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How do I reset my PIN?
This article is designed for users who no longer remember their PIN and want to reset it.
If you know your current PIN and want to change it, please use this article:

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've been locked out of your account due to numerous attempts using an incorrect PIN
  • You want to change your PIN to something new (if you know your PIN, we recommend simply changing it instead of resetting it)

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.

profile page on Xapo app on Android smartphone

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

  • Select your country of residence.
  • Enter your phone number.
  • Tap Next.
phone number verification on Xapo app on Android smartphone

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.
automatic phone number verification on Xapo app on Android smartphone

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

  • Tap Reset PIN to confirm.
  • A message will pop up verifying that the request was received.
  • Tap Ok to continue.
initiate PIN reset on Xapo app on Android smartphone

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.

confirm PIN reset email for your Xapo account

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.
confirm your new 4-digit PIN for your Xapo account

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.

PIN successfully changed for your Xapo account

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.

profile page on Xapo app on iPhone iOS

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

  • Select your country of residence.
  • Enter your phone number.
  • Tap Next.
phone number verification on Xapo app on iPhone iOS

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.

enter 6-digit phone number verification code on Xapo app on iPhone iOS

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.
initiate PIN reset on Xapo app on iPhone iOS

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.

confirm PIN reset email for your Xapo account

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.
confirm your new 4-digit PIN for your Xapo account

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.

PIN successfully changed for your Xapo account
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