For: All Prommt users.
Before you start
Check the following first — these resolve the majority of login issues without needing support:
You're using the correct login URL: app.prommt.com
You're using the email address your Prommt account was created with (not a personal address or an alias)
Caps Lock is off when entering your password
You're using a supported browser — Chrome, Edge, Firefox, or Safari (up to date)
If you've confirmed all of the above and still can't log in, use the sections below to match your specific symptom.
"Incorrect username or password"
This error appears when the email address or password entered doesn't match an active Prommt account.
Step 1 — Reset your password
On the Prommt login page, click Forgot your password? and enter your email address. You'll receive a reset link within a few minutes.
If the reset email doesn't arrive, check your spam or junk folder. If it's not there, contact your Prommt Administrator — the email address on your account may need to be updated.
Step 2 — Confirm you have an active account
If the reset email still doesn't arrive, you may not yet have a Prommt account. Ask your Prommt Administrator to check whether you appear in Users and whether your status shows as Active or Invited.
Invited — your invite email was sent but you haven't accepted it yet. Ask your Admin to resend the invitation.
Not listed — you haven't been added yet. Ask your Admin to add you via Users → Add Member.
"Verification code is not valid" or 2FA code not working
Prommt uses two-factor authentication (2FA) via Google Authenticator. If your 6-digit code is being rejected, one of the following is likely:
The code has expired Each code is only valid for 30 seconds. If you're entering it slowly or switching between screens, it may expire before you submit. Wait for the next code to appear in Google Authenticator and enter it immediately.
Your device clock is out of sync Google Authenticator codes are time-based. If your phone's clock is even slightly out of sync with the correct time, your codes will be rejected.
On iPhone: go to Settings → General → Date & Time and enable Set Automatically
On Android: go to Settings → General Management → Date & Time and enable Automatic date and time
After correcting the time, try logging in again with a fresh code.
You're entering the code for the wrong account If you have multiple accounts in Google Authenticator, make sure you're using the code listed under your Prommt account entry.
Lost access to Google Authenticator (new phone, deleted app, or lost device)
If you no longer have access to the Google Authenticator app that was linked to your Prommt account — because you've changed phones, the app was deleted, or your device was lost — you won't be able to generate valid codes.
You'll need your Prommt Administrator or Prommt Support to reset your 2FA. You cannot reset it yourself.
If your account has a Prommt Administrator: Ask them to contact Prommt Support on your behalf via the chat button in their Prommt dashboard. Support will reset your 2FA so you can set it up again on your new device.
If you are the Administrator, or your account has no active Admin: Contact Prommt Support directly via the chat button on the Prommt login page, or email support@prommt.com. Provide your name, company name, and the email address on your account.
Once your 2FA is reset, you'll be prompted to scan a new QR code with Google Authenticator the next time you log in.
"Your account has been locked"
Accounts are temporarily locked after a number of failed login attempts. This is a security measure to protect your account.
Wait 15 minutes and try again with the correct credentials. If you're unsure of your password, use Forgot your password? on the login page to reset it before attempting to log in again.
If the account remains locked after 15 minutes, contact Prommt Support.
You've never logged in before (new user)
New users are added to Prommt by an Administrator and receive an invitation email from Prommt. You need to accept this invitation before you can log in.
Check for an invitation email from noreply@prommt.com (subject: You've been invited to join Prommt). Check your spam or junk folder if you can't find it in your inbox.
Click the link in the email to set your password and activate your account. Invitation links expire after 7 days — if your link has expired, ask your Administrator to resend the invitation from Users → [your name] → Resend Invite.
Blank screen or the login page won't load
If the Prommt login page is loading as a blank screen or not loading at all, see the related article [Troubleshooting: checkout and payment pages not loading] for browser-specific steps.
Quick checks:
Try a different browser
Clear your browser cache and cookies, then reload the page
Disable any browser extensions (ad blockers and VPNs can interfere)
Try opening the page in a private/incognito window
What success looks like
After logging in successfully, you'll land on your Prommt dashboard showing your payment requests, send options, and navigation menu. If 2FA is required on your account, you'll be prompted for your Google Authenticator code after entering your password — entering a valid code completes the login.
Still stuck? Contact Prommt Support
If none of the above resolves your issue, contact the Prommt Support team:
Chat: Use the chat button on the Prommt login page or inside your dashboard (if you can access it)
Email: support@prommt.com
When contacting support, include your name, company name, and the email address on your account. This lets us locate your account immediately.