You can recover access without going anywhere.

You forgot your six-digit passcode

  1. On the login screen, tap Forgot passcode.
  2. Enter your DNI number.
  3. You receive a code by SMS to your registered number.
  4. Complete a face verification (liveness check).
  5. Create a new passcode.

After this process we apply a 24-hour hold on outgoing transfers, for security.

You lost your phone or it was stolen

First: from any other device, open the app or website and sign out the lost device under Profile → Security → Devices.

If you can’t get in, call the emergency line. We block access immediately.

Then:

  1. Install the app on your new device.
  2. Log in with your mobile number.
  3. If you kept the number, you’ll receive the SMS code.
  4. If you lost the number, tap I don’t have access to this number and follow the DNI plus liveness verification process.

You lost access to your mobile number

This is the most complex case. You’ll need to:

  1. Start the process from I don’t have access to this number.
  2. Complete full identity verification: DNI front and back plus liveness check.
  3. Answer validation questions about your recent account activity.

Resolved within 48 business hours. If we can’t validate your identity this way, contact support.

Lockout from failed attempts

After 5 failed passcode attempts, the account locks for 30 minutes. After 3 consecutive lockouts, it locks for 24 hours and you’ll need the full recovery process.

Prevention

Keep your email address current and accessible. It’s the recovery route of last resort.