When I try to log in, I get the following message(s): “Please check if your username (or password) is correct”.
Ensure correct entry
Please double check that username and password match the received information.
Username is 8 characters.
Password is 12 characters.
For resellers where Softpay deliver credentials you will receive your username (8 characters) via email and your password (12 characters) via text message. The username consists of 8 uppercase letters (e.g., ABCDEFGH), and the password consists of 12 characters, a mix of uppercase letters and numbers (e.g., ABCD12EFGH34).
For resellers where Softpay does not deliver credentials, please refer to your reseller.
When entering your username and password, you can tap the eye icon to the right of the password field, to show the input.
Please try the following methods for inputting your username and password:
Copy-paste your username from the welcome email and the password from the text message. Username is found where it says "username" in the email.
Carefully enter the data one character at a time while paying close attention to each. 3. Use the eye icon in the password field to reveal the typed password and avoid typos.
If login still fails
Collect Diagnostic Information
If login still fails with an error like “Please check your username/password,” collect the following details for further diagnosis:
Device information (brand, model).
Device public IP address (find via a public “What’s my IP” site; format xxx.xxx.xxx.xxx).
Screenshot or photo of the error message.
Approximate time of the failed login attempt.
1. Ensure that your date and time settings are set to Auto.
Example: For Samsung, found under "Settings" > "General management" > "Date and Time"
2. Uninstall and reinstall the Softpay app and try login once again.
See the article Preparing Your Device for Softpay for ensuring your device is ready.
Softpay locked
Too many attempts logging in with incorrect credentials will result in "Softpay locked".
Ensure that you are using correct credentials. If you are unable to log in with your provided credentials, contact your reseller for assistance. If the issue persists, escalate the case to Softpay support with the collected diagnostic information for further investigation.
After 15 minutes login can be tried again.
Note for developers, integrators and partners
Please keep in mind that credentials are environment specific.
You can recognize Softpay sandbox app by its blue icon while production has a white icon. If in doubt when testing a certain environment, uninstall the irrelevant app.