What is 2FA?
Two-Factor Authentication (2FA) adds an extra layer of security by making sure that people signing into an account are who they say they are.
It works by asking for two forms of identification when you sign in. This could be any of the following:
- Something you know (e.g. your sign-in details)
- Something you have (e.g. a phone)
- Something you are (e.g. your fingerprint)
Sign in to the app with 2FA
Face ID or Touch ID are the easiest ways to pass 2FA on the app.
To enable Face ID or Touch ID on your phone:
- Open the Xe app
- Click the Profile Icon in the top left-hand corner of the screen
- Choose Settings followed by Security
- Use the slider to turn Touch ID or Face ID on.
You might be asked for a verification code (valid for 20 minutes) the first time you sign in on the app. Your device will then be trusted and you won't need to verify a code again.
| Please note: the app is not available for business accounts. Please sign in on the website instead. |
Sign in to the website with 2FA
We'll send you a verification code once you've entered your sign-in details.
We'll send this code to you by SMS. If you'd prefer to receive the code by voice call or WhatsApp, click 'Try another way' on the Security check screen and choose the best option for you.
- The code will be delivered to the phone number registered on your account
- Codes are valid for 20 minutes
Updating your phone number for 2FA
Follow the steps below to update the phone number we send your verification code to:
- Sign in to your account on the website with your username and password
- On the Security check screen click Change your phone number
- Enter your new number
- Enter the code sent to your email address
- Click Change phone number to confirm
Can I use a landline number?
Yes, you can.
If you use a landline, you'll be asked to press a specific number on your phone's keypad. An automated message will dictate the 6-digit verification code to you which you should enter on the 2FA screen.
| Please note: if you're using an office or business landline number for 2FA, you'll need to make sure that it's a direct number (not an automated phone answering system). |
Can I use an email address instead?
No, you can't. You need to have a phone number on your account.
What number will the verification code be sent from?
This number might change.
If you're trying to sign in to your account and see the Security check screen you should expect to receive a verification code for your money transfer.
| Important: if you receive a verification code and you're not trying to sign in to your account, it could be fraudulent. Please contact us immediately. Never share verification codes with anyone. |
What should I do if I travel often?
We'd recommend using the app and Face ID or Touch ID instead of the website if you travel a lot and your phone number changes.
Please note that the app is not available to business customers.