Log In Issues

I can’t login

In case you have forgotten your Revolut app passcode make sure you’re using your phone number or email associated with your Revolut account. Then follow the steps:

  1. Open the app and select ‘Login
  2. Enter the phone number linked to your account and hit ‘Continue
  3. Tap ‘Forgot your passcode?
  4. Take a selfie or upload ID if required
  5. Create a new passcode (avoid consecutive/repeating digits)

You may be asked for a One-Time Passcode via SMS or email. If you can’t receive the SMS OTP, wait for the count to expire and tap ‘Resend code’ for email authentication.

I lost access to my phone number

If you’ve changed your phone number, follow these steps on a mobile device (not possible on a web browser):

  1. Open your app and select ‘Login’ → tap ‘Lost access to my number’ → select ‘I don’t remember my previous phone number’ → enter your email address that you used to create your Revolut account.
  2. Enter your passcode, and follow the steps to change your phone number — you might be asked to provide a selfie, and upload your ID.

Finally, you may be asked to either enter a One Time Passcode (OTP) which you should receive via SMS (do not share this OTP with anyone) or authenticate through email. If for some reason you can’t receive the SMS OTP, wait for the ‘Resend code’ countdown to expire and tap ‘Resend code’. This will give you the option to receive an email authentication instead of the SMS OTP.

:point_right: If you fail the verification process three times, you’ll be directed to the in-app chat support.

I think I have a duplicate account

We can only allow you to have one personal and one business account registered with the same phone number and email address. It’s not possible to open two personal accounts, even with different login details.

Check out all the details in our Terms & Conditions.

How did I create a duplicate account?

Usually, a duplicate account is created when you get a new phone number. This can be a result of moving countries, losing your credentials or changing service providers. When you get a new phone number, you should change the phone number registered to your account.

How do I close a duplicate account?

If for any reason you have created a duplicate account (e.g. with your new phone number), it needs to be closed.

If you have access to your account which is believed to be duplicated:

  1. Go to your ‘Profile’ section in the upper left corner and select ‘Account’.
  2. Scroll down and tap ‘Close account’.

Once the duplicate account is closed, you can change the phone number on the original account.

Trouble with mobile verification code

If you’re having trouble getting SMS messages, you can try following troubleshooting methods:

  • Ensure your network signal is strong enough. You can refresh it by turning your phone into airplane mode and then back to regular mode.
  • Check if there are any SMS filtering settings or applications on your phone.
  • Ensure that your phone inbox isn’t full.
  • Alternatively, please swap the SIM to another phone to verify if the delivery issue is phone-related.

In case you’re unable to receive SMS messages, you can opt to receive emails instead. If you let the time run out at the ‘Resend code’, select ‘Resent code’ and choose ‘email verification method’.

:information_source: This option isn’t always available, i.e. linking cards to Google Pay or Apple Pay, credit application, or external transfer submission.

:point_right: Before doing so, your email must be verified, tap on the Profile icon in the top left corner in the app → ‘Account’ → ‘Personal details’ → ‘Email’. Tap the ‘Verify’ button in the received email message. Check your spam folder in case you can’t find it in your inbox.

My phone has been lost or stolen

Try to use another mobile device to log in to your account and change your passcode for security.

If you manage to log in, disconnect your account from the previous device by going to your ‘Profile’ on the top left of the screen → tap ‘Security & Privacy’ → choose ‘Devices’ → select a device and tap ‘Log out’.

If you’re unable to login using another device, recover your access as explained below:

  • To recover your passcode check here.
  • To set up a new phone number without having access to the previous phone number check here.

If you fail a selfie or document verification process at least three times, our agent will help you via chat.

How can I log in with a new device and phone number?

If you’ve changed your device and face difficulties with logging in, here are a few steps to follow in order to recover access to the account.

Option 1:

  1. Download the Revolut app on your new device and log in with your old phone number
  2. Open the text message received on your old phone number and tap the verification link
  3. Go to the Personal details section and change your phone number
  4. Enter one-time verification code (6-digit code) received on your old number
  5. Enter the passcode
  6. Enter the 6-digit code received on your new number

Option 2:

  1. Open the Revolut app on your old phone
  2. Go to the Personal details section and add an email address to your Revolut account
  3. Open the Revolut app on your new device
  4. Check if it recognizes you. You should receive an activation email prompting you to activate the account on your new device. You’ll then be asked to take a selfie using the new device.

You can read more in the article ‘How do I change my phone number?’.

If the application prompts you to take a selfie using your new device, follow all the instructions accordingly. Please wait a few minutes until the selfie is verified, and then you should be able to access your account.

Taking a selfie doesn’t mean the app will automatically open a new account - the selfie is for security purposes.

If your login attempt was unsuccessful:

  • Reinstall the Revolut app: uninstall the Revolut application and restart your device → wait for two minutes → download the app again → install it on your device and check if you can log in now
  • Update your phone: check if your new device is running the latest system version → go to settings and run the required updates

Account

Where can I find my account details?

To obtain your account details, simply go to the Home screen → ‘Details’.

If you need to get details of another currency account or your joint account use the account selector below your balance → select account → ‘Details’.

:point_right: For some currencies, you will have access to both Local and SWIFT details.

What account details are available for me?

All customers registered within the UK have access to:

  • :uk: GBP local account (sort code and account number)
  • :earth_africa: SWIFT account for international transfers in all supported currencies.

:mag: To find these details in-app, please check our guide here.

Currency Exchange

What are the currencies available?

Currently, it’s only possible to exchange between the following currencies: AED, AUD, BGN, CAD, CHF, CLP, COP, CZK, DKK, EGP, EUR, GBP, HKD, HUF, ILS, INR, ISK, JPY, KRW, KZT, MAD, MXN, NOK, NZD, PHP, PLN, QAR, RON, RSD, SAR, SEK, SGD, THB, TRY, USD, ZAR.

If the currency you’re seeking isn’t listed, it means that we don’t support it as a holding currency yet. But don’t worry — you can still use your card for Payments or ATM withdrawals and make transfers in most currencies. We’ll just automatically exchange it to the appropriate currency at the available rate during the transaction.

We currently support over 140 currencies wherever Mastercard and VISA are accepted. Check out this FAQ for the full list of supported currencies.

Currency exchange limits

You can make 100 exchanges (including auto-exchanges) within 24 hours. There’s no maximum amount you can exchange from one fiat currency to another per single transaction (applicable for all plans).

A fair usage limit applies on a rolling monthly basis for Standard and Plus customers. Once reached, fees will apply.

ATM

How do I withdraw cash?

To withdraw cash from an ATM with your Revolut card:

  • Use the Revolut app to ‘Find an ATM nearby’. To do this, tap the card symbol on the top right of your home screen
  • At the ATM, insert your card and your 4-digit PIN
  • To check your PIN, look for the card icon on the top right of the app home screen and select the relevant card → tap ‘Settings’ → tap ‘View PIN’
  • Enter the amount you want to withdraw, confirm the transaction, and wait for the ATM to dispense your cash
  • You may be offered a receipt, but either way, all ATM withdrawals are visible in-app alongside your other transactions

To make sure ATM withdrawal is enabled for a certain card, go to that card in-app and check the ‘Settings’. If you’re still having difficulty withdrawing your cash, check out this FAQ we created to help.

There are some countries where we don’t currently support cash withdrawals. To review them, check out this list.

Card Payments

Which currency balance will be deducted for spending?

If you have a currency assigned to your card, charges will only be executed in the chosen currency. Read more about currency spending settings here. Otherwise - currency for the card payment is selected in the following order:

  • Payment currency;
  • Base currency (GBP);
  • Next active currency with enough balance.

Revolut will auto-convert funds (fees may apply). Check this FAQ to learn more about currency conversion fees.

:point_right: Payment amount cannot be charged from several currency accounts at the same time, even if the total across wallets is enough.

:point_right: To avoid charges in a specific currency, keep a low balance or disable the currency account by tapping the three dots button below your balance and selecting ‘hide’. Home currency cannot be deactivated.

If you were charged in a different currency than expected, it may be due to Dynamic Currency Conversion. Read more about DCC here.

My transaction was declined

Follow these steps to find out why your transaction was declined:

  1. Go to your Transaction list
  2. Select the declined transaction
  3. The reason for decline will be explained in the status, with an action to resolve the specific issue

Transaction not visible in-app?

This issue can be with the merchant, or the payment method. Read more here about what to do.

Cancel or revert a pending transaction

:point_right: If a card payment is :clock4: pending, we cannot cancel it before the authorisation time expires.

You can check the maximum timeframe it can take to release or complete the transaction in the app. Head to transactions and tap on the payment to check its status.

:point_right: It can be resolved automatically before the specified date.

Merchant cancelled the transaction

If a merchant lets you know that a transaction has been cancelled, but it’s still in a pending state, typically, this means they won’t claim the money. The payment should be reverted and your balance adjusted.

You can check when the money will be released by going to your transaction history and selecting the payment you want to check. The reversal date can be found in the status section.

There won’t be a separate refund transaction if the original payment was reverted.

My card isn’t active. How will I receive a refund?

Refunds can be received directly to your Revolut card, even if it’s been deleted or cancelled. It may take 5 to 15 days for the refund to appear in your account after the merchant approves it.

Can I get a refund if I used a virtual card or a disposable virtual card?

:point_right: You can receive a refund on a virtual card or a disposable virtual card. You can find the last four digits of the card used for the original payment by tapping on the transaction you want a refund for.

Once the merchant processes the refund, it will appear in your Revolut account.

Transfers

What should I do if a transfer doesn’t arrive to my Revolut account?

First, check if the expected transfer time frame has passed by tapping on the article here.

If you’re expecting a transfer sent from your Revolut account to be returned, you can check the timeframes in the article here.

If the transfer sent to your account was returned to the sender, check the article here.

If the timeframe has passed, check your other currency accounts in case the transfer arrived in a different currency than expected.

If you haven’t received your transfer, the timeframe has passed, and you can’t find the transfer in your other currency accounts, please follow these steps:

  1. Request a transfer confirmation document from the sending bank (Most banks can generate this confirmation in PDF form. If you have any issues in getting it, it’s best to reach out to their customer support team to get help).
  2. Double-check if the details on the confirmation match the details on your Revolut account.
  3. Ask your bank to locate the transfer.

If the sending bank has confirmed that the transfer has arrived, let us know and provide the transfer confirmation document, so we can help you locate it.

How do I send a bank transfer?

To send a bank transfer to a new recipient:

  1. Select ‘Transfers’ from the menu bar at the bottom of your app
  2. Tap ‘+ New
  3. Choose ‘Bank recipient
  4. Follow the on-screen instructions to complete your transfer

After you’ve chosen the person you’re sending money to and reached the currency and amount selection screen, you can easily add a reference. The ‘Reference’ field is located right below the currency and amount you want to send.

The recipient bank details will be saved automatically, so you won’t have to enter them every time. Search for their account when you want to send another transfer.

I received my transfer in a different currency. What can I do?

Revolut doesn’t automatically exchange any transfers that we receive. However, the sender’s bank can do this on your behalf if the transfer is in a currency that Revolut doesn’t support – see a list of supported currencies here.

If you did receive a different currency, please ask your sending bank why they completed the conversion.

If you can’t find a transfer that was received in a different currency:

  • Select the account to which the currency was sent. You can do this via the account selector below your balance
  • Check the transaction history of the account

When will my outbound transfer arrive?

Transfer times depend on the bank, country, and currency.

We show you the estimated arrival before you send a bank transfer.

Send a transfer

Track your transfer

After you send a bank transfer, you can track the progress by tapping on the transfer in your transaction history.

A transfer can be completed on our side, but the receiver’s bank might take additional time to credit the funds to the final account.