I lost access to the email and phone number on my account. How do I log in?

You recover your account by answering questions about your registration. At the end, you register a new email, phone number, and password yourself. No need to open a support ticket.

Step by step

1. Open the Forgot my password page, enter your CPF (or old email) and click I lost access to the email and phone number.
2. Answer the questions about your registration.
3. Under New contact details, enter the New email, repeat it in Confirm email, and enter the New phone number.
4. Enter the code sent via WhatsApp to the new phone (if WhatsApp is unavailable, it will be sent by SMS) and create your password under Set your new password.

Done: your account will now use the new email and phone number. For security, the old email will receive a notification that access was recovered.

Good to know

• For security, there is a limit on attempts. If the screen says you reached the limit, try again later.
• If you see Cannot confirm by questions (or Could not securely generate verification questions), your registration lacks enough data for verification. Click Contact support and open a ticket (see below).
• If you are still on the email path, you will also see questions after clicking I don't have access to this email and then I don't have access to this number.
• The questions apply to accounts from Brazil. If your account is from another country, open a ticket (see below).
• The new email must be different from the current one and cannot be linked to another account.

If you still have the phone

On the Recover via WhatsApp screen, tap Send code via WhatsApp. The 6-digit code arrives via WhatsApp (or SMS) and is valid for 10 minutes. After logging in, Check your contact details appears: change the email there.

If none of this works

Open a ticket on the support page, under the subject Report an error > Login error, providing your CPF, birth date, and the email you want to use. With this information, we confirm the account is yours and change the email. Never send your password.