Lost email access
If you have lost access to your email account, you can recover your account using the mobile number that’s associated with your Civic account.
- Download the Civic App from the Google Play Store or Apple App Store
- Choose to Create New Account
- Verify an email address of your choice then verify the mobile number that is associated with the Civic Wallet account you’re trying to recover
- Create a new username and passcode
Lost mobile access
If you have lost access to your mobile number, you can recover your account using the email address that’s associated with your Civic account.
- Download the Civic App from the Google Play Store or Apple App Store
- Choose to Create New Account
- Verify the email address that’s associated with the Civic Wallet account you’re trying to recover then verify a mobile number
- Create a new username and passcode
For your security, both accounts will go into Account Review and not be accessible for up to 2 business days (not including weekends and public holidays). You can find out more about Account Review here.
When the recovery process has been completed and your account has been verified, you will receive an email confirmation and should be able to log in to update your email address in your account settings.