When you signed up for your Accountable Banking account, you chose a 6-digit passcode. If you've forgotten it, you can reset it directly from your mobile device.
The process involves choosing a new passcode and verifying your identity. Depending on your identification status, you'll be asked to use one of the following methods:
Path A – Face match (or face + ID document): if you previously verified your identity using your mobile device.
Path B – Unique key verification: if you haven't yet verified your identity for your payment account.
If you're having trouble verifying your identity, or have entered your passcode incorrectly three times, please contact our support team.
Step-by-step: resetting 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, tap Confirm.
💡 If biometrics are activated, you'll be prompted to sign in with biometrics. Tap Confirm with passcode if you still want to reset your passcode.
3. When asked for your 6-digit passcode, tap Forgot passcode.
4. Tap Reset to confirm.
5. Create your new 6-digit passcode and tap Next.
⚠️ Use a unique passcode and keep it safe. Avoid reusing the same passcode across multiple accounts.
6. Re-enter your passcode and tap Confirm.
7. Tap Verify my identity, then follow the on-screen prompts.
Path A: Face and ID document verification
This path applies if you previously completed identification using your mobile device. Have your original, valid ID document ready.
1. Tap Start verifying.
2. Check the boxes to agree to the verification conditions, then tap Okay.
You may be asked to record just your face, or both your face and your ID document — this is shown automatically on your device.
3. Follow the prompts to complete your identity verification.
Once done, you'll receive a text message confirming your passcode update — typically within 10 minutes.
Path B: Unique key verification
This path applies if you have multiple member emails linked to your phone number. Swan will email a unique key to one of your addresses.
1. Select an email address from the dropdown, then tap Send.
Check your spam folder if you don't see the email in your inbox.
2. Enter the unique key from your email into the Reset key field, then tap Confirm.
3. Your passcode is now reset. Tap Go to your account to access your account.
🚀 Still need help?
No worries — our Accountable Banking support team is here for you. Whether you're stuck on a step or something doesn't look right, just reach out and we'll get you back into your account as quickly as possible.