Summary of Article 📜
Common Login Issues:
a) Change of phone number.
b) "Recovery Code" is needed.
c) Error message pop-ups after entering passcode.
d) Not able to see your balance in the app.
Troubleshooting Steps:
a) For Passcode Issue, click on "Forgot passcode?" and reset your passcode.
b) Update your app to the latest version in the Google PlayStore and iOS AppStore.
c) Force close BigPay app > Log in again.
We're truly sorry that you're having an issue with logging into your BigPay account. 🙏
There are several reasons why you might be facing a login issue. Check out the following sections that could better assist you:
a) You have changed your phone number and not able to login using your new number
Solution: Kindly chat with our live agents and let them know these details:
i) Old number
ii) New number
iii) Phone brand and model
Our team will assist you change the number and email you with an update 📧
b) You need to enter a "Recovery Code" to login'
If you received this error message when you try to log in, you will need to chat with our live agents and ask for a recovery code. Kindly perform a verification asked by the agent and you will receive a recovery code that is valid for 24 hour in your registered email inbox 📧
c) You are trying to login and there are error messages after answering 2 security questions as below:
You would need to reach out to our live agents regarding this issue. Kindly let them know of this error message and for a faster assistance, please provide us with these information:
i) Your phone brand and model.
ii) If you have ever changed your phone number.
iii) If anyone else has ever logged in to their BigPay account using your device before.
d) There is an error message when you have logged in and you cannot see your balance
For this type of error message, you should have received an email from us regarding your account. Kindly try to search for "BigPay" in your inbox. If there is an email, please reply with the documents needed and our them will do the needful to unblock your account.
In case you did not receive the email, please reach out to our live agents and let them know about this error message. Our live agents will assist you further 😉
If you are still facing a login issue, here are some basic troubleshooting steps that you could try:
a) Passcode issue
If you forgot your passcode, you can click on "Forgot passcode?" and answer the 2 security questions asked. Once you have done so, you will get to set a new 6-digit passcode to login to your account.
b) App update
1. Check your App Store or Google PlayStore to update your app to the latest version.
2. Login again.
c) Force close BigPay app
1. Try to force close the BigPay app.
2. Relogin to your BigPay account.
If you find that all the other troubleshooting method does not work, kindly try to do this method:
1. Uninstall BigPay app from your device.
2. Turn off your device, and restart it.
3. Reinstall BigPay app from Google Play Store or iOS App Store.
4. Login > click on the link sent in SMS and it will lead you straight to the homepage!
For the best account security and a smooth BigPay experience, it is crucial to use the latest version of the app. Please follow these instructions:
-
Use the Latest Version
- To ensure you’re using the most up-to-date version, download the app from official sources:
-
Do Not Use Apps from Unofficial Sources
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Downloading the BigPay app from unofficial sources may cause functionality issues, such as:
- Platforms other than Google Play or the App Store
- Restoring the app from a backup
- Copying the app from another device
- Installing the app through other methods
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Downloading the BigPay app from unofficial sources may cause functionality issues, such as:
We're here to assist you every step of the way! If you have any queries, don't hesitate to reach out to us through Settings > Get help or simply drop us an email at support.th@bigpayme.com. The BigPay team will get back to you the fastest we can during our office hours Monday - Friday 09:00 AM - 11:00 PM. 🙏🥰