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.

Email Template


2FA Reset



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.


Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular