Return to your existing account
Use the same sign-in method you selected when you created the account. Follow the labels on the current app screen; entering through a different method can take you to a different account.
Before retrying, check that your phone has a stable connection and that its date and time are set automatically. Close and reopen the app if the screen has stopped responding.
If a verification message does not arrive
If the app’s current login screen uses a verification code, check the contact detail you entered and the delivery method shown. Wait for the on-screen resend timer before requesting another message.
Use the most recent code and enter it only in the app that requested it. Repeated requests can make it difficult to identify the valid message.
Recover access without losing information
Use the recovery or support option displayed in the installed app. Keep any account identifier you already have and describe what happens after you try to sign in.
Do not clear app storage or create a replacement account as the first troubleshooting step. These actions may remove local information or complicate recovery.
What to include in a support request
- Your phone model and Android version.
- The exact error message and when it appeared.
- The sign-in method you are trying to use, without its password or verification code.
- A screenshot with personal and financial information hidden.
For a screen that never loads, continue to startup troubleshooting. If the issue began during an update, check the update guide.