In this article:
Overview
You might need to reset your two-factor authentication (sometimes called 2FA or MFA) method to regain access to your Wealthsimple account. This could be because you've lost your phone, switched to a new authenticator app, or are having trouble receiving authentication codes.
How to reset your two-factor authentication method
To reset your two-factor authentication and access your Wealthsimple account, follow these steps:
- Enter your email and password on the Wealthsimple app
- On the next screen, where you would normally enter your authentication code, tap Help in the right-hand corner
- Tap Get started on the reset your two-factor authentication recovery option
- Tap Verify identity to start the two-factor reset process
- Follow the prompts to verify yourself with our authentication partner, Persona
- Head back to the app after verifying your identity
- Follow the prompts to reset your two-factor authentication method
- Log in to your Wealthsimple account
- On the next screen, where you would normally enter your authentication code, select Recover my account
- Select the Reset two-factor authentication recovery option
- Click Continue to start the two-factor reset process
- Follow the prompts to verify yourself with our authentication partner, Persona
- Head back to Wealthsimple after verifying your identity
- Follow the prompts to reset your two-factor authentication method
Note: For your security, if you reset your authentication settings outside of a logged-in session, we block the following transactions for 48 hours:
- Bill payments
- International money transfers
- Transfers sent to handles
- Interac e-Transfer® transactions
We don't block these transaction types if you update your authentication settings while logged in to your account.
In addition, a 24 hour block is always applied to crypto withdrawals, regardless of where the authentication update was performed.
Troubleshooting authentication reset
Here are some troubleshooting tips for common problems:
Your authentication hasn’t been approved yet
Our authentication partner, Persona, takes approximately 10-20 seconds to verify your identity. We’ll also send you an email when they’re done.
Your authentication was approved, but you’re not seeing the option to set up a new two-factor authentication method
For your security, you’ll need to set up a new two-factor authentication method within 24 hours of an approved authentication. If 24 hours have passed, you’ll need to verify yourself again.
You’ve recovered your two-factor authentication method and don’t need to reset it anymore
If you haven’t verified yourself, you can close the screen in the top right corner to return to the login page.
If your authentication is pending or complete, tap Cancel authentication or Cancel setup to cancel resetting your two-factor authentication. Remember that if you want to reset your two-factor authentication at a later time, you’ll be asked to verify yourself again.
You’re trying to reset on the website, but haven’t been prompted to verify yourself
We’ll automatically redirect you to a new tab where you can verify your identity through our authentication partner, Persona. If you have pop-ups disabled, you can click the unique link generated for you on the screen.
Frequently asked questions
Why am I being asked to verify my identity?
To help keep your account secure, we may ask you to verify your identity if needed when you take certain sensitive actions in your account. If this happens, we'll instruct you to enter a 6-digit secure code that you receive by email or phone number.
What can I reset my two-factor authentication method to?
We support authentication codes received in 1 of 2 ways:
- Authenticator app (such as Google Authenticator)
- Phone number (either a text message or automated phone call)
I received authentication codes by email. How can I reset my two-factor authentication method?
Please reach out to our support team to reset your two-factor authentication method.
The option to receive authentication codes by email will soon be discontinued, so we recommend upgrading to an authenticator app or using your phone number. We understand that this isn’t possible for everyone. If you don’t have a compatible phone, tablet, computer, or landline, contact our support team for alternatives.
I wasn’t able to verify my identity, what should I do?
Please reach out to our support team to log back in to Wealthsimple.
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