Each time you log into your account on a new device we require a few things to ensure it’s you:

• An email address and password
• A verification code sent to your two-step verification method

How it works

Two-step verification (sometimes called 2FA or MFA) protects your Wealthsimple account by requiring a unique, time-sensitive verification code each time you log in on a new device. You can receive your verification codes in one of 2 ways:

• Authenticator app (such as Google Authenticator)
• Phone number (either a text message or automated phone call)

Why it’s important

Two-step verification is a layer of protection against bad actors and cybercriminals. If someone gains access to your email address, without two-step verification they might be able to access other accounts like Wealthsimple. By requiring a unique, time-sensitive verification code when you log in, we know it’s you. It’s one of the ways we keep your account safe.

Understand the difference between the two verification methods

Authenticator app

An "authenticator" is a type of app that generates verification codes. Popular choices include —

• Apple passwords
• Google Authenticator (iOS, Android)
• Microsoft Authenticator (iOS, Android)
• Authy (iOS, Android)

The most secure two-step verification method available, authenticator apps have other benefits —

• They’re easy to use. Open the app to copy and paste a new verification code when needed.
• They work without cell service or wifi. This is helpful when you’re low on signal or travelling abroad.
• They’re one of the best ways to protect yourself online. Your verification code resets usually every 30 seconds, making it difficult to steal.
• And because your verification codes are generated on your own mobile device, we know it’s you.

Phone number

We can send your verification codes to a verified phone number. Just keep in mind that a phone number can only be linked to one Wealthsimple account at a time.

• It’s convenient as most phones will automatically copy and paste your verification codes for you. This can help save you time.
• You have options as we can send your verification codes by text message or an automated phone call.
• We support mobile, landline (a.k.a. home phone), and fixed VoIP phone numbers.
• We support phone numbers from Canada and the U.S.

Update your two-step verification method

You can change the way you receive verification codes by following these steps:

Find or use your recovery code

When you set up two-step verification, we’ll show you a recovery code. Write this down and keep it somewhere safe. If you’re unable to receive a verification code, you can use your recovery code to access Wealthsimple from a web browser.

To use your recovery code —

1. Visit my.wealthsimple.com from a web browser
2. Enter your email address and password
3. Choose Log in
4. Choose Use a recovery code and enter it
5. Follow the steps above to set up two-step verification with your new authenticator app or phone number

Troubleshooting

Below are some troubleshooting tips based on common problems clients face:

Your verification code isn't working when using an authenticator app

Be quick: To keep you safe, authenticator apps replace your verification code with a new one every 30 seconds. Pay attention to the countdown in the authenticator app when copying the code to ensure you have enough time.

Check your clock: Your device’s date and time are used to generate your verification codes, so it’s important they’re set automatically. Steps for iOS, Android, Windows, and macOS, are here.

Your verification code isn't working when using a phone number

Try unblocking Wealthsimple in your contacts: You may have previously blocked Wealthsimple from sending you text messages. Text START to 28849 to confirm you’re okay to receive text messages from us.

Wait 1 minute before requesting a new verification code, and always use the newest: When you request a new verification code, the old one expires but may still be on the way. For example, if you’ve requested 2 codes, wait for 2 codes to arrive before requesting another one. Only the newest code will work.

Try requesting an automated voice call instead: Sometimes the mobile network or text message provider experiences delays in delivering text messages. Choosing an automated voice call may be faster.

You can’t receive verification codes (lost phone, deleted the app, etc.)

If something has changed (like your email or phone number) and you're having a hard time receiving your verification code to log in, here's what you can do:

• If you have your recovery code, follow the steps above.
• If not, contact our support team to help recover your account. We’ll ask you a few questions before helping you set up a new way to receive verification codes. Your account’s security is important to us, so account recovery is offered exclusively over the phone.

Frequently asked questions