Can't log in or link your phone to GoTyme Bank? Here's what to try

If you’re having trouble logging in, or getting your phone linked to GoTyme Bank, it's usually fixable, and there's a good chance you can sort it out yourself.

Here's where to start:

Forgot your login PIN? Here's how to reset it:

You can set up a new PIN even if you never made one before.

Open the app and tap Forgot your login PIN before signing in. Enter your ID number, then the OTP sent to your registered cellphone, and follow the prompts to create a new PIN.

Not near your phone's app? You can also do this at any GoTyme Bank kiosk. Select Login and then Forgot your login PIN.

Tip: The OTP only goes to the number on your profile. If that has changed, update it first.

If you continue getting an error when trying to log in, don't worry, an error message isn't the end of the road. Write down the exact message or take a screenshot. Then note what you were doing at the time, such as entering your PIN, using biometrics or waiting for an OTP. Make sure your app is up to date from the App Store or Play Store, then try again.

Good to know: Don't keep trying your PIN. Too many attempts can lock you out.

Got a new phone and want the old one off your profile? You can't remove a device yourself. Have your ID number ready, along with the make and model of both phones and whether you still have the old one. If it was lost or stolen, mention that too. You'll be verified before any changes are made.

If you’re struggling to get your face verified on your new phone it’s mostly about the setting. Retake it in good light with a plain background and a still, neutral expression. Use the front camera live, because saved photos won't work.

Still stuck?

If you've been through all of this and you're still locked out, we're here. Chat to us on WhatsApp at 0860 999 119 or through in-app chat. We will never ask for your PIN, full password or a one-time password.