How to Update the Phone Number on Your Account

Written by Paytali Support

Life happens. Numbers change. We get it. Here's how to update yours in the app.

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Before You Start (The Simple Stuff)

You can do this yourself if:

  • Your BVN is connected to your Paytali account
  • Your new number is the same one on your BVN
  • That number isn't already being used on another Paytali account
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Quick Check ✅

Make sure:

  • You've updated your Paytali app
  • Your new SIM is active and can get texts
  • The new number isn't already on another Paytali account
  • You're in a bright spot (you'll need to take a quick selfie video)
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Can You Do This in the App?
Yes, if:
  • Your BVN is linked
  • The new number matches your BVN record
  • The number isn't tied to another Paytali account
No (you'll need to chat with us) if:
  • You're a Tier 1 customer who signed up with NIN

Just reach out to us on the app. We'll help you out.

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Steps to Change Your Number
  1. Open the Paytali app
  2. Tap your profile picture
  3. Select Phone Number
  4. Tap Continue (if your BVN matches)
  5. Type in your new phone number. We'll send you an OTP if your new number is not linked to an existing account
  6. Enter the OTP sent to that number
  7. Record a short selfie video
  8. Tap Submit
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What Happens Next?
  • We'll review your request
  • You'll get a notification once it's approved or rejected
  • We'll message you by email and in-app
Tips to Avoid Issues
  • Double-check the number before you submit
  • Keep your phone close for the OTP
  • If you see "number already in use", try a different number
For the selfie video:
  • Face a light source (sunlight is perfect)
  • Keep your face fully in the frame
  • No hats, no filters, no funny business
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FAQs

Will my number update immediately?

No. It updates after we review and approve it. This takes between 1-3 mins if everything checks out.

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Can I change my number without a BVN?

Not on your own. Just message us on the app.

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I signed up with NIN. Can I use this?

Not yet. But you can reach out to us and we'll sort you out if your new number is on your NIN.

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Need Help?

Talk to us on the Paytali app.

  • Select More or the message icon
  • Then tap Get Help.From there, you can:- Tap Call Us to see our contact centre number — 0700 0225 55832
    (Monday to Friday, 8am – 7pm | Weekends, 8am – 5pm)
    ​ - Tap Chat With Us to send us a message right in the app
    ​ - You can also email us at help@paytali.com.
    ​    We're here to help.
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