If you change your Multi-Factor Authenticated (MFA) registered mobile phone or want to change your Multi-Factor Authentication process or application, you can reset your MFA.
Mercury supports the following MFA tools for generating one-time passwords (OTPs):
Auth0 Guardian app
Auth0 Guardian Chrome extension
Microsoft Authenticator Choose the application that best suits your needs and set it up for your Mercury account.
I am still able to access and log into Mercury Nexus. How do I reset multi-factor authentication?
If you can login to your Mercury Nexus account, to reset multi-factor authentication (MFA) and obtain a new QR code for MFA registration, please follow the steps outlined below:
Ensure you have one of the supported MFA applications, such as Auth0 Guardian, Auth0 Guardian Chrome extension, or Microsoft Authenticator, installed on your device before proceeding.
Navigate to the Admin App
In My Details click Reset MFA
Next time you login to Mercury Nexus, you will be prompted to set up your MFA
Here are instructions on how to set up your MFA:
I cannot access or log into Mercury Nexus. How do I reset multi-factor authentication?
If you cannot login to your Mercury Nexus account, to reset multi-factor authentication (MFA) and obtain a new QR code for MFA registration, please review the details below:
If your previous phone is lost or no longer functional, you can reset your MFA and enroll a new device:
Go to the Mercury login page and click Forgot Password.
Enter your CA number and the email address associated with your account, then follow the prompts.
Enter the One-Time Passcode (OTP) sent to your mobile via SMS.
If the details match, you will receive an email with a password reset link.
Use the link to access the Admin App in Mercury. From there, you can:
Reset your password (which also unlocks your account), or
Reset your MFA to enroll a new device.
After resetting MFA, return to the login page and follow the standard MFA enrollment steps on your new phone.
Note: It is necessary to reach out to an individual with elevated access privileges (Partner Level Access), such as the Principal Owner or Director, in order to receive further assistance.
If you hold the position of Principal Owner or Director within your company, you may contact another Mercury user within your organization who possesses Partner Level Access. Alternatively, you may also seek assistance from the Mercury Helpdesk.
Mercury Nexus user with Partner Level access will require to login to his/her Mercury Account to follow the steps below to assist you with MFA reset:
Navigate to the Admin App
Click on Manage Users from the left hand panel
Click on manage existing users from the top menu
Double click on User Account that required assistance
Click on "Reset MFA" button on right hand side
After that, the next time that account is logged in to Mercury, there will be a prompt to set up MFA again.
How to reset multi-factor authentication for accounts in Commissions Management
If the account is in Commissions Management access it will not have access to the Admin App to reset multi-factor authentication. You will need to contact the Mercury Helpdesk who can temporarily alter the account permissions and manually reset multi-factor authentication on the account.
Switching registered MFA mobile device when using the Guardian Auth0 app on Android.
If you are using an Android mobile device and the Guardian Auth0 app for MFA and change to a new device/phone, Guardian Auth0 will ask for a passphrase. If you do not know the passphrase you will need to remove the Guardian Auth0 app from the original device. After 48 hours the profile will also be removed and the passphrase will no longer be required on the new device. This is an Android specific issue.