What to do if you can no longer log in

Overview

If an authentication factor such as your phone number or email address changes, you may no longer be able to log in.

In that case, contact the e-money service provider. After confirming your identity, they can help update your authentication information.

You may also be unable to log in if the service provider changed the available login methods and you have not set up the new login method yet.

In that case, find your account as described below to recover access.

Find your account

On the login screen, tap “Help” at the top right, then select “Find Account” under “If You Cannot Log In”.

Choose a login method you used before (your phone number, your email address, or an external account such as LINE or Google) and follow the on-screen steps to verify your identity. After verification, set up a new login method and you will be able to log in again.

If you cannot find your account or no longer have access to your previous login method, use “Contact the Provider” to reach the e-money service provider.