Password Issues / Locked Account / User Creation
Why has my password expired?
PCI regulations state that a password must be updated once every 90 days, and so after this time we force a password change.
Your system won’t accept my password.
Please ensure you are following our password policy, specifically in terms of the symbols used. Our system only supports certain characters, and the password policy provides a list of these.
I’ve forgotten my administrator password, what do I do?
If you have two factor authentication enabled on your username (and your account is not currently locked), simply click the “forgotten password” button within MyST to receive a recovery email. If you cannot do this, then please email support@securetrading.com and request assistance, ensuring you provide your username.
Why is my account locked?
There could be several reasons; the account could be temporarily locked due to invalid login attempts, or your account could be locked due to inactivity. In any case of a locked account, Support can unlock this for you on request.
Can I provide my staff with individual usernames?
Yes, the Site Admin (main user) can create other users and provide them with their own access levels.
We strongly advise that you use individual logins as you may require this for PCI accreditation, and this will also log which username has performed an action.
I’m having problems with my Omnipay / RAM TOOL Password / Account
This is not a gateway question – the merchant must be redirected to Acquiring.com / STFS.
Please can you help with my SAQ / My SAQ has expired
This is not a gateway question – the merchant must be redirected to Acquiring.com / STFS.