Welcome to Woohoo Pay

Passwords & Codes

What is my PIN number?

 

First things first: at Woohoo Pay there are two different PIN codes—your Confirmation PIN and your Card PIN. Fun fact—you create both of them yourself.

  • Your Confirmation PIN is used to confirm all actions made within the app, such as transfers, password changes, CASHwp, etc. You set it up from the app when you pair your smartphone for the first time.
    • You can change it from My Account > Settings > Security > Change your PIN.
  • Your Card PIN is used to make withdrawals and pay in shops with your card. You set it up from the app right after receiving and activating your Woohoo Pay card.
    • You can change it from Cards > Card settings > Reset PIN. If you live in France, Spain, Ireland, Greece, Finland, or Estonia you must make an ATM withdrawal to fully set your new PIN number.

We’ll never send you a PIN via post or any of our communications channels. You’re the only one who should ever know your PINs.

For security reasons we don’t accept any PIN containing elements of your birth date, address, or any combination of repeated digits or numerical sequences (such as 1994, 1331, or 1234). If the number you chose is incorrect, please try a different combination.

For further details about these PINs, visit the corresponding Support Center articles linked above.

How to change my confirmation PIN?

 

The confirmation PIN is the code you use to confirm transfers or any other transactions you make from your Woohoo Pay app. If you aren’t sure what it is, remember that you created your own confirmation PIN when you paired your smartphone with your account for the first time.

If you’ve forgotten your PIN code or want to change it, you can do so at any time. Simply follow these steps:

  1. Open your Woohoo Pay app, go to 👤 My Account, then Settings, and then tap Security or click on Security Settings if you’re using the web app
  1. Choose Change confirmation PIN
  2. Enter your card token, the 10-digit number that appears below your name on the front of your card (for Woohoo Pay Smart, You, and Metal cards, the number appears on the back)
  3. Create and confirm your new confirmation PIN

If you enter your Confirmation PIN incorrectly 6 times in a row, you’ll have to reset it before trying again.

For security reasons we don’t accept any PIN containing elements of your birth date, address, or any combination of repeated digits or numerical sequences, such as 1111, 1234 or 4321. If the number you chose fails, please try again with a different combination.

Remember that your confirmation PIN is not the same as your debit card PIN,although you can certainly choose the same PIN code for both if you wish.

Why didn’t I receive my pairing code via SMS?

 

A pairing code is required to connect your smartphone to your account. If you didn’t receive this code via SMS for whatever reason, you can request a new one up to five times in the mobile app. Please wait 30 seconds before requesting a new one.

If all five codes are requested and pairing is still unsuccessful, then for security reasons you’ll be blocked from making further requests for 24 hours. If this happens, you can either wait or contact our Customer Support via chat – who would be happy to help you.

If your country code is outside of the EU, it’s likely that you’ll need to contact us to receive a pairing code.

How to create a password?

 

If you forgot your password or want to change it, select Forgot? in the app or Forgot your password? in the WebApp during login. We’ll send a link to your registered email address so you can create a new password. Make sure your new password meets our requirements:

We do not have a specific set of requirements for our passwords. We measure their strength on the fly and only accept passwords that are considered robust by our underlying algorithm.

We tend to recommend to go with a “passphrase” rather than a password, and thus go by the common phrase “hard to guess, easy to remember”.

If your password is not accepted by our system, try to add more special characters, numbers, and vary between upper- and lowercase letters.

If you enter your password incorrectly six times in a row, you’ll be temporarily blocked from your account. If this happens, try logging in again after 30 minutes.

Chat is available everyday from 07:00-23:00 including Sundays and bank holidays.

How to log in with Two Factor Authentication?

 

 

Two-Factor Authentication is an authentication process based on the use of two or more secure elements. You’re probably familiar with using only  your personal password to sign in to your account, but with Two-Factor Authentication you’ll need either confirmation from a paired device or an SMS code.

 

When you log into your Woohoo Pay account from the web app or a non-paired device, you’ll be asked to confirm a push notification on your paired device or, if this isn’t possible, you can request an SMS code to be sent to your registered number, confirming your login attempt. This ensures that only you can log in to your Woohoo Pay account.

When you log into your Woohoo Pay account from your paired device, Two-Factor Authentication is already in motion. This means the process of logging into your Woohoo Pay account from your paired device stays the same.

 

 

First, you’ll need to update your phone’s operating system and the Woohoo Pay app to their latest versions. If you’re unable to login to your account, but still have access to your registered email address, try to reset your password. If you don’t have access to your registered email address, please contact us via live chat and we’ll be glad to help you out.

 

 

 

If you’ve lost access to your paired device, but you still have access to your registered phone number, you’ll be able to log into your Woohoo Pay account and request an authentication code. To do this:

  1. Login to the Webapp
  2. When prompted to confirm your login on your paired device, select Help
  3. Choose Send SMS Code
  4. Once you receive the SMS code, input it into the Webapp

As you’ve just confirmed the authentication code you’ve successfully completed two-factor authentication, and can now pair your new device with your account.

 

 

If you don’t have access to your registered phone number – either because you have a new phone number, or your phone was lost or stolen – please contact our customer service via live chat and we’ll be glad to help you out.

 

Why can’t I download the latest app version on my device?

 

If you have an older smartphone that doesn’t support the latest app version, you won’t be able to access Woohoo Pay via the mobile app anymore using that phone.

However, you can still use our Webapp to view your account, to do this you’ll need to confirm your login attempt via an SMS verification code which we’ll send to your account’s registered phone number.

You’ll still be able to complete card transactions and cash withdrawals as normal using your Mastercard, but bear in mind that you won’t be able to perform any bank transfers or payments until you can confirm the transfer within the Woohoo Pay app.