Restoring account access

If you can't log in using your two-factor authentication (2FA) app or backup codes, you can submit a request to reset all of your authentication methods so you can set them up anew. Here's how to do it:

1. Go to app.mercury.com/login and enter your email and password as normal.
2. On the Verify Login screen, select Reset two-factor authentication.

3. If you're a business owner or an account holder, you'll be asked to submit a short video reading from a script and showing your ID to confirm your identity. This can be taken with a smartphone or webcam – it doesn't need to be fancy as long as we can clearly see your details.

   If you're the only admin on the account, this will be sent to our support team to review, otherwise, another admin on your team will be sent the request.

4. If you're a non-business owner or a non-account holder team member, your request will be sent to your team's admins to approve directly.
5. Once approved, you'll be prompted to finish the reset process the next time you log in.