How to recover your PIN?
If you forgot your PIN or locked your access, you can reset it from the app: enter your number, get a code by WhatsApp, choose "I FORGOT", confirm with the code sent to your email and set a new 4-digit PIN.
Steps to recover your PIN
- Open your Nelo app.
- Enter the phone number registered to your account.
- Enter the code you receive via WhatsApp.
- When asked for your PIN, select "I FORGOT".
- Enter the code sent to your email (check spam and promotions).
- Set your new 4-digit PIN, different from the previous one.
Locked out of your access?
If you locked your access by entering the wrong PIN several times, use the same "I FORGOT" flow to create a new PIN and regain access.
No access to your email or phone?
You can still reset your NIP:
In the app choose “Changed your number? Update your account” → “Reset NIP” and enter your number and the code that arrives via WhatsApp.
When asked for your NIP, select “I forgot my NIP” → “I don't have access to this email” → “Recover account”.
Register your new email and NIP, then verify your identity by scanning your INE and recording a video of your face.
For security, this verification can take up to 7 business days. In the meantime, it is important to keep making payments on your credit.
