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I lost my account phone number

  • Updated

Who can use this feature?

All users

If you have lost your account phone number used to receive SMS verification codes, you can change your number from the sign-in process.

 

To change your account phone number from sign in you will need:

  • Your Qwil ID or username.
  • Your password.
  • Your recovery code. 
  • Your new number to receive a verification code.

 

To change your account phone number:

  1. From the sign-in screen enter your Qwil ID or username and password.
  2. In the 2-step verification screen click on I want to reset my phone number.
  3. Enter your Username or Qwil ID, Password, Recovery Code and New number.

    Screenshot_2021-06-21_at_09.58.13.png

    Note: Make sure you add your country code (i.e. +44) The flag icon will display your country to confirm you have entered your number correctly. Do not manually change the flag icon as this will save an incorrect number.

  4. You will receive an SMS code to your New number.
  5. Enter the SMS code and click Submit.
  6. You will receive an email to confirm the update.

Note: You can also change your account number from your account settings. See Change my account phone number but you will require the original mobile number to do so. 

 

What if I don't have the mobile number or recovery code?

Qwil is a banking grade app relying on email and mobile number to ensure your identity. 

The organisation administrator will need to request a mobile number change to support@qwil.io including the Qwil ID, old mobile number and new mobile number. 

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