If you lose your phone, your Coconut mobile app should be secure as it needs your 5 digit code to login. However, if you think your account could be accessed because someone knows your security credentials then please contact our support team to apply a block to your account.

To block your account

By phone (fastest)

Call us on our emergency line to arrange an account block. If it's outside of our working hours, you can email us at [email protected].

If you also misplaced your card, and can't get into the app, you can block your card straight from our website.

By email

Email us at [email protected] with the following details to request an account block:

  • The mobile number associated with your account

  • Your date of birth

  • The postcode on your account

For tips on keeping your account safe, take a look here.

Reinstalling Coconut

Once you've got a new phone and reinstalled the Coconut app, if you've kept the same number then you can just login as usual. Our team might have to help authenticate your device first.

If you have a new number, and no longer have access to the other one, then speak to us through in-app chat and we'll help you update the mobile number on your account.

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