If you’re having trouble logging in, work through the section below that matches your problem. Most login issues can be fixed in a few minutes without contacting us. If you’re still stuck, the last section explains how to get help from a Customer Advocate and what to have ready.
Quick checks to try first
Make sure you’re on the right site. You can log in to your Selfwealth account through:
- The Selfwealth web app at secure.selfwealth.com.au
- The new Selfwealth web app at invest.selfwealth.com.au
- The Selfwealth mobile app (App Store or Google Play)
Both web apps use the same email and password. The Selfwealth Adviser Platform (adviser.selfwealth.com.au) is a separate site for financial advisers only. Client logins won’t work there.
Check your login details. Use the email address you registered with, which is also where your contract notes are sent. Passwords are case-sensitive, so check that Caps Lock is off.
Check the email shown on the login screen. If the login screen shows “Login with [email]” and that isn’t the account you want, select Not you? to enter a different email address.
On the mobile app, make sure you have the latest version installed.
Check your connection. If you use a VPN, try turning it off and logging in again.
I’ve forgotten my password or my password isn’t working
- On the login screen, select Forgot password?
- Enter the email address you log in with and select Submit.
- Enter the 6-digit code we email to you. If it doesn’t arrive, you can request a new code after 30 seconds.
- Create and confirm your new password. It must have at least 8 characters, including an uppercase letter, a lowercase letter, a number and a special character.
- Select Update Password. You’ll see “Password updated successfully”, and you can then log in with your new password.
If you see “Failed to reset password. Please check your code and try again”, the code may be wrong or out of date. Request a new code and use only the most recent one.
Try not to request several reset codes in a row, because each new code replaces the one before it.
My account says it’s locked
For your security, your account is temporarily locked after several unsuccessful login attempts. Wait 5 minutes before trying again. If you’re unsure of your password, reset it using the steps above rather than continuing to guess.
I’m not receiving my login code
Depending on your settings, we send a one-time code by email, by SMS, or ask for one from your authenticator app when you log in from a new device or browser. Codes are only valid for a short time:
- SMS codes expire after 5 minutes.
- Email codes expire after 10 minutes.
- You can request a new SMS or email code after 30 seconds.
If you use email codes:
- Check your spam, junk and promotions folders.
- Add Selfwealth support emails to your safe senders list.
- Some email providers occasionally delay messages, so the code can expire before it arrives.
If email codes are often slow or don’t arrive, we recommend switching to an authenticator app or SMS passcodes once you’re logged in. See What multi-factor authentication (MFA) options are available?
If you use SMS codes:
- Make sure your phone has mobile coverage and can receive texts.
- Check that SMS from unknown senders isn’t being filtered.
- SMS codes are only sent to your registered Australian mobile number.
My code says it’s invalid or has expired
- Always use the most recent code. Requesting a new code cancels earlier ones, and each code can only be used once.
- Authenticator app codes change every 30 seconds and rely on your phone’s clock. If your codes are rejected, set your phone’s date and time to update automatically, then try a fresh code.
- Enter the code on the same screen and device where you requested it, and don’t refresh the page while you wait.
I’ve changed or lost my phone and can’t get my authenticator code
What you can do depends on what you still have.
You still have your old phone: log in as usual, turn off the authenticator in your MFA settings, then set it up again on your new phone.
You don’t have your old phone but you saved your recovery codes:
- On the code screen, select Log in with a recovery code and enter one of your codes. Each recovery code works only once.
- Once you’re logged in, set up your authenticator app again.
- Generate a new set of recovery codes.
You have neither your old phone nor your recovery codes: you won’t be able to fix this yourself, but a Customer Advocate can reset your MFA once they’ve verified your identity. If you’re chatting with our virtual assistant, ask to speak with a Customer Advocate. After a reset, your login codes are sent to your registered email until you set up a new method.
If you use SMS codes and no longer have your registered mobile number: a Customer Advocate will verify your identity, usually through our secure biometric check, before updating your number.
I no longer have access to my email address
If you can’t access the email address you log in with, we can update it after verifying your identity through our secure biometric process. You’ll need an Australian driver license, an Australian passport or most international passports.
This option is currently available for individual accounts. For joint, company, trust or SMSF accounts, a Customer Advocate will explain what’s needed. You can reach out here for a customer advocate.
See How do I update my primary email address? for full details.
I can log in on the website but not the mobile app
- Update the app to the latest version. If that doesn’t help, delete and reinstall it.
- If you recently turned on MFA, the app will ask for your login details again. This is expected.
- If you see an “internal error” message after entering your code, especially if you recently changed your login email address, please contact a Customer Advocate. This needs to be fixed by our team, and reinstalling the app won’t resolve it. You can keep using the website in the meantime.
The website shows an error or won’t load
If you see an error such as “403 Forbidden”, or the login page won’t load or keeps returning you to the start:
- Refresh the page, or try a different browser.
- Clear your browser’s cache and cookies. Note that you’ll be asked for an MFA code again on a browser we no longer recognize.
- Turn off any VPN or proxy, and try a different network, such as mobile data instead of Wi-Fi.
- If the problem continues, contact a Customer Advocate and include a screenshot of the error.
If you can’t log in on either the website or the app, there may be a temporary service issue. Please wait a short while and try again.
I’m logging in for the first time, or I’m a joint account holder, trustee or advised client
If your account was set up for you, for example by your financial adviser, or you’re a second holder on a joint or trust account who has never logged in, you may need to create a password first. Select Forgot password? on the login screen and enter your registered email address.
Each person needs their own login. If an account holder or trustee doesn’t have one yet, a Customer Advocate can help arrange it.
I have more than one login
If you’ve registered more than once using different email addresses, you can merge your logins so all your portfolios are under one email. See How do I merge my logins?
My account may have been closed
Accounts with no holdings, cash or trading activity 12 months after opening may be closed after we’ve contacted you by email. See Why has my account or portfolio been automatically closed?
I think someone else has accessed my account
If you received a login code you didn’t request, or you notice activity you don’t recognize:
- Change your password straight away, if you can log in.
- Contact a Customer Advocate immediately so we can review and secure your account.
Selfwealth will never ask for your password, login codes or recovery codes. Never share them with anyone, including someone claiming to be from Selfwealth.
Still can’t log in? Get help from a Customer Advocate
Our Customer Advocates can help with anything you can’t fix yourself, including MFA resets and email changes. If you’re chatting with our virtual assistant, just ask to speak with a Customer Advocate. You can also email support@selfwealth.com.au. Live chat and email are available on this webpage!
To help us resolve it faster, tell us:
- The email address you use to log in.
- Whether you’re using the website or the app, and which device and browser.
- The exact error message, with a screenshot if possible.
- What you’ve already tried.
We’ll ask some questions to confirm your identity before making any changes to your account.