Your phone number is crucial for your SwissBorg account for verification, security and communication purposes, so it's both in your and our best interest that it's correct and up-to-date in the app.
You can easily update your phone number in the app in the "Personal details" menu, which can be found in the Profile section. When you tap on the "Edit" icon (the pencil) next to your phone number, a pop-up will appear to warn you that changing your phone number will disable withdrawals for 24 hours; this is for security purposes and part of our Account Freeze feature.
Tap on "Update Phone Number" to proceed and in the next screen, enter your new phone number and tap "Next" to send the SMS with a verification code to your new number. Enter the 6-digit code in the screen and you're all set! You'll receive a notification in the app to confirm your phone number has been updated.
If you receive this email and/or notification and it wasn’t you making the change, please click on “That wasn’t me” to notify our Support Team immediately.
After 24 hours the Account Freeze is lifted from your account and all app services and features will be available again.
IMPORTANT: This process only works if you still have access to your account!
If you are logged out of your account, have a new phone and/or a new phone number, without access to the number that is connected to your account, you will need to follow a different process because the SMS with your verification code will be sent to your old phone number.
In this case you will need to contact our Support Team first and ask them to update your phone number, so that you can recover your account with your new number. Here's how:
From the email address that is connected to your account, please send an email to firstname.lastname@example.org with the following information:
- The reason you are unable to change your phone number yourself;
- The phone number that is currently connected to your account;
- The new phone number that needs to be connected to your account;
- Whether or not you have - either accidentally or purposely - created a new (duplicate) account by trying to login to the app with your new number;
- A selfie of you holding your identification document and a piece of paper with today's date on it, as shown in the image below.
Our team will then review your information and notify you when your phone number is successfully updated in our system. You can then proceed with the recovery of your account.