How to reset your two-step verification method
If you need to reset your two-step verification in order to log in to 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 verification code, tap Can’t access your authenticator app? or Can’t get codes on your phone?
- Tap Get started on the reset your two-step verification recovery option
- Tap Verify identity to start the two-step reset process
- Follow the prompts to verify yourself with our verification partner, Persona
- Head back to the app after verifying your identity
- Follow the prompts to reset your two-step verification method
- Log in to your Wealthsimple account
- On the next screen where you would normally enter your verification code, select Can’t access your authenticator app? or Can’t get codes on your phone?
- Select the Reset two-step verification recovery option
- Click Continue to start the two-step reset process
- Follow the prompts to verify yourself with our verification partner, Persona
- Head back to Wealthsimple after verifying your identity
- Follow the prompts to reset your two-step verification method
Troubleshooting
Below are some troubleshooting tips based on common problems clients face:
Your verification hasn’t been approved yet
Our verification partner, Persona, takes approximately 10-20 seconds to verify your identity. We’ll also send you an email when they’re done.
Your verification was approved but you’re not seeing the option to set up a new two-step verification method
For your security, you’ll need to set up a new two-step verification method within 24 hours of an approved verification. If 24 hours has passed, you’ll need to verify yourself again.
You’ve recovered your two-step verification method and don’t need to reset anymore
If you haven’t verified yourself yet, you can close the screen on the top right to head back to the login page. If your verification is pending or if you’ve already verified yourself, tap Cancel verification or Cancel setup to cancel resetting your two-step verification method. Remember that if you want to reset your two-step verification method at a later time, you’ll be asked to verify yourself again.
You’re trying to reset on web 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 verification partner, Persona. If you have pop-ups disabled, you can click the unique link generated for you on the screen.
Frequently asked questions
What can I reset my two-step verification method to?
We support verification 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 verification codes by email. How can I reset my two-step verification method?
Call our Client Success team (1-855-255-9038) to reset your two-step verification method. The ability to receive verification codes by email will soon be discontinued, and we recommend upgrading to either an authenticator app or your phone number.
We understand that for some clients, using an authenticator app or phone number isn’t possible. If you don’t have a compatible phone, tablet, computer, or landline, ask our Client Success team about alternatives.
I wasn’t able to verify my identity, what should I do?
Call our Client Success team (1-855-255-9038) to get logged back in to Wealthsimple.
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