Address (PIN) and phone verification
Problems with PIN
Find out why your PIN might not have arrived yet and how to request a new PIN.
Why haven't I received my PIN?
There are several reasons why you might not have received your Personal Identification Number yet.
- Your account is not on PIN hold.
You will be required to verify your PIN only after your account balance reaches verification threshold. If you do not see a hold displayed at the top of Overview page, then it means that your account is not on PIN hold yet.
- A PIN might not have been sent to you.
You have to wait for a week after your account balance reached verification threshold for a PIN to be generated and mailed to you.
- You haven't waited for 4 weeks after your last PIN was generated.
PINs often take up to 4 weeks to reach you by mail, though it may take longer depending on your location.
If you've not received your PIN after 4 weeks, you'll need to request a new one. To find the date when you will be able to request a new PIN, log in to your account and view the Account Settings page under the Home tab.
- Your payment address is not valid.
Take a moment to review your payment address, and make updates to your address if necessary.
How to request a new PIN
If you haven't received your PIN, or if it has been lost, you can request two more PINs. To make sure it has enough time to reach you, you'll need to wait 4 weeks after your last PIN was mailed before requesting a new one.
To request a new PIN:
- Sign in to your account.
- On the Home tab, visit the Account settings page.
- Click the 'Verify address' link.
- At the bottom of the page, click Request new PIN.
We'll then mail a new PIN to the address in your account. If your original PIN arrives first, feel free to use it; the replacement PINs are just duplicates of the original.
Can you send a PIN to my new address?
If there is an error in your address, or if you've moved to a new address, you'll need to update the payment address in your publisher account.
Once your address has been updated, you can request a new PIN be sent to your updated address. To do so, click the 'Verify address' link from the Account settings page.
Can I use my old PIN after requesting a new PIN?
Yes. All replacement PINs issued for your account will be exact duplicates of the original, so you can enter any of the PINs that you receive, regardless of which one arrives first.
Can I send you a copy of my official identity document or domestic bill?
Only if you've requested your maximum of 3 PINs and haven't received any of them within 4 weeks of your last PIN request. In this case, sign in to your account and you'll see a notice on your Home page with further instructions on how to send us an official document proving your address through a contact us form.