Log In or Reset the Transaction Manager User Account (United States)

Description: Learn the different methods to reset your user account in Transaction Manager. Your login can be reset in the event you forget your password, assigned e-mail, or your security questions.

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Transaction Manager Login Help

1. Select the Login Help option at the bottom of the Sign In prompt.
   
   Note: If any of the information below is unavailable and the user is not an administrator, the account administrator must be contacted. The administrator can reset the user’s password by visiting the Manage User Accounts article.
2. Enter your Transaction Manager Account Number and select Next.
   
    

   1. If you do not know your account number, select Forgot Account Number? You will receive a message to contact your account administrator. If you are the Account Administrator, you would need to call Customer Service.
      
      

      Internal 
      If the merchant contacts us and is requesting access to the administrative account, once the proper person is validated, the next steps would be based on the type of account:

      End-to-End (E2E): If we have a verified owner or ISO on the line, the merchant/ISO should be transferred directly to the Customer Service Queue Line via NICE, where the team will reset the password for E2E merchants. 

      Gateway Only (GWO): The authorized merchant would need to complete Gateway Only Password Reset Handling Process.

3. Enter your Username. If the username is not known, an email address is needed. This needs to be associated with the Transaction Manager  account.
   1. If you do not know your username, select Forgot Username? and enter the email associated with your username. If you enter your email address, you will receive an email with a list of usernames associated with that email address.
      
      
      Note: If you select Forgot Email Address? You will get a message stating that you need to contact an Administrator for your account, or if you are the Account Administrator, you need to reach out to Customer Service.
      
   2. Enter your password and select Next.
      
   3. If you do not know your password, select Forgot Password?
      Note: If you enter your password, you will be given a message stating that you should be able to log into Transaction Manager, but if you are still having issues, reach out to the Administrator for your account, or if you are the Account Administrator, you need to reach out to Customer Service. 
   4. If you select “Forgot Password?”, you will then be asked if you know the email address associated with your Transaction Manager account.
      
   5. Select Yes, No, or Multifactor Authentication.
      Note: If you have multifactor authenticator set up, you will be asked to use your authenticator app to generate a passcode and enter that passcode.

Yes - Email Known

1. Selecting Yes prompts you to enter the email address associated with your username. You will receive an email with a verification code to enter on the following screen, where you are prompted to create a new password.
   
2. If you select the Forgot Email? link, you are prompted with a message advising you to reach out to your Account Administrator or Customer Service for assistance.
   You can attempt login help again if you would like, but you should select the prompt that states you do not know your email address so that you are prompted with the security questions. 

Verify Access to Email Account 

1. After entering the passcode, you will receive an email with a verification code that you need to enter on the following screen, where you can create a new password.
   
   Note: Create your new password following the requirements noted on the "Change your Password" screen. 
   
2. Once you select Submit, you are taken back to the login screen for Transaction Manager, where you can log in using your new credentials.

No - Forgot Email

1. Selecting No requires security questions to be answered. You are presented with one security question at a time until you have answered all 5 questions. If you answer all 5 correctly, you are prompted to create a new password.
   
   

   Note: If you have not set up your security questions, you will get a message stating that you have not configured your profile in Transaction Manager and you need to contact an Administrator for your account. If you are the Account Administrator, reach out to Customer Service.

   Warning: If you answer three questions incorrectly, your account will be locked out. You will receive a message stating that the account has been locked out for too many failed attempts, and that you need to reach out to your Account Administrator. If you are the Account Administrator, reach out to Customer Service to go through the password reset process.

   

2. Once the new password has been created, you are taken back to the login screen for Transaction Manager, where you can log in using your new credentials.

Multifactor Authentication

Enter the passcode and select Next.
 

Warning: If you no longer have the device that the multifactor authenticator (MFA) was on (it was lost/stolen, damaged, etc.), you need to reference the reset code that was provided to you when you set up MFA. If you do not have that information, then you need to fill out the Password Reset Request (PWRR) form and select Remove Authenticator. 

Note: The Password Reset form (PWRR) is only for the admin account. The administrator can access this account and remove the authentication for a non-administrator.

• Admin to remove multifactor authentication
• Verify access to Email account

Admin to Remove Multifactor Authentication

The administrator has complete control of any user account associated with that serial number. If access to the Transaction Manager administrative account is successful, the Multifactor Authentication requirement can be adjusted for both administrators and non-administrators.

The administrator can find the Require Multifactor Authentication within Transaction Manager as follows:

1. Select Settings.
2. Select Security Settings.
3. Scroll to the bottom of the page to the last option under User Security.
4. Choose the appropriate setting from the dropdown menu for "Administrators Only" and/or "Non-Administrators.
   
5. Select Apply.

Note: If a Password Reset Request (PWRR) form is needed, the Remove Authenticator option on the PWRR is available if a user is unable to access the authenticator app on their smart device.