Why can’t I see Settlements, Balance, or the Disputes tab?
Parts of the navigation are driven by what you have contracted, not by your role — so a missing menu is not something your Admin can grant.What can each role do?
Every user has exactly one role, and the Portal shows a role’s scope while you select it, so you can confirm before inviting someone.
A separate Dev role carries the Integration info view permission, so Dev
and Admin are the only roles that can open the Integration page. The member
list lives under
Settings → Team (formerly Members); the invite button is
Add user.
How do I add a teammate, and how long is the invitation valid?
A Super Admin or Admin adds a user with first name, last name, email, and role. The account is pre-created as Pending and an activation email goes out; the activation link is valid for 24 hours, and Pending rows show a Resend action. Resends share a short per-minute cap with the other account emails — if one is refused, wait a minute and send once (see Portal Sign-in, Links & Account Status). The member sets their own password from that link — unless the same email is already active under another merchant, in which case activation only needs a confirmation. Members are searchable by first name, last name, or email, with your own row pinned to the top. Three limits surprise people: you cannot edit or delete yourself; the Super Admin account cannot be edited or deleted from the Portal by anyone; and changing a member’s role signs that member out automatically — so if a colleague was unexpectedly logged out, check whether their role just changed.What are the password rules?
At least 8 non-blank characters with at least one uppercase letter, one lowercase letter and one digit — a symbol is allowed but not required — and not identical to any of your last three passwords. Passwords must be rotated every 90 days: on the first login after that window the Portal hides everything else and forces the password-update page, and you must sign in again with the new password before you can use the Portal. The forgot-password reset link is valid for 30 minutes, and a successful reset sends a confirmation email to the account address — your signal if you did not initiate it.My account is locked, and how do I see who signed in?
Repeated failed password attempts within a short window lock the account for one hour and send an email notification. During the lock, signing in returns “Your account is temporarily locked. Please try again later.” instead of a wrong-password error; the lock then clears on its own. To audit access, open the user menu at the top right and choose Login History — the last 90 days of attempts for your account, with login email, time, source IP, and success or failure.How do I turn on two-step verification?
Two-step verification is an email OTP, off by default. Turn it on atSettings → Preference; enabling runs one OTP round to confirm the mailbox is
reachable, and turning it off requires re-entering your password. After that,
signing in shows an OTP Verification dialog. The code is 6 digits and valid
for 10 minutes; any unexpired code works, so an earlier email is still
usable if a later one arrives first, and Resend stays greyed out until a
short cooldown ends. If codes never arrive at all, an Admin can switch two-step
verification off for you from the 2-Step Verification column in the Team list
— a fallback for undeliverable email only.
That column is a two-way switch, which answers the other common question:
an Admin can also turn two-step verification on for a member who has not
enabled it themselves. It is done per user from that column, one row at a time;
there is no account-wide policy that forces it on for everyone, and no setting
that prevents a member turning it off again afterwards. Rows the Portal marks as
not modifiable — your own, and the super administrator’s — have the switch
disabled.
The setting belongs to the user, not the merchant account: if your email is
registered under more than one merchant, an Admin at any of them toggling it
affects all of them, and you can override it yourself after signing in.
I switched the Portal to Chinese, so why are my emails still in English?
The top-right language switcher controls the interface only, and it is stored in your browser. (The switcher is itself released per account, so if you do not have it, the Portal is showing you its default language rather than hiding a setting your role should have.) The choice lives in that browser, so a different browser, device, or a cleared cache starts from the default again. Two things follow their own language setting rather than the switcher: settlement report exports carry a Report Language selector (English, 中文, にほんご) on the Customized Export form, and settlement report email subscriptions carry an Email Body Language per subscription — see Settlement Reports Module and Report Delivery & Email Subscription. Other system emails, API error messages and the transaction and refund list exports are English regardless of the interface language.Where do I find my API key, and why are production keys masked?
Settings → Integration (Admin and Dev roles only) is split into sandbox and
production blocks. Every value has a copy action; what differs is what is shown
by default.
If Merchant Public Key reads
To be updated for production, no production
public key has been registered yet — see
Portal Self-Service Security Configuration
for how to submit and rotate it.
Why am I suddenly asked for a verification code I never turned on?
Because an Admin on your merchant account switched 2-Step Verification on for your operator account. There is nothing for you to set up: enabling it on someone’s behalf binds the email method straight away, against the login email already on the account, so the next sign-in shows the Verification dialog with a code already on its way to that mailbox.
You can switch it off again yourself once you are signed in. The switch sits in
the top-right user menu, next to your name and role, and turning it off asks
for your account password — worth agreeing with whoever turned it on, since it
removes the extra protection.
Why is the 2-Step Verification switch greyed out for one of my operators?
The column is disabled on rows whose role is not editable — the same rows whose Edit and Remove actions are greyed out, the owner-level role included. Nothing about that person’s two-step verification can be changed from the operator list; they change it themselves from their own user menu.I changed my phone and can’t receive the code. What now?
The Portal’s code is delivered by email, to the login address on your account. No phone number and no SMS are involved, so a new phone or a new number changes nothing — work the mailbox instead:- Check the mailbox for the address shown in the Verification dialog, spam folder included. Codes last 10 minutes and any unexpired code works, so an earlier email is still usable.
- Use Resend once the countdown ends.
- If nothing arrives, do what the dialog says and contact your Admin for
help — an Admin can switch two-step verification off for you from the
2-Step Verificationcolumn in the operator list underSettings.