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Unable to Access Your Mercury Account?

If you're unable to log in using your authentication app or backup keys, we can reset 2-Factor Authentication on your account. We just need to verify your identity to make sure this isn't an unauthorized attempt to access your account.

Please send an email to [email protected] with the following content:

  1. In the body of the email, include your legal name and business name. Email template below.
  2. To help us verify your identity, please record and attach a video of yourself. In the video, please say "I'm <name> and I'm requesting a 2-factor authentication reset for Mercury on <today's date>." Please also show the government ID you signed up with to the camera, and make sure the video is well-lit.

After we receive this information and review your video, we will reset the 2-Factor Authentication on your account and you will be asked to set it up the next time you log in.

Please note that if you are not a business owner on the account, we will have to reach out to an owner and confirm your request. We recommend adding the owner with their Mercury email address in the CC line of the email and asking them for approval. This will allow us to process your request quickly and avoid any delays.


Email Template

Subject:

2FA Reset

Body:

Hello,

My name is <INSERT FULL LEGAL NAME> and my business name is <INSERT LEGAL BUSINESS NAME>.

I'm requesting a 2-Factor Authentication reset for Mercury on <TODAY'S DATE>.

I've attached a well-lit video of me reading the script and showing my government ID.

Thanks,
<NAME>

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