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What are my next steps if my phone is lost or stolen?
What are my next steps if my phone is lost or stolen?

How to secure your Shakepay account if your device is lost or stolen?

Updated over a week ago

Please reach out to our Customer Support Team to report that your device was lost or stolen so we can enforce a temporary block on your account until you have a new phone:

How to contact the Customer Support Team from the app:

  1. Open the Shakepay app.

  2. Click on Settings (⚙️ icon) at the bottom right of the app.

  3. Click Help.

  4. Click Support chat.

  5. Click Send us a message.

Image showing steps 2 to 5 to contact support while logged in the app: 2. Click the Settings wheel at the bottom right. 3. Click Help. 4. Click Support Chat. 5. Click Send us a message.

How to contact the Customer Support Team from the Shakepay website:

  1. Open the Shakepay website: https://shakepay.com/signin

  2. Sign in with your shaketag (username) and password.

  3. Click the blue bubble at the bottom right of the screen.

  4. Click Send us a message. ​

Image showing steps 1 to 4 to contact support while logged in the website: 1. Open the Shakepay website: <a href="https://shakepay.com/signin" target="_blank" rel="nofollow noopener noreferrer">https://shakepay.com/signin</a> 2. Sign in with your shaketag (username) and password. 3. Click the blue bubble at the bottom right of the screen. 4. Click Send us a message. ​

I have a new phone number, how do I update it?

If you have a new phone number, you can follow the steps here to have it updated on your Shakepay account!

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