27
Troubleshooting
If you’re unable to resolve the problem after performing the following steps, please call the TD Merchant Solutions
Contact Centre at
1-800-363-1163
.
Signing in using SMS/text MFA
Q: When I’m trying to log in, I’m asked for a verification code, but I can’t receive it because my phone
number changed. What should I do?
A: Call the TD Merchant Solutions Contact Centre at
1-800-363-1163
and we will change your phone number for you.
Q: When I’m trying to log in, I’m asked for a verification code, but I can’t receive it because I don’t have
access to my phone. What should I do?
A: Call the TD Merchant Solutions Contact Centre at
1-800-363-1163
and we will change your MFA preference to email.
Signing In using Authentication App
Q: When I’m trying to log in, I’m asked for a verification code, but I can’t access it because I deleted my
account in the authenticator app. What should I do?
A: Call the TD Merchant Solutions Contact Centre at
1-800-363-1163
to reset your MFA preference so you can set up
a new account in your authenticator app.
Q: When I’m trying to log in, I’m asked for a verification code, but I can’t access it because I deleted the
authenticator app. What should I do?
A: Call the TD Merchant Solutions Contact Centre at
1-800-363-1163
to reset your MFA preference so you can set up
a new authenticator app or you can choose to use SMS instead as your MFA preference.
Q: When I’m trying to log in, I’m asked for a verification code, but I can’t access it because I don’t have
access to the device where the authenticator app is located. What should I do?
A: Contact the TD Merchant Solutions Contact Centre at
1-800-363-1163
to reset your MFA preference so you can
choose to use SMS instead as you MFA preference.
Forgot Your Password
Q: I clicked on the Forgot Password link and entered my email, but I did not receive an email with the
temporary code that I need to reset my password. What should I do?
A: Emails are often delivered to spam, junk or secondary inboxes without us noticing. If the email cannot be found within one
of these folders, try Forgot Password again and make sure that you entered your email address correctly.
If you haven’t completed your account setup, locate your Welcome email and follow the instructions to set your
password. You need to complete your account setup before you’re able to use the Forgot Password option. If you
cannot find your Welcome email, call the TD Merchant Solutions Contact Centre at
1-800-363-1163
to resend you
the Welcome email.
Summary of Contents for Mobile Pay
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