If you still have access to your account

Before you read this article, it’s good to know that—if you have access to your Pleo account—you can change the passcode or phone number by yourself:

  • You can change your passcode and/or your phone number in the “My profile” section of Pleo’s web app.

  • In the mobile app, click on Account (the icon in the bottom right corner), then “Security,” “Passcode,” and “Change passcode.” To update your phone number in the mobile app, click on “Account”, “General,” “Profile,” and then click “Edit” next to your phone number.

It’s not currently possible to switch the authenticator method (from SMS to authenticator app or vice versa) by yourself, even if you still have access to your account.


If you don’t have access to your account

Because Pleo is a financial institution, we’re extra careful when it comes to the security of your account. This article explains what to do if a passcode or two-factor authentication method (SMS or authenticator app) needs to be changed for:

  • Employees

  • Admins

  • External bookkeepers

  • Partner bookkeepers

Please keep in mind that any reset emails are only valid for 24 hours.


Employees

Any account admins or bookkeepers (with extended access) can reset a passcode or authentication method for an employee.

If your role in Pleo is “employee” and you’re not sure who has access to reset your passcode, please contact our support team.

How to reset an employee’s passcode:

  1. Click on "People”.

  2. Click on the person who needs a reset.

  3. Click on the three dots in the top right corner.

  4. Click on "Reset passcode" (if your colleague needs to choose a new 4-digit passcode) or "Reset two-factor login" (if your colleague needs to change their phone number or choose an authenticator app):

  5. Click “Reset” to confirm.


Admins

Any of the other account admins or bookkeepers (with extended access) can reset a passcode or authentication method for an admin. To do so, please follow the same steps as in the above “Employees” section.

If you’re the only admin for your account and there are no bookkeepers with extended access, our support team can send you a passcode or authentication reset email.

For financial security reasons though, please send our support team either:

  • Proof of transfer (also called proof of payment) from your last Wallet top-up to Pleo. This should be in PDF, PNG, or JPEG format, and clearly show the transfer date, amount, payer (your company) and payee's (Pleo) details.

Or

  • If you haven’t topped up your Pleo Wallet yet, please send over a PDF, PNG, or JPEG file from your company’s online banking that clearly shows the company name and account number.


External bookkeepers

If an external bookkeeper is only connected to one Pleo account, then any admin or bookkeeper with extended access can trigger a reset. To do so, please follow the same steps as in the above “Employees” section.

If an external bookkeeper is connected to more than one Pleo account, our support team can send them a passcode and/or authentication reset email.

Similar to the case of the admin though, we’ll need to see proof of transfer from the external bookkeeper’s clients. If they’re connected to three or more client accounts, we’ll need to see proof of transfer (latest Wallet top-up) from three different clients. If they’re connected to one or two clients, we’ll need to see the respective proofs of transfer. For details on what the proof of transfer should include, please see the above “Admins” section.


Partner bookkeepers

If a bookkeeper working for a Pleo Partner accountancy needs a reset, any of the Partner Portal admins can reset it for them:

  1. Click on “People.”

  2. Click on the person who needs a reset.

  3. Click on "Reset passcode" (if your colleague needs to choose a new 4-digit passcode) or "Reset two-factor login" (if your colleague needs to change their phone number or choose an authenticator app):

  4. Click “Reset” to confirm.

If you are the only partner admin and:

  • Your firm has its own Pleo account: Please follow the proof of transfer instructions within the “Admins” section above.

Or

  • Your firm does not have its own Pleo account: Please follow the proof of transfer instructions within the “External bookkeepers” section above.


Need help?

Please get in touch with our support team.

Others searched for:

  • How do I change my phone number?

  • How do I change my passcode?

  • How do I change my authentication method?

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