What do I do if I haven't received the first-time login email? – Trust Payments

Unfortunately, the product documented here is currently only available in English.

Background

To sign into Portal for the first time, you will need to select the link included in the new user email. This email is sent automatically to all users when their account is first registered. Opening the link loads Portal in your browser and guides you through the onboarding process, including important security steps like setting your password and enabling Multi-Factor Authentication (MFA).

If you haven't received the Portal new user email, you should first check your junk email folder or email client rules to ensure the email isn't being filtered out of your inbox.

If you still can't find the new user email, you can request that this email be resent by following the guidance below:

If you are an administrator

To have the new user email resent for your own Portal account, you will need to contact our Support Team and request that the Portal new user email is resent.

You will be expected to provide your registered business name and the email address associated with your Portal account.

You must be a contact authorised to manage your company's account with us to perform these steps.

If you receive a request from one of your users to have their new user email resent, after you have verified the identity of the user, navigate to the Users page as described in the Managing users article, search for the affected user and select "Resend new user email".

If there is no "Resend new user email" for the user, this likely means that they have already completed the onboarding process. If you can confirm that they have already completed this setup process, you may need to unlock their account or reset their password or Multi-Factor Authentication (MFA).

If you are not an administrator

Please contact your administrator and request that the Portal new user email is resent.