Overview
You might need to reset your two-step verification 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 verification codes.
How to reset your two-step verification method
To reset your two-step verification 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 verification code, tap Recover my account
- 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 Recover my account
- 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
- Bill payments
- International money transfers
- Transfers sent to handles
- INTERAC e-Transfer® transactions
In addition, crypto withdrawals are blocked for 24 hours.
Troubleshooting verification reset
Here are some troubleshooting tips for common problems:
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 have passed, you’ll need to verify yourself again.
You’ve recovered your two-step verification 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 verification is pending or complete, tap Cancel verification or Cancel setup to cancel resetting your two-step verification. Remember that if you want to reset your two-step verification 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 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 option to receive verification 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 Client Success team for 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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