If you cannot complete login, find your situation below and follow the self-serve steps. When the steps do not resolve it, contact your Payhawk Administrator or Payhawk Support.
Not receiving your SMS or 2FA code?
When the verification code does not arrive:
Wait at least 15 minutes, then request a new code. Several requests in a short time can block new codes to your number for up to an hour.
Check that the phone number on file is correct and starts with a plus sign and your country code, with no spaces (for example, +441234567890).
When you are abroad, or your number is outside the EEA, the UK, or the US, the SMS can fail to reach you. In that case, request manual verification from Payhawk Support.
When App notifications 2FA is set up, turn on push notifications for the Payhawk Mobile App, then reopen the app.
To change the number on your account, see the articles on updating your phone number and not receiving a verification SMS. A Payhawk Administrator has to confirm the change.
Lost or changed your phone or trusted device?
If the login code goes to a device you no longer have:
When you still have an active session in the Payhawk Mobile App, update the number yourself:
Tap your profile picture and select the Edit profile option.
Tap your phone number and enter your four-digit Payhawk security code.
Edit the number and tap Done.
Confirm with the code sent to the new number.
On the Check your phone! screen, select Try signing in another way to authenticate by text message or by email, when your company has these set up.
When you cannot self-serve, a Payhawk Administrator has to contact Payhawk Support to update the number or remove the trusted device.
For more information:
I cannot log in because the verification code is sent to an old phone number
Adding and managing trusted devices for your personal Payhawk account
Google SSO or SAML login not working?
When your company uses SSO and login fails after you authenticate with Google, or the invite link does not complete, follow the steps:
Start from the Payhawk Web Portal, not from your identity provider's dashboard. Payhawk does not support login started from identity providers.
Enter your company email on the login page and let Payhawk redirect you to your provider (Google, Okta, or Microsoft Entra).
A
malformed_certificateor expired-certificate error means your company's SSO signing certificate has expired. Your IT Administrator has to send the updated XML metadata file to Payhawk Support to apply it.
For setup and full troubleshooting:
Mobile app stuck on login or showing "user does not exist"?
To handle this issue, try any of the following approaches:
When the Payhawk Mobile App returns to the login screen after 2FA was turned on, log in to the Payhawk Web Portal first, verify your phone number there, then sign in to the Payhawk Mobile App again.
When you see the User does not exist error, check whether your company uses SSO and follow the matching login method. Complete registration in a web browser, not in the App - the invite link cannot be finished inside the App.
Ensure the Payhawk Mobile App is on the latest version. On Android, clear the app cache, or open the app from your personal profile when you use a work profile.
When login fails on your company network, switch to mobile data. A company network can block the verification service.
For more information: