This guide helps with
- Find where your phone number is stored in the portal
- Update it correctly so codes and updates reach you
- Confirm the change has saved
- Understand any verification involved
- Know who to contact if you can't update it yourself
3 min read
What's happening
Your phone number is how we send you verification codes and, sometimes, important updates about your account. If it has changed, updating it keeps everything reaching you. The process is quick and you can do it yourself once you are signed in.
Keeping it current also helps avoid the frustration of codes going to an old number.
Step by step
- Sign in to the portal from the Help Centre.
- Go to your account or profile settings, where your contact details are kept.
- Find the phone number field and enter your new number, including the correct format.
- Select Save and watch for a confirmation that the change has been recorded.
- If asked, complete any verification step to confirm the new number is yours.
If that didn't work
If the number won't save, check it is entered in the format the form expects and that no field is showing an error. Our guide on what to do when your details won't update covers the common causes and fixes in more detail.
Who to contact
If you can't update the number yourself — for example, because you can't receive a verification code on either the old or new phone — contact us through the Help Centre. We can update it for you once we have confirmed your identity another way.
Good to know
- A current phone number keeps verification codes and updates reaching you.
- You can usually update it yourself in your profile settings.
- A verification step may confirm the new number is yours.
- Contact the Help Centre if you can't update it online.
FAQ
Will I need to verify the new number?
Often, yes. A verification step confirms the new number belongs to you, which protects your account. Just enter the code sent to your new phone to finish.
What if I can't get a code on either phone?
Contact the Help Centre. We can verify your identity another way and update the number for you so codes reach your new phone.
Why does my number matter for my account?
It is one of the ways we confirm it is really you and send important updates. Keeping it current avoids missed codes and messages.
Still stuck? Our team is happy to help you sort it out.