Your user ID and password allow you to log in to your Questrade accounts. Follow these best practices for creating and managing your user ID and password:

• Create a user ID that's easy for you to remember
• Create a strong password that's complex—"easy to remember, hard to guess." The current recommendations are at least 16 characters long and contain a mix of uppercase and lowercase letters, numbers, and symbols
• Keep your user ID and password private; do not share them with anyone else
• Change your password at least once every 180 days (6 months)

For more on how to protect your account information, see Account security measures. For details on the security features and practices Questrade has in place to protect your account, see Account security centre.

What do I do if I've forgotten my user ID and can't log in?

1. Phone Customer service. Once they have verified your identity, they will be able to tell you what your user ID is
2. If you then wish to change your user ID, log in to your account and, under your name, click Settings
3. In the Settings screen beside User ID, click Change
4. When prompted, verify your identity by entering a verification code that will be sent to you by text, phone call, or email
5. Once you've entered the verification code successfully, enter your new user ID on the next screen

What do I do if I've forgotten my password?

To reset your password:

1. On the login screen, click Password in "Forgot your user ID or password?"

2. On the next screen, enter your user ID
3. On the following screen, verify your identity by entering a verification code that will be sent to you by text, phone call, or email
4. Once you've entered the verification code successfully, enter your new password on the next screen

To change your password once you have logged into your Questrade account:

1. Under your name, click Settings
2. In the Settings screen beside Password, click Change
3. When prompted, verify your identity by entering a verification code that will be sent to you by text, phone call, or email
4. Once you've entered the verification code successfully, enter your new password on the next screen

I’ve entered my user ID and password correctly, but I’m still unable to log in to my account. What should I do?

You will need to contact our Customer service team at 1.888.783.7866 to get this resolved, as they will need to investigate why you are unable to log in to your account.

What do I do if I’ve been locked out of my Questrade account because I didn’t enter the verification code correctly?

After a certain number of unsuccessful tries to enter the verification code, you will be temporarily locked out of your account. You will need to wait for up to 15 minutes before you can log in again. If you need to log in to your account immediately, contact Customer service.

I’m not able to receive my verification code by phone. What should I do?

If you can’t receive the verification code on your phone, try having it sent to your email address instead. Similarly, if you're unable to receive your code by email, try having it sent to your phone. If you aren't able to receive the verification code by phone or email, contact Customer service for help.

My phone number (or email address) has changed, so I am not receiving the verification code. What should I do?

Contact Customer service to get this information updated so that you can receive the code to verify your identity and then log in.

Note: The information in this blog is for educational purposes only and should not be used or construed as financial or investment advice by any individual. Information obtained from third parties is believed to be reliable, but no representations or warranty, expressed or implied, is made by Questrade, Inc., its affiliates or any other person to its accuracy.