You can change your email address or phone number yourself in the nsave app. You don't need to contact support, and it usually takes a few minutes.
How to change your email or phone number
Open the Profile screen and tap Personal Information.
Under your email, tap Change email. Under your phone number, tap Change phone number.
Enter your PIN, or confirm with Face ID or fingerprint.
Type the new email address or phone number.
Enter the code we send to the new email or number. For a phone number you can get the code by WhatsApp or SMS. We recommend WhatsApp. If you made a typo, tap Change email or Change phone number on the code screen to fix it.
Take a quick selfie so we can check it's you. We compare it with the selfie you took when you opened your account.
The selfie check can take a few minutes. You can lock your phone or close the app while it runs. We'll send you a notification when your details have been updated, and the new email or number appears in Personal Information straight away.
Good to know
Use your usual phone. For security, you can only make this change on the phone you normally use with nsave. If you see "Use your usual phone", log in again on that phone and retry.
Finish within an hour. If you stop partway, the request expires and you'll need to start again. The selfie step is the exception. You can come back to it later.
If the selfie doesn't match. Open the app and try again in good light, with your face clearly visible. After 3 failed selfies, changes to your contact details are paused and you'll need to contact support.
One change at a time. After you change your email or phone number, you can't change either of them again for a while. This protects your account if someone else gets access to it.
The new email or number must be free. You can't use an email or phone number that is already on another nsave account.
We notify you when it's done. You'll get a notification and a message confirming the change. For a phone change we also text your old number. If you didn't make the change, contact support immediately at hello@nsave.com.
When you need to contact support instead
Some accounts can't use the in-app option. Contact us through in-app chat or at support@nsave.com if:
You don't see Change email or Change phone number under your details. Update the app to the latest version first. If the buttons still don't appear, we can't verify your identity automatically for your account.
The app says "We cannot verify you in the app", "Not available yet" or "We could not confirm it is you".
You no longer have the phone you use with nsave.
Support will make the change for you after a manual identity check. We'll ask you to:
Answer two security questions: the expiry date of the ID you opened your account with, and the industry you chose when you signed up.
Tell us the new email address or phone number.
Our compliance team reviews these requests within 24 hours. Most changes are done within 48 hours, and we'll let you know when it's complete.