Hi, how can we help?

Here are the possible reasons why you are unable to change your mobile number:

• Existing Shopee Account

• Account under suspension

• Recycled number

• OTP not received

• Verification failed due to incorrect verification code provided

• Last mobile number change was within the past 12 hours

Existing Shopee Account

• This may occur depending on the sign up method (Mobile number/Google account/Apple ID/Facebook).
  For example, Account 1 signed up using a mobile number, and Account 2 signed up using a Google account.

• If you have a duplicate account, we would suggest deleting one of the duplicated accounts and linking all your information into one account only.

If you can't remember the password, don't fret! You can easily reset it by clicking here: reset your password.

Account under suspension

• If you have received a notice that your account is under suspension, please do refer to this article for more information on why your account is being limited.

Recycled number

• Your new number might be a recycled number from the previous user, which prevents you from changing your mobile number. 

Worry not, as you may fill in this change of number request form for us to further assist you on this matter.

OTP not received

• If you have requested for OTP to be sent and did not receive any OTP message, it may be issues with connections/device/app, etc. 

Please refer to the links below to try fixing the OTP issue,

• Troubleshooting for Shopee app

• Troubleshooting for Shopee website

If you  still do not receive the OTP after following the guidelines given in the links above, please reach out to our customer support for further assistance.

Verification failed due to the incorrect entry of verification code

• If you have entered the wrong verification code multiple times, please try again after 24 hours.

Last mobile number change was within the past 12 hours

• For security reasons, we require additional information to verify your account.

• As a safety measure due to the requirements set by the Monetary Authority of Singapore (MAS), changes to your phone number can only take effect after 12 hours

• If you are still not able to change your mobile number after 12 hours, please contact our customer support for assistance.
• Please note that changing your phone number may result in losing access to important accounts, security notifications, or two-factor authentication codes. Please double-check all details to ensure that the new phone number is correct. Failure to update it properly could cause you to miss critical alerts or become vulnerable to fraud. Additionally, if the old number is not properly deactivated, someone else could gain access to your accounts or sensitive information.