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Most of what goes wrong resolves itself in the app. Here is what to try first, and when to reach a human instead.
If several things are failing at once, check the Loosh status page first. It shows whether we have a problem on our side, what is affected, and what we are doing about it. If your problem is listed there, none of the steps below will help — the fix is ours to make, and the page is where we post progress.
Codes expire after 5 minutes, and you can request a new one every 60 seconds — the Resend button counts down until then. Three wrong entries retire that code; request a fresh one and keep going. After five requests in an hour you will need to wait an hour before asking for another.An older code still sitting in your inbox will usually still work, as long as it was sent to the same number.If you keep seeing “We couldn’t send your code”, it is usually the network delivering the SMS rather than your account. If it persists, contact support.
The verification screen shows your number in full, exactly so you can spot a typo.If you signed up with Google or an email address, tap Wrong number? Change it, correct it and continue — you may have to wait a moment before a code can go to the new number. If you signed up with your cell number, go back one screen and re-enter it.Already signed in? Account → Profile → Edit → Cell number. You confirm your PIN, then a code goes to the new number before anything switches over.Your ID number, date of birth and gender cannot be changed in the app after sign-up — those need support.
Your PIN never leaves your phone. Loosh has no copy of it, so support cannot read it back to you or reset it.Wrong entries pause you for a while, and the pause gets longer each time. The way back in is Sign out on the PIN screen, then sign in again with your cell number or email and set a new PIN.If you use biometrics, a failed fingerprint or face scan does not count against you.
Tap Try again and resubmit — most rejections are a blurry photo, a cut-off edge, or a document that has expired. Take the photos in good light with the whole document in frame.If you are told more is needed, the app usually says what is missing.If a resubmission keeps being rejected, stop and contact support rather than trying again — some rejections cannot be cleared by resubmitting.
Top-ups are normally instant. The app watches for the payment and updates your balance on its own; there is a Refresh on the waiting screen, and reopening the app refetches your balance.A failed top-up means you were not charged. A reversed one means the payment was taken back — neither leaves money stranded.If your card was charged and the balance never moved, contact support with the date and amount. That one needs a person.
Withdrawals take one to two business days for both bank accounts and eWallet. Until then the status stays as processing.If the bank rejects the payout, your balance is refunded automatically and the reason is shown — you can then correct the details and try again.To cancel a withdrawal that is still processing, or to chase one that is past the window, contact support.
Tokens can only be redeemed once, and each has an expiry date set by whoever issued it. Neither can be undone.If you issued it, the money comes back to your wallet automatically after it expires — allow up to a day after the expiry date. If you were given the token, go back to the person who gave it to you.
A completed send cannot be reversed, and support cannot take money back out of someone else’s wallet. Ask the recipient to send it back.Worth checking first: if you tapped Pledge rather than Send, no money moved at all and the other person was never told. Look under Pledges in that wallet.
Three things can silence them. Check in this order:
  1. Notifications are allowed for Loosh in your phone’s settings.
  2. Account → Notifications → Channels — Push notifications is the master switch. Turning it off silences everything, even types that still look switched on below it.
  3. The individual type, such as Payment received, is ticked.
Whatever happens to the push, the message is always written to your inbox — tap the envelope at the top of Wallets to see everything you have been sent.

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Still stuck

Account → Help & support → Log a ticket. Tell us what happened and what you expected; include the date and amount if money is involved. You can follow the ticket from the same screen.