To keep your money as safe as possible, we use 2-Factor Authentication (2FA) to secure your account.
In this article, we'll cover:
- How 2FA works on the app
- How 2FA works on the web
- Can I use a landline number?
- Can I use my email instead?
- What number will the verification code be sent from?
- What should I do if I travel often?
How 2FA works on the app
|Please note: The app is not available for business accounts, please see this section for how 2FA works for business users.|
The quickest and easiest way to pass the 2FA process on the app is to use Face ID or Touch ID.
If your phone supports either of these security features, you'll be presented with the option to enable them via your Security settings on the app. There’s a few simple steps to follow to activate these:
- Open the Xe app.
- Click the Profile Icon in the top left-hand corner of the screen.
- Choose Settings and navigate to Security.
- Use the slider to turn Touch ID or Face ID on.
Alternatively, you may be asked for a verification code that we'll send to your registered email the first time you log in on the app. Codes expire after 20 minutes.
Your device will then be trusted and you won't need to verify a code again.
There's nothing you need to do before 2FA is activated.
How 2FA works on the web
We'll ask you to verify a code at login, that we'll send in a message to your phone. It’s easy to do, codes are valid for 20 minutes, and the instructions will be clear as you go through the 2FA process.
This means that we can confirm it is you and increase the security of your account.
Once 2FA is enabled, you'll be able to check and update the phone number you'd like to use during the 2FA process. When entering your number, please don't include any dashes or the '0' at the start.
There's nothing you need to do before 2FA is activated. Just follow the on-screen instructions once 2FA has been enabled on your account:
If you have a personal account and would like to check or change your number using the website, follow these steps:
To change your number using the web:
- In your account, click on the drop down arrow next to your name in the top right-hand corner
- Choose Settings
- Click on the pencil icon next to your phone number
- Choose your country code
- Add your phone number
- Click Change phone number
Can I use a landline number?
If you've lost your mobile, or don't own one, we can use a landline number for your 2FA instead. When using a landline, you'll be told to press a specific number. Once you've done this, you'll hear an automated message with the 6-digit verification code. You'll need to enter this into the 2FA screen to progress.
For a business account, you can change your number to a landline during the 2FA process. Just follow the on-screen instructions once 2FA has been enabled on your account.
|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).|
For a personal account, you can change the number to a landline during the 2FA process. Just follow the on-screen instructions once 2FA has been enabled on your account.
You can also follow the steps to change your number using the website before 2FA in enabled to update your main phone number to a landline (screenshot below).
Can I use my email instead?
In short, no. You must have a phone number on your account. 2FA helps protect your account by requiring 2 forms of ID to confirm an action. This could be any combination of 2 out of the 3 categories below:
- Something you know (e.g. log in details)
- Something you have (e.g. phone)
- Something you are (e.g. fingerprint)
This tells us that it really is you trying to complete a certain action.
What number will the verification code be sent from?
The number that the verification code is sent from may change.
If you're trying to log in to your account and see the Security check screen you should expect to receive a verification code for your money transfer.
If you receive a verification code and you're not trying to log 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?
If you travel often and your number changes, we'd encourage you to use the app to access your account so that you can log in with Touch ID or Face ID.
You can follow these instructions to set this up.
|Please note: Touch ID and Face ID are only available on the app which is not available for business accounts.|