CaixaBank: what happens if you change or lose your phone
CaixaBank is a bank for customers in Spain. CaixaBank Sign, the digital signature that replaced the old coordinate card, can only be active on one phone: switching devices means reactivating it on the new one and switching it off on the old one. If your phone is stolen, there's a 24-hour line.
Short version: your identity gets tied to the phone where you confirm transactions with CaixaBank Sign. When you switch phones, you have to reactivate signing on the new one and deactivate it on the old one. If your phone is stolen, CaixaBank has a 24-hour line to report it and unlink the device.
What does CaixaBank ask for when you log in from a new phone?
To log in to CaixaBankNow you use your usual username and access password. What changes with the phone is CaixaBank Sign, the signing app that replaced the old coordinate card for confirming transactions. According to CaixaBank itself, a device becomes linked to your account only when you confirm your identity using your signing method: in other words, signing lives on one specific phone, not several at once.
To move it to a new phone you have to reactivate it from Profile > Security > Signature, and deactivate signing on the device you're no longer using. CaixaBank recommends doing this with your previous signing method: enter the same signing key you already used and confirm with the code you get by SMS.
What if you no longer have your old phone?
You can manage your linked devices from the Security section in CaixaBankNow, logging in from another device or from the website: there you can unlink the phone you no longer have and activate signing on the new one. If you also changed your phone number, you need to update it through CaixaBankNow or at a branch so you don't stop receiving codes.
What to check today
- Do you know which phone has your CaixaBank Sign signature active right now?
- Would you know how to deactivate the signature on a phone you no longer have, from another device?
- Is your current phone number up to date with CaixaBank?
- Do you keep the 24-hour helpline number (900 40 40 90) somewhere outside your phone?
If it's already happened to you
If you lose or your phone is stolen: call CaixaBank 24 hours a day at 900 40 40 90 or +34 93 887 25 25 to report it. From the signature section, deactivate the signature of the device you no longer have access to, and unlink it from CaixaBankNow on another device. Call your carrier too, to block the SIM. If you also lose your ID card, report it to the police: it's the first step to protect yourself from identity theft.
Official sources (Spanish-language): CaixaBank — Device management · CaixaBank — Lost or stolen phone