How do I reset my password?

Resetting from the web:

  • Please visit www.thelevelup.com/login
    • You'll be able to reset your password from here since your app credentials are powered by LevelUp even if you don't have the LevelUp app
  • Click on 'Reset Password', which will prompt you to enter your e-mail address.
  • Once submitted, this will send you an automated e-mail with a link to reset your password (check your Spam folder if you don't see it right away).
  • Click the 'Reset My Password' button included in the email.
  • This will open up to a new window, which will allow you to reset and confirm a new password.
  • Please note that passwords must be at least 8 characters in length, for security purposes.

Resetting from the app:

  • After inputting your email address, tap the 'Forgot Password' button.
  • You'll be prompted to confirm your email address and click Submit.
  • Once submitted, this will send you an automated e-mail with a link to reset your password (check your Spam folder if you don't see it right away).
  • Click the 'Reset My Password' button included in the email.
  • This will open up to a new window, which will allow you to reset and confirm a new password.

Error Messages:

  • The email address or password provided is incorrect
    • Often this is caused by a typo. Note that passwords are case-sensitive. We recommend logging in on a computer (rather than a mobile device) via theleveup.com/login. Signing in on a computer via web browser often helps to avoid typos. If you are able to login on a computer but not on your app, this would indicate there has been a typo when attempting to login via the app. Please try again.
    • If you are consistently receiving a password error when logging in, even after resetting it multiple times, or if you received an Account Security Notification email stating your chosen credentials do not meet our security standards, please reset your password and ensure that the password you choose is unique to our platform and has not been used previously.
  • You've attempted to access this account too many times. It is now locked for one minute. Please try again later or email support@thelevelup.com for assistance
    • Please wait at least one minute and try again. Note that passwords are case-sensitive. If the message appears again, we recommend resetting your password on computer (rather than a mobile device). Typing your new password on a computer via web browser often helps to avoid typos. Once your password is reset, try logging into your app on your mobile device. If the error message persists, please respond to this message so that we may further assist.
  • Sorry, this device has attempted to log in to too many LevelUp accounts. Please email support@thelevelup.com for help:
    • It's possible we have more than one account for you in our system. Per our terms of service, we only allow one account per person. Please respond to this message so that we can further assist. If you know of any other email addresses that have been used to create an account, please list them in your response.

When setting your new password, be sure to use a password that is unique to your app account

Our internal security team works day in and day out to ensure that your app is the safest way to pay. It is our commitment to you, our business partners, our users and everyone in between, to ensure that we set the golden standard for security in payments.

That said, we strongly encourage our customers not to re-use an email/password combination that has been used for an account with another service. It is best practice to use a strong and unique password rather than re-using a password from another account.   


Successfully Reset Password

Once your password has been reset, we’d also recommend resetting your QR codes as well (this is also a good step to take if you ever lose your phone).

  • Log in to your account at www.thelevelup.com/login
  • Once logged in, click on the 'Deactivate' tab on the left side of page (the Control Panel)
  • Click on 'Deactivate' next to any app that is listed as being associated with your account

Clicking Deactivate will generate a new QR Code for you to pay with and ensure that your old QR Code will no longer work. It will also log out your account on all devices. You can get your new QR Code by logging into your LevelUp-powered app again.


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