If you forgot your passcode, tap Forgot your passcode? on the passcode screen. With a face check, you can set a new passcode straight away. Without one, our team resets it with you in the chat, which can take 24 to 48 hours.
If you forgot your passcode
To reset your passcode, follow these steps:
- Open the Pyypl app, tap Log in and enter your mobile number.
- On the Enter your Passcode screen, tap Forgot your passcode?.
- If the app asks for a face check, tap Verify and follow the steps. When you see Biometric accepted, tap Ok and create your new passcode.
- If there's no face check, tap Yes to reset, then tap Talk to us.
If the face check doesn't work, contact us.
If you want to change your passcode
To change your passcode, follow these steps:
- Tap your profile picture at the top left of the home screen, then tap Profile.
- Tap Change Passcode.
- Enter your old passcode, then your new one, and confirm it.
On any other phone or tablet, you'll need to log in again with your new passcode.
Keep your passcode safe
- Do not share your passcode with anyone. We'll never ask for it by phone, email, chat or message.
- Turn on face or fingerprint login: tap your profile picture at the top left, then Profile, then Enable Biometrics.
- If someone else may know your passcode, change it, freeze your card and contact us. See Someone took money from my account or got into it.
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
