When a mobile update is needed
- You permanently changed your mobile number.
- The old SIM is lost, inactive or no longer under your control.
- SPARSH OTPs are going to an outdated number.
- The number displayed in the pensioner profile is incorrect.
- Account recovery is blocked because the registered number is inaccessible.
If you still have the old number
This is usually the simplest situation because the portal may be able to verify the existing registered contact before accepting a new one. Keep both SIMs available until the process is complete if possible.
- Sign in to the official pensioner account.
- Open the mobile/contact update option.
- Enter the new mobile number carefully.
- Complete the verification requested for the old and/or new number.
- Review the number before final submission.
- Save the acknowledgement.
If the old number is lost or inactive
Do not use another person's OTP or create a new account. Use the official assisted recovery or contact-correction route offered for pensioners who cannot access the existing registered number. Keep pension and identity information ready, and submit it only through the authorised process.
OTP problems during the change
| Problem | What to check | Next step |
|---|---|---|
| No OTP | Masked destination, signal, blocked SMS | Wait, then request one fresh OTP. |
| OTP invalid | An older OTP may have been superseded | Use the newest code only. |
| OTP expired | Code entered too late | Request a new code and enter it promptly. |
| Wrong number displayed | Registered contact is outdated | Use the official recovery/correction route. |
After approval
- Sign out and open a fresh session.
- Check the mobile number displayed in the profile.
- Use a normal OTP-based action, when appropriate, to confirm delivery to the new number.
- Keep the update acknowledgement.
- Remove the old number from your personal password-recovery notes if no longer valid.
SIM replacement versus mobile-number change
If the mobile number stayed the same and only the SIM card was replaced, a SPARSH profile change may not be necessary. Confirm that you can receive SMS/OTP on the same number. If the actual number changed, update the pension account through the official route.
Security
Never tell a caller the OTP sent during a mobile-number update. The OTP is the proof that you control the number. An unknown helper who asks for it is asking for the key to your account.
Frequently asked questions
Can I update the mobile if I cannot access the old number?
Use the official recovery/contact-correction route provided for that situation.
Should I use a family member's mobile temporarily?
Use the contact arrangement permitted by the official process and remember that OTP access controls account security.
Why is the OTP going to my old number?
The old number is still registered in the pension account or recovery flow.
What if I replaced the SIM but kept the same number?
If the number itself did not change and OTP works, a profile update may not be needed.
Should I request OTP repeatedly?
No. Multiple requests can invalidate earlier codes.
How do I know the change worked?
Verify the profile and confirm future OTP delivery to the new number.
Can an agent ask for the OTP to complete the update?
No. Never disclose an OTP.
Should I keep the acknowledgement?
Yes. Keep it until the new contact is verified and preferably with your account records.