What if I lose my phone or don’t have an access to it?

What if I lose my phone or don’t have an access to it?

There are several ways for you to access your account.

  1. Login from a trusted device
    If you previously logged in with 2FA and checked that the device should remember you, you might be able to sign in from that device without a verification code. Once you are in your account, you can turn off 2-Step Verification and change your phone to a new one.

  2. Get a new sim card from your carrier
    If you’ve lost your phone, you might be to get a new sim card with the same phone number from your carrier.

  3. Contact our support
    If you don’t have an access to your phone anymore, we strongly recommend that you contact our customer support.
    We would need to verify your identity during the call by asking certain questions to determine that you are authorised to access the account.

    You can reach us via phone on
    +49 (0)30 555 728 550
    Monday to Friday 9am – 6pm
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