How can I access my account if I forgot my username or password?

If you can’t log in, you can regain access to your account by following the steps below.

Forgot your username?

Don’t worry. If you don’t remember your username, you can log in using your email address in the “Username or email” field.

Forgot your password?

• On the login screen, click “Forgot your password?”.

• To continue with the recovery process, you will need to enter:
  • Your registered phone number or email address or Ecuador ID.
    (Make sure there are no trailing spaces after the number, as it may be considered invalid).
  • Your date of birth.
• If the information entered is correct, you will receive a code via SMS to your registered number or to your registered email to securely reset your password.

Does your information not match or did you change your number?

If you made a mistake when registering your number or date of birth, recently changed your number, or have questions about the data associated with your account, please contact the Customer Support team.

Still need help?

If you still can’t log in or suspect your account may have been compromised, contact the Customer Support team.

Please include:

• Any error messages received.
• The steps you have already tried.