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Reset your passcode

If you forget your 6-digit passcode, you can reset it on your mobile device. The process involves choosing a new passcode and verifying your identity.

Written by Wieger

Resetting your passcode

To reset your passcode, follow these steps on your mobile device:

  1. Go to Web Banking > Sign into Web Banking.

  2. When asked to confirm it’s really you, click Confirm.
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    Biometrics activated: you'll automatically be asked to sign in with biometrics. If you still want to reset your passcode, click Confirm with passcode.
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  3. When asked for your 6-digit passcode, click Forgot passcode.
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  4. Click Reset to reset your passcode.
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  5. Create your new 6-digit passcode and click Next.
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    Tip

    Use a unique passcode for your payment account and keep it safe. Avoid using the same passcode for multiple online accounts.


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  6. Re-enter your passcode and click Confirm.
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  7. Click Verify my identity, then follow the prompts to verify your identity.
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Proving your identity

Path A: Face and ID document verification

This path is used if you previously completed identification using your mobile device.

Read the 10 requirements for verifying your identity to ensure a successful verification process.

Be sure to have your original and valid ID document ready.

    1. Click Start verifying.
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    2. Check the boxes to agree to the identity verification conditions, then click Okay.
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      You will need to record either just your face or both your face and your identity document. The process is shown automatically on your mobile device.


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    3. Follow the prompts to verify your identity.
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      *After you've completed your identity verification steps, Swan will process your passcode reset. You will receive a text message confirming your passcode update.


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You'll typically receive confirmation of your passcode reset within 10 minutes.

Path B: Unique key verification

If you have multiple member emails linked to your phone number, Swan can email a unique key to one of these email addresses for resetting your passcode.

        1. Select an account member email address from the dropdown list provided, then click Send.
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          Swan sends you an email with a unique key to reset your password. Make sure to check your spam if you don’t find the email in your inbox.


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        2. Enter the unique key from your email into the Reset key box, then click Confirm.
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        3. Your passcode is now reset. Click Go to your account to access your account.

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