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How to recover access to your account

If you’ve managed to lock yourself out of your account the steps below should help you recover access.

Step One.

  1. Firstly, download the Up app or update it to make sure you have the latest version.
  2. Fire it up and press Agree & Continue.
Home Screen

Step Two.

  1. When prompted, enter your mobile number and the verification code we send.
  2. If you do not have access to your old number, press Existing Upsider with a new number?. After verifying your new number and providing your old, you will be prompted to complete Manual Verification.
Enter mobile number
Enter verification code

Step Three.

  1. If you remember it, Enter your passcode. You’re done!
  2. If you don’t, tap I forgot my passcode, then tap Begin account recovery.
Enter Passcode
Begin account recovery

Step Four.

  1. Enter your Account recovery code. This code can be found in the email sent to you when you first registered and verified your email address. The subject line of the email you need is Your Up Account Recovery Code.
  2. If you cannot find your recovery code, tap I’ve lost my recovery code to proceed to Manual Verification.
  3. Confirm your date of birth when prompted.
Enter recovery code
Enter date of birth

Step Five.

  1. Set a new passcode. Have a read of our security page for some advice on choosing a good passcode.
  2. If this has all worked, then you’re done! You should now be able to access your account.
Create passcode
Account recovery successful

Manual Verification

If you cannot find your recovery code or have a new phone number, you’ll need a copy of your driver’s licence, photo ID or passport handy and we’ll walk you through a manual verification process.

Step One.

  1. We’ll need to confirm your identity using your Driver’s Licence, Photo ID or Passport. You will need a physical copy of this identification present.
Choose recovery ID

Step Two.

  1. We need a photo containing your identity document, the provided verification number and your face.
  2. Tap the checkbox, then Take photo to proceed.
Selfie instructions
Selfie guide

Step Three.

  1. Carefully inspect your photo before submitting it to make sure all details are visible, not blurry or obstructed. Tap each checkbox in turn.
  2. If you are having trouble taking the photo clearly, ask someone to assist.
Take a selfie
Confirm selfie

Step Four.

  1. Now take a close up photo of the same identification included in your selfie as directed.
  2. Ensure that key details are clear and not obscured by glare.
Identification
Identification confirm

Step Five.

  1. We’ll then ask you to set and confirm a pin that will become active once your manual recovery has been approved. Have a read of our security page for some advice on choosing a good passcode.
  2. Manual recoveries are carefully inspected by a human and can take up to 24 hours to process. When your account is recovered, you’ll be sent an email notification letting you know.
Create new passcode
Manual recovery started