We are here to help. Please feel free to contact our customer support team available 24/7.

Balance provides you with immediate support via the “Call Us” and “Mail Us” features located in “Profile” on the top left corner of your Home Screen.

You may reach us through email at support@balance.me.

Currently, you are not able to update or change the phone number associated with your account.

Yes, you can change your Balance Key up to one time.

To change your Balance Key, follow these steps:

  • From the Home Screen, tap your profile picture icon on the top left corner of the page.
  • Tap on “Profile Details”, select “Balance Key Change”.
  • Save your changes.

Currently, you cannot use a previous Balance Key.

Yes, simply follow the steps below:

  • Go to your profile by tapping your picture on the top left corner of the Home Screen.
  • Toggle ON Face ID to enable Face ID.

Yes, simply follow the steps below:

  • Download Balance on your desired device.
  • Enter your registered phone number.
  • Receive an OTP via SMS.
  • Enter the OTP on your new device.
  • Enter your account passcode.
  • Enable Face ID or Touch ID.

We're sorry to hear you want to leave.

If you choose to proceed with deleting your account, please follow these steps:

  • Select your profile picture by tapping on the top left corner of the Home Screen.
  • Tap “Close Account” to initiate the process.
  • Ensure there are no pending transactions.
  • If there are any unsettled transactions, cancel or approve all requests before proceeding.
  • Please share your app experience with us if you feel comfortable. We treasure your feedback as our key to improvement. At Balance we listen carefully to each user in order to deliver a valuable experience.
  • Tap “Okay, I am ready”.

Before proceeding, please read the following statements carefully. This action cannot be undone:

  • Your account will be deactivated and any further transactions will no longer be possible.
  • Your account cannot be reopened once it is closed.
  • Your friends will be able to see past transactions with you on their app but cannot make new transactions with you.
  • If you decide to return to Balance, you will not be able to recover your current Balance Key on your new account.
  • Tap “Got It” to confirm you have understood the information.
  • Tap “Confirm” to delete your account or “Exit” if you feel like staying with Balance a little longer.
Wishing you a safe journey ahead!

It is not possible to reopen an account after closing it at the moment.

Currently, the best option is to open a new Balance account.

You may only use Balance on one device at a time. Once you log in on a device, our system automatically logs you out of all others to keep your account secure.

You may contact us and request to restrict your account in the situation where you have lost your phone number.

You may contact us and reactivate your account in the situation where you have regained access to your lost phone number.

Can I update my Balance key?

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