FAQ

Account management and security

How do I authorize a new device when I log in?
Published on Aug 31, 2023Updated on Oct 9, 202513,307
How do I use a physical security key to protect my account?
Published on Jan 10, 2025Updated on Sep 8, 202515,059
How do I download my account statements?
Published on Nov 6, 2024Updated on Dec 26, 202557
How do I freeze my account? (web)
Published on Aug 22, 2023Updated on Oct 10, 2025389
How do I migrate my email address or phone number to another account? (web)
Published on Aug 22, 2023Updated on Dec 15, 2025373
How do I change my login password?
Published on Aug 22, 2023Updated on Dec 30, 202519,084
How do I freeze my account? (app)
Published on Aug 22, 2023Updated on Dec 30, 2025342
I haven't received the SMS code
Published on Aug 16, 2023Updated on Dec 25, 202530,951
How do I reset Two-factor authentication (2FA)?
Published on Sep 15, 2023Updated on Nov 17, 20255,868
How do I download my BR Tax return?
Published on Nov 19, 2025Updated on Nov 21, 20251
Passkey FAQ
Published on Mar 19, 2025Updated on Dec 30, 2025105
What can I do if my device is running in an unsafe environment?
Published on Jan 19, 2023Updated on Sep 8, 2025295
Why is my account frozen and how do I unfreeze it?
Published on Aug 22, 2023Updated on Sep 8, 202522,958
My authenticator app isn't working, what should I do?
Published on Aug 11, 2023Updated on Nov 17, 20251,649
My mobile phone isn't working, what should I do?
Published on Aug 22, 2023Updated on Nov 25, 2025452

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