If you have set up Two-Factor Authentication (2FA) on your BrightPay / BrightID account (for example, using an authenticator app) and you can no longer access it – such as when you get a new phone and the QR code is no longer available – you will need to request a 2FA reset.

For security and GDPR reasons, we must verify each request via an authorised contact. The steps you need to follow depend on what type of account you have.

Step 1: Confirm which account type you use

Choose the option that best describes your role:

1. Employee
2. Manager
3. Team Member (e.g. Payroll Processor / Admin)
4. Client Portal User (User / Super User)

Once you’ve identified your role, follow the relevant instructions below.

1. Employee

Since you are an employee, and for GDPR reasons, we need confirmation from your employer before resetting your 2FA.

What you need to do

1. Contact your Payroll Processor or Manager.
2. Ask them to email our support team confirming that you would like your 2FA to be reset.

3. In addition, please provide the following details so we can process your request as quickly as possible:

    
   • Your full name
   • Your email address used for BrightPay / BrightID
   • Your employer’s company name
   • Your role (Employee)
   • Brief explanation (e.g. “I changed phone and can no longer access my authenticator app.”)

Once we receive confirmation from your Payroll Processor or Manager, along with your details, we will reset your 2FA as soon as possible.

2. Manager

Since you are a Manager, and for GDPR reasons, we need your request to be confirmed by the person responsible for payroll in your organisation.

What you need to do

1. Contact your Payroll Processor.
2. Ask them to email our support team confirming that you would like your 2FA to be reset.

3. Additionally, please provide the following details:

    
   • Your full name
   • Your email address used for BrightPay / BrightID
   • Your company name
   • Your role (Manager)
   • Brief explanation (e.g. “I have a new phone and can no longer log in using 2FA.”)

Once we receive confirmation from your Payroll Processor, we will reset your 2FA as soon as possible.

3. Team Member (e.g. Payroll Processor / Admin)

If you are a Team Member such as an Admin or Payroll Processor, we require confirmation from the business owner or another suitably senior authorised person.

What you need to do

1. Contact your Business Owner or CEO (or equivalent authorised person).
2. Ask them to email our support team confirming that you need your 2FA to be reset.

3. Additionally, please provide the following details:

    
   • Your full name
   • Your email address used for BrightPay / BrightID
   • Your company name
   • Your role (e.g. Payroll Processor / Admin)
   • Brief explanation (e.g. “I can no longer access my authenticator app.”)

Once we receive confirmation from the Business Owner / CEO, we will reset your 2FA as soon as possible.

4. Client Portal User (User / Super User)

If you are a Client Portal User or Super User, we need confirmation from the payroll provider who manages your payroll.

What you need to do

1. Contact your Payroll Processor (the bureau or internal payroll team who set up your portal access).
2. Ask them to email our support team confirming that you would like your 2FA to be reset.

3. Additionally, please provide the following details:

    
   • Your full name
   • Your email address used for the Client Portal / BrightID
   • The company name associated with your Client Portal
   • Your role (User / Super User)
   • Brief explanation (e.g. “My phone was replaced and I lost access to my authenticator.”)

Once we receive confirmation from your Payroll Processor, we will reset your 2FA as soon as possible.

Why do I need someone else to confirm my request?

2FA protects sensitive payroll and personal data. To comply with GDPR and our internal security policies, we must be sure that:

• The person requesting the reset is who they say they are, and
• An authorised person in your organisation has approved the reset.

This helps prevent unauthorised access to payroll information if an account or email address is compromised.

What should the confirmation email include?

For quickest processing, the confirming person (Payroll Processor, Manager, Business Owner/CEO, etc.) should include:

• Their full name and role
• Your full name and email address
• Your company name
• Your role (Employee / Manager / Team Member / Client Portal User)
• A clear statement authorising the 2FA reset for your account