Introduction

If you are experiencing issues with a one-time passcode (OTP) when accessing Business Center—such as not receiving the code, receiving it late, or encountering an error after entering it—the issue may be related to email delivery, passcode expiration, or browser or environment settings. This article provides guidance to help identify common OTP-related issues and outlines steps to ensure the passcode is delivered and accepted successfully.

Overview

Users may experience issues with a one-time passcode (OTP) if the message is delayed or blocked, the passcode expires before use, or it is entered in an unsupported browser or environment. The procedures below help resolve both OTP delivery and validation issues.

Procedure

Follow these steps to troubleshoot and resolve one-time passcode issues:

Step 1 – Check Your Email Folders

• Review your Spam, Junk, and Trash folders for the one-time passcode email from Cybersource.

Step 2 – Review Email Rules or Filters

• Verify that your email client rules or filters are not redirecting or deleting messages from Cybersource.

Step 3 – Add Cybersource Email Addresses to Contacts

Add the following addresses to your contacts list to prevent filtering:

Step 4 – Verify Cybersource Domains Are Whitelisted

1. Contact your IT department and request that cybersource.com and visa.com are added to your company’s email whitelist. This may cause the one-time passcode to be delayed and received outside the required time limit.
2. Whitelist means trusted senders bypass spam filtering.
3. For additional details, reference Article Number 000002343.

Step 5 – Confirm Your Login Details

• Ensure the correct Organization ID and User Name were entered on the Forgot Password form.
• Check for spelling or spacing errors.

Step 6 – Verify Environment and Passcode Timing

• Confirm you are accessing the correct Business Center environment (Test or Live) for your account.
• Enter the one-time passcode within five minutes of requesting it. If it has expired, submit a new Passcode request.

Step 7 – Address Browser or Device Issues

• Use private browsing (Incognito mode in Chrome or equivalent).
• Clear your browser cache and cookies.
• Try a different web browser.
• Try completing the process from a different device.
• Disable password managers or browser add-ons during the reset process.

Step 8 – Request a New Code

• If all steps above are completed and the issue persists, return to the Forgot Password page and select Request a new code.

Frequently Asked Questions

• What should I do if I don’t receive the one-time passcode email?
  Check your spam, junk, and trash folders. Review email filters and ensure Cybersource addresses are in your contacts. If still unresolved, request a new code.
• How long is my one-time passcode valid?
  The passcode is valid for five minutes. If expired, submit a new request.
• Can I use SMS Recovery instead of email?
  Yes, you can configure SMS Recovery in Business Center to receive passcodes via text message.
• Who should I contact if my organization blocks Cybersource emails?
  Contact your IT department and ask them to whitelist cybersource.com and visa.com domains.

Additional Resources

• Article Number 000002343