Account Management

Browse common Cashfree account management questions about updating phone numbers, enabling two-factor authentication, login alerts, and invoice downloads.

I don't have access to the phone number saved for my account, how can I log in?

We recommend that you update your account records from the Profile section after successful login.

Follow the instructions to update your phone number. If the problem still persists, fill out the Support Form.

I am not able to get the OTP, what can I do?

Check the last four digits of the phone number where the OTP is being sent. If you don’t recognise or have access to this phone number reach out to [e-mail] to get it updated. If you are not able to receive OTP on the correct phone number or if you are facing other OTP verification issues, wait and try again after some time. If the problem persists, reach out to [e-mail].

Why am I being asked for OTP on login?

We have rolled out a new feature that mandates two-factor authentication on login from a new device and again after every 30 days.

We do this to ensure the safety and security of your Cashfree account, and we strongly recommend that you keep your account details updated to avoid any login difficulties.

For more information, refer to the product update communication we sent with the subject line: [Product Updates] Two-Factor Authentication on New Device Login

I don’t want to get OTP on sms, how can I change the OTP preference?

We strongly recommend that you use your phone number as the second factor of authentication to secure your Cashfree account. You can also opt for Google Authenticator to receive 2FA OTPs and you can configure this from your profile section. Follow the instructions to configure 2FA authentication.

If you are facing issues with mobile OTPs and wish to use email as an OTP channel, fill out the Support Form and we will be happy to assist you.

How do I enable Google Authenticator for two-factor authentication?

To enable Google Authenticator for 2FA on your Cashfree account:

1. Log in to the Merchant Dashboard.
2. Navigate to Profile>Manage your profile>2FA Authentication.
3. Authenticate using your current OTP method (SMS) to access the 2FA settings.
4. In the 2FA section, select Google Authenticator as your authentication method.
5. Download the Google Authenticator app on your mobile device from App Store or Play Store if you haven’t already.
6. Open the app and scan the QR code displayed on your dashboard, or manually enter the setup key.
7. Enter the 6-digit code generated by the authenticator app to verify and complete the setup.

Once enabled, you’ll receive authentication codes from Google Authenticator instead of SMS OTPs. Make sure to save your recovery codes in a secure location in case you lose access to the app.

I want to change the phone number being used to send OTPs what can I do?

You can change your phone number from your profile section.

Follow the instructions to update your phone number.

Note that you will be asked to verify your identity through Aadhaar OTP validation, so make sure that you can access the Aadhaar and Phone number that was used during the activation process. Fill out the Support Form if you require further assistance.

I want to change the registered email address from my Cashfree Account, what can I do?

You can change your registered email address from your profile section.

Follow the instructions to update your customer support email ID.

Note that you will be asked to verify your identity through Aadhaar OTP validation, so make sure that you can access the Aadhaar and phone number that was used during the activation process. Fill out the Support Form if you require further assistance.

I can't log in to the Merchant Dashboard after an email change, a captcha block, or a password reset. What should I do?

The fix depends on the scenario:

• Email address changed: log in with your new email address. Your old email address no longer works as a login once you change it.
• Captcha blocking login: try an incognito or private browser window, or a different browser. Clear your cache and cookies if the issue continues.
• Team member sees “0 accounts connected” after a password reset: this means the account association was lost during the reset. Fill out the Support Form to have your account re-linked to the parent account.

As an team member user, how can I change my phone number?

Team member user details can be updated only by the account owner from the Settings section of the Merchant Dashboard.

As a team member, you can ask your account owner to update your profile details by logging in to https://merchant.cashfree.com/auth/login and following the instructions to update your phone number.

I can't find the “Login by Alias” tab on the login page. Where did it go?

As of March 2025, the “Alias” login method has been deprecated. This functionality has been fully transitioned to the Team Members feature. Team members can now log in using their email addresses, and new team members can be invited via email.

Lost access to the authenticator app used for multi-factor authentication (MFA): How can you recover access to your Cashfree account?

If you’ve lost access to the authenticator app used for multi-factor authentication (MFA), reach out to [e-mail] for support.

In your support request email:

• Clearly describe the issue.
• Use your registered email ID.
• Include a phone number to receive OTPs.

The Cashfree team will verify your details and switch your MFA method to OTP.

Lost access to the phone number used for OTP multi-factor authentication (MFA): How can you recover access to your Cashfree account?

If you no longer have access to the phone number used for OTP-based MFA,reach out to [e-mail] for support.

In your support request email:

• Clearly describe the issue.
• Use your registered email ID.
• Provide your new phone number to receive OTPs.

The Cashfree team will verify your details and update your OTP MFA phone number.