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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?

Unfortunately, in that case you have lost access to your account. Qwil is a banking grade app relying on email and mobile number to ensure your identity. 

You will need to be re-invited as a new staff/client user to the organisation. The organisation administrator will de-activate your existing profile, change the email to deactivate@org.com (or something similar) as emails have to be unique, and then re-invite you as a new user. Once you accept, you can be added again in the Contact Groups and in the existing conversations to see the history. 

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