Regaining access to your online login (Cl@ve) after a lost phone

Key rules

• Current contact details: If your registered mobile and email still work, you can usually recover access without registering again.
• New phone number: Changing the registered mobile number usually means registering again, online or in person.
• Revoked account: A revoked account cannot be recovered, so you must register again.
• Lost phone: Revoke the old device so nobody else can use it.

The short answer

If your registered mobile number and email are still current, you can usually recover access by method, without registering again. If they are not, you will have to re-register.

You forgot your Cl@ve Permanente password

Choose the forgotten-password option on the Cl@ve site or app. Cl@ve sends an SMS code to your registered mobile, or a link to your registered email. Enter it, then set a new password. This is the quickest route and needs no new registration.

If you can no longer use that mobile or email, recovery by code will not work. Re-register instead (see below).

You use Cl@ve PIN

The PIN has no password to forget. Request a new PIN in the app with your ID number. A PIN is valid for only a few minutes, so use it straight away.

You lost your phone or changed your number

Changing the registered mobile number usually means registering again. You have these options:

• Online, by video call, or with an electronic certificate or DNIe.
• In person at a registration office, such as a Seguridad Social or tax office.

Which online options are open to you can differ, so check on the Cl@ve site.

With a new phone, install the Cl@ve app and activate it again with your Cl@ve Permanente, using the activation code. If the app PIN is forgotten, reactivate or reset it through the app, or re-register. If you lost the old phone, revoke that device so no one else can use it.

Your account is blocked or revoked

Repeated wrong passwords or codes can block your account. Suspicious activity can also lock it. Try the password recovery route first, or call the Cl@ve helpline.

A revoked account is different. You must register again, online with a certificate, DNIe or video call, or in person.

Does it expire?

Cl@ve Permanente has no fixed expiry. It can be deactivated if you do not use it for a long time. Some users have also had to renew or confirm their registration since 2023. Cl@ve Móvil works only while the app is activated.

The checklist, warnings and questions below cover the steps in order.

Checklist

• Check that the mobile number and email registered with Cl@ve are still ones you can use, because recovery without re-registering depends on them.

• Set a new Cl@ve Permanente password once the code or link is accepted.

• Request a new Cl@ve PIN in the app with your ID number if you use the PIN, since it has no password to recover.

• Re-register by video call, electronic certificate or DNIe, or in person at a registration office, if you can no longer use your registered mobile or email or you need to change the registered mobile number.

• Try password recovery or call the Cl@ve helpline if your account is blocked, and re-register if it has been revoked.

• Log in from time to time and confirm or renew your registration if asked, so it is not deactivated for inactivity.

What to watch out for

• Repeated wrong entries can block your account: Entering the wrong password or code several times can block Cl@ve Permanente. Cl@ve PIN also has temporary lockouts. Stop trying, then use the password-recovery option or call the Cl@ve helpline to unblock it.

• A revoked account cannot be unblocked: Cl@ve can be revoked by you, by the administration, or when your data is out of date. Recovery will not work then.

• Suspicious activity can lock you out: Unusual activity on your account can lead to a block. Contact the Cl@ve helpline and keep your ID at hand.

Check with the Cl@ve helpline or website how blocks and revocations apply to your case.

Frequently asked questions

Does my Cl@ve Permanente expire?

It has no fixed expiry. It can be deactivated if you leave it unused for a long time, and since 2023 some users have had to renew or confirm their registration. Log in now and then to keep it active.

Why does my Cl@ve PIN stop working after a few minutes?

A Cl@ve PIN is short-lived and is valid only for a few minutes. Request a new one in the app when it runs out. If you enter wrong codes too often, it can lock temporarily, so wait and try again.

What if my account was revoked, not just blocked?

You must register again. You can do it online with a certificate, your DNIe or a video call, or in person at a registration office. A block alone can often be lifted through password recovery or the Cl@ve helpline.

Do I need to re-register if I only forgot my password?

No, if your registered mobile or email is still current. Use the forgotten-password option and set a new one. Re-registering is only needed when you cannot use either of them.