Account support

Help logging on

• I’ve lost my phone/my phone has been stolen. What should I do?
• I’ve locked myself out of my account, how do I unlock it?

Change or update your account information

• Can I update my telephone number?
• How do I change my passcode?
• How do I update my email address?
• How do I update my home address?
• Can I update my name?
• I’m having trouble updating my personal information in the app?

Additional support

• What’s the difference between a Power of Attorney and a Third Party Mandate?
• How long does it take for you to process a Power of Attorney registration, Third Party Mandate or Court of protection order documents?
• How do I register a power of attorney?
• How long does the whole process take?

Making a complaint

• I am not happy, how do I make a complaint?
• I’ve made a complaint, what happens next?
• How long does it take to resolve a complaint?
• I’m not happy with your response to my complaint, what do I do next?

Account closure

• Bereavement Account Closure
• Can I close my MarcoPolo account?
• What if I still have money in my account and I would like to close my MarcoPolo account?
• Can I reopen my account if in the future I change my mind?

Anything else

• Can I use my MarcoPolo account abroad?