Recover Your Account Using The Same 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.

If you're changing your mobile number, click here to Recover Your Account With A New Mobile Number

When prompted, enter the mobile number linked to your account and press 'Next'
Enter the verification code we send you via SMS.

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

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

Step 3.

If you know your passcode, enter it here. You're all done 👏
If you don't remember your passcode, tap "I forgot my passcode" and then "Begin acccount recovery".

Up App screen where your passcode can be entered

Up App screen where account recovery can begin

Step 4.

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
Press "Next", then enter your date of birth
If you can't find your recovery code, tap "I've lost my recovery code" to proceed to a Manual Account Recovery

Up App screen where your recovery code can be entered

Up App screen where your date of birth can be entered

Step 5.

Enter your new passcode and confirm it
You're all done 👏

Up App screen where your new passcode can be entered

Up App screen indicating recovery is complete

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