If you've lost access to your authentication method, can't log in to Zopa Dash, or want to change how you receive your MFA codes, you may need to reset your multi-factor authentication (MFA).
This guide explains when an MFA reset is needed and how your Account Owner can request one.
⚠️ Important: MFA reset requests must come from the Account Owner.
When might I need to reset my MFA?
You may need an MFA reset if:
- You've lost access to your mobile device.
- You can't access your authentication codes.
- You're locked out of Zopa Dash.
- You want to switch to a different authentication method, such as changing from Google Authenticator to SMS.
If any of these apply, your Account Owner can request an MFA reset on your behalf.
How do I request an MFA reset?
Your Account Owner will need to contact our Merchant Support team.
- Email merchantsupport@zopa.com.
- Include the name of the user who needs their MFA reset.
- Include the email address associated with their Zopa Dash account.
Our Merchant Support team will review the request and confirm the details with the Account Owner.
Once confirmed, our team will help reset the user's MFA so they can enrol again.
Can I request an MFA reset for myself?
MFA reset requests must come from the Account Owner.
If you're not the Account Owner, you'll need to ask them to submit the request on your behalf.
What happens after my MFA has been reset?
Once our Merchant Support team has completed the reset, you'll be able to enrol in MFA again.
This allows you to set up your authentication method and regain access to Zopa Dash.
Need more help?
If you need assistance resetting MFA or accessing Zopa Dash, contact our Merchant Support team at merchantsupport@zopa.com.