Contain access from a trusted device

Imagine losing the phone used for card approvals on a bus in Mexico City. First use a trusted device and your mobile operator’s official channel to protect the SIM and account access. If you can still open the card app securely elsewhere, inspect activity and use the available card-freeze control.

Freezing a card and recovering your login are separate tasks. A freeze does not itself recover the phone number, cancel merchant subscriptions or prove that earlier transactions were unauthorized. Keep a short incident timeline with the last known legitimate purchase and when you lost control of the device.

• Use a trusted device and official support.
• Record the last legitimate transaction.
• Never share login or authenticator codes.

Recover the existing account through support

KAST’s lost-OTP guidance directs users to Concierge. Its phone-update process can require identity verification, so changing the SIM alone may not update the number on the financial account. Explain which access remains available, such as your registered email, and ask for the recovery steps that apply to your account.

For RedotPay, use its official support contact rather than an account-recovery offer in a direct message. Provide identity documents only through the provider’s verified instructions and requested channel. Neither a new empty account nor paying an unknown helper establishes access to the old card balance; do not promise an immediate recovery time.

Restore controls before resuming purchases

After verified recovery, review the registered phone and email, recent card activity and any wallet devices shown by the relevant services. Ask support about replacing compromised card credentials when appropriate. Do not unfreeze a card solely because login works again if an unexplained charge or exposed card number still needs investigation.

For the next trip, keep provider contact details and secure authentication backups available outside the phone. KAST recommends storing backup codes securely and preparing device continuity where supported. Keep another payment method for essential transport, and test that you can reach your registered email without depending entirely on the same lost device.