If you are locked out or having trouble logging into your account, follow the steps below based on your current situation.

Scenario 1: You still have access to your registered phone number

First, ensure your Carbon app is updated to the latest version via the Play Store or App Store. Then, follow these steps to reset your PIN:

1. Open the app and tap Forgot PIN.

2. Enter your registered phone number and date of birth.

3. Answer your security question.

4. Enter the OTP (One-Time Password) sent to your registered phone number and email.

5. Create and confirm your new 6-digit Login PIN.

• Still having trouble? If you experience an error during this process, please send a mail to support@getcarbon.co. Tell us exactly where you got stuck and attach a screenshot of the page where you entered your phone number and date of birth.
  

Scenario 2: You no longer have access to your registered phone number

If your old phone number is lost, deactivated, or disconnected, you must update it on your BVN before we can change it on Carbon.

1. Contact your bank to link your new active phone number to your BVN.

2. Once updated on your BVN, send a mail to support@getcarbon.co to raise a Support Ticket with us.

3. Use the subject line: "Phone Number Change Request" and provide your new phone number in the message.