Forgot your password: the recovery path

01Standard reset

1. 1
   Open the login page and choose Forgot Password.
2. 2
   Enter your registered email address.
3. 3
   Use the reset link in the email within its validity window and set a new, unique password.
4. 4
   Log in with the new password; expect an SMS prompt confirming the change.

02When the email is unreachable

If you no longer control the registered email, live chat is the route. Support verifies identity against your ID number and registered phone, then updates the email. Have your ID document ready before starting the chat; verification questions follow FICA data, and mismatches here are the main reason recovery stalls.

03When the phone number changed too

Email-plus-phone recovery is sequential: first restore the email via chat, then update the phone number with a fresh SMS check. If the old SIM is gone, tell support immediately - an attacker controlling the old number is an account-takeover scenario, and the account should be frozen until you are re-verified.

04After regaining access

Change the password again if any part of the recovery felt uncertain, review recent transactions and active sessions, and re-confirm your deposit limits. If the account was accessed while locked out, report every unfamiliar transaction to support in writing the same day.