Passcode reset

When you signed up for your payment account, you chose a 6-digit passcode. Remember your passcode, as it may be needed for sensitive transactions. You'll also use it to log in if you haven't set up biometric authentication.

If you forget your 6-digit passcode, you can reset it on your mobile device. The process involves choosing a new passcode and verifying your identity.

You’ll be directed to verify your identity using one of the following methods, determined automatically based on your identification status:

If you're having trouble proving your identity or have entered your passcode incorrectly three times, Swan Support will assist.

Resetting your passcode

To reset your passcode, follow these steps on your mobile device:

1. Go to Web Banking > Sign into Web Banking.
2. When asked to confirm it’s really you, click Confirm.
   
   

   Biometrics activated: you'll automatically be asked to sign in with biometrics. If you still want to reset your passcode, click Confirm with passcode.

   
   
3. When asked for your 6-digit passcode, click Forgot passcode.
   
   
4. Click Reset to reset your passcode.
   
   
5. Create your new 6-digit passcode and click Next.
   
   

   Tip

   Use a unique passcode for your payment account and keep it safe. Avoid using the same passcode for multiple online accounts.

   
   
6. Re-enter your passcode and click Confirm.
   
   
7. Click Verify my identity, then follow the prompts to verify your identity.
   
   

Proving your identity

Path A: Face and ID document verification

This path is used if you previously completed identification using your mobile device.

Read the 10 requirements for verifying your identity to ensure a successful verification process.

1. Click Start verifying.
   
   
2. Check the boxes to agree to the identity verification conditions, then click Okay.
   
   

   You will need to record either just your face or both your face and your identity document. The process is shown automatically on your mobile device.

   
   
3. Follow the prompts to verify your identity.
   

   *After you've completed your identity verification steps, Swan will process your passcode reset. You will receive a text message confirming your passcode update.

   
   

You'll typically receive confirmation of your passcode reset within 10 minutes.

Path B: Unique key verification

If you have multiple member emails linked to your phone number, Swan can email a unique key to one of these email addresses for resetting your passcode.

1. Select an account member email address from the dropdown list provided, then click Send.
   
   

   Swan sends you an email with a unique key to reset your password. Make sure to check your spam if you don’t find the email in your inbox.

   
   
2. Enter the unique key from your email into the Reset key box, then click Confirm.
   
   
3. Your passcode is now reset. Click Go to your account to access your account.

Requesting support

You won't be able to access your account until your identity has been verified. If you have trouble verifying your identity or you enter the wrong passcode three times, follow these steps to request support:

1. Click Having trouble? Contact Support.
   
   
2. To proceed with a customer support request, click Confirm.
   
   

   Remember, you won’t be able to access your account until the support team helps you complete identification.

   
   

After the verification phone call, Swan Support may ask you to email a photo of yourself (selfie) holding your identity document next to your face.

Swan Support will reach out by email or phone within 72 hours to confirm your identity and validate your new passcode, or to schedule a call for this purpose.