Follow these steps to troubleshooting your log in issues.
Feb 14, 2024
This article provides troubleshooting steps for logging in to BILL Accounts Payable and BILL Accounts Receivable.
Learn how to log in to BILL Spend & Expense.
Log in to a BILL account
If you are having trouble logging in to your BILL account, make sure you are using the same email address that we have on record for the User on the account. Try to access the account using a work email address or a different personal email address if the email address you are trying isn't enabling your access to the account.
If you are certain of the email address you're using, next check that you are using the current password. Passwords are case sensitive and require a minimum complexity for your protection:
A BILL password must contain:
- A minimum of 12 characters
- At least one number or symbol
- At least one uppercase letter
- At least one lowercase letter
Multi-factor authentication (MFA)/2-step verification
Multi-factor authentication (MFA)/2-step verification is a security process that requires more than one method of authentication from independent credentials to verify the user’s identity.
Multi-factor authentication (MFA)/2-step verification adds an additional layer of security to a BILL account by requiring not only a username and password to log in, but also an additional code sent to a phone. This makes it extremely difficult to break into a BILL account.
If you are having trouble logging in due to the MFA code, check out the troubleshooting section of our Multi-factor authentication (MFA)/2-step verification article for help.
If you can't to login to your BILL account because you don’t have access to your phone to receive the verification code, you can try to change your phone number yourself through the self-service option. Simply go to www.bill.com/login and enter your email address and password. Select Need to use a different number? to enter your updated phone number. It should take just a few minutes!
If you aren't able to change your verification phone number through the self-service option, you can submit a request to change your phone number using the 2-step Verification Access Request form.
If aren't a User on the account or need to change the Administrator of a BILL account, please use the Administrator Update Request form. You won't be able to add yourself as a User to an account using the 2-step Verification Access Request form.
Log into a Portal account
If you are paying a vendor through a portal account, you do not have a BILL account that can be accessed from the BILL site. Check the invoice you received from your vendor. It will include a unique URL to access your portal account. Please go to that site to login. If you've forgotten your password to access your portal account, select the Forgot password? link on the portal login page.
What to do if you are the new account owner but cannot login
If you are the new or administrator of a business, but you do not have access to the account, there are options depending on the type of account you have. Account types are:
- Subscription-free Basic account: An account with no monthly fee that can only accept or send payments to Advanced BILL accounts connected via Payment Network ID through the BILL network
- Advanced account: An account with a monthly fee that has additional features such as sync with accounting software, Approvals, and the ability to accept payments or send payments to more people, regardless of account type or connection status
Subscription-free Basic account
- Option 1- keep existing account
If the past account Admin contact can login:
- Have the old Admin login and add you as an Admin user
- You login and delete the user profile for the old Admin
- You can then add a new bank account if needed, and begin using the account
This method is ideal as you will have access to the historical invoice and payment information in the existing account.
- Option 2- Have your customer disconnect from the old account and invite you to create a new account.
If the old Admin is not able to login and add you as a user to the existing account:
- Ask your customer to disconnect from the old Admin's account in the vendor record in their account
- Ask your customer to send a new invitation to you
- Accept the invitation and create your own account, and add a bank to receive payment
With this method, you will only see payment and invoice information going forward, and cannot access historical info.
Advanced account - If your company has a BILL account, but you are not a user on it, you will need to contact an existing user:
- Have an existing user login and add you as an Administrator user
- Then you can login and delete the user profile for the old users as needed
- Add a new bank account if needed
This method is ideal as you will have access to the historical invoice, bill, and payment information in the existing account.
To see if we can enable your access, please contact Customer Support