This article explains how to update your login details (email, mobile number and login method), the contact information for an account, and your two-factor authentication (2FA) settings.
These are three separate records in Airwallex. Updating details in one place does not update the others.
Before you start
You must be signed in to your Airwallex account.
To update an account's contact information, you need the Admin or Owner role.
To update your login email address, you must be able to complete 2FA verification with your default 2FA method, and you must be able to open the inbox of the new email address.
To update 2FA settings, have your authentication device available: your phone with the Airwallex app, your authenticator app, or the phone that receives your SMS.
Update your login details
The Contact & login method section of your profile lists your Email, Mobile and Login method. Your email address is your unique login credential and is also used for notifications.
Updating your login details does not change the contact information for your accounts or your 2FA settings.
Change your login email address
In the top-right corner of any page, select the profile button (the circle showing your initials). A menu opens.
Select Profile. The Settings window opens on the Profile tab.
Scroll to the Contact & login method section.
Next to Email, select the Edit link.
Complete 2FA verification when prompted. The request is sent to your default 2FA method; follow the on-screen instructions.
On the Edit email page, the Current email address field shows your current email and cannot be changed.
In the New email address field, enter the new email address you want to use. This field is required.
Select the Submit button. The button is unavailable until the new address is different from your current one.
When the Verification email sent page appears, select the Done button.
Open the inbox of the new email address and find the email titled "Please verify your email".
In the email, select the Verify new email address button. The link expires in 3 days.
When the Email verified page appears, select the Go to dashboard button.
Outcome: The change takes effect once you verify the new address. From then on, sign in with the new email address.
Change your mobile number or login method
Open the Contact & login method section (steps 1 to 3 above).
Next to Mobile or Login method, select the Edit link.
Follow the on-screen instructions.
Update the contact information for an account
Each account has its own contact information: a contact name, business email and contact number. It is separate from your login details. Changing it does not update your login details or your 2FA settings.
In the left menu, select Settings. The Settings window opens.
In the window's left panel, select Organisation if it is not already selected. The Organisation settings page opens.
Scroll to the Accounts section.
In the Account dropdown, select the account you want to update.
Under Account information, scroll to Contact information.
Next to Contact information, select the Edit link. The fields become editable.
Update the fields you need:
First name and Last name: the contact's name.
Business email: the contact's email address.
Contact number: select the country code from the dropdown, then enter the number.
Select the Save button. To discard your changes, select Cancel.
Outcome: The contact information for that account is updated. If you have more than one account, repeat these steps for each account you want to change.
Update your two-factor authentication settings
In the top-right corner of any page, select the profile button. A menu opens.
Select Profile.
Select the Password & authentication tab.
Under Two-factor authentication (2FA), choose what you want to do:
To add the authenticator app, select the Set up button next to Authenticator app.
To make another method the default, select the ⋯ menu button next to that method, then select Set as default.
To change the mobile number used for one-time passwords, select the ⋯ menu button next to Mobile one-time password, then select Edit.
To remove a method, select its ⋯ menu button, then select Remove.
Complete 2FA verification when prompted. The request is sent to your default 2FA method; follow the on-screen instructions.
Complete the on-screen instructions for the change you chose.
Outcome: Your 2FA settings are updated. New sign-ins will prompt you to authenticate with your configured methods.
For step-by-step instructions for each method, recovery codes and what to do if you lose your authentication device, see Two-factor authentication (2FA) and one-time passwords (OTP).
Common issues
My changes are not showing everywhere
Airwallex keeps three separate records: your login details, the contact information for each account, and your 2FA settings. Updating one does not update the others. Apply the change separately in each place:
Profile tab, Contact & login method section
Settings > Organisation > Accounts > Contact information
Password & authentication tab
I did not receive the verification email after changing my email address
Check that you are looking in the inbox of the new email address. The verification email is sent there, not to your old address.
Check your spam or junk folder.
The link in the email expires after 3 days. If it has expired or the email does not arrive, repeat the steps in "Change your login email address" to send a new email.
I did not receive the 2FA verification request
Make sure the device for your default 2FA method is available and connected. Select the Resend link where it is shown. If it still does not arrive, select Choose a different method and verify another way.
I cannot edit the contact information
Editing an account's contact information requires the Admin or Owner role. If you cannot edit the fields, your user may not have this role. Ask your account administrator to update the details or adjust your permissions.
My 2FA setup is not completing
Make sure your authentication device is available and connected. The Airwallex app and mobile one-time passwords need an internet or cellular connection. If setup times out, start again from the Password & authentication tab.
If the issue continues, select the Kai button (the sparkle icon in the top-right corner of any page, next to your profile button) to contact Airwallex support.