One evening in Pune, you switch on a new phone just as an IPL match reaches a close finish. You install the app, enter the same FairPlay ID, and wait for the OTP. Nothing arrives, because the code is being sent to the mobile number registered on the account, and that SIM may still be sitting in your old handset.
That is why changing phones can feel like losing access even though the account is intact. Open the FairPlay login screen and use your existing credentials. If the old SIM still works, use it to receive the code. If it is lost or deactivated, contact support and complete the available number-verification process.
Why the OTP Goes to the Old SIM
FairPlay sends login verification to the mobile number saved on your account, not to whichever SIM happens to be inside the new phone. A new handset also lacks the trusted browser or app session you may have had on the old one, so an extra verification step can appear even after entering the correct password. Reinstalling the app does not change the registered contact number.
It helps to separate three different details. Your handset is the physical device. Your app installation is the software on that device. Your registered mobile number is the account contact used for verification. Only the last one normally determines where the OTP is delivered.
- A new phone may require verification because it is not a recognised device.
- An app reinstall removes local app data, but it does not create a new account.
- A new SIM has no automatic claim over an account registered to a different number.
- An OTP proves access to the registered number and should never be shared with another person.
If the old phone is receiving the message, the login system is probably doing what it is meant to do. The practical task is to recover the registered SIM or ask support to verify a replacement number.
Restore the FairPlay App Safely
Start from the official FairPlay app page rather than an advertisement, forwarded file or unknown download link. This matters on a replacement handset because you are setting up both an account session and a payment-capable app on a device that did not previously hold them.
On Android, download the app through the official page and review each installation prompt. Allow installation only from the browser or file manager you used for that download. If a warning refers to an unfamiliar source, an unusual permission or a different app name, cancel and return to the official page. Avoid cloned apps and APK files sent through messaging groups.
On iPhone, use the available App Store listing for your device and account. If you normally use FairPlay through a mobile browser, sign in there instead. A missing listing does not make a third-party download safe. You can still reach the login page through the main FairPlay site.
Once installation finishes, open the app normally. Do not paste your password into a pop-up that appeared before you launched it, and do not send screenshots of login pages to strangers offering quick help.
Log In With the Existing Account
Use the same account identifier you used on the old phone. Depending on how you registered, that may be a username, mobile number or email address. Check the spelling, country code, capitalisation and keyboard language before requesting another OTP.
- Open the app or the FairPlay login page on the new phone.
- Enter the existing account identifier and password.
- Request the OTP only after confirming the registered contact details.
- Enter the code directly and avoid saving it in the gallery or a notes app.
- After access is restored, inspect the profile before changing payment or security settings.
If the password is rejected, use the account-recovery option shown on the screen. Do not register a second account to bypass the problem. A duplicate account can mix up your balance, transaction history, promotional records and payment verification.
Use the Old SIM If It Still Works
When the registered SIM remains active, it is usually the simplest route. Put it in the old phone or move it to the new handset, confirm that ordinary SMS messages arrive, and then request the login code again.
- Check that the old SIM is seated properly and has network signal.
- Confirm that the registered number includes the correct Indian country code.
- Look in the main SMS inbox as well as spam, promotions and blocked-message folders.
- Restart the phone or move to an area with a steadier network if ordinary SMS is delayed.
- Make sure your number is not being redirected or handled by a carrier service you no longer use.
Request a fresh code only after the previous attempt has failed or expired. Repeated requests can make it unclear which code is current. If normal SMS works but the FairPlay OTP never arrives, stop retrying and contact support.
Recover Access When the Old Number Is Unavailable
If the old SIM was lost, blocked or deactivated, a replacement SIM alone does not transfer ownership of the FairPlay account. The registered number is a security detail, so changing it normally requires verification. Use the customer support page and follow the secure route provided for your account.
Before contacting support, gather the details you can safely provide: your registered name, user ID, old mobile number, new mobile number, phone model and recent account activity. Do not include your password, OTP, UPI PIN or full card details in a message.
- Explain that you changed phones and no longer control the registered SIM.
- State whether the old number is lost, deactivated or held by a former owner.
- Ask what identity and account-verification steps apply to your case.
- Use only the official support channel shown on the FairPlay site.
- Do not give a verification code to a caller, social-media account or WhatsApp contact.
After support confirms the change, log in again and check the mobile number shown in your profile. If the account offers a way to review active sessions or trusted devices, remove any handset you no longer use. Then test a normal login before changing payment details.
Check the Restored Account Before Depositing
A successful app restore should open the same account you used before. Your balance in rupees, betting history, active cricket or kabaddi selections, bonuses and transaction records are attached to the account, not to a particular phone. If the screen looks empty, confirm that you logged into the correct account before assuming data has disappeared.
Review UPI and other saved payment methods only after the correct profile and mobile number are visible. The payment methods page can help you check the available options. If you need to make a deposit, use the deposit page only after you are certain the restored account is yours.
If the app behaves strangely, try the mobile browser once. That can show whether the issue belongs to the app installation or to account access itself. Do not repeatedly reinstall the app or create another account while troubleshooting.
Prepare for the Next Phone Change
A handset upgrade is much easier when the registered contact details are already current. Before replacing a phone, check the account profile and make sure you can access the registered SIM.
- Keep the registered mobile number active until the new phone has logged in successfully.
- Use a reputable password manager instead of writing passwords on paper or storing them in messages.
- Save the official FairPlay app and support pages rather than relying on forwarded links.
- Sign out of the old phone before selling, exchanging or giving it away.
- Remove the app and personal data, then wipe the old handset.
- Never store an OTP screenshot or share it with someone promising to complete login for you.
This is also a good moment to review account controls. FairPlay’s responsible gaming page explains tools you can use to manage your activity after access has been restored.
When to Contact FairPlay Support
Contact support if the old SIM receives ordinary messages but not the OTP, the registered number is no longer available, the password reset does not work, or the restored account shows unexpected details. Also seek help if you see unfamiliar activity after logging in.
Give the support team concise information: the time in IST, your phone model, whether you used the app or browser, the exact error message, the registered number and the steps you already tried. This is more useful than sending passwords or repeated screenshots. You can also check the FairPlay FAQ for guidance before opening a request.
The core fix is simple: restore the official app, log in with the existing account and regain access to the registered number. If that number cannot be recovered, let verified support handle the change rather than creating a new account or sharing an OTP.
More on how we approach numbers is on about FairPlay, and the tools for setting your own limits are on responsible gaming.