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How do I reset my PIN?

You can reset your 4-digit PIN at any time using the Xapo app, whether it be for any of the following reasons:

  • You forgot and no longer have access to your PIN
  • You want to change your PIN to something new
  • You've been locked out of your account due to numerous attempts using an incorrect PIN

Please note that the process to reset the PIN is timed and you will need to complete it within 15 minutes of starting. When you're ready, you can use the instructions below.

You can reset your PIN using the Xapo app (Android or iPhone).

Select an option to continue:

How to reset your PIN using the Xapo app (Android)

1. Open the Xapo app and log in to your account.

  • Tap your avatar photo to access your settings.
  • Scroll down and select Log Out.
  • Confirm the action on the next screen.

If you're already on a screen prompting you to enter your PIN, you may skip directly to step 4.

2. Select 'Log in' to input your credentials.

  • Select your country of residence.
  • Enter your phone number.
  • Tap Next.

3. Wait for the 6-digit SMS code to be sent to your phone.

  • On an Android device, the 6-digit code will be automatically detected and verified.

4. When prompted to enter your PIN, tap 'Forgot?' instead.

  • A message will pop up verifying that the request was received.
  • Tap Ok to continue.

5. Check your email inbox for the confirmation message.

  • You will receive a confirmation email titled 'Xapo: PIN Reset Initiated.' No action is needed here.
  • Within the next 1-2 minutes, you will receive a second email titled 'Xapo: Confirm PIN Reset.' Open this message, and tap Confirm PIN Reset to continue.

Please note that you have 15 minutes after you've received this second email to confirm. If you don't, the request will expire and you will have to start over from step 1.

6. Enter your new 4-digit PIN.

  • Type your PIN again to confirm your new passcode.
  • Once you've memorized your new PIN, tap Set New PIN.

7. Return to the Xapo app and log in.

Now that your PIN has been updated, you can go back your phone and log in using your phone number and new PIN.

How to reset your PIN using the Xapo app (iPhone)

1. Open the Xapo app and log in to your account.

  • Tap your avatar photo to access your settings.
  • Scroll down and select Log Out.
  • Confirm the action on the next screen.

If you're already on a screen prompting you to enter your PIN, you may skip directly to step 4.

2. Select 'Log in' to input your credentials.

  • Select your country of residence.
  • Enter your phone number.
  • Tap Next.

3. Wait for the 6-digit SMS code to be sent to your phone.

  • Enter the 6-digit SMS code on this screen.
  • Tap Next.

In the event that you don't receive the code, you can request a phone call on this screen by tapping Get a call instead.

4. When prompted to enter your PIN, tap 'Forgot?' instead.

  • A message will pop up verifying that the request was received.
  • Tap Ok to continue.

5. Check your email inbox for the confirmation message.

  • You will receive a confirmation email titled 'Xapo: PIN Reset Initiated.' No action is needed here.
  • Within the next 1-2 minutes, you will receive a second email titled 'Xapo: Confirm PIN Reset.' Open this message, and tap Confirm PIN Reset to continue.

Please note that you have 15 minutes after you've received this second email to confirm. If you don't, the request will expire and you will have to start over from step 1.

6. Enter your new 4-digit PIN.

  • Type your PIN again to confirm your new passcode.
  • Once you've memorized your new PIN, tap Set New PIN.

7. Return to the Xapo app and log in.

Now that your PIN has been updated, you can go back your phone and log in using your phone number and new PIN.

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