I'm not receiving emails from PayMongo.
Emails from PayMongo, such as confirmation emails, payout notifications, or password reset instructions, might not be reaching your inbox due to being misdirected or issues with your email address or server.
Solution:
Check Your Spam/Junk Folder: Emails can sometimes be mistakenly filtered into your spam or junk folder.
Verify Your Email Address: Double-check that the email address you provided during signup was correct.
Check for any issues with your e-mail domain: Contact your developer or IT team to discuss possible issues with your e-mail server.
I cannot log in to my account.
The most common reasons for being unable to log in are an incorrect password, a required password reset for security, or issues with your account's status.
Steps to Solve the Root Cause:
Reset Your Password: If you have forgotten your password or if PayMongo has required a password reset for security, follow these steps:
Go to the PayMongo login page and click "Forgot your password?".
You will be prompted to go through Multi-factor Authentication (MFA).
Enter your user email and press "Reset".
Instructions for resetting your password will be sent to your registered email address. Click the "Reset Password" button in that email.
You will be redirected to a page where you can input your new password. The new password must have a minimum of 12 characters.
Check Account Status: If your account is under review, certain functionalities might be restricted. In such cases, contact [email protected] to inquire about your account's status.
I am not receiving the One-Time PIN (OTP).
The OTP is sent to your registered mobile number or email address. OTP delivery can be delayed by network issues, or you might have exceeded the maximum number of failed attempts.
Steps to Solve
Check Your Registered Contact Information: Verify that the mobile number or email address on file is correct.
Check Your Email's Spam/Junk Folder: If you've requested to receive the OTP via email, check your spam or junk folder.
Use the "Receive OTP through email instead" Option: If you are not receiving the OTP on your mobile, select this option on the prompt to have it sent to your registered email.
Resend the OTP: If a resend option is available, you can request a new OTP after the countdown period has ended. Make sure that you have a stable network access when you retry.
Where can I get further assistance?
If you continue to experience persistent issues with account access that these steps do not resolve, please reach out to [email protected] for further assistance.