Accessing My Account


Part 1: Why can't I reset my password?

Part 2: How can I close my account?

Part 3: I lost access to my email address

Part 1: Why can't I reset my password?

Here are some common reasons why you may be unable to reset your password

1. You have not entered the correct reset code

To protect your account, once you request a password reset through the "forgot password" option, a reset code will be sent to your registered email address. You will need this code to set a new password. If you enter the wrong code, you will not be able to reset your account.

Note: Here's what to do if you cannot access your email address.

2. Your new password doesn't match

To reset your password, you need to enter your new password into the "password confirmation" field correctly. If the characters don't match, you will not be able to reset your password. Ensure that you have entered the same characters in the same order in both fields.

3. You have entered the wrong mobile number

To reset your Yellow Card account password, you need the correct mobile number with which you registered for your account.

If you still cannot reset your password please contact us directly at [email protected].

Part 2: How can I close my account?

If you are experiencing problems with your account, we encourage you to contact support so we can fix it. If you decide to close your account, please send us an email at [email protected] and we will assist you.

1. Does Yellow Card retain my email address after I close my account?

Yellow Card will retain some of your personal information for a minimum of five years or as is necessary to comply with our legal obligations.

This is to prevent fraud or to resolve disputes, as outlined in the Yellow Card Privacy Policy.

Part 3: I lost access to my email address

Note: If you have lost access to your registered email address or believe that it has been compromised, please email Yellow Card support immediately to have your Yellow Card account temporarily disabled.

1. My email was compromised, how do I get access to my Yellow Card account?

If your Yellow Card email address was compromised or you lost access to the account, you will need to go through some procedures in order to get your account back.

Getting started, you will need the following:

  • Access to your registered phone number on your Yellow Card account.
  • A clear image of your ID card.
  • A photo selfie with a paper note requesting to update your email address. Your old and new email addresses should be written on that note.

Here is a sample below:

Date: dd/mm/yyyy

I have lost access to my registered email address and hereby request that my Yellow Card email address be changed.

Old email address:

New email address:

Registered phone number:

Full name:


Write this note legibly on plain paper and take a clear picture while holding it close to your face. Attach the image alongside the image of your valid ID to an email with the subject: Request for change of email address and send to [email protected]

2. How long do I have to wait until I get access to my account?

It will take approximately 24 - 72 hours to complete, provided that you have access to your registered Yellow Card number and have provided all the details requested from you.

In case you no longer have access to your Yellow Card phone number but have access to that same number on WhatsApp, it will still be possible to update your email address. 

If the problem still persists please contact us directly at [email protected]

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