NMI Login Help — Troubleshooting & Account Recovery
Cannot access your NMI or USAePay account? This guide covers every common login issue with step-by-step solutions, from wrong portals to locked accounts and MFA problems.
Step 1: Are You on the Right Portal?
The single most common login problem is using the wrong portal. NMI has several separate login systems, and credentials from one do not work on another.
| Your Role | Correct Portal | Guide |
|---|---|---|
| Merchant (NMI) | secure.nmi.com | Merchant login |
| Partner / ISO / Reseller | Partner portal (varies) | Partner login |
| USAePay merchant | usaepay.com | USAePay login |
| USAePay reseller | Reseller portal (varies) | USAePay merchant |
Step 2: Check Your Credentials
- Passwords are case-sensitive — check Caps Lock
- Copy-paste from your password manager to avoid typos
- Ensure you are using the username, not your email (or vice versa — depends on the portal)
- If you have multiple NMI accounts, confirm you are using the credentials for the correct one
Step 3: Password Reset
Click the “Forgot Password” or “Reset Password” link on your portal’s login page. Enter the email address associated with your account. A reset link will be sent within minutes. Check spam/junk folders if it does not arrive.
If you do not have access to the registered email, contact your ISO or NMI support directly. They will verify your identity and can update the email on file.
Step 4: Account Locked
After several failed login attempts (typically 5-10), NMI locks the account for 30 minutes as a security measure. Wait for the lockout period to expire, then try again with the correct credentials. Your ISO can also unlock the account manually.
Step 5: MFA / Two-Factor Issues
- Time sync — Authenticator apps generate time-based codes. If your phone clock is off, codes will fail. Go to your phone’s date/time settings and enable automatic time.
- Lost device — Use your backup codes (saved when you first set up MFA). If you do not have backup codes, contact your ISO or NMI support for a reset.
- SMS not arriving — Check that your phone number is correct in your account settings. Try requesting the code again after 60 seconds.
Step 6: Browser and Network Issues
- Clear browser cache and cookies
- Try incognito/private browsing mode
- Switch to a different browser (Chrome, Firefox, or Edge recommended)
- Disable browser extensions that may interfere (ad blockers, privacy tools)
- If on a corporate network, check that the portal URL is not blocked by a firewall
Step 7: Account Migration (USAePay to NMI)
If your USAePay login suddenly stopped working, your account may have been migrated to the NMI platform. Check your email for migration notices from NMI. Your new credentials and portal URL will be in that email. See What Is USAePay? for context.
Still stuck?
If none of the above resolves your issue, contact your ISO or reseller directly. They have administrative access to your account and can diagnose issues that are not visible from the login screen. You can also reach NMI support through your ISO’s support channel.
FAQ
How many login attempts before my account locks?
Typically 5-10 failed attempts trigger a 30-minute lockout. The exact threshold depends on your account configuration. Contact your ISO to adjust this setting.
Can I change my username?
Username changes require administrative access. Contact your ISO or NMI support to request a change. Sub-user accounts can be renamed by the account administrator.
Why does my password reset link not work?
Reset links expire after a set period (typically 24 hours). Request a new link. Also check that you are clicking the most recent email if multiple were sent.
Find your portal: Return to the NMI Login hub to identify the correct console for your role.