Authenticator-app OTP for withdrawals

For a withdrawal, the system may request a one-time code generated by the authenticator app linked to the account. This OTP differs from the code sent by email during sign-in and from Mangopay SCA proxy consent.

Security rules

• never disclose the OTP, QR code, setup key, or recovery codes;
• staff should never ask you for an OTP;
• enter the code only in the official flow opened from your authenticated session;
• do not approve an operation you do not recognise.

If you have lost access to the app

Do not try to bypass the control, and do not send identity documents in open chat. Contact support from your authenticated session and request the secure second-factor recovery process. Your identity, account status, and operation must be verified before any reset.

Distinguishing the different codes

• Email sign-in code: sent to the registered contact address during sign-in; it is not the authenticator-app code.
• Authenticator-app OTP: generated by an app linked to the account and may be requested for operations such as a withdrawal.
• Mangopay SCA and proxy consent: concern strong authentication and permissions requested by the payment-account provider; they are not an automatic diagnosis for password or email-delivery problems.

Do not share passwords, email codes, OTPs, QR codes, or recovery codes. If you do not recognise the request or the problem persists, stop trying and contact support from your authenticated session, providing only the type of step and any error message.

Updated on: 27/09/2026