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Login and Password

How can I change my password?

You can easily change your password at any time in the LeoPay Mobile App or the LeoPay Web Platform. Here is how:

  • LeoPay Web Platform - Log in to your LeoPay account, go to “Profile” → “My User Details” → “Change Password”, enter your current password and then create and confirm your new password. If you are using our recently updated Web Platform, click on your name at the top of the page and go to Activity and security → “Manage your password”.
  • LeoPay Mobile App - Log in to your LeoPay account, go to “Menu” → “App settings” → “Change passcode”, enter your current passcode and then create and confirm your new password.
Note

Your password for the Web Platform can be different from your password for the Mobile App.

I forgot my password, how do I reset it?

If you have forgotten your LeoPay password but you remember your email address, follow these steps to regain access to your account:

  • LeoPay Web Platform - Go to the log in page, select “Forgotten Password” enter the email address you use for LeoPay and click “Send”. The system will send an automatic email with instructions on how to reset your password.

If you don’t remember your email, or in case you have locked yourself out of the LeoPay Mobile App, please contact our Customer Support on 0044 20 3129 0935, so we can confirm your account ownership and assist you with changing your password.

What is 2FA (Two-Factor Authentication)?

Banking is a sensitive activity and while we aim for an easy user experience, we don't compromise on your security. This is why we have two-factor authentication (2FA) in place for your LeoPay Web Account, which adds an extra layer of security that protects your account from unauthorized access and keeps your money safe. With 2FA you will be required to enter both your normal password and a different code each time you sign in to your LeoPay Web Account, as well as any time you are making an outgoing transfer. There are two options for two-factor authentication:

  • 2FA (Two-Factor Authentication) via SMS - each time you log in to your LeoPay Web Account and whenever you initiate an outgoing transfer, you will be required to enter a 4 or 6-digit code, which we send via SMS to your registered mobile number.
  • 2FA (Two-Factor Authentication) via GateKeeper - you can choose to receive the verification code securely via a TOTP app called GateKeeper (which you can install on your smartphone). This option requires you to use internet connection to log in to the GateKeeper mobile app.

What is GateKeeper?

GateKeeper is a mobile Time-based One-Time Password (TOTP) application, which can be used as an alternative authentication method to the SMS verification, when logging in to your Web account, as well as each time you make an outgoing transfer. The app can be paired with your LeoPay account and allows you to generate and use unique verification codes for access to your Web Account, and for verification of all your outgoing transfers. You can download the GateKeeper app from the Google Play or App Store. The GateKeeper is also protected by password or fingerprint (not supported on all smartphones), so you do have to log in to the app each time you use it.

Additional information on GateKeeper can be found here.

How can I switch from SMS to GateKeeper?

Log in to your LeoPay Web Account and go to “Profile” → “My User Details” → “Authentication Method”, choose via “Mobile App (GateKeeper)” and follow the instructions. If you are using our recently updated Web Platform, click on your name at the top of the page and go to “Activity and security” → “Authentication Method”.

I forgot my GateKeeper password? What should I do?

If you have forgotten the Gatekeeper password, contact our Customer Support on 0044 20 3129 0935.

I lost my phone with activated GateKeeper on it. What should I do?

If you have lost your phone, contact our Customer Support immediately on 0044 20 3129 0935.

How can I transfer my GateKeeper App on my new phone?

If you have a new phone, simply download the GateKeeper App, go to the LeoPay Web Platform and log in to your account: “User details” → “Move to a Different Phone” and follow the instructions. If you are using our recently updated Web Platform, click on your name at the top of the page and go to Activity and security → Authentication method > Via SMS.

Can’t find what you are looking for? Get in touch!

Write our support officers at hello@leopay.eu or call 0044 20 3129 0935