If you have activated the Strong Customer Authentication (SCA), you have paired your phone to login or to initiate a transaction or a sensitive action.
If your paired phone is unavailable, don't worry: you'll simply have to pair a new phone to access your account.
☝️ Good to know: If you're worried, reach out to our customer support to ask them to unpair your phone. You can do so by sending an e-mail to [email protected] or by visiting help.qonto.com/en and clicking on the purple widget at the bottom right corner of your screen.
Pairing a new phone is very simple and requires you to perform only two steps: a phone check and an identity check. It will only take you a few minutes.
- Start by opening your Qonto app on your new phone and enter your credentials.
- On the screen that pops up, click on Let us help you and then on Pair this phone.
- Start the recovery process by e-mail. We'll first send you an e-mail, that you'll need to open with your new phone. From this e-mail, click on Verify my phone.
- Back on your Qonto app, you'll only need to check your identity. To do so, we'll ask you to take a picture of your face. Adjust your face with the frame and click to take the picture.
✌️ Good to know: To have your picture validated, please keep a straight face and make sure your eyes are visible if you wear glasses.
Once the verifications are successful, your new phone is paired, and you can connect to your app as usual.