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:
Ensure you have the latest version of the app installed.
Double-check your login details to make sure they are correct. A simple typo can sometimes cause a login to fail.
If you have forgotten your PIN, use the Forgot PIN? option to reset it.
If the issue continues, tap the ? icon in the top right corner of the app to raise a support ticket and send us a screenshot of the error message returned. Feedback will be communicated within 24-48 hours.
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How to reset my Carbon pin?
If you can not remember your PIN, you can easily reset it in the app. How to reset your PIN On the login screen, select “Forgot PIN.” Enter the requested details to verify your identity. Follow the on-screen instructions to create a new PIN. If ...
How can I change information about myself on my profile?
The following information about your personal data on the app can be changed by simply following the steps below; Change of Residential Address Login to your Carbon app and select Account at the footer of your homepage. Tap on “Profile” Tap on ...
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This indicates you may have previously registered on our platform. To maintain a single, secure account: 1. Access Your Existing Account: Kindly tap on forgot pin on the app to reset your PIN using the phone number you previously registered and date ...
How can I change my residential address?
Please take the following steps to update your residential address in-app. Login to your Carbon app and select Account at the footer of your homepage. Tap on “Profile” Tap on “Residential details and tap on "change address” Edit your address ...
I am unable to take a selfie to upgrade my KYC to level 2.
You can upload a selfie for your from the profile page and raise a support ticket in-app if in need of further assistance. To update on the profile page, kindly follow the steps to upload a selfie photo; Click on ‘accounts’ at the footer of the home ...