I can't log in

watch_laterUpdated 3 days ago

Don't worry, most login issues can be fixed quickly. Here's what to check, and what to do if you're properly locked out.

Before you do anything else

  • Check your email address you’re using to login is correct. 

  • Make sure you're on the latest version of the Zopa app and try force closing and reopening it.

  • Check your device is compatible – the Zopa app needs Android 9 or later, or iOS 14 or later.

  • Connect to a trusted network, like your home Wifi, and turn off any VPN.

  • Make sure your phone hasn't been jailbroken (iPhone) or rooted (Android)

  • Turn off screen recording or mirroring while using the app.

Forgotten your password?

  1. Open the Zopa app, tap Forgot passcode?, then Set new password.

  2. Enter the email address linked to your Zopa account and tap Send my link.

  3. We'll email you a reset link – this expires after 24 hours.

  4. Follow the link to set your new password, then sign back into the app with your email and new password.

Entered the wrong password too many times?

Your account will be temporarily locked. To unlock it, give us a call and we'll ask a few security questions to confirm it's you.

Not receiving your verification code?

  • Check your phone has a strong signal.

  • If service is fine but the code still hasn't arrived, restart your device, wait 3 minutes, then try again.

Setting up a Biscuit bank account always requires SMS two-factor authentication. If you're not receiving codes because of an issue with your phone number itself (lost phone, new SIM, no UK signal abroad), you'll need to sort that out first – a replacement SIM or getting back on a UK network will usually fix it.

Changed your mobile number?

Give us a call so we can update the number linked to your account.

Account suspended?

We sometimes suspend accounts as a precaution to protect customers and their money. We can't share the exact reason, but to reactivate your account, give us a call and we'll ask a few questions to verify it's you.

Still stuck?

Online chat support requires you to be logged in, so if you still can't access your account, give us a call instead.

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