Troubleshoot sign-in issues

If you are unable to log in to your Billplz dashboard, the cause is usually one of a few common scenarios. Use this article to identify your issue and find the right next step.

"Your account is locked!"

Your account has been locked after three consecutive failed OTP attempts.

How to fix: Email [email protected] from your registered log-in email. The support team will unlock your account right away.

For more detail, see Unlock your account.

Account is dormant

If your account has had no activity for more than 265 days, it is automatically marked as dormant. Activity means any of the following: logging in, a credit movement, or a transaction. Dormant accounts cannot access the dashboard.

How to fix: Contact [email protected] to request reactivation. The process involves:

1. Support sends you a reactivation form to complete.
2. Support creates a task and you reply to confirm.
3. The Finance team reactivates your account.
4. Support notifies you once access is restored.

Account is suspended

Your account may be suspended if there is an active compliance case under review. Suspended accounts cannot access the dashboard.

How to fix: Contact [email protected] to check your account status. The Compliance team will advise on next steps and any documents or actions required to resolve the case.

Account status is "rejected" (payout rejection)

If your payout has been rejected, your account status may change to "rejected," which prevents dashboard access.

How to fix: Contact [email protected] to resolve the payout issue and restore your account status.

Not receiving OTP

If you can reach the log-in page but are not receiving the OTP code:

• Check your spam or junk folder.
• Verify you are entering the correct email address (the one registered to your Billplz account).
• Wait a few minutes and try again. OTP delivery can occasionally be delayed.

If you still do not receive the OTP after multiple attempts, contact [email protected].

OTP code not working

If you receive the OTP but it is rejected:

• OTP codes expire after a short window. Enter the code as soon as it arrives.
• If you have two-factor authentication (2FA) enabled, make sure your device clock is synced. Time-based codes rely on accurate device time.
• Do not reuse a previously entered code. Request a new one and enter it immediately.

Can't find the setting you're looking for

All logins go through sso.billplz.com, but after logging in, some settings are managed in the SSO portal and others in the merchant dashboard:

• SSO portal (sso.billplz.com/app/account): sign-in email, organization email, 2FA, connected apps
• Merchant dashboard (billplz.com): collections, bills, payment methods, payouts, account settings

If you are trying to change your sign-in email or manage 2FA but cannot find the option, go to the SSO portal. These settings are not available in the merchant dashboard.

Don't remember which email you registered with

Contact [email protected] with your organization name and SSM registration number. The support team will verify your identity and help you recover access.