I can't log in

You can log in to Lightyear using your verified email address or phone number and password. If you need to change your email address or your phone number, see our article I want to change my details.

You can use Lightyear on mobile app and on the web independently. You don't need one to use the other. That said, setting up both gives you more flexibility when it comes to verifying your login, as you can switch between methods if one isn't working.

1. Open the app and select "Log in".
2. After entering your verified email or phone number and your password, you'll be asked to verify it's you.
3. If you have the Authenticator app enabled, this will be your default verification method, otherwise, we'll send an SMS/Text message to your phone. If your Authenticator app isn't working, select "Try another way" on the verification screen to switch to SMS instead. In some regions, a phone call option may also be available.

Once you're logged in, you won't need to log in again each time you open the app, but for extra security, you can enable Biometrics through Settings → Security. You'll only need to log in again if you log out manually or when your session expires after a period of inactivity.

1. Go to lightyear.com and select "Log in" in the top right corner.
2. After entering your verified email or phone number and your password, you'll be asked to verify it's you.
3. Verification is done via mobile app. If you don’t use a mobile app, select “Try another way” in the verification screen and then the “SMS/Text message” or “Authenticator app” option. In some regions, a phone call option may also be available.

If you also use the mobile app, you can simply scan the QR code on the login screen with your phone. This will prompt you to confirm the login directly in your Lightyear mobile app, where you're already logged in.

On the web, you'll be automatically logged out after a short period of inactivity. When you return, if you selected "Remember me" at login, you'll only need to enter your password. If you'd prefer to verify your login every time you access your account, make sure to log out when you're done and select "Not you?" on the login screen.

This usually means you're on the registration page rather than the login page. Make sure you select "Log in", not "Sign up" (or "Get started" on the web). You can only have one account with Lightyear, so if you need to change any details, get in touch with us below as attempting to sign up again won't work.

If you're logged in: go to your profile → Settings → Security → Change password

If you're logged out: select "Forgot password?" on the login screen and follow the steps sent to your verified email address

1. Check for typos and make sure you're entering the email address associated with your Lightyear account. If you no longer have access to your verified email address, get in touch with our support team below this article and let us know your new address.
2. Search your entire inbox (including all folders) for the subject line "Forgot your password?".
3. Check your spam or junk folder.
4. Check that you haven't blocked emails from Lightyear.

1. Make sure you have good signal and restart your device.
2. Check that the phone number is correct. If you've changed your number, get in touch with the support team below this article and let us know your new number.
3. Check that you're receiving SMS messages from other senders.
4. Check your device's blocked numbers list and unblock all local numbers.
5. Reinstall the app to make sure you have the latest version.

There's a button "Try another way" on the verification screen. In some regions, you may be able to switch this verification to a phone call instead of SMS. For future cases, we always recommend enabling the Authenticator app, which you can read more about here: Login methods and protections.

If you've removed Lightyear from your Authenticator app, you can still log in by selecting "Try another way" on the verification screen and choosing another confirmation method.

If you've lost your phone and no longer have access to your Authenticator app, get in touch with us below and we'll disable this method for your account until you're able to set it up again. We can typically do this within one business day.

Check for typos in the email address you entered when signing up. When it’s correct, search your entire inbox, including spam/junk, for the subject line "Verify your email". If you need to change the email address you entered, reach out to our support team below as attempting to register again won't work.

If you previously asked to close your account, you can't create a new one, but we can reopen your account. Get in touch with our support team below from your verified email address and we'll reactivate it.

If Lightyear closed your account, we generally can't reopen it to offer our services again. If you believe the closure was a mistake, or your account was closed because you were underage at the time of signing up, get in touch and we'll look into it.

See also: I want to change my details