To enhance payment security, SmartMoving uses a One-Time Passcode (OTP) authentication process for certain payments made in the Customer Portal.
This added security layer is required by some banks and financial partners and cannot be disabled.
What Is OTP and Why Is It Required?
OTP (One-Time Passcode) is a temporary verification code sent to the customer before they can complete a payment.
It:
Confirms the identity of the payer
Protects against unauthorized transactions
Creates a secure audit trail
How OTP Works in the Customer Portal
When a customer clicks Pay Your Invoice, they are prompted to verify their identity.
Authentication Options
Customers may receive their one-time passcode via:
Text message (SMS)
Email
If both phone and email are on file, both options will appear.
If only one method exists, only that option will be available.
After selecting a delivery method:
The OTP is sent
The customer enters the code on the verification screen
Once verified, they can complete the payment
Customer Portal Payer Designation
You can designate a specific contact as the Customer Portal Payer.
When assigned:
A tag will identify this contact when sending invoices
The Verify Identity page will display that contact’s information
The audit trail will reflect the designated payer
This improves clarity and ensures the correct person is completing the transaction.
OTP and ACH Payments
OTP authentication also applies to certain ACH payments made in the Customer Portal.
This ensures identity verification across supported electronic payment methods.
Contact Information Requirements
The OTP system uses contact details stored in SmartMoving.
Important:
Customers cannot add or modify their email or phone number during OTP verification
Contact information must be updated in the customer profile before payment
Accurate email and phone records are critical for successful authentication
Frequently Asked Questions (FAQs)
What if my customer does not receive the OTP?
Verify that the correct email address and/or phone number is stored in their customer profile. Update it if necessary and retry the payment.
Is OTP required for deposit payments?
No. OTP authentication is not currently required for deposit payments.
Can a customer add a new email or phone number during verification?
No. Customers cannot edit contact details during the OTP process. This protects the integrity of the authentication system.
Does OTP apply to all payment methods?
OTP is required for certain payment methods, particularly those involving specific banks and ACH transactions. We recommend keeping customer contact information accurate for all payments.