Verification emails and one-time passcodes

Verification email hasn't arrived

Waiting on a verification email? Here's what to do:

  • check that your email address is correct
  • check your spam and junk folders – if you find the email in there, please mark it as "not spam"
  • check that your mailbox has enough space to receive new emails – you might need to delete a few to make room for new ones
  • Add to your contacts list

If you entered a work or custom domain email address

In some cases, emails get blocked by internal systems. If you've used a work (or custom) email address, you'll either need to provide us with a different one, or contact your company or email service provider and ask them to mark as a safe sender.

To update your email address:

  1. Open the app and tap the 'Profile' icon
  2. Tap 'See details'
  3. Then tap 'Edit' next to your email address to provide a new one

If you've checked all these things and still haven't received the email, please get in touch by heading to 'Support' in the app.

One-time passcode (OTP) hasn't come through

Waiting on a one-time passcode? Here's what to do:

  • check your mobile number is correct
  • check you have mobile signal – turning on WiFi may help if your phone and network supports WiFi text
  • if you're abroad, you may need to turn on mobile data to receive the passcode
  • If you've changed to a new SIM, put your device into airplane mode for 20 minutes to reset the SIM – you'll then need to request a new one-time passcode

If you've checked all of these things and still haven't received your passcode, please get in touch by heading to 'Support' in the app.

Can I install Chase on another device?

When will I get my card?

Adding money from another bank

Forgot login details

Activating your card