What should I do if I can’t receive my two-factor authentication (2FA) code or am locked out?

If you’ve requested a password reset but haven’t received the email, there are several common causes and quick fixes to try before contacting support.

Common Scenarios

I’m not receiving my SMS verification code

If you’ve enabled two-factor authentication via text message and the code isn’t arriving:

Check your signal and carrier. Delayed SMS delivery can occur due to carrier issues. Wait a few minutes and try resending.
Text "START" to our number. Text "START" to our numbers, 855-933-4875 and 888-912-1552.
Verify the phone number on file. If your number has changed, you may be receiving the code to an old number.
Check for message filtering. Some devices or carriers block automated messages. Check if the code was filtered.
Try requesting the code again. Return to the login screen and select “Resend code.”
Contact Wealthbox Support. If codes consistently fail to arrive, email support@wealthbox.com so an agent can investigate and possibly reset your 2FA method.

I lost or replaced the phone tied to my 2FA

If you no longer have access to the device that receives your verification code:

Do not repeatedly attempt to log in, as this may lock your account.
Email support@wealthbox.com from your registered Wealthbox email address.
Include your full name, firm name, and a brief description of the situation.
A Wealthbox agent will verify your identity and reset your 2FA to allow access.

⚠️ Note: For security reasons, 2FA resets cannot be processed through the help center chat. They require direct agent verification.

My authenticator app codes are not working

If you use an authenticator app (such as Google Authenticator or Microsoft Authenticator) and the codes are being rejected:

Check the time sync on your phone. Authenticator apps rely on your device clock. If your clock is off, codes will be invalid. Enable automatic time sync in your phone’s settings.
Regenerate your setup. Contact support@wealthbox.com to request a reset of your current 2FA so you can re-enable it from Settings.

My 2FA method changed unexpectedly

If you’re being prompted to use an authenticator app even though you previously received SMS codes, it may indicate that your account’s 2FA settings were updated. Contact support@wealthbox.com to confirm your current settings.

How to Re-enroll in Two-Factor Authentication

Once support has reset your 2FA, re-enroll by following these steps:

Log in to Wealthbox.
Click the three-dot menu in the top-right corner and select Settings.
Navigate to Security > Two-Factor Authentication.
Select your preferred method (SMS or Authenticator App) and follow the setup prompts.

Frequently Asked Questions

Q: Can I bypass 2FA if I no longer have access to my device?

A: Not on your own. For security, 2FA resets require verification by a Wealthbox support agent. Contact support@wealthbox.com as soon as possible.

Q: Will my data be affected while I’m locked out?

A: No. Your account data is unaffected. Once access is restored, everything will be exactly as you left it.

Still need help? Contact support@wealthbox.com.

Knowledge Base