If you have a new phone number and can't log in to your account, contact us. If you lost your phone and you're worried someone could use your account or card, contact us straight away.
If you have a new phone number
The phone number on your account can't be changed. If you can't log in to your account, contact us and our team will guide you.
If you have a new phone with the same number
When you log in on a new phone, the app may ask you for a quick face check to make sure it's you. If the face check doesn't work, contact us.
If you lost your phone or it was stolen
If you're worried someone could use your account or card, contact us straight away so we can help protect it. Without your phone, you can use the chat on pyypl.com, email care@pyypl.com or the web form at pyypl.com/contact.
If you're still logged in to Pyypl on another device, you can also freeze your card there: tap Cards, then Freeze.
If we send you a code, only enter it in the Pyypl app, on the screen that asks for it. We'll never ask for it by phone, email, chat or message.
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.
