Recover Your Account Using A New Mobile Number

Step 1.

Firstly, download the Up app or update it to make sure you have the latest version.
As you already have an account, tap 'I've been here before'.

Up App screen with "I’ve been here before" button

Step 2.

Tap "I have a new number".

Up App screen for entering the mobile number linked to your account

Step 3.

Enter the number currently linked to your account.
Enter your date of birth.

If you can't remember the mobile number linked to your account, please email us with:

your full name
date of birth
your new mobile number

to support@up.com.au.

Up App screen for entering your old mobile number

Up App screen for entering your date of birth

Step 4.

Enter your new phone number and the verification code we send you via SMS.

Up App screen for entering yout new mobile number to be linked to your account

Up App screen with entry box for verification code sent to you

Step 5.

Enter your account recovery code. This code was emailed to you after you verified your email address, or after your last successful account recovery. If you need help finding your code, see some hints and tips.
Enter your passcode.
You're all done 👏

Can't find your recovery code? Tap "I've lost my recovery code" to proceed to a Manual Account Recovery.Can't remember your passcode? Tap "I forgot my passcode" to proceed to a Manual Account Recovery.

Up App screen where your recovery code can be entered

Up App screen where your passcode can be entered

Find Your Recovery Code

What’s an Account Recovery Code and where to find it

Read how

Troubleshooting

Some useful tips if you get stuck

Read how