Our Customer Advocates are available by live chat, phone and email. Live chat is the fastest way to reach us. All times on this page are Melbourne time (AEST/AEDT).
Support hours at a glance
| How to reach us | Hours | Good to know |
|---|---|---|
| Live chat with a Customer Advocate | 24 hours a day, Monday to Friday (from 9:00am Monday to 9:00am Saturday) | The fastest way to reach us. Select the chat button at the bottom right of the Selfwealth website or Help Centre. You don’t need to be logged in. |
| Syfera, our AI assistant | 24 hours a day, 7 days a week | Syfera answers in the same chat window and can connect you to a Customer Advocate during live chat hours. |
| Phone: 1800 577 502 | 10:00am to 6:00pm, Monday to Friday | We’ll ask a few questions to confirm your identity before discussing your account. |
| Email: support@selfwealth.com.au or submit a request | Send any time. We reply Monday to Friday. | We aim to reply within two business days. Best for forms, documents and anything that isn’t urgent. |
| Help Centre | Any time | Step-by-step answers at help.selfwealth.com.au |
Weekends and public holidays
- Live chat with a Customer Advocate and the phone line are closed on Saturday and Sunday. Live chat reopens at 9:00am on Monday.
- Syfera and the Help Centre are available all weekend. If you ask for a live agent, Syfera will take your email address and an advocate will reply from Monday.
- Emails and requests sent over the weekend are answered from Monday.
- Live chat is closed on 25 December and 1 January.
- On other public holidays we have a smaller team, so replies may take longer.
Which way should I contact you?
| I need help with | Best way to reach us |
|---|---|
| A forgotten password | You can fix this yourself. Select Forgot password? on the login screen. |
| A lost or replaced phone, with no access to your authenticator app or recovery codes | Live chat, phone or email. A Customer Advocate can reset your multi-factor authentication (MFA) once they’ve confirmed your identity. |
| A login email address you can no longer access | Live chat or email. This can’t be done over the phone. |
| A new mobile number, so you can’t receive SMS codes | Live chat or email. This can’t be done over the phone. |
| Changing your nominated bank account | Individual accounts can do this in the mobile app. If you can’t, contact us by live chat or phone and we’ll verify you with a biometric check. |
| Login codes or password reset emails you didn’t request | Contact us by live chat or phone as soon as you can. See “What should I do if I think my account has been compromised?” |
| Sending a form or documents | Email or submit a request. |
| A complaint | Submit a request and select Complaints. See “What should I do if I have a complaint?” |
I can’t log in. What should I try first?
Most login problems can be fixed in a few minutes without waiting for us. A login error doesn’t affect your account, your cash or your holdings.
- 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.
- Check your email address and password. Type them in rather than using autofill, and check for typos and Caps Lock. If the screen shows the wrong email address, select Not you?
- Reset your password. Select Forgot password?, enter your login email address, then enter the 6-digit code we email you. Your new password needs 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 folder. You can request a new code after 30 seconds.
- Check your verification code. SMS codes expire after 3 minutes and email codes after 10 minutes, so always use the newest one. If you use an authenticator app, set your phone’s date and time to automatic. If you see “Too many requests”, wait a few minutes before trying again.
- Turn off any VPN, or switch from a work or public network to your home Wi-Fi or mobile data.
- Refresh your browser. Clear your cache and cookies, or open a private (incognito) window. If that doesn’t help, try another browser or device.
- Update the mobile app to the latest version, close it fully and open it again. If that doesn’t help, uninstall and reinstall it.
- Try the other way in. If the website isn’t working, try the mobile app. If the app isn’t working, try the website.
For more detail on each step, see “I can’t log in to my Selfwealth account”.
When should I contact you instead of troubleshooting?
Contact us straight away if any of these apply, as the steps above won’t fix them:
- You’ve lost or replaced the phone that has your authenticator app, and you don’t have your recovery codes.
- You no longer have access to your login email address or your registered mobile number.
- You’ve received login codes or password reset emails that you didn’t request.
- You see the same error on every device and network, or straight after entering a correct code.
- You’ve worked through the steps above and still can’t log in.
What should I have ready?
- Your Selfwealth ID, or the email address you log in with
- The exact error message, and a screenshot if you can take one
- When it happened, and whether you were using the website or the mobile app
- Your device and browser, or your app version
- The steps you’ve already tried
- Your photo ID (an Australian driver licence, an Australian passport or most international passports) and your registered mobile phone, in case we need to verify your identity with a biometric check
Never share your password or verification codes with anyone, including us.