About this issue
If you have a new mobile number and can’t log in because your verification code is going to your old number, we can help you get back in.
The process works like this: once we confirm your identity, we’ll turn off two-factor authentication. You can then log into your account and update the number yourself.
Before you start
Check whether you’re still logged in on any device (phone, tablet, or computer). If you are, you can change your number yourself without contacting us. You don’t need your old phone to do it.
Get back into your account
We’ll confirm your identity (you will need to provide ID).
We’ll turn off two-factor authentication on your account.
Log in with your email address and password.
Change your phone number in the app or on the website.
What happens to your account while we help
While we’re confirming your identity, we’ll pause new purchases on your account. Your existing payments aren’t affected. Payments will be collected as normal, and you can still see and manage your payment plan.
Once you’ve logged in and have updated your number, the pause is lifted and you can shop again.
Your code hasn’t arrived
If your verification code is going to an old number you can no longer access, follow the steps above to get back into your account.
If you’ve already updated your number but codes to your new number aren’t arriving, try the following:
Restart your phone.
Take your SIM out and put it back in.
Ask your network to turn on shortcode messages (also called A2P). Many new phones have this switched off by default.