Get back in, or change your phone number
Fleet appDriver appSend app
Your account is your phone number. Settings is where you keep your recovery email and move the account to a new number. Help, at the bottom of the sign-in screen, opens Trouble signing in?: the way back when the number is gone.
Steps
Open Settings. Driver and Fleet app: tap your picture, then Settings. Send app: Account›Settings.
Recovery email: type the address and tap Send a code to this address. Type the code from the email, then your PIN.
New phone number, and you know your PIN: Settings›Phone number. Type the new number, type the code we text to it, then your PIN. You are signed out everywhere; sign in with the new number and the same PIN.
Lost your number and forgot your PIN: on the sign-in screen tap Help›I no longer have my number. A code goes to your recovery email. Type your new number and choose a new PIN.
Somebody changed your number and it was not you: within 24 hours, on the sign-in screen, tap Help›Undo a number change. Use the old number with the PIN as it was, or a code to your email.
Lost only the handset? Nothing is lost. Put your number in the new phone and sign in with the same number and PIN: the new phone asks for a code to your number once, and then your PIN works on it.
Drivers and shops are also asked for the national ID number they registered with when they get back in by email.
After a number change the old number is kept for you for 24 hours. After that it is free for a new person.
Undoing a number change locks the PIN. Use the forgot-PIN link on the sign-in screen to choose a new one.
If somebody asks staff to move YOUR account, you are told at once, in the app and by email, and Settings shows it with a button: It was not me: stop it. Signing in with your PIN stops it too. Then change your PIN. If an account is moved all the same, it can be undone for 24 hours with the old number and the PIN as it was.
Your parcels belong to your account, not to your phone number. When your account moves to a new number, every parcel sent to or from the old number so far comes with it, with its collection code. For seven days after the move a parcel sent to the old number still reaches you, and nobody else can open an account on that number.
In those seven days, give your new number to the people and the stores that send to you. When they have it, open Settings and choose Block my old number, with your PIN: from then a parcel sent to it is no longer yours. We remind you once a day. If you do nothing, the old number is let go after seven days. It cannot be blocked in the first 24 hours, while the change can still be undone.
After your number changes, your PIN works on the phone or browser you changed it on. Every other one asks for a code to the new number first.
We write to your recovery email, and tell you in the app, whenever your PIN is replaced or starts working on a new phone or browser. If it was not you, replace your PIN straight away: that shuts out every other phone and browser.
Settings›Phones and browsers shows every phone and browser your PIN works on, with when each was confirmed and last used. Forget all the others asks for your PIN and signs you out everywhere; each of the others then needs a code to your number before your PIN works there again. On a phone or a computer that is not yours, use Sign out, and forget this one.
Why
A first PIN cannot be chosen without a recovery email. We write to it when your PIN is locked and when your phone number changes.
Somebody who signs up with a number another account used to have sees none of that account’s parcels, orders or invitations: only what is sent to the number from then on.
For 24 hours after any number change you cannot give a parcel up or name somebody else to collect it: those two cannot be taken back. When a number change is undone, the collection codes of your parcels are changed, so whoever had the account in between holds codes that open nothing.
Rare cases
If email to your recovery address comes back undelivered, Settings says so under Recovery email, and we stop writing to that address. To keep the same address, open Recovery email, enter it, send the code and type in the code you receive: that proves it works again. Or enter another address.
No number, no PIN and no recovery email you can read? Two members of SeeBuyGet staff can move your account. On the sign-in screen choose Help›Ask SeeBuyGet staff to move my account. Enter the number your account is on, confirm your new number with the code sent to it, and write down the reference you are given. Then speak to staff and give them the reference: they check who you are.
To see what became of it, choose Help›I already asked staff on the sign-in screen, and enter your reference. When it says your account was moved, sign in with the new number: choose Forgot your PIN?, enter the code, and choose a new PIN. A request waits two weeks, then lapses.
Could not register as a driver or a shop because your national ID is already registered? Check the number first: one wrong digit is the usual reason. If it is right, somebody else is using your number. On any sign-in screen choose Help›Somebody else registered with my national ID — in the Business app, Trouble signing in? instead of Help. Confirm your phone number, and you are given a reference.
Write the reference on paper. Take three photographs: yourself holding your ID card under your chin with the paper beside it, then the front of the card close up, then the back. Somebody else may take them for you. Look at each one before you send it: if you cannot read the number, staff cannot either. Only the two members of staff who decide see them, and they are deleted 30 days after the decision.
If somebody says the ID on YOUR registration is theirs, you are told in the app and by email, and Settings shows it. You have a week. Either send the same three photographs with your own reference, or, if the number on your record was simply mistyped, put the right one there: that ends it at once and nothing else changes for you.
Two members of staff decide from the photographs. If the ID goes to the other person, your account is not removed: your driver or shop registration is held. You finish what you have in hand and start nothing new until you put the number of your own ID card on record, in Settings. If you do not accept the decision, you have two weeks to choose a day to come in, from the days the office for your country receives visitors. Where the office gives each visitor an hour, you choose the hour too; an hour that is full is not offered. You are given a ticket that says where, when and what to bring.
The day before an appointment you are reminded, in the app and by email: when, where, and what to bring. Bring your ID card itself, not a copy; the phone you use with SeeBuyGet; your reference; and a second document in your name if you have one. If you have no SeeBuyGet account, no reminder can reach you: write the day down.
If your account was moved without your PIN, by a code to your email or by SeeBuyGet staff, the collection codes of your parcels are changed and are hidden for 24 hours after the move. The parcel screen says from when the code shows. The free collection time of a waiting parcel does not run out in those hours.
If the app says it could not send the code, nothing is wrong with your number and nothing was counted against you. Wait a little and ask for the code again.