Help Center

Frequently Asked Questions

Can’t find the answer you’re looking for? Reach out to our customer support team via email on help@blackthorn.finance

How do I update my personal details?

To update your personal details, please contact our Support Team via our “Intercom” Live Chat or email at help@blackthorn.finance.

I have forgotten my password

Using the Mobile App:

  • On the “Log in” screen click on Forgot password?

  • Enter your country, mobile number and the new password – click on Continue

  • You will receive a text with a 6-digit code to enter – click on Verify

  • Log in with the new password

Using the Web Portal:

  • On the “Log in” screen click on the Forgot your password? Recover link

  • Enter your registered email address and click on Reset

  • Check your inbox for the reset password email, and follow the instructions

Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web Portal.

How do I set up Two Factor Authentication (2FA)?

Individual Accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.

For extra security you can set up the Two Factor Authentication (2FA) on your account.

Using the Mobile App:

  • Log in on your App

  • Click Menu at the button right of the screen

  • Click Settings

  • Turn on clicking on Two-Factor Verification

  • Next time you will log in, once you entered your phone number and password, the App will send a 6-digit number code to your registered mobile number

You can also set up PIN or biometrics on your App, this can be done from the Menu tab and then by clicking on Settings.

Using the Web Portal:

Usually you have the Two-Factor Authentication (2FA) already set it up on your individual account when you have registered for the account.

When you log in the Web Portal you enter your email address and password, and a 7-digit code is sent to your registered mobile number.

You can change the set-up of the Two-Factor Authentication (2FA) and instead of receiving a text, you could authenticate through an Authenticator app (such as Google Authenticator or Authy), this will need to be done on a mobile device. Follow the steps below if you want to change your set up:

  • Once logged in on the Web Portal, on the “Dashboard” screen click on Settings

  • Click the Security tab

  • Edit the 2-Step Verification settings

  • Choose between text message or Authenticator app and follow the prompts

  • You can then make them default or remove them

Please note: The 2FA options for your Corporate Account are available within the associated Individual Account.

You can access your Individual Account by clicking on the company profile on the top right of the screen. From there you will be able to switch to your Individual Account. Once in your Individual Account, proceed to the Settings page, where you will see the 'Security' option. You can adjust the 2FA settings from here.

How to Setup the Authenticator app login

The current default login authentication is through SMS code received on your registered mobile number, but you can also setup the login through Authenticator app as a backup method. This will allow you to get the code also when your phone is offline.

Using the Web portal:

  • Once you logged in, click on the Settings button

  • Click on the Security tab

  • Under 2-Step Verification there is the Authenticator app option - click Setup next to it

  • You will receive an SMS code on your registered mobile number, enter it and click on Verify

  • Install an authenticator app on your mobile device if don’t already have one, we suggest you Google authenticator and Authy, but any other Authenticator app would work

  • Scan the QR code on your Authenticator app and click on Next (if you don’t see the Next button, reduce the text from the 100% to the 80%)

  • Enter the 6 digits codes generated on the authenticator app then click on Verify.

You have now enabled the Authenticator app login.

This is currently available only on the Web portal, please note that Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.

"I can’t access my account, what do I do?"

There could be several reasons why you can’t access your account.

Please take a look at the following FAQs:

If none of the above helps, please contact the Support Team via our Live Chat or email at help@blackthorn.finance .

How do I change my password?

Using the Mobile App:

  • Logout of the App

  • On the “Log in” screen click on Forgot password?

  • Enter your country, mobile number and the new password – click on Continue

  • You will receive a text on your registered mobile number with a 6-digit code to enter – click on Verify

  • Log in with the new password

Using the Web Portal:

  • On the “Dashboard” screen click Settings

  • Click on the Security tab

  • Click the Change button in the “Password” section

  • Enter your current password and your new password – then click on Change Password

  • You will need to enter the 7 digit-number that you receive on your registered mobile number by text or on your authentication app (depending on what you set up, the text is the default setting) - then click on Verify

  • A pop-up will confirm that the password has been successfully updated

Blackthorn Finance Ltd is an authorised payment institution and regulated by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 (PSRs). Blackthorn Finance Ltd is registered in England and Wales under number 10024682. Blackthorn Pay Inc. is registered in Canada under the number BC1334854 and regulated by MSB under the number M22784529. Blackthorn Finance Ltd is a partner of Swipe International Ltd. Swipe International Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (FRN 931540). 

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