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Why can't I change my mobile number? (ENG)
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If you want to change your mobile number, ensure that the criteria below are met. If you don't meet any requirements, your mobile number will not be changed.
For Self-Delinking your mobile number
Criteria for linking a Shopee account to a new mobile number:
User should NOT have any Ongoing orders (If you are expecting a delivery, please make sure to track its status or you may contact the courier)
User should NOT have any Ongoing Refund orders and transactions
User should NOT have any Ongoing Seller Wallet Withdrawal
User should NOT have any Ongoing Buyer Wallet Withdrawal
User should NOT have a Positive Seller wallet balance
User should NOT have a Positive ShopeePay Balance
User should NOT have a Banned/Frozen status
User should NOT have any accounts connected to the new number
⚠️ Note If you cannot update your mobile number even if all the conditions above are met, try these basic troubleshooting steps or contact Shopee Customer Service. |
Via the Shopee app
If you see an error message when trying to change your mobile number in-app, kindly contact Shopee Customer Service.
⚠️ Note Before filling out the change Mobile Number form, make sure you have verified your email address. |
Via Chatbot
Select Chat with Shopee > type Change mobile number > select Change my phone number > enter New Phone Number.
Via “Forgot?” (For Logged Out users)
Select Forgot? > Select Mobile Number Changed? > Fill out the form.
⚠️ Note Kindly provide the correct information for Shopee to validate your change mobile number request. Otherwise, your request might not be processed. You may refer to the instructions indicated in the form for more details. |
Guidelines for providing the required photos:
Please note that once you have changed your mobile number you will need to wait 24 hours before changing your Seller Balance PIN or ShopeePay Wallet PIN for Wallet Security Measures.
Learn how to change the following:
If you can't change your phone number, please wait and try again in 24 hours. If the issue continues, contact Shopee Customer Service for assistance.
