How to change your phone number?
To change your number in Nelo, sign in and choose "Changed your number?". Confirm your identity with your CURP and PIN, enter the one-time code sent to your email and register your new number.
Steps to update your number
- Open the app and tap SIGN IN.
- Select "Changed your number? Update your account".
- Tap RESET MY PHONE NUMBER.
- Enter your CURP and your personal PIN.
- Enter the one-time code sent to your email.
- Register your new phone number.
What do you need on hand?
Have your CURP, your Nelo PIN and access to the email registered to your account. When you sign in, the new code will arrive by WhatsApp to your new number.
No access to your email or don't remember your NIP?
You can still update your number:
In the app choose “Changed your number? Update your account” → “Reset NIP” and enter your new number. You will receive a code via WhatsApp.
When asked for your NIP select “I forgot my NIP”, then “I don't have access to this email” and “Recover account”.
Register your new email and NIP, take a selfie and scan your INE to verify your identity.
For security, verification can take up to 7 business days. During that period it is important to keep paying your credit.
