Phone stolen, can no longer access account


#1

Hi, my phone was stolen a few days ago and i’m trying to open the app on my other phone, but it says that my code is wrong once i’ve entered the number. Please help. Thanks.


#2

Which code do you mean? From SMS or your own set up in very first time?


#3

Hey, you should contact :r: through Facebook or Twitter, it’s usually really fast.


#4

Also for the future. It is a good idea to have Revolut running on your laptop through an Android Emulator. Then you will always have some kind of access.


#5

Do you have a new sim card?


#6

Thanks for the responses. Ok, so it’s all a bit of a mess. I’ve been abroad for a few months, and my usual phone number doesn’t accept SMS outside Europe so before my phone was stolen I changed the number on my account to another one, which does accept SMS. Now, when I enter this updated number into the new app it asks for a code (before any mention of sending me a SMS) which apparently isn’t the one I used on my previous app. It doesn’t recognise it. However, if I put my old telephone number in, it recognises the code I enter afterwards, but then tells me that it has sent me a SMS, which in this instance I’m unable to receive.


#7

Yes I’m using a new SIM card of the previous phone number. (The one that doesn’t accept SMS outside of Europe).


#8

Noted for the future, thanks.


#9

If you contact Support they can give you the code. So you can still use your original Sim :slight_smile:


#10

Only thing is, I have no phone to contact support while outside of Europe.


#11

I mean that I can’t make phone calls on this phone while outside of Europe.


#12

But Revolut’s support is available via app only. Not via phone. By phone you can only block your Revolut card.
You can ask for help on Twitter or Facebook too.


#13

Hi @Nickyp. You can access your account on another device by logging in with the phone number linked to your account. Once you get to the 6 digit code screen, wait 2 minutes to get to support chat. An agent will be able to provide you with the code to log in.


#14

Great, I spoke to support. Thanks Jessica.