Change sim card, can't access my account



I have moved from the UK to Australia and changed my SIM card/Phone number and now I can’t access my account.

I have been entering my previous(UK) phone number and pin to try and access the app but I still can’t get into the account.

Please help me resolve this problem.


Hello @mlewis9,

Once you have verified your account, you will not be able to change the phone number associated with your account.

Let’s get in touch via a direct message so I can sort this out for you straight away.


Andreas K.


Hello @AndreasK how can i send you a direct message?

Thank you


Because i will travel to Malaysia from Belgium. I will change to local sim card too.


Of course you can @malaybenuk


Hi Andreas,

I am having the same problem. I moved to New Zealand for a few months and have a new sim (number) and can’t access my account. Could you help me?


Sure. Let’s get in touch via a direct message.