I've lost my phone and cannot access my account. What should I do?

If you have lost your phone, after you log in with the new mobile phone we will first send you a one-time password (OTP) to your Bank’s registered mobile number, verify it's you, then request you to take a selfie to verify it's you. We will then register your new mobile phone by setup the mobile security key (MSK) and deregister the previous one after you passed the OTP verification.If you haven't bought a new phone yet, you can also call our Customer Service hotline at (852) 3898 6988 to unbind your lost mobile phone.

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