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[My Account] How do I change my mobile phone number?
📱 Important Note:
You can only log in to the Shopee Malaysia app using a local phone number and mobile device.
đź’ˇ How to Change Your Phone Number (Self-Service Steps)
Follow these steps to update your phone number in the Shopee app:
Step 1: Go to the Me tab
Step 2: Select the Settings ⚙️ icon
Step 3: Click on Account & Security
Step 4: Select Phone
Step 5: Enter your New Phone Number
Step 6: Click on Next
Step 7: Select Verification Method (Whatsapp, SMS or Call)
Step 8: Enter the Verification Code sent to your new or updated phone number
Step 9: Click on Next
Here are common reasons why you might not be able to update your number:
1. Uncleared ShopeePay Balance
- Ensure your ShopeePay wallet balance is RM0.00.
- Learn how to withdraw funds from ShopeePay.
2. Outstanding SPayLater Balance
- You must clear all outstanding SPayLater payments.
- Steps to pay:
Step 1: Go to the SPayLater homepage.
Step 2: Tap Pay Bill.
Step 3: Select your preferred Payment Method.
Step 4: Tap Pay Now to complete the payment.
- After payment, a confirmation will appear under Finance Updates and your SPayLater limit will refresh within 24 hours.
- More info: check and clear your outstanding SPayLater balance.
3. Active Orders
- Ensure all orders are fulfilled before changing your number.
- Refer to your active orders under the Me tab.
- For more information, you can also refer to this article to track your order status and parcel delivery
4. Ongoing Transaction (e.g. payment or refunds)
- Settle any unpaid orders or pending refunds before updating your number.
- Go to the Me tab > Tap To Pay.
- Learn more: How to check for any unpaid orders and how to clear them.
- To check if you have any ongoing refunds, please follow these steps below:
Step 1: From Shopee App, Click on Me tab and then click on My Purchases
Step 2: Find your order under the Return/Refund Tab
Step 3: Select the order by clicking on View Details
Step 4: You will be able to see the status of your Return/Refund request from this page
- For more information, you can also refer to this article to understand more about refund in Shopee.
- The number might already be linked to another Shopee account.
- Try logging in to that account or reset your password if needed.
- Mobile providers sometimes recycle numbers. Don’t worry — previous owners cannot access your Shopee account.
To reclaim your number:
Step 1: At the Phone Number Registered page, click on No, Bind Phone to My Current Account
Step 2: Click on Send to WhatsApp or choose Other Methods for Call/SMS verification
Step 3: Enter the Verification Code sent to your phone number
Step 4: A Pop-Up Message will appear indicating you have successfully reclaimed your phone number and it is now bound to your current account
- If your account is restricted, refer to Why is my account limited? for more details.
đź’ˇ Tip:
We recommend setting a password and linking your email for better login and recovery options.
Keep both your password and email updated to avoid future access issues.
If you couldn’t change your phone number via self-service, don’t worry!
Simply fill out our Change Mobile Phone Number Application form, and our team will assist you promptly.
To help us process your request smoothly, select the reason that best describes your situation:
Reason | Clarification |
New phone number already registered | Your number may have been recycled by your service provider. |
Unable to complete verification | Your current number may be inactive or unable to receive verification codes. |
📌 What You’ll Need to Prepare:
- Your old and new phone numbers
- Proof of ownership for the new number, such as:
- A screenshot from your service provider's app or a clear photo of your phone bill showing your name and number.
- For prepaid numbers, an e-statement or documentation from your mobile provider.
Need Further Assistance?
If you still need help, feel free to reach out using the Contact Us options at the bottom of this page. We’re always here to support you!