Forgot the password for your bank's app and can't log in? This happens very often, and you can fix it yourself in just a few minutes. Don't worry – you don't need to visit a branch or call the helpline right away. Below you'll find a simple step-by-step plan. You can't break anything by tapping the wrong button – you can always go back a step and try again.
What you will need
Before you start, get the phone with your bank's app installed, and the phone with the number registered with your bank (usually the same phone). You may also need an ID document or your customer number – the bank might ask for one of these.
Step by step: how to reset your password
- Open your bank's app on your phone – tap its icon, the small picture with the bank's logo on your phone's screen.
- On the login screen (the screen where you normally type your password), look for a link that says something like "Forgot password" or "I don't remember my password." It's usually below the password field, in smaller text.
- Tap that link with your finger.
- Enter the information the app asks for. This is usually your phone number, your customer number, or your national ID number.
- Confirm the information by tapping "Next" or "Send."
- Wait for a text message with a code. This is a one-time, several-digit number the bank sends to your phone to check that it's really you trying to log in. This message usually arrives within one to two minutes.
- Open your text messages and copy the code into the field that appeared in the bank's app.
- Set a new password by typing it into the first empty field. Choose a password that's easy for you to remember but hard for others to guess – ideally a mix of letters, numbers, and at least one special character (like an exclamation mark or a question mark).
- Type the same new password again in the second field, to confirm it.
- Tap "Save" or "Confirm" to save your new password.
- Log in to the app using your new password on the login screen.
That's it! From now on, you'll log in with your new password. It's a good idea to write it down somewhere safe, such as a notebook at home – never save it in your phone under a name like "bank password."
If your bank asks for a different kind of confirmation
Some banks ask for confirmation in a different way instead of a text message code – for example, a code from a plastic code card (a special card with a table of numbers you received when you opened your account), or approval through a separate authorization app used to confirm actions. If a screen asks for something you don't understand, don't tap at random – read the instruction again, slowly, and look for similar wording in this guide.
Important: how to recognize a scam
A real bank will never call you and ask you to say your password out loud or read out a text message code. If someone calls and says, "I'm calling from your bank, please tell me the code you just received by text so we can reset your password" – that's a scam. Hang up. Call your bank back yourself, using the number printed on the back of your payment card. A text message code is for you alone – never share it with anyone, even if the person on the phone sounds very convincing and claims to work for the bank.
What to do if something goes wrong
Sometimes things don't work on the first try. That's normal – here's what to do in common situations:
- The text message code doesn't arrive. Wait 5 minutes – sometimes messages take a little longer. Check that you have phone signal. If the code still doesn't arrive, check whether the app has a "Resend code" option.
- The app freezes or stops responding. Close it completely and open it again. If that doesn't help, restart your phone by turning it off and back on.
- The information you enter doesn't match what the bank has on file. Check that you haven't mistyped a digit in your phone number or ID number. If you've changed your phone number and the bank doesn't know about it, resetting your password yourself may not work.
- Nothing works. Call your bank's helpline – the number is on the back of your payment card or on the bank's website. You can also visit your nearest branch in person with your ID document.
Remember: when you call the helpline, never give your password or a full text message code to a bank employee if they called you – you should always be the one making the call, using the number from your card, so you know for certain you're speaking with your real bank.