Why am i unable to login?
We apologize you are having trouble accessing your account. You can reach out to our support team with the exact challenge faced with this. However, we advice that you try the following first: Update your app to the latest version and configure two distinct security codes: a 6-digit Login PIN and a 4-digit Transaction PIN:
Set Up Your 6-Digit Login PIN
1. Update your app to the latest version in the App Store or Play Store.
2. Open the app and follow the prompts to create your new 6-digit Login PIN.
3. If you do not see a prompt :
Tap Forgot Password.
- Enter your registered phone number and date of birth.
- Answer a security question
- Enter the OTP sent to your phone and email.
- Create your new 6-digit Login PIN
If you experience any challenge during login after taking the above steps, please send the screenshot of the challenge experienced and state the exact point you had difficulty - (device mismatch, not receiving OTP, incorrect answer to security question, incorrect phone number or date of birth during pin reset etc) and screenshot of your recent utility bill to support@getcarbon.co for further assistance.
NB: We will never ask for your password, full card details, or OTP. Always keep your login credentials private to stay protected.
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