Can't Log In

Login issues are almost always one of three things: wrong password, lost 2FA, or trying to sign up for an account that already exists. Here's how to fix each.

Wrong Password (Forgot Password)

If you're getting "incorrect password" errors:

1. On the login page, click Forgot password.
2. Enter the email you signed up with.
3. Check your inbox for a password reset email.
4. Click the link in the email.
5. Set a new password.
6. Log in.

The reset link is single-use and expires after a short window. If yours expired, just request another from the same Forgot Password screen.

If the reset email doesn't arrive:

• Check your spam folder.
• Confirm you used the same email you originally signed up with (typos here are the most common cause).
• Wait 5 minutes - sometimes mail delivery is delayed.

Lost Your 2FA Device

If you've enabled 2FA and lost access to your authenticator app or passkey, try the self-serve options on the 2FA screen first:

• If you set up text-message or email codes, we send one automatically when you reach the 2FA step - check your phone or inbox, and use Resend code if it doesn't arrive.
• Otherwise click Use a backup code instead and enter one of the one-time codes you saved at setup.

If neither works:

1. On the login screen, click Need help with 2FA? (or similar) after entering your password.
2. Choose Reset 2FA.
3. We'll verify your identity through a backup method (typically an email confirmation).
4. Once verified, 2FA is reset and you can log in.

For added safety, set up multiple 2FA methods in Settings once you're back in - that way one lost device doesn't lock you out. See Setting Up Two-Factor Authentication.

"Account Already Exists" When Trying To Sign Up

If you're trying to create an account but get "account already exists":

• You probably already have an account on a previous email or from a brokerage invite.
• Don't create a duplicate. Use Forgot Password instead to recover access to your original account.

If you don't recognize the existing account, contact support - we'll help untangle it.

Still Stuck

If you've tried the above and still can't log in:

• Note the exact error message you're seeing.
• Confirm you're at app.getbrokerplus.ca (not a similar-looking address).
• Try in an incognito window to rule out browser caching/extension issues.
• Contact support with the error message and the email you're trying to log in with.

What To Do Next

• Once logged in, secure your account: Setting Up Two-Factor Authentication.
• For new account creation: Creating Your Account.