If you can't access your account, you can change your phone number on your own, without waiting for our team. The process uses facial recognition to confirm it's you.
Before you start
- Have your government-issued ID on hand.
- Your account must have a government-issued ID on file from your identity verification.
- You need access to your account email and a device with a camera and a good internet connection.
- For security, withdrawals pause for 24 hours after the change.
How to start
Open the chat using the button on this same Help Center page, say that you want to change your phone number and that you can't access your account. Follow the chat instructions until you get the link to start.
Steps to change your phone number
- Accept the security notice. Check both boxes to confirm that you understand the 24-hour pause on withdrawals. Then select Change phone.
- Enter your email. Type the email linked to your account and select Continue.
- Open the link in the email. Select Verify my identity on a device with a camera. The link is valid for a limited time. If the email doesn't arrive, select Retry. You have to wait 10 seconds between attempts.
- Get ready for facial recognition. Check that your connection is good, avoid wearing accessories like glasses or hats, find a well-lit spot, and place your face in the center of the oval.
- Turn on your camera. You will see a warning about flashing lights. Take it into account if you are sensitive to light. When your browser asks, select Allow access to this site, then select Start verification.
- Complete the verification. Center your face in the oval and follow the on-screen instructions: "Get closer to the camera," "Get even closer," and "Almost there, don't move." When "Done! You completed face verification" appears, select Continue.
- Enter your new number. Type it in "Enter your new number" and again in "Confirm your new number." Both must match. Select Continue.
- Verify your new number. Enter the code we send you by SMS. If it doesn't arrive, select Resend code.
- Check the confirmation. You will see that your number changed. From there you can select Change password or Go to login. We also send a confirmation email.
Didn't work? Here's what to do
| Situation | What to do |
|---|---|
| I don't have access to my email | Select "Don't have access to your email?" or contact our team through chat. |
| The numbers don't match or the number is invalid | Check that both fields have the same number and the correct format. |
| The SMS code is wrong or expired | Enter the code again or select Resend code. |
| I can't turn on my camera | Check your browser permissions and select Try again. |
| "Something went wrong" appears | Try again later or contact our team through chat. |
| "You've reached the attempt limit" appears | You can try again in 24 hours, or contact our team through chat. |
| "Contact support" appears | You can't complete the process on your own, for example if your account has no ID on file. Our team will guide you. |
| I didn't make this request | Contact our team through chat right away. |