Yes, you can remove your account from your old device after successfully adding it to your new one. Once you have confirmed that your account is active and working correctly on your new phone, you can safely sign out or remove it from the old device. This is a recommended security practice.
Category: Device Management
What should I do if my phone is stolen or lost?
If your phone is lost or stolen, please contact the Customer Support team immediately to have your account temporarily blocked for your safety.Once you have a new device, reach out to the team again to have your account unblocked and to assist you with updating your device details.
How do I keep my account safe when changing phones?
To keep your account secure, do not share your PIN or account details with anyone.Please note that you are solely responsible for all activities carried out through your account.
What happens if someone else tries to log in with my account?
When someone tries to log into your account, they will not be able to gain access unless they have both your account credentials and your phone.Your account is protected by your PIN or password to help keep it secure.
What happens if I exceed the device limit on my account?
When you exceed the device limit, please reach out to the support team on call 0323002828/03230002830 Or on chat, and the device will be updated.
Do I need to uninstall the app from my old phone before logging in on a new one?
No, you do not have to except that we can free it off the phone for security purposes.The APP can work on your new phone regardless of whether it is uninstalled from the old phone or not.
How long does it take for support to update my device?
The Support team will update your device as soon as you provide your account details.Once verified, your device will be successfully updated.
What happens if I fail the security questions?
If you fail the security questions, please contact the Customer Support team and provide your account details.Once your information is verified, the device update will be completed.
What kind of security questions will I be asked during device update?
For a manual device update, you need to share:1.-Chapchap account number,-Send us your National ID (front and back) as proof of account ownership.-Phone model you are changing from-Reason for changing device(Device changes are done between 8am and 6pm)FOR SELF UPDATE:✔ OTP which sent to your registered email on the APP✔ Enter NIN✔ Enter your DOB […]
Will I lose my float or transaction history if I change phones?
Your transaction history remains on your account (Wallet) and so does your float.All the details of your account remain intact, because the change is on the device not on your account.