At Pleo, we work hard to ensure that all of our customers' accounts are secure. That’s why we use Strong Customer Authentication (SCA) to make sure that only you can log in to your Pleo account.


What does "Strong Customer Authentication" mean?

In addition to requiring a 4-digit passcode that you will use each time you log into your account, there is a 6-digit code sent to your phone number via an SMS or to your Authentication app. Pleo will also send you an email to verify your identity.


Logging in for the first time via email or without a trusted device

  1. Enter your email on the login page.

  2. Enter your 4-digit passcode.

  3. Enter the 6-digit passcode sent as an SMS to your phone number. You can choose to click "Trust this device."

  4. If you are using an old version of Pleo, you might be asked to update your Pleo app.

  5. Open your email inbox on the same device you are using to log into Pleo. In the verification email from Pleo, click “Yes, this was me.” Please note that this email verification link expires after ten minutes. When logging into Pleo's web app, you can click “Trust this browser” to skip entering the 6-digit verification code on subsequent visits.


Logging in for the first time with Google SSO (Single Sign On)

  1. Click "Login with Google."

  2. Select the email you’ve registered with Google and enter your password.

  3. You will receive a 6- digit code, sent to your phone via SMS.

  4. Enter the code in the Pleo log-in page and trust your device.

  5. If you are using an old version of Pleo, you might be asked to update your Pleo app.

  6. Open your email inbox on the same device you are using to log into Pleo. In the verification email from Pleo, click “Yes, this was me.”

  7. When logging into Pleo on the web app, you will be prompted to remember this account. If you are on a trusted device, you can click “Trust this browser” to skip entering verification codes on subsequent visits.


Logging in for the first time with Authenticator App

  1. Select 'Use authenticator app" after you enter your passcode.

  2. Download an authenticator app of your choice on your device (if you don't have one yet, we recommend Google Authenticator or Authy).

  3. Use the authenticator app to scan the QR code from Pleo or enter the 6-character key in the app. This adds Pleo to your authenticator app.

  4. Your app will generate a 6-digit verification code. Enter it in Pleo to verify it's you.

  5. If you are using an old version of Pleo, you might be asked to update your Pleo app

  6. Open your email inbox on the same device you are using to log into Pleo. In the verification email from Pleo, click “Yes, this was me.”

  7. When logging into Pleo on the web app, you will be prompted to remember this account. If you are on a trusted device, you can click “Trust this browser” to skip entering verification codes on subsequent visits.


What does "trusted device or browser" mean?

A trusted device or browser means that you are the only person with access to it. By confirming that you trust a device/browser, your details will be safe. This trust will last one year in the device/browser. Once you assign the device as trusted, you will only need the 4-digit passcode to log in.


What to do if you see an error message

  • If you're using an old version of the Pleo mobile app, an error message saying "Wrong code. Try again." will pop up after you enter the 6-digit code. The solution is to head to the Google Play or App Store, look for Pleo, and download the available update.

  • Another error message will come up if you open the verification email on a different mobile device or computer than the one you're using to log in to Pleo. In this case, please try logging in again - staying on the same device throughout the login process.


What to do if you don't see a verification email

Please:

  • make sure that you're checking the email associated with your Pleo account, and/or

  • check your spam/trash folder.

Still no luck? Please try logging in again, which will trigger another verification email. If you're still not getting a verification email, please reach out to our support team via chat and we'll help you out.


Related articles

More information around security factors and Payment Services Directive 2 regulation (the new EU legislation around security) can be found here.

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