What you'll need to do depends on whether you've lost access to your phone number or your email address.
If you've lost access to your phone number
You can try updating your phone number yourself, directly from the sign-in screen:
Go to your Vivid Money App to sign in. When prompted to enter your old phone number, select the option to sign in with your email address instead.
Enter your email. We'll send a one-time password (OTP) to your email address. Enter this code to continue.
You'll then be asked for the OTP sent to your old phone number — since you no longer have access to it, select "Lost access to your phone number?" to proceed.
You'll be asked to enter your passcode — you won't be able to continue without it.
Complete face verification. Follow the on-screen instructions to verify your identity.
Add your new phone number. Once verification is successful, enter your new phone number. We'll send an OTP to confirm it.
You're all set! After confirming the OTP, you'll be signed in and your account will be updated with your new number.
If the flow above doesn't work for you, reach out to us at [email protected] with the following documents so we can verify and update your number manually:
Mobile contract/invoice showing your full name and phone number.
A single picture showing both:
SIM card holder or packaging with the phone number (not handwritten).
Your passport/ID.
Please specify in your email that you no longer have access to your previous phone number, and our team will assist you with updating it.
If you've lost access to your email address
This one needs to go through our support team directly. Please contact us at [email protected] with the following document so we can verify and update your email address:
A selfie holding a piece of paper with the new email address and the current date written on it.
Please specify in your email that you no longer have access to your previous email address, and our team will assist you with updating your login credentials.