Introduction

If you did not receive the one-time passcode (also called a Recovery Code) after using the Forgot Password option on the Business Center sign-in page, the message may have been delayed, filtered, or blocked. This article outlines common causes and provides step-by-step guidance to ensure you receive the passcode email from Cybersource.

Procedure

Follow these steps to troubleshoot and resolve the issue:

Step 1 – Check Your Email Folders

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

Step 2 – Review Email Rules or Filters

• Check your email client settings to ensure messages from Cybersource domains are not being automatically redirected to another folder.

Step 3 – Add Cybersource Email Addresses to Contacts

Add the following addresses to your contacts list with a suggested name of "Do Not Reply" to prevent filtering:

Step 4 – Verify Cybersource Domains Are Whitelisted

1. Contact your IT department and request that the domains cybersource.com and visa.com be added to your company’s email whitelist.
2. Whitelist: A list of trusted email addresses or domains that bypass spam filters.
3. For more information, see Article Number 000002343.

Step 5 – Confirm Your Login Details

• Ensure you entered the correct Organization ID and User Name in the Forgot Password form.
• Double-check for typos or spacing errors.

Step 6 – Request a New Code

• If you have completed the above steps and still have not received the passcode, return to the Forgot Password page and select Request a new code.