CAREFUL

How to Change a User's Phone Number

Introduction

A user's mobile number is their login credential for CAREFUL. You can change your own phone number at any time, and administrators can change any organisation member's number. For security, all phone number changes require verification via SMS before taking effect.

Before You Start

Permissions:

  • Any user can change their own mobile number
  • Organisation Administrators can change any member's mobile number
  • Team Owners can only change their own number

Important: The user's current phone number remains active until they verify the new number via SMS.

Steps
Changing Your Own Phone Number
  1. Click on your name or avatar at the top of the sidebar to open your user profile
  2. Click the kebab menu (⋮) in the top-right corner of your profile page
  3. Select "Change Cell/Mobile number" from the menu (or "Add Cell/Mobile number" if you don't have one set)
  4. In the dialog that appears, enter the new phone number in the New phone number field
    • Use the country selector to choose the correct country code
    • Enter the number without the country prefix (e.g., 7700900123)
  5. Click Submit
  6. The dialog closes and your profile refreshes -- the new number now shows as "pending change"
Changing Another User's Phone Number (Administrators Only)
  1. From the sidebar, select My Organization
  2. Click the Members tab
  3. Click on the row for the user whose number you want to change
    • This opens their user profile
  4. Click the kebab menu (⋮) in the top-right corner
  5. Select "Change Cell/Mobile number" from the menu
  6. Enter the new phone number in the New phone number field
  7. Click Submit
  8. The user's number now shows as "pending change" in the members list
Verification Process (Required)

After submitting a phone number change:

  1. The system sends an SMS with a verification link to the new number
  2. The user must click the link within 15 minutes
  3. When clicked, a verification page opens showing "Verifying..."
  4. On success, the page displays "Verified successfully" and "Redirecting..."
  5. After 3 seconds, the user is automatically logged out
  6. The user can now log in using the new phone number with their existing password

Until verification is complete:

  • The old phone number remains active for login
  • The new number shows as "pending" in all user lists
  • The kebab menu shows "Cancel Pending Cell/Mobile Request" instead of the change option
Tips
  • Verification link expires: The SMS verification link is only valid for 15 minutes. If it expires, an administrator will need to initiate the change again
  • Password stays the same: Changing a phone number does not change the user's password
  • Cancel pending changes: If you change your mind before verification, click the kebab menu and select "Cancel Pending Cell/Mobile Request" to cancel the change
  • Automatic logout: The system logs the user out after verification to ensure security. This is expected behaviour
  • Check for errors: If you see an error like "Phone number already in use," it means another user already has that number or it's pending for someone else
Validation Errors

If you see an error below the phone number field:

  • "Phone number already in use" -- Another user already has this number
  • "Invalid phone number format" -- Check the country code and number format
  • "Required field" -- You must enter a phone number

Related articles

Difference Between Contact And Login Phone NumberHow To Set Your Contact NumberThe User Profile PageHow To Change A Team Members Phone NumberHow To Edit A Users Profile Information

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