Reset passcode problem

Welcome to our community @Eilise807 :wave:.

Sorry to hear about your problem. :frowning_face: Please check the solution mentioned in the post. I hope this will resolve your issue. :hammer_and_wrench:

SG | Community Team

Hi James! I have a very big problem. I lost access to my account. Today they checked me all day, but when we got to changing the password, the app rejected me. I did not receive a password change email. I’m asking for help

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Hello, I have Revolut installed for quite a while. At same point it stopped recognizing my face for no reason. I made an attempt to login, but don’t remember the code. I tried everything possible: requested the sms, a phone call, an email. Nothing happens. I don’t receive the code. Lately, I sent an email to support, but received only an advice to chat live - how?! when I can’t log in. And yes, I tried web interface as well with the same outcome. Please help. The number is German.

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Welcome to our community @Deni70 @Nick7879 :wave:.

I am sorry to hear that you could not reset the password. :frowning_face: Kindly check the solution mentioned in this post. I believe this will help you to reset your passcode. :pray:

SG | Community Team

I tried it all including reinstall of the app and an email to support@revolut.com. Didn’t help. The three things left: email to feedback@revolut.com, Facebook and Twitter. If none of that helps, you will get my money. Thank you.

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@Nick7879, I am really sorry that the mentioned solution didn’t work for you. :frowning_face:

Kindly contact us through social media so that we can resolve your issue individually. :pray:

SG | Community Team

Same problem for me, very annoying and stressful!
I just received my Premium card last week… Unfortunately, I forgot my passcode after resetting my mobile phone on Sunday, then impossible to login despite several attempts (sending selfie, scan of passport…) and no update… I messaged Revolut on Twitter yesterday, but no reply…
Tiring and painful feeling of talking to a wall!!!
Please help!!! :tired_face:

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Welcome to our community @ymones :wave:. I can completely understand your concern. I would react the same if this happened with me. :frowning_face:

Can you please check the solution I have mentioned in this post? :thinking: This will help you to reset your passcode. :ninja:

SG | Community Team

Thanks a lot for your help! It works now!!! :star_struck:

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@ymones, Awesome! It’s great to know that your issue got resolved. :star_struck:

Keep exploring our community. You will love it. :people_hugging:

SG | Community Team

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Hi,
After updating the system on my phone, it removed the ability to log in with a fingerprint. Unfortunately, I do not remember the access code.
The SMS with the code is not coming even though I was previously receiving SMS from Revolut normally. Both with the code and changes to the account. Now no one comes.
When I take an email, I get an email with a verification button, but it doesn’t do anything. I click on it, it takes me to the app but it shows a white background.
What can I do to recover my account?

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Welcome to our community @Oliver213 :wave:. Sad to hear that you are unable to reset your passcode. :frowning_face:

Can you please check the solution mentioned in the post? :thinking: It will help you to resolve your issue. :hammer_and_wrench:

SG | Community Team

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thanks for the answer.
Unfortunately, neither way works.
Sms are not coming, even though there was no problem with it before.
A verification request is sent to the email. When clicked, the button takes to the application, but you can only see a white background. Nothing happens.
The phone call option doesn’t work either.
The option with a face and ID scan also does nothing. After taking photos, nothing happens in the application.

I have access to the phone number and email address that I used to create the account.
The application is up to date, the phone system too.

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OK. Now it works :slight_smile: Thanks for your time @SG.Mandal :wink:
I used the selfie method. At the end, after verifying the selfie, I added another phone number, to which the text message came normally. Once I set the new passcode, I logged in and changed this new phone number back to the old one. Now everything works. Text messages come to the old one, I can log in with the old one, but not with the new one.
Thank you :wink:

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I am glad it worked @Oliver213. Keep exploring our community. :people_hugging:

SG | Community Team

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A post was merged into an existing topic: SMS verification code fails.

I have got this today too and do not know how to resolve it as REVOLUT seem to ignore. If your passcode doesn’t work and can’t be reset then you can’t access your account/app and you can’t ‘speak’ to anyone online for help. SHAME on REVOLUT for not having a manned phone line

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Welcome to our community @Jen1 :wave:. I am so sorry to hear that you are unable to reset your passcode. :frowning_face:

Trust me, we never want you to face this kind of trouble. Can you please check the solution mentioned in this post? :thinking:

I hope this will resolve your issue. :pray:

SG | Community Team

About 5pm you finally let me do a selfie and I’d. I am awaiting you verifying this and letting me back in my account. I was told 10mins…it hours later and you haven’t given me access to my account/app

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Hi, I have been having the same issue since Friday.

I switched to a new phone and cannot remember the passcode I used before since I use my fingerprints to open the app.

I tried every method of passcode retrieval but nothing works and after trying one too many times I get the “We’re sorry, something has gone wrong” error thrown.

These are the methods I tried when clicking on ‘Forgot Passcode’:

SMS - I get an sms with a 6 digit passcode but instantly the app screen changes to ‘Try another method’ without giving me the option to input the code I just received

EMAIL - I get an email with a button to click ‘Verify’, I click it and the app tells me to enter the passcode

Face Recognition - I send a selfie + pictures of my ID card and the app tells me to wait for a few moments, then it just tells me something went wrong

After trying all of the above method more than once I get the “We’re sorry, something has gone wrong”.

I also cannot access the chat of course since that is locked behind the passcode so I sent an email on Friday and I think this is the case number (CSRB-465757).

Now I cannot access my money neither on my new phone nor the old as that is asking me for a passcode too now. Can someone please help me?

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