3 minutes Account Access
Overview
If you need to reset your password for security reasons or have forgotten it, this guide explains the simple process to regain access to your SAPI communications and account information.
When to Reset Your Password
Forgot your password
You can't remember the password you set up.
Security concern
You suspect your password may have been compromised or accessed by unauthorized persons.
Best practice update
You haven't changed your password in 6+ months and want to update it for security.
Employee changes
The person who had access has left your business, and you need to reset credentials.
How Password Reset Works
Since SAPI currently manages customer accounts via email and phone (without a customer portal login), "password reset" primarily applies to:
Email account access (your business email registered with SAPI)
Payment processor logins (for Open Banking connections)
Direct Debit portal access (GoCardless)
Updating Your Registered Email Address
If you need to change the email address SAPI uses to contact you:
Contact SAPI:
- Email: [email protected]
- Phone: +44 20 3868 4990
Provide:
- Your SAPI account reference
- Current email address on file
- New email address
- Reason for change
Verification:
- SAPI will send a confirmation code to your new email address
- You'll need to confirm the code to complete the change
Processing time: 1-2 business days
Resetting Payment Processor Access
If you've forgotten your payment processor login (Stripe, SumUp, etc.) and need to reconnect for Open Banking:
Step 1: Reset via Your Payment Processor
Visit your payment processor's website and use their "Forgot Password" function:
Major Processors:
- Stripe: stripe.com/login → "Forgot password?"
- Square: squareup.com/login → "Forgot password?"
- SumUp: me.sumup.com → "Forgot your password?"
- Worldpay: online.worldpay.com → "Forgot password?"
Step 2: Reconnect to SAPI
If you reset your payment processor password and broke the Open Banking connection:
Contact SAPI:
- Email: [email protected]
- Phone: +44 20 3868 4990
Request:
"I've reset my [Stripe/Square/etc.] password and need to reconnect Open Banking for my SAPI advance."
SAPI will:
- Send you a new secure Open Banking connection link
- Guide you through reconnecting your payment processor
- Verify the connection is working
Timeline: Same-day reconnection (if contacted during business hours)
Resetting GoCardless Direct Debit Access
If you need to access your GoCardless Direct Debit mandate settings:
Visit: gocardless.com
For password reset:
1. Click "Sign In"
2. Select "Forgot password?"
3. Enter your email address
4. Follow the reset link sent to your email
Can't access GoCardless?
Contact SAPI at [email protected] or +44 20 3868 4990. We can update your Direct Debit details directly without you needing GoCardless access.
Security Best Practices
Creating Strong Passwords
When setting up passwords for financial accounts:
Do:
- Use minimum 12 characters
- Include uppercase, lowercase, numbers, symbols
- Use a unique password (not reused elsewhere)
- Store in a password manager (1Password, LastPass, Bitwarden)
Don't:
- Use your business name or personal name
- Use "Password123" or simple patterns
- Reuse passwords across multiple financial sites
- Share passwords with employees (set up their own access instead)
Regular Password Updates
Best practice:
- Update critical financial passwords every 6-12 months
- Change immediately if you suspect compromise
- Update when employees with access leave the business
Two-Factor Authentication (2FA)
Enable 2FA wherever available:
- Payment processors (Stripe, Square, etc.)
- Email accounts
- Banking apps
- GoCardless
2FA adds critical security: Even if your password is compromised, attackers can't access your account without your phone/2FA device.
What to Do If Your Account is Compromised
If you believe your business email or payment accounts have been accessed without authorization:
Immediate Actions
1. Change passwords immediately
- Email account
- Payment processor login
- Business bank online banking
- Any other financial accounts
2. Enable 2FA (if not already active)
3. Notify SAPI
- Phone: +44 20 3868 4990 (urgent)
- Email: [email protected] with subject "SECURITY BREACH"
4. Notify your bank (if banking credentials compromised)
5. Review recent transactions
- Check for unauthorized Direct Debits
- Review payment processor for suspicious activity
- Check business bank account for unusual transactions
SAPI Will Help You
We can:
- Temporarily pause collections while you secure accounts
- Update your registered email and contact details
- Reconnect Open Banking once you've secured your payment processor
- Update Direct Debit mandate if your bank account was compromised
- Monitor for any suspicious activity on your SAPI advance
Frequently Asked Questions
Q: I forgot which email address I registered with SAPI—how do I find out?
A: Call +44 20 3868 4990 with your business name and account reference (from statements). We'll confirm your registered email.
Q: Can I change my email address myself?
A: No. For security, email changes require verification via phone or email confirmation. Contact [email protected] or +44 20 3868 4990.
Q: How do I know if my password reset email from SAPI is legitimate?
A: SAPI doesn't send password reset emails because there's no customer portal login currently. If you receive one claiming to be from SAPI, it may be phishing—report it to [email protected] immediately.
Q: I can't access my business email anymore—how do I update SAPI?
A: Call +44 20 3868 4990 immediately. You'll need to verify your identity with security questions and provide a new email address.
Q: My payment processor login was hacked—will this affect my SAPI advance?
A: Contact SAPI immediately at +44 20 3868 4990. We'll help you reconnect securely once you've regained control of your processor account. Also contact your payment processor's fraud team directly.
Q: How often should I change my passwords?
A: For financial accounts (payment processors, banking, email), change passwords every 6-12 months or immediately if you suspect compromise.
Need Help?
Email address changes: [email protected]
Security emergencies: +44 20 3868 4990
Password/access issues: [email protected]
Account compromise: +44 20 3868 4990 (urgent)
Need Help?
Email: [email protected]
Phone: +44 20 3868 4990
Business Hours: Monday-Friday, 9am-5pm GMT