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:
- On the login page, click Forgot password.
- Enter the email you signed up with.
- Check your inbox for a password reset email.
- Click the link in the email.
- Set a new password.
- 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:
- On the login screen, click Need help with 2FA? (or similar) after entering your password.
- Choose Reset 2FA.
- We'll verify your identity through a backup method (typically an email confirmation).
- 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.