To resolve this issue, follow the steps below:

• Click the ‘I forgot my password’ button.
• You will receive a verification SMS with a corresponding code.
• Enter this code in the required field.

Enter the desired password twice according to the password prompts and confirm.

If your device/phone where you have downloaded the app Pago is lost or has been stolen, follow the steps below to secure your account.

As soon as you can, get a second phone from a friend or a relative and download Pago so you can access your account. Then follow one of the two solutions below

1. Change your PIN code on your Pago account:

• Click your profile icon in the top left corner
• Click “Security”.
• Go to “Change PIN”.
• Follow the instructions given to you in the app
• Click “Confirm”.

2. Report any suspicious activity

If you notice additional login attempts to your account, please contact us at [email protected]  or view your list of transactions and report any suspicious activity.

Note: If your phone has been lost or stolen, an additional step you can take to protect your Pago account is to immediately block your phone number with your mobile operator. This ensures that the person who has stolen your phone cannot change your Pago password using the SMS code sent to your number.

• The identification document has expired and has not been updated.
• The account has been blocked by the compliance department.
• The account has been placed in inactive status due to inactivity.