---
title: "Can't sign in or sign up to RedotPay? Every login error and its fix"
description: "What the Phone number already exists and Email already exists errors mean, what to do when the verification code doesn't arrive by SMS, WhatsApp or email, the 24-hour lock after five wrong passwords, Google Authenticator codes that fail, passkeys, resubmitting documents, and how to recover a forgotten login email or phone number."
---

> Documentation Index
> Fetch the complete documentation index at: https://redotdocs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't sign in or sign up to RedotPay? Every login error and its fix

Most sign-in and sign-up problems have a one-line cause: you already have an account, the code you typed is an old one, your phone's clock is off, or you signed up with Apple or Google and are now trying a password. Find your message below.

| What you see | Usual cause | What to do |
|---|---|---|
| "Phone number already exists" | That number is on an account already, yours or an old one | Log in instead of signing up |
| "Email already exists" | Same, for the email | Log in, reset the password, or use **Continue with Apple / Google** |
| No verification code | Old code, wrong folder, or WhatsApp on a different number | Request a new code and use only the newest |
| "Account locked" | Five wrong passwords in a row | Wait 24 hours. Your card keeps working |
| Google Authenticator code refused | Your phone's time is off | Set date and time to automatic |
| Email shows as @privaterelay.appleid.com | You signed up with Apple's Hide My Email | Keep using **Continue with Apple** |
| Asked to resubmit documents | RedotPay wants to re-verify it's you | Send ID photos and a video selfie |

## "Phone number already exists" or "Email already exists"

The number or email you typed is already linked to a RedotPay account. Each phone number and each verified identity can belong to **only one account**, so it can't be used to register again or added to a second account, not even after [deleting the first one](/en/security/delete-account/).

If you didn't expect this:

- **You already have an account.** Switch to the login screen and sign in with that email or number.
- **You forgot the password.** Tap **Forgot your password** on the login screen. Steps below.
- **You first signed up with Apple or Google.** An email and password won't work for that account. Use **Continue with Apple** or **Continue with Google** instead.
- **The number was on an account you no longer use.** RedotPay lists this as a cause but doesn't say how to release the number. If you can still sign in to the old account, change its phone number there (**Profile** → **Security** → **Phone number**). Otherwise [contact support](/en/troubleshooting/contact-support/).

> **You can't open a second account**
>
> Once an identity is verified, it stays tied to that account for good, even after the account is deleted. See [deleting your account](/en/security/delete-card-or-account/).

## The verification code doesn't arrive

Codes can come by **SMS**, **WhatsApp**, **Telegram**, a **voice call** or **email**, depending on your account, region and app version. Two rules apply to all of them:

- **Wait for the countdown, then tap Resend code.** Always enter the most recent code. Older codes stop working the moment a new one is sent.
- **Check the basics.** Signal, an active phone plan, Do Not Disturb off, and unknown or international numbers not blocked. Turning Airplane Mode off and on reconnects the phone.

| Channel | What to check |
|---|---|
| SMS | The spam or blocked-messages folder. Some phones filter international senders there |
| WhatsApp or Telegram | The number registered in WhatsApp or Telegram must be **the same number as on your RedotPay account**. A mismatch is the most common cause. RedotPay sends the code there automatically when SMS can't be delivered |
| Voice call | An automated call reads the code aloud. The option appears only after the other methods failed a few times, and only in some regions |
| Email | Codes usually arrive within a minute. Check the address for typos and look in spam or junk. Marking the email "not spam" helps the next one. Update the app if it's old |

To switch channel, tap **Get code** on the phone verification screen, or wait for the countdown and tap **Resend code**. Either shows the options available to you.

## "Account locked"

Five wrong passwords in a row lock the account temporarily. You see a message on screen and get an alert at your registered email. The lock **lifts by itself after 24 hours**. Your card stays active the whole time, so payments keep working.

## Forgot your password

1. Tap **Log in** on the login screen, then **Forgot your password**.
2. Enter your email or phone number and tap **Next**.
3. Complete two-factor authentication.
4. Enter and confirm the new password.

To change a password you still know: **Profile** → **Settings** → **Security** → **Change password**.

> **A reset pauses some features for 24 hours**
>
> After a password reset, withdrawals, transfers to other users and currency conversions are paused and card spending is capped at 1,000 USD for the day. The same applies after changing your email or phone number. See [protect your account](/en/security/protect-your-account/).

## Google Authenticator code refused

Try these in order.

1. **Set your phone's time to automatic.** This fixes almost every case. iPhone: **Settings** → **General** → **Date & Time** → **Set Automatically**. Android: **Settings** → **Additional settings** → **Date and time** → turn on **Set time automatically** and **Set time zone automatically** (menu names vary by phone). It needs Wi-Fi or mobile data, and the time zone must be right, especially after travel or a clock change.
2. **Enter the code in time.** Each code lasts about 30 seconds. If the timer is nearly out, wait for the next code.
3. **Reload the login screen** and enter a freshly generated code.

If you lost the phone with the authenticator, the **backup key** you saved during setup is the only way back in. If you also lost access to your email or phone number, [contact support](/en/troubleshooting/contact-support/).

## Passkeys: log in with your face or fingerprint

A passkey replaces the password with your phone's biometrics.

- **Turn passkeys on in the phone first.** iPhone: **Settings** → **General** → **AutoFill & Passwords** → turn on **AutoFill Passwords and Passkeys** and **Passwords**. Android: **Settings** → **Fingerprints, face data, and screen lock** → **Manage passwords** → **Autofill passwords and passkeys**.
- **Create one in the app:** **Profile** → **Security** → **Passkey** → **Create new passkey**, then pass the security check.
- **Delete one from the phone, not the app.** iPhone: **Passwords** app → **Passkeys** → **redotpay.com** → **Edit** → **Delete**. Android: **Settings** → **Fingerprints, face data, and screen lock** → **Manage passwords** → **RedotPay** → **Delete**.

## Asked to resubmit documents to log in

RedotPay sometimes asks for a fresh verification before letting you in. It wants **both** of these, and rejects silent videos or written text in place of speech:

- **Photos of your ID**, front and back, the same document you verified the account with, with every detail readable.
- **A video selfie** holding the ID next to your face, photo side to the camera, while you read this statement aloud **in English, exactly as written**, replacing the two placeholders:

> My name is *your full name*, today is *the date you record the video*. I am recording this video for RedotPay to securely verify my account. I confirm that I am completing this myself and take full responsibility for this action.

Check both files against these rules before you send them. A rejected submission means another round.

## Your email shows as @privaterelay.appleid.com

You signed up with Apple and chose **Hide My Email**. Apple created a random address that forwards to your real inbox, so RedotPay never sees your personal email. This is normal.

- **Logging in:** keep using **Continue with Apple**. A password won't work for this account.
- **Codes and notices** still reach your normal inbox, forwarded by Apple.

## Change your phone number or email

**Profile** → **Security** → **Email address** or **Phone number** → **Change email address** or **Change phone number**, then follow the verification steps. The same screen shows which email and number are on the account now.

Because changing contact details is how account thieves usually take over, the 24-hour pause described above applies after every change.

## You don't remember which email or phone is on the account

If you have several email accounts, search each one for "RedotPay". If you no longer have access to the email or number you find, [contact support](/en/troubleshooting/contact-support/) and say so in the first message.

Sources: RedotPay help-centre articles "Why Do I See a "Phone Number Already Exists" Error?", "How Do I Receive My Phone Verification Code?", "What Should I Do If My Account Is Locked?", "How Do I Reset or Change My Password?" and "How Do I Recover My Login Details?" (checked 2 Nov 2026).

Source: https://redotdocs.com/en/troubleshooting/login-problems/index.mdx