Reset Your PIN

Before you start

Have these three things with you. Without them the reset cannot be completed, and you will have to start again.

• The phone holding your registered LENDEN number — the verification code is sent there and nowhere else.
• The National ID (NID) you registered the account with, for the number and date of birth on it.
• A rough idea of your last transaction, in case we ask you to confirm it.

Reset from the app

This is the fastest route and works even when your PIN is locked.

1. 1

   Open the app and tap “Forgot PIN”

   You will find it directly under the PIN entry box on the login screen.

2. 2

   Confirm your mobile number

   Enter the number your LENDEN account is registered against, then continue.

3. 3

   Verify your identity

   Enter your NID number and date of birth exactly as they appear on the card. A mismatch here is the most common reason a reset fails.

4. 4

   Enter the one-time code

   We send a code by SMS to your registered number. It expires in a few minutes, so use it straight away.

5. 5

   Set your new PIN

   Type the new PIN twice. It takes effect immediately — your next transaction will use it.

Reset by calling 16365

If you cannot get into the app at all — a new handset, a reinstalled app, or a screen that will not load — call the helpline instead. Call from your registered number where you can; it makes verification much quicker.

• Our agent will verify you against your NID and account history before anything is changed.
• You will then be walked through setting the new PIN on your own handset. We never set it for you, and we never ask you to say a PIN aloud.
• If your SIM has been lost or replaced, collect a replacement SIM on the same number first — the reset depends on it.

Choosing a PIN worth keeping

A PIN only protects you if someone who knows you cannot guess it in three tries.

• Avoid your birth year, your phone digits, or anything printed on your NID.
• Avoid repeats and runs — 1111, 1234, 4321 are the first things anyone tries.
• Do not reuse the PIN from another wallet or your card. One leak should not open everything.
• Memorise it. A PIN saved in your contacts or notes is a PIN anyone holding your phone can read.

If your account is locked

Repeated wrong PIN entries lock the account on purpose — it is what stops someone working through guesses on a stolen phone. Your balance is untouched while it is locked.

• A reset clears the lock. Follow the app steps above; you do not need to wait it out.
• If the reset itself is refused, the details on file may differ from what you are entering. Call 16365 and we will check.