Merchant Portal - FAQ

How do I activate my user account for Merchant Portal?

You should receive an email from no-reply@merchantportal.swedbankpay.com with an activation link. Follow the instructions:

1. Download either Google Authenticator or Microsoft Authenticator app to your phone. You find them in App store for iphone or Google Play for Android.
2. Click on the activation link in this email via a computer.
3. Click on Activate your account.
4. Choose a password and click on Confirm.
5. Your password is saved, click on Next.
6. State your password and click on Login.
7. Click on Generate QR-code.
8. Open the downloaded app in your mobile phone.
9. Scan the QR-code visible on the computer with the app and click on Next.
10. State the six-digit code and click on Verify. Now your account is activated, and you can login.

If you have not received an email with an activation link, you can contact our support and they will help you. You can reach us via email to support@swedbankpay.no or phone +47 22036045.

Download the instructions as a pdf.

How do I login to Merchant Portal?

First your user account needs to be activated. See instruction under “How do I activate my user account in Merchant Portal?”

To login go to swedbankpay.no, press Logg inn, choose Merchant Portal and follow the instruction:

1. Enter your email address and your password. Click Login.
2. Open Google Authenticator or Microsoft Authenticator in your phone.
3. Enter the six-digit code on the web site. You are now logged in.

Download the instructions as a pdf.

I was not able to activate my account in Merchant Portal within 10 days.

If you click on the link you will reach a website where you can fill in your email address to have another activation email sent.  

I am a user in Access but has not received any activation mail. What do I do then?

Contact our support and they can help you. Email to support@swedbankpay.no or phone +47 22036045.

How to scan the QR code with Microsoft Authenticator app

Download and open Mirosoft Authenticator App in your phone.

Press the + sign in the right corner to scan a new device.

Then you come to this option below. Choose Other (last option) to scan Swedbank Pay’s QR code.

The six-digit code from the app needs be filled in without space on the website. When you have succeeded to connect the app with your account in Merchant Portal you should be able to see your email address and Swedbank Pay account in the app.

How to scan the QR-code with Google Authenticator app

Open Google Authenticator App.

Press + sign in the bottom of the app to be able to scan a new QR-code, see picture below.

Then it looks like the picture below. Press the camera symbol.

The six-digit code from the app needs be filled in without space on the website. When you have succeeded to connect the app with your account in Merchant Portal you should be able to see your email address and Swedbank Pay account in the app, like the picture below.

If I don’t have a smartphone how can I then activate my account in Merchant Portal?

You can download an extension to Edge and Chrome that works in the same way as the apps do. At this link you can find download the extension: authenticator.cc/

If you need a guide how to get going you find it here: Add Your First Account | Authenticator

Why does it say invalid code when I state the code from the app?

• State the six-digit code from the app without spaces, like this 123456. You have 30 seconds to state the code before it gets invalid. If the code is shown in blue, then it is still valid.
• Check that it says SwedbankPay as name of the account in the app where you pick the code.  
• It may be because the time isn’t correctly synced on your Google Authenticator app.

To set the correct time:

1. On your Android device, go to the main menu of the Google Authenticator app.
2. Tap More → Settings → Time correction for codes → Sync now.

On the next screen, the app confirms the time has been synced. You should be able to sign in. The sync will only affect the internal time of your Google Authenticator app and will not change your device’s Date & Time settings.

To be able to use Google Authenticator on an Android you need

• version 4.4 or later from Android.

To be able to use Google Authenticator on an iPhone/ipad you need

• latest version of operating system for your device.

What do I do if I managed to scan the QR-code with the camera in the mobile phone instead of using any of the apps?

Then you need to revoke your mobile phone from your account and connect it again by scanning a QR-code with Google Authenticator or Microsoft Authenticator. A person in your company with access to Merchant Portal can revoke it for you or you can contact our support for help. Follow the steps below. Step 1 needs to be handled by someone else in your company or our support.

1. Go to the tab Users. A person in your company click on your user and choose to revoke your mobile phone. Or ask our support for help to do it.
2. Download either Google Authenticator or Microsoft Authenticator App to your new phone.
3. Go to swedbankpay.no, choose login, choose Merchant Portal.
4. State your email address and password and click Login.
5. Click Generate QR-code.
6. Open the downloaded app in your phone.
7. Scan the QR-code on the computer with the app and click Next.
8. State the six-digit code and click Verify. Now your new phone is registered.

Why can’t I see my full email when I try to activate my account?

In step 6 during activation process there is a limitation of 29 characters in the email address. Don’t try to change it, just click to proceed without changing your email address. When you login after your account has been activated, then you state you full email address.

We have a common email address in the company, can we use it to login?

Every user account in Merchant Portal needs to have a unique email address which can be connected to the app in the mobile phone. This means that only one person can use the common email address as its user account.

I have forgotten my password

Go to swedbankpay.no, press Logg inn, choose Merchant Portal and follow the instructions:

1. Press forgot my password.
2. State your email address and click Send instructions. An email is sent to you.
3. Click on the link in the email to change password and click Confirm. Now your password is updated, and you can login.

I want to change my password

Go to swedbankpay.no, press Logg inn, choose Merchant Portal and follow the instructions:

1. Press forgot my password.
2. State your email address and click Send instructions. An email is sent to you.
3. Click on the link in the email to change password and click Confirm. Now your password is updated, and you can login.

I have got several emails activation links to different email accounts

That means that you have several email addresses setup in Merchant Portal and you will have a user account for each email address. When your accounts have been activated you can login and go to the tab Users to administrate your accounts and access rights.

I can’t see all my outlets when I login to Merchant Portal

Your email address needs to be setup on each company that you should have access to. Contact our support at  +47 22036045 or via email to support@swedbankpay.no for help.

I have changed email address

Login to Merchant Portal with your old email address and follow the instructions:

1. Go to the tab User and create a new user with your new email address.
2. An email with an activation link is sent to the new email address.
3. Follow the instructions to activate your new account connected to your new email address.
4. When the activation is complete you will receive an email that your account is activated. Now you can login to Merchant Portal with your new email address.
5. Go to the tab Users and delete the user setup with your old email address.

I have changed mobile phone.

Login to Merchant Portal and follow the instructions:

1. Go to the tab Users. Click on your user and choose to revoke your mobile phone. If you cannot login and revoke it yourself another user with access to Merchant Portal in the company can help you. Otherwise you can contact our support for help.
2. Download either Google Authenticator or Microsoft Authenticator App to your new phone.
3. Go to swedbankpay.no, press Logg inn, choose Merchant Portal.
4. State your email address and password and click Login.
5. Click Generate QR-code.
6. Open the downloaded app in your phone.
7. Scan the QR-code on the computer with the app and click Next.
8. State the six-digit code and click Verify. Now your new phone is registered.

Can I use my smartphone to activate my user account?

Yes.

Why do I need to have Google or Microsoft Authenticator to be able to login to Merchant Portal?

For us safety is important. We can offer you an international standard that fulfils the requirements of a secure login method (two factor authentication) with the apps Google Authenticator or Microsoft Authenticator. We also limit the amount of personal data; it is enough with name and email address.

How do I remove a user from Merchant Portal?

You can update and delete user and access rights in Merchant Portal under the tab Users.

Can I add my colleague as a user in Merchant Portal?

Yes, login to Merchant Portal and go to the tab Users. Here you can add your colleague who will receive an activation email. By following the instructions in the email, the account can be activated, and the colleague can login.

What happens if I as a user gets access to more companies?

At next login to Merchant Portal the new companies will be visible.

What happens if I setup a user who does not activate its account?

In Merchant Portal’s User tab, the users will have a status Activation link sent until the account has been activated by the user.

How can we get notifications from Merchant Portal to a common email account?

One person at the company can use the common email address as its user account and use that email address as login. You can also setup a new user in Merchant Portal user admin with the common email as email address. Then someone can activate the account and register its phone to the account. It is possible to have several user accounts connected to the same phone.