How to Change a User's Phone Number

Introduction

Organization administrators can update team members' cell/mobile phone numbers through the member management interface. This changes the user's login credentials, so the system requires the user to verify the change via SMS before it takes effect.

Before You Start

• You must be an Organization Administrator to change another user's phone number
• The user will receive an SMS verification link at the new number
• The phone number will NOT be changed until the user clicks the verification link
• Users can change their own phone numbers independently (not covered in this article)

Steps

To change a team member's phone number:

1. From the sidebar, select My Organisation from the left-hand menu
2. Click on the Members tab to view all organization users
3. Locate the team member whose phone number you want to change in the member table
4. Click the action menu (three dots ⋮) on the right side of that team member's row
5. Select Change Cell/Mobile number from the dropdown menu
6. A dialog box appears titled "Change Cell/Mobile number"
7. Select the appropriate country from the country dropdown (defaults to your last selection or United Kingdom)
8. In the New phone number field, enter the user's new mobile number
9. The phone number will automatically format based on the selected country, with the country calling code displayed as a prefix
10. Click the Submit button
11. The dialog closes and the member table refreshes, showing the phone number as "pending change"

What happens next:

• The system sends an SMS verification link to the new phone number
• The user must click the link in the SMS message to confirm the change
• Until confirmed, the phone number remains unchanged and shows as "pending" in all user lists
• Once verified, the user can log in with the new number (their password remains the same)
• The user will be logged out of all existing sessions and must log in again

To cancel a pending phone number change:

1. Locate the team member with a pending phone change in the member table
2. Click the action menu (three dots ⋮) on that team member's row
3. Select Cancel Pending Cell/Mobile Request
4. Confirm the cancellation in the dialog that appears
5. The pending change is removed and the original phone number remains active

Tips

• The country selector remembers your last selection for convenience when updating multiple numbers
• If you enter an invalid phone number format, you'll see a red outline on the input field with an error message below
• You can close the dialog at any time by clicking the X button without saving changes
• The Submit button is disabled while the request is processing to prevent duplicate submissions
• Make sure the user has access to the new phone number before submitting, as they must verify via SMS

Related Features

• How to add a new user to your organization
• How to verify a user's phone number
• How to manage team membership