Updating your multi-factor authentication (MFA) method

We understand you may face a situation where your phone number or authenticator app previously used for MFA is no longer relevant. We also know that you might not always have control over the timing of this, and that you may or may not be logged in to your Ramp account at the point when you need to update your MFA method.

Fortunately, we have ways to update your information and ensure you have proper access to your Ramp account. See below for step-by-step instructions, depending on your situation

Jump to:

• Updating your phone number while logged in
• Updating your authenticator app while logged in
• Updating your phone number while locked out
• Updating your authenticator app while locked out

Updating your MFA from within the Ramp app

Phone number

If you need to change your phone number, navigate to Settings > Personal settings, click Edit my profile and change the phone number. You will be prompted for a verification code before you can proceed.

Authenticator app

If you need to change your authenticator app, navigate to Settings > Personal Settings > Security and click Configure multi-factor authentication. Then click Add authentication device and follow the on-screen instructions.

Afterwards, from the same Security page click Configure multi-factor authentication. Then click the X to remove the device and follow the on-screen instructions OR submit the legacy authenticator to remove the one you don't have access to.

Afterwards, you will need to delete your Ramp account in your authenticator app. Examples below:

• In Google Authenticator, press and hold the account. Press the pencil icon and then the trash icon.
• In Twilio Authy, go to Settings -> Accounts and tap the delete button.

Updating your MFA while you are locked out of Ramp

Phone number

If you no longer have access to your original phone number used for MFA, you can request to change the phone number in the login screen by undergoing a background check. Follow the steps below:

1. On the login screen, there will be a new option to "recover access to your account". 
2. You will receive a verification link to your email on file. You can have the link resent if needed.
3. When you open the link, you will see the below page asking for the reason for your login issue: either phone number or authenticator app. Select the phone number option.
4. Next you will be asked to diagnose the specific problem: either MFA deliverability issues or the phone number on file no longer being active. Click either option, then "I still need help" if the prompts don't resolve the issue.
5. You will see a new text form to input your new phone number, resulting in a verification code submission. Confirming the phone number prompts a background check.
6. The background check will produce one of two outcomes. Ideally, you are verified and can return to the login screen. Otherwise, you will be directed to a backup ID verification through our partner Onfido.
7. To begin the Onfido verification, click "Start verification" to begin.
8. Select your country of residence and preferred identification document.
9. You will then be directed to use your phone to take a photo of the document. Click "Get secure link" to receive a QR code to upload the photo.
10. The Onfido ID verification will produce one of two outcomes. If the check is successful, you will be directed to the login screen. Otherwise, you will be directed to contact our Support team.

Authenticator app

If you no longer have access to your original phone number used for MFA, you can first attempt to fall back to verification via phone (SMS or call), only if you have a phone number tied to your account.

Once you have regained access to your account, refer to the Removing an authenticator section above to remove the authenticator that you no longer have access to. This ensures the lost authenticator cannot be used to sign in to your account in the future.

Otherwise, you can request to change the authenticator app in the login screen by undergoing a background check. Follow the steps below (refer to the phone number change guide for similar screenshots):

1. On the login screen, there will be a new option to "recover access to your account". 
2. You will receive a verification link to your email on file. You can have the link resent if needed.
3. When you open the link, you will see the below page asking for the reason for your login issue: either phone number or authenticator app. Select the phone number option.
4. If you have a phone number on file, you will have the option to try to receive the MFA code via phone SMS or call. If that does not resolve the issue, select "I still need help".
5. If you have multiple authenticator apps on file, Ramp will highlight all the app names in case you forget and give you an option to double check all of them. If that did not work, select "Yes, I tried finding a code on all...".
6. You will then be directed to an ID verification through our partner Onfido.
7. To begin the Onfido verification, click "Start verification" to begin.
8. Select your country of residence and preferred identification document.
9. You will then be directed to use your phone to take a photo of the document. Click "Get secure link" to receive a QR code to upload the photo.
10. The Onfido ID verification will produce one of two outcomes. If the check is successful, you will be directed to download a new authenticator app and use either the QR code or manual key on the screen to set up Ramp in the authenticator for MFA. You can then add a name to the authenticator app, input a verification code to confirm it, then return to the login screen.
11. If the Onfido ID verification failed, you will be directed to contact our Support team.