Change mobile phone number

Document purpose

This document is intended to provide a non-technical audience with an understanding of the Change Mobile Number element in the end-user journey. Note: For illustrative purposes the Canvas app has been used to demonstrate the end-user functionality of the SDK.

About the Change Mobile Number end-user journey

Change of mobile number made through the mobile app requires SCA.

The Change Mobile Number workflow

The Change Mobile Number end-user journey

Step 1 – SCA applied at login

The customer opens the app and logs in using 2FA SCA.

Step 2 – Navigate to the My Profile screen

In the landing screen, select the ‘hamburger’ menu icon in the top right-hand corner and select My Profile from the menu options.

Step 3 – Select Edit Mobile Number

In the My Profile screen, select Edit Mobile Number by
pressing the Pencil icon to add the new mobile number details.

  • Change the mobile number by selecting the existing number and using the keyboard
  • Change the country code by selecting the existing country code and choosing the new code
    from the Select country code screen

Step 4 – Confirm mobile number changes

Click on the tick icon to confirm the changes.

Step 5 – SCA required

The customer is required to perform SCA to verify the changes to the mobile number.

  • Success – continue to Step 8 – Success – updated My Profile screen displayed.
  • Fail – continue to Step 6 – Retry SCA factor.

Step 6 – Retry SCA factor

The customer has two options: reattempt SCA again or attempt again using other authentication
with the following outcomes:

  • Success – continue to Step 8 – Success – updated My Profile screen displayed.
  • Fail (maximum attempts exceeded will result in an Account Access Block) – continue to Step 7 – Account Access Blocked.
  • Other authentication – The customer is presented with alternative SCA action to complete the change – continue to Step 8 – Success – Updated My Profile screen displayed.

Step 7 – Account Access Blocked

After exceeding the maximum number of SCA attempts, the customer is directed to the Account
Access Blocked
error screen – instructing them to ring customer services.

Note: Account access block means restricted access to the app – all other
functionality, for example, ATM card and POS transactions are still available.

Step 8 – Success – updated My Profile screen displayed

The SCA has been successfully applied and the customer has completed the change mobile number journey –
returning them to the updated My Profile screen containing the new details.