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Problems logging in or changing your password

Get help accessing your Zilch account and managing your password

If you're having trouble logging in to your Zilch account or need to reset your password, follow the steps below.

Why can't I log in to my Zilch account?

App updates can sometimes sign you out of the Zilch app.

If you're unable to log in, try the following:

  1. Close the Zilch app completely.

  2. Check for updates in your app store.

  3. Install the latest version of the Zilch app.

  4. Reopen the Zilch app and try logging in again.

What happens when I log in on a new phone?

For security reasons, we'll verify your identity when you log in to your Zilch account on a new device.

When you log in on a new phone:

  1. We'll send an email to confirm the login attempt.

  2. The email will prompt you to request an SMS verification code.

  3. We'll send the SMS verification code to the phone number linked to your Zilch account.

  4. Enter the SMS verification code in the Zilch app to complete the login process.

Never share your SMS verification code with anyone. Zilch will never ask you for it.

If your mobile number or email address is incorrect, find out how to update your personal details.

How do I reset my Zilch password?

You can reset your password in the Zilch app.

To reset your password:

  1. Open the Zilch app.

  2. Go to Account.

  3. Select Settings.

  4. Select Login and security.

  5. Select Reset password and then Send link.

We'll send a password reset link to the email address linked to your Zilch account.

To complete the password reset, you'll be asked to confirm the change using Face ID, Touch ID or your PIN.

Choose a password that is unique and not used anywhere else.

What should I do if I'm worried about fraud?

If you're concerned that someone else may have access to your Zilch account, you can:

  • Start a Live Chat in the Zilch app (9am–6pm)

  • Call +44 (0)20 3405 9775 (9am–5pm, seven days a week)

Why can I log in but not make purchases?

If you can log in to your Zilch account but cannot make purchases, your account may be blocked.

See our article: Why is my account blocked?

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