If you’ve lost your phone, it’s been stolen, or you’re using a new one, don’t worry. In most cases, you’ll be able to keep accessing your TrustMe account.
What to do mainly depends on your situation and your phone number.
My phone was lost
If you simply lost your phone, your TrustMe account remains protected.
No one can access your account without knowing your login credentials.
As soon as you have a new phone, simply install the TrustMe app and sign back in to your account.
If you think someone else might be using your phone, we recommend changing your password as a precaution.
My phone was stolen
If your phone was stolen, your TrustMe account remains secure.
The app is protected, and your personal information isn’t accessible without your credentials.
As a precaution, however, we recommend that you:
- contact your carrier to block your SIM card if needed
- change your TrustMe password as soon as possible.
These few measures help strengthen the security of your account.
I have a new phone but kept the same number
This is the simplest situation.
Simply:
- download the TrustMe app on your new phone
- open the app
- select “I already have an account”
- enter your phone number
- enter your password.
You’ll find your account immediately.
You don’t need to redo your identity verification.
I changed my phone number
If you’ve changed your phone number, you can update it directly from your TrustMe account.
To do this:
- Sign in to your account with your old phone number and your password.
- Go to the My phone number section.
- Start the process to change your phone number.
- Enter your new phone number.
- Enter the verification code received by SMS to confirm the change.
Once the process is complete, your new phone number becomes your login ID. You’ll now need to use this new number to sign in to your TrustMe account.
I forgot my password
I forgot my password, what should I do?
If you’ve forgotten your password, you can reset it directly from the app.
For guidance through this process, go to the “Password renewal” section and follow the instructions shown on screen.
Do I need to redo my identity verification?
No.
Changing phones does not trigger a new identity verification.
Once you’re signed in to your account on your new phone, you’ll find all your information.
Do I need to contact support?
In most situations, contacting support isn’t necessary.
However, we invite you to contact them if:
- you’re no longer able to access your account
- you run into a problem while signing back in
- you can no longer receive the verification code needed to change your phone number.
Best practices
To protect your TrustMe account, we recommend that you:
- keep your password confidential
- use a personal phone number
- change your password if in doubt after losing or having your phone stolen
- only install the official TrustMe app on your new device.