When you access your dashboard, Ponto asks you to enter your email address, your password and a 6-digits verification code (two-factor authentication).

If necessary, you can update your two-factor authentication (even if you can no longer log into Ponto).

A. You can still log into Ponto with your current two-factor authentication method

You may want to update your two-factor authentication, for example when you want to change phone or phone number. You may also decide to use another method to generate your second authentication factor. In that case, log into Ponto and click on your name in the top right-hand corner to access your profile settings. In the Security tab, you can update your two-factor authentication.

B. You can no longer log into Ponto with your current two-factor authentication method

1. Reset your password  if necessary.

2. Access our account recovery page

3. Enter your email and password.

4. Click on "Recover".

5. Enter one of your recovery codes (attention one-time use code). Your recovery codes are stored in a text file named “ponto-recovery-codes.txt”, which you downloaded when you activated your Ponto dashboard. If you do not have your recovery codes, please send us a copy of your id card and mention the email address you use with Ponto and for which you want to recreate the second authentication factor.

6. Open Google Authenticator on your phone and scan the QR code to reconfigure your second authentication factor (or use the SMS method instead).

Make sure that you did not misspell your email address. Then, the first thing to check is your spam folders. Check also with your IT department if they have set up specific rules that would block our emails. If after 30 minutes you have no trace of our emails, you can try to create your account with another email address.

This might be caused by filtering rules set up by your mobile operator. You can try to click to resend the code after a couple of minutes. Don’t forget to check the SMS spam folder on your smartphone. If you keep facing this issue, consider using one of your recovery codes to re-create your second authentication factor, and eventually use the authenticator method. 

If you requested multiple codes, please make sure to use the most recent one. If the issue persists, try rebooting both your phone and computer. If the problem continues, consider recovering your second authentication factor, and eventually switch to the authenticator method. 

This issue is generally caused by a desynchronization between your smartphone’s clock and our servers. Please ensure that your smartphone is set to automatically configure the date and time settings based on your mobile network. If the problem persists, try restarting both your phone and computer. If you continue to encounter issues, consider recovering your second authentication factor. 

If you see this message, it means the security check could not be validated correctly.  

In most cases, the problem can be fixed quickly.

Please try the following steps:

1. Refresh the page and try again.

2. Complete the captcha again just before submitting the form.

3. Make sure JavaScript and cookies are enabled in your browser.

4. Temporarily disable browser extensions that may block some content, such as:

  - ad blockers,
  - privacy extensions,
  - antivirus web protection.

5. Try using a private/incognito window.

6. Clear your browser cache and cookies.

7. Try a different browser (Chrome, Edge, Firefox, Safari).

8. Check your network connection:

  - temporarily disable your VPN or proxy;
  - if possible, try another network.

9. Check your device’s date and time settings.

Your Ponto account is automatically set up when you first create the integration between your software and Ponto (learn more about software integration with Ponto). Your unique identifier in Ponto is your email address. It is also possible to sign up directly with Ponto. 

The Ponto dashboard is a one-stop user interface where you can add new bank accounts, manage your software integration, handle your consents, view all your transactions, sign payments, export transactions, and much more.

To activate your dashboard, you must sign in or create a Ponto account. 

No, if the Ponto fees are included in your software subscription (contact your software vendor if necessary). If your software subscription does not cover the Ponto fees, you will be invoiced by Isabel, and you must activate your dashboard to set up your billing preferences.

Note that we recommend all Ponto users activate their dashboard for better management of their bank account connectivity. 

A recovery code is a secure method to regain access to your Ponto dashboard if you have lost your second authentication factor (e.g., if you've changed phones or phone numbers, or lost access to your authentication app).

You can download these recovery codes when you first activate your Ponto dashboard or at any time through your profile menu in the Ponto dashboard. Your 10 recovery codes (each 20 characters long) are saved in a text file named “ponto-recovery-codes.txt”. If you haven’t downloaded your recovery codes yet, we recommend doing so immediately by accessing your profile in Ponto (click on your name once logged in).

Each code can only be used once. You must download new recovery codes every time you regain access to your Ponto dashboard. 

To change your email address:
 

1. Close your browser (clean the cache if you know how to do it).

2. Log into Ponto with the OLD email address. Click your name to access your profile and enter your NEW email address in the section "Change email".

3. You will receive an email in your NEW mailbox.

4. Click the link in the email.

5. If you are requested to log in again, use your OLD email address.

6. Confirm the email change.

7. Your email is now changed.

8. Click on your name to sign out.

9. Log into Ponto with the NEW email address.

No. The sandbox was created to assist developers in integrating Ponto, and its added value is rather limited for end-users. For you, as an end-user, the sandbox simply provides a preview of how the Ponto dashboard looks and works before you decide to link your real bank accounts to Ponto and your software. 

Yes, you can add users to your organization by sending them an invitation from the “Users” section in your organization's settings.

Ponto allows you to assign a role to each user:

1. Owner: The owner has full privileges over the organization.
    

2. Administrator: An administrator has the same privileges as the owner, except that he cannot:
    

   • Invite and revoke organization users.

   • Transfer the ownership of the organization.

   • Delete the organization.

   • Modify the billing details of the organization.
      

3. Collaborator (only for Representatives): A collaborator can only manage the set of organizations they have been assigned to.

Your VAT number must be valid and follow the format specified by your tax administration.

To verify the format of your VAT number and ensure it is valid for cross-border transactions within the EU, we use the VAT Information Exchange System (VIES) of the European Commission.

You can verify the validity of your VAT number by using the VIES VAT number validation service.

If VIES indicates that your VAT number is invalid, please select the option "Organization without EU VAT number" in Ponto.

A FAQ is also available on VIES if you need assistance with the format of your VAT number. If you cannot validate your VAT number, you can contact your national tax administration (see Q7 in the VIES FAQ: “The system indicates that a number is invalid. What action should I take?”).

The reason is that our services have already validated the current details of your organization, and this information has been distributed across our different back-end systems. To modify this information, please contact us. 

You can delete your Ponto account yourself by accessing your Ponto profile. Log in to Ponto and click on your name in the top right-hand corner.

If you can no longer access your Ponto account, please follow this procedure to recover access. 

If the system seems blocked when you enter your verification code, here are things you can check:
 

• Are the server/pc/smartphone clocks configured and synchronized correctly?

• Try temporarily disabling the antivirus package.

• Try on mobile or on another network.

• Activate the browser's inspection function to see if there are any error messages in the console (send them to us if necessary).