If you can’t log in to the Selfwealth website or mobile app, the steps below fix most problems in a few minutes. A login error doesn’t affect your account, your cash or your holdings.
Try these steps first
- Check you’re on the right login page. Clients log in at invest.selfwealth.com.au/login or in the Selfwealth mobile app. Advisers log in through the Selfwealth Adviser Platform, which is separate. If you use a bookmark, open the login page directly instead, as an old bookmark can point to a page that no longer loads.
- Check your email address and password. Type them in rather than relying on autofill, and check for typos and Caps Lock. If the screen shows “Login with” an email address that isn’t the one you want, select Not you? to enter a different one.
- Turn off any VPN or proxy, then try again. If you’re on a work or public network, switch to your home Wi-Fi or mobile data.
- Refresh the page. For a hard refresh, press Ctrl + F5 on Windows or Cmd + Shift + R on Mac. If that doesn’t help, clear your browser’s cache and cookies and restart the browser, or open a private (incognito) window.
- Try another browser or device. Browser extensions such as ad blockers, security tools and password managers can interfere with logging in, so turn them off or use a browser without them.
- Check your device’s date and time are set automatically, then restart your device.
- Reset your password using Forgot password? on the login screen.
I see “403 Forbidden”
A “403 Forbidden” page means our security systems stopped the connection before it reached the login page. It isn’t caused by a wrong password, so resetting your password won’t fix it. The usual causes are:
- A VPN, proxy or privacy relay. Turn it off and try again.
- A work or public network, or security software. Switch to your home Wi-Fi or mobile data.
- Saved cookies or an old bookmark. Clear your cookies, or use a private (incognito) window, and open the login page directly.
- A browser extension. Turn off extensions such as ad blockers and security tools, or try another browser.
- A lot of requests from your device in a short time, for example refreshing the page repeatedly or using an automated tool. Stop, wait a few minutes, then try once more. If you’re still blocked, a Customer Advocate can have the block reviewed.
- A problem on our side. If you see the error on every device and network, the problem is likely on our side. Try another way in: the mobile app if you normally use the website, or the website if you normally use the app. One can keep working while we fix the other.
If you can log in but see a 403 error when you open a portfolio or place an order, and your account is managed by an adviser, your access may be set to view only. Your adviser can change this for you.
I see “Something went wrong! Please try again.”
This is a general message that appears when your login couldn’t be completed. Most often the email address and password don’t match, or your connection dropped while logging in.
- Re-enter your email address and password carefully. Select Not you? if the wrong email address is saved.
- Check your internet connection, refresh the page and try again.
- Reset your password using Forgot password? on the login screen.
If the message appears straight after you enter a correct verification code, or it keeps appearing after a password reset, the problem is on our side and the steps above won’t fix it. A Customer Advocate can check your login once they’ve verified your identity. Let us know if you’ve recently changed your login email address, or if you’ve had more than one Selfwealth login, as this helps us fix it faster.
Other messages you might see
| Message | What it means | What to do |
|---|---|---|
| Invalid code. Please try again | The verification code is wrong, has expired or has already been used. | Request a new code once the 30-second resend timer finishes and use the newest one. For authenticator codes, set your phone’s date and time to automatic. |
| Too many requests, or a message that you’re temporarily locked | There were too many login or code attempts in a short time. | Wait a few minutes before trying again. Don’t keep selecting Log in or Resend, as repeated attempts are what trigger this message. |
| Login attempt has expired | The login wasn’t completed in time. | Start again from the login screen and enter your code straight away. If you see this even when you enter the code immediately, the problem is on our side and a Customer Advocate will need to check your login. |
| Internal error in the mobile app after entering your code | The problem is on our side. | Clearing or reinstalling the app won’t fix this. Try logging in on the website in the meantime, and a Customer Advocate can have your app login checked. |
| Page not found in the mobile app after logging in | The app can’t find a default portfolio to open. | Update the app to the latest version. If that doesn’t help, log in on the website, set an open portfolio as your default portfolio, then try the app again. |
| A blank screen with the Selfwealth logo and a Retry button in the mobile app | The app can’t connect. | Follow the mobile app steps below. If it continues on one device only, a Customer Advocate can have that device’s connection checked. |
| Failed to reset password. Please check your code and try again. | The password reset code is wrong or has expired. | Request a new code and enter it straight away. |
The mobile app won’t log me in
- Update the Selfwealth app to the latest version from the App Store or Google Play.
- Close the app fully and open it again.
- Turn off any VPN, and switch between Wi-Fi and mobile data.
- On Android, go to Settings > Apps > Selfwealth > Storage, then select Clear cache and Clear data. You’ll need to log in again afterwards.
- Uninstall the app, restart your phone and reinstall it.
- Log in on the website. If the website works and the app doesn’t, let us know, as this tells us where the problem is.
I’ve forgotten my password
- Select Forgot password? on the login screen.
- Enter your login email address. We’ll email you a 6-digit code.
- Enter the code, then choose a new password with at least 8 characters, including an uppercase letter, a lowercase letter, a number and a special character.
If the email doesn’t arrive, check your spam or junk folder and check that you typed your email address exactly as it’s registered with us. You can request a new code after 30 seconds. If you no longer have access to that email address, see How do I update my primary email address?
My verification code isn’t working, or I’ve lost my phone
- SMS codes expire after 3 minutes and email codes after 10 minutes. Each code works once, so always use the newest one.
- Authenticator codes depend on your phone’s clock, so set its date and time to automatic.
- If you’ve lost the phone with your authenticator app, select Log in with a recovery code and use one of the recovery codes you saved when you set up MFA.
- If you don’t have your recovery codes, or you no longer have your registered mobile number, a Customer Advocate can reset your MFA once they’ve verified your identity.
For more detail, see the MFA article.
I still can’t log in
A Customer Advocate can check your login once they’ve verified your identity. To help us fix it quickly, have these details ready:
- The exact error message, and a screenshot if you can take one
- When it happened (date and time)
- Whether you were using the website or the mobile app, and whether the other one works
- Your device and its operating system
- Your browser and its version, or your Selfwealth app version
- Your connection: home Wi-Fi, mobile data, a work network or a VPN
- The steps on this page that you’ve already tried
- Your Selfwealth ID, or the email address you log in with
Never send us your password or verification codes.