If your account is locked and the primary mobile number registered to your account is lost or inactive, you will not be able to receive a verification code via WhatsApp or SMS to unlock your account. Please note that WhatsApp and SMS verification codes will only be sent to the primary phone number registered to your account. Therefore, in this situation, you will need to update your primary phone number first. Here are the steps to change your primary phone number if your account is locked :

Through the Application:

• In the security verification page, please select the "Lost Your Mobile Number?" option to request a data change for your registered mobile number.
• In the Reset Mobile Number menu, please enter your new mobile number and the reason for the data change. After that, please click "Next".

• Next, you will be asked to complete the face verification process. Please click "Start Face Verification" and follow the instructions provided. Once successful, please click "Continue" to proceed to the email verification process.
• Please check your email for the verification code that has been sent to your email address.
• Please enter the Email OTP code and click "Verify".

Note : If you don't receive the OTP code via email, you can request a new OTP code by clicking "Resend".

• Congratulations! Your number change has been successfully submitted. Please select "Log Out".
• At the same time, you will also receive a "Pending Submission Notification".

Note : Once your data changes have been approved or rejected, you will receive a notification email. Please wait for your data change request to be processed within 24 hours.

• If you submit another "Lost Your Mobile Number?" request while the previous request is still under review, you will receive a pop-up message stating "Your Request is Under Review" and you will not be able to continue the data change process.

• If you can still log in to your account using your old mobile number, then while your data change request is still under review, you will see a "Pending Banner".

• If your data changes have been approved, you can log in using your new mobile number.
• Please select "Log In".
• Enter your email and password, then click "Log In".
• When you arrive at the Home menu, you will see a message saying "Your Account Activity is Locked". Please complete the face detection test by clicking "Activate Now". For more information about this, please click the following page: click here

Through the Website :

• In the security verification menu, please select the "Lost Your Mobile Number?" option to request a data change for your registered mobile number.

• For now, the process of changing your number using the "Lost mobile number" feature can only be done through the App.
• You will see a pop-up directing you to continue the "Lost mobile number" process through the App.

• If you can still login to your account using your old mobile number, then while your data change request is still under review, you will see a "Pending Banner".