Hi, how can we help?

[Account Security] Why can't I log in with my phone number?

English | Bahasa Malaysia

 

In the event you are unable to log in to your account using a specified mobile number, do take note that this could be due to the mobile number currently being in use.

 

In this case, you have two options if you wish to use that specific mobile number. The options are as follows:

 

 

Option 1

 

If your mobile number is linked to an old Shopee account you no longer use, you can delete that old account. This will free up the number so you can use it for your current Shopee account.

 

You can read our Help Center guide on “How do I delete my Shopee account?” or follow the steps below:

 

Step 1: Go to the Me tab

Step 2: Click on the ⚙️ button for Account Settings 

Step 3: Select Request Account Deletion 

Step 4: Enter the Verification Code sent to the mobile number connected to the account

Step 5: Select your Reason for account deletion 

Step 6: Click on Submit

 

We understand that your previous mobile number may no longer be in use, which means you cannot receive the verification code. In this case, please refer to Option 2 for further assistance.

 

 

Option 2 

 

If you cannot delete the old account or the number is still in use, you can request to have the number transferred to your current account by filling out our Change Mobile Number Webform. Kindly prepare the following documents for us to verify your identity: 

 

  • Shopee username
  • Contact number
  • Email address
  • Date of birth
  • Registered shipping address
  • Proof of ownership of the new number (not limited to):
  • A screenshot from your Service Provider's application page
  • A clear photo of your phone bill payment (whereby your name, phone number, and address are made visible)
  • A clear photo of your utility bill (whereby your name and address are made visible)
 
Note:  Please use your mobile phone to fill out the form for a smoother experience.

 

Once we have verified your identity, you will be notified that your mobile number has been delinked and may be used for your new Shopee account.

Are you satisfied with the article?
Satisfied
Unsatisfied