Overview
Device Recognition is a mandatory security feature that protects your account by requiring a one-time passcode (OTP) sent to your email every time you log in from an unrecognized device or browser. This guide explains how Device Recognition works, when it is triggered, and how to troubleshoot common issues.
What Is Device Recognition?
Device Recognition adds a protective layer by identifying and verifying the device you're logging in from. If it's a new or unrecognized device, you'll be prompted to enter a one-time passcode sent to your email.
This helps prevent unauthorized access and ensures that only recognized devices are used to access sensitive merchant data. It’s especially valuable in a remote work environment or if you access the system from multiple locations.
Why It Matters
- Reduces risk of account takeovers
- Protects sensitive transaction and business data
- Improves trust and control over who accesses your payment platform
- Ensures accountability through unique user access
When to Use This & Merchant Impacts
You’ll encounter Device Recognition:
- The first time you log in from a new browser or device
- After clearing cookies or changing browser settings
- When your email or user profile information is updated
- If there has been a long period of inactivity
Merchant Impacts:
- Adds an additional security checkpoint before login
- Helps reduce unauthorized activity or account misuse
- Ensures each team member has secure and individual access credentials
- Improves operational security by discouraging account sharing
How It Works
- Navigate to your Merchant Login.
- Enter your username and password as normal.
- If Device Recognition is triggered, you’ll see a prompt requesting a one-time passcode.
- Check your email inbox for the passcode. It should arrive within seconds.
- Enter the passcode on the login screen.
- Optionally, check “Remember this device for 30 days” to bypass future prompts from that device/browser.
Important: If your browser is set to clear cookies daily or weekly, the system will not remember your device, and you'll need to re-enter a new passcode regularly.
Troubleshooting
Didn’t receive the one-time passcode?
- Confirm that the email displayed on the Device Recognition screen is correct.
- If incorrect, ask your account admin or Merchant Service Provider to update your email.
- Look in your spam or junk folders for the email.
- If still missing, contact your IT department to check email firewall rules or spam filters.
Getting repeated prompts for the code?
- Ensure “Remember this device for 30 days” is selected.
- Review your browser’s cookie settings—if it auto-clears, your device won’t be remembered.
- Avoid using incognito or private browsing modes, which prevent device memory.
Code doesn't work after copy-pasting?
- Type the code manually instead of copying it. Some email apps insert hidden characters when copying text.
Using a bookmarked login page and getting “Authentication Failed”?
- Open a new browser window and type in the full login URL manually.
- Log in and complete Device Recognition. Then bookmark the page again to avoid the issue in the future.
Shared Logins and Device Recognition
Sharing usernames within a team?
Account sharing is strongly discouraged and creates major security and usability concerns:
- Violates best practices and data security policies
- Results in one-time passcodes being sent to inaccessible or incorrect emails
- Causes repeated Device Recognition prompts across users
Instead, your admin should create separate logins tied to each team member’s unique email address.
Multiple users on the same device?
Each user must authenticate separately. Device Recognition will remember the last user to select "Remember this device." If another user logs in from the same device, they’ll need to complete Device Recognition again.
What If I Don’t Want to Use Device Recognition?
Device Recognition is the default and required security method for all accounts. However, it can be replaced by stronger authentication options that offer added security and flexibility. These methods provide more robust control and, when enabled, will override the need for Device Recognition entirely. You can explore additional or enhanced security options that go beyond email-based Device Recognition:
- App-Based Two-Factor Authentication (2FA): Uses an authenticator app on your smartphone to generate time-based codes. This method offers stronger protection and removes reliance on email delivery.
- IP Restrictions: Only allows account access from specific IP addresses (e.g., your office network). This is helpful for merchants with fixed locations or internal teams that don’t need remote access.
Common Questions
What if a different user logs in on a previously recognized device?
Each new user must complete Device Recognition. The system remembers the last user to check “remember this device,” so switching users will reset the memory.
Can I share login credentials with my staff?
No. For both security and compliance reasons, each team member should have their own username and password.
Why am I still being asked for a code even after checking “remember this device”?
Your browser may be clearing cookies automatically. Check browser settings and ensure cookies are retained for at least 30 days.
Is Device Recognition required?
Yes, unless your account has been configured to use a stronger security method like 2FA or IP Restrictions. These options can be set up within your Merchant Control Panel > Settings.
Why should I avoid using shared credentials?
Using shared credentials creates confusion, complicates troubleshooting, and significantly reduces your account’s security. Individual logins allow for clear tracking of user activity and better support.
Need Help?
If you're having trouble with Device Recognition, need to update your email, or are interested in enabling advanced security features, please contact your Merchant Service Provider for assistance.