When I try to log in, I get the following message(s): “Please check if your username (or password) is correct”.
Where do I get my login credentials?
Your Softpay provider is the company/reseller that has sold you a Softpay license.
Your login credentials are provided and managed by your provider.
In case your provider uses Softpay services for the email and sms delivery, we kindly ask that you please still reach out to your provider, as they manage your account.
Ensure correct entry
Please double check that username and password match the received information.
Username is 8 characters. Uppercase letters only.
Password is 12 characters. Mix of letters and numbers.
For resellers where Softpay delivers the credentials you will receive your username via email and your password via sms.
For resellers where Softpay does not deliver credentials, please refer to your reseller.
When entering your password, 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. Be careful of not including extra whitespace.
Carefully enter the data one character at a time while paying close attention to each.
Use the eye icon to reveal the typed password to avoid typos.
If one method fails, try switching between manual typing and copy-pasting. For example, if you initially copied and pasted, try typing the credentials manually, and vice versa.
Check settings
Follow the article Preparing Your Device for Softpay to ensure that your device is configured correctly for payment processing. In particular your device time and date settings should be set to auto and time must not be skewed.
If you get "Softpay locked"
Too many failed attempts at logging in using incorrect credentials will result in "Softpay locked" which locks you out of retrying.
After 15 minutes login can be tried again.
Always use the latest credentials
In case your Softpay provider has determined to send you fresh credentials, please ensure that you are always using the last provided credentials.
When provided with new credentials, you cannot use the previous credentials.
Still not working
If login continues to fail with an error like “Please check your username/password,” collect the following details for your Softpay providers support team:
Device information (brand, model).
Your device public IP address (Use e.g. myip.com. Format xxx.xxx.xxx.xxx).
Screenshot or photo of the error message.
Exact time of a failed login attempt (2026-06-22 13:41:33).
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 environment app.