If your username and password are not being accepted:
To recover both details, you will need to locate the account recovery code which was emailed to you shortly after you created your account. (This was formerly known as the PUK code).
- Go to https://myprofile.postoffice.co.uk and click "Recover your login details".
- Tick the boxes for ‘I lost my username’ and ‘I lost my password’.
- You will then be asked to enter your email address and account recovery code.
- Next, enter in the two-factor authentication code sent via SMS or shown on your authenticator app.
- Finally, answer the security question.
If you are unable to locate your account recovery code in your email inbox or spam, it is possible to recover just your username without it; however, you will be required to provide the correct password.
You will need your password and the e-mail address you used to register the account.
If you have a new mobile number or reinstalled the app on a new device
If you have changed your mobile number or the code is no longer showing on your authenticator app, you will need to recover your two-factor authentication using the account recovery code.
- Go to https://myprofile.postoffice.co.uk and click "Recover your login details."
- Tick the box for ‘I lost my two-factor authentication’.
- You will then be asked to enter your username and password.
- Next, enter your account recovery code and answer the security question
- You will then be given an option to change your mobile number or add a new app authenticator