Reset authentication method

To reset a passcode or authentication method

1. Navigate to People
2. Select the employee who requested the reset
3. Click the three-dot menu:
   • Select Reset passcode
   • Select Reset two-factor login to change the authentication method - choose between SMS code or authenticator app (like Google Authenticator or Authy)
4. Confirm the reset
5. The employee will receive an email to reset their passcode or authentication method, the link in the email will remain valid for 24 hours. If the link expires, trigger the reset again
6. If the employee does not receive the email:
   • Ask the employee to check their junk/spam folder
   • Trigger the reset again
   • Verify that the employee can receive emails at the address shown on their Pleo profile

Team member changed phone number

Changing your phone number doesn’t automatically reset your login security. What happens depends on how you log in:

If you use SMS codes for two-factor login

When you change your phone number, future login codes will be sent to your new number (you’ll be asked to verify the new number with a code).

If you can’t access your old number and you’re unable to log in, your admin can help by resetting your two-factor login. You’ll then receive an email to set up two-factor login again on your new phone.

If you use an authenticator app for two-factor login

Your two-factor login is linked to your authenticator app setup. If you get a new phone and no longer have access to the authenticator app, your admin must reset your two-factor login so you can set it up again.

What about your card in Apple Wallet / Google Pay

Changing the phone number in Pleo doesn’t change your physical or virtual card. If you’re switching phones, you may need to add your Pleo card to Apple Wallet / Google Pay again on the new device. 

If you’re unable to log in after changing phones, ask your admin to reset your authentication method so you can complete the login setup on the new device.

After you confirm, the employee will receive an email to reset their passcode or set up a new authentication method. The link in the email is valid for 24 hours. If it expires, trigger the reset again.

Team member lost access to their phone or authenticator app

If an employee no longer has access to their old phone number or authenticator app (e.g., lost phone), an admin must reset their two-factor login.

Once the reset is triggered, the employee will receive an email to set up a new authentication method on a new phone. After setup, the old phone can no longer be used to log in (even if the phone is found later).