For security, all Step accounts are required to have their own US phone number. This is so your account and your money remain secure and protected by a verified phone number. We recommend that you verify your account through a mobile phone number issued by a US cellular phone carrier (Verizon, AT&T, T-Mobile, etc.).

You may also use a VoIP or Internet phone number like Google Voice or TextNow.

Note: Accounts created with a VoIP or Internet numbers are not eligible to receive a referral credit.


Do both my sponsor and I need a different phone number?

Yes! You and your sponsor must have separate Step accounts, which means each of you must have a working phone with different phone numbers.


I’m not receiving a one-time passcode (OTP)

If you’re not receiving an OTP to your phone, try the following steps:

  1. Text START , HELP , or UNSTOP to 78156.

  2. Turn off your WiFi

  3. Ensure that your mobile data is turned on with sufficient signal.

  4. Confirm that you are successfully receiving SMS text messages from friends.

  5. Try again by tapping Having Trouble and choosing Resend Code

- or -

  1. Tap the back button and start over

  2. Tap Log In

  3. Enter your phone number

  4. Tap Having Trouble and choose Call me with the code to listen to your OTP via voice call

  5. Enter the one-time passcode exactly as it’s recited


What do I do if I changed my phone number?

No problem! You can tap "Changed Phone Number?" when you log in. You’ll be prompted to log in securely using the verified email or single sign on (Apple / Google) associated with your account. Then just follow the prompts provided in the app to change your number.

I made a new account by mistake

Oh no! Don't worry, our team is here to help. Reach out to us by chat and we'll help to close the new account and update the original account with your new number.


It says my number is already in use

Have you signed up for Step previously?

You can just log into your previously created Step account with your phone number and the email address you used to create the account.

Did you inherit the phone from a friend/family member who has Step?

Your friend/family member will need to update the phone number on their Step account first before you can update the number on your account. Once they’ve logged in and updated their number, you'll be able to finish creating your account. If your friend/family member needs help with updating their phone number, you can refer them to this article here.

If none of that works, reach out to our friendly support team with proof of phone ownership and we’ll help to sort it out.

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