We'll need to confirm your identity using your Driver Licence, Photo ID or Passport. You'll need to take photos with physical copies of your ID.

If you don't have a valid form of ID, please email us at support@up.com.au.

Step 1.

• If you've arrived here from trying to recover your account in some other way, proceed onto the next step.
• Otherwise, see other ways to recover - you may not need a manual verification

Step 2.

• Select the form of ID you'd like to recover with
• Follow the prompts in-app to take the necessary photographs with your ID
• Make sure all your details are clearly visible, not blurry and not obstructed. If you're having trouble taking the photo clearly, ask a mate for help.

Step 3.

• Select a new passcode and confirm it. This passcode will become active once your manual recovery has been approved.

Step 4.

• Your submission will be reviewed by our support team and you'll be notified of the outcome