When you try to log into the Marshmallow app using your phone number, the app checks whether the number matches the details linked to your customer profile. If your number isn’t recognised, it’s usually due to a mismatch in your account information.
Common reasons your number isn't recognised
You’ve entered a different number than the one on your Marshmallow app.
Your phone number has recently changed and hasn’t been updated in your profile.
Your policy was created using someone else’s phone number (e.g. a family member).
There are multiple customer profiles with similar details, and your number is linked to a different one.
What to check
Confirm the mobile number you’re entering matches the one on your policy.
If you’ve recently updated your phone number or changed devices, it’s possible the app hasn’t synced your new details yet.
Check if someone else (like a partner or parent) used their number when setting up your policy.
What to do next
If you’re still unable to log in:
Reach out to our customer support team through the Marshmallow web customer account
Our support team will help you make the necessary changes.