‘Something Went Wrong’ error message:
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If you’re using a VPN connection, turn it off. Due to the app’s security implementation, the YouTrip app cannot be accessed when a VPN is enabled.
Phone number or email required:
- You must log in using your registered mobile number or email address.
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Attempting to log in using a new mobile number that has not been updated in the app may result in login issues.
New phone number:
- Enter your previously registered mobile number and select verification via email to log in.
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Once logged in, update your mobile number in the app by referring to the FAQ on how to change your phone number.
If biometric authentication is incomplete:
- You must complete a biometric authentication before you can log in.
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Follow the on-screen prompts to complete the enrolment process.
If facial verification fails when logging in on a new device:
- Check lighting: Ensure your face is well-lit and clearly visible. Use natural or white light and avoid harsh shadows.
- Remove obstructions: Take off sunglasses, hats, masks, or any accessories covering your face.
- Hold your device steady: Keep your phone at eye level (approximately 30–40cm away) and avoid moving your hand during capture.
- Clean your camera: Wipe your front-facing camera lens to ensure clarity.
- Check your internet connection: Ensure you have a stable Wi-Fi or mobile data connection.
- Update your YouTrip app to the latest version.
- Restart your device and try again.
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If the issue persists, please contact our Customer Service team for further assistance.
What if I don’t have access to my old phone number or email address?
Tap More > Help > Let Us Help You in the app, and our Customer Service team will support you with your account recovery.
I’m having trouble with SMS OTP. What should I do?
Check Settings and Spam messages
- Check your phone message settings first.
- Sometimes, verification codes may be directed to junk or spam inboxes.
- If you still do not receive the code, you can tap ‘Resend code’ or choose another verification method, such as email.
I’ve forgotten my App Passcode. How can I reset it?
You can reset your passcode by following the instructions in this FAQ.
General Tips:
- Ensure you have a stable internet or network connection
- Update to the latest version of the YouTrip app
- Make sure your phone’s operating system is up to date
Need further assistance? Tap on More > Help > Contact Us in the app, and our team is ready to support you!