Trouble with Multi-Factor Authentication (MFA)?
Multi-factor authentication (MFA) is one of the most important ways we keep your Chexy account safe. It adds an extra layer of security by requiring a second verification step every time you log in — so even if someone has your password, they still can't access your account without your unique code.
We know MFA issues can be frustrating — let's get you sorted! Here's everything you need to know depending on your situation.
1. 🔐 Not Receiving Your MFA Code?
If you're having trouble logging in because your MFA verification code isn't arriving, try these general steps first — they resolve most login issues:
Log out completely and log back in
Try a different browser (Chrome, Firefox, or Safari)
Clear your browser cookies and cache
Use incognito/private browsing mode
Try logging in from a different device
If you're using SMS codes:
Press "Resend code" and wait at least 30 seconds
Make sure your phone number is correct and includes the full country code
Confirm that your number can receive SMS messages
If you're on a prepaid plan, make sure you have a sufficient balance
Check that 28849 isn't blocked in your phone settings
If you're using an Authenticator App:
Make sure your phone's date and time are set to "Automatic" — authenticator apps rely on precise time sync
Wait for the current code to expire (codes refresh every 30–60 seconds) before entering a new one
Check that you haven't accidentally removed Chexy from your authenticator app — if so, contact support to reset your MFA
2. 📱 Did Your Code Arrive via WhatsApp Instead of SMS?
No need to worry — this is a completely legitimate MFA verification code from Chexy! When SMS delivery is delayed or blocked by your carrier, our system automatically sends your login verification code through WhatsApp as a backup to make sure it reaches you. This is standard practice across banking and fintech platforms. No action is needed on your end — your account is safe and nothing has changed.
3. 📞 Need to Change Your MFA Phone Number?
For security reasons, we'll need to verify your identity before making any changes to your MFA login settings. Please contact our support team and include the following:
Reason for updating your phone number
The month and year of your first Chexy payment
Details of one recurring payment (payee name, amount, due date)
Last 4 digits of your card on file
Your current phone number
Your new phone number (with country code)
Your date of birth
Once verified, we'll update your MFA number within 3–5 business days.
4. 🌍 No Canadian Mobile Number?
Chexy generally requires a Canadian mobile number for registration and certain login verification steps. If you use an authenticator app for MFA, you won't need a Canadian number for login verification; however, one may still be required for account recovery or certain notifications. If you're running into issues, reach out to our support team and we'll help find a solution.
5. ✈️ Travelling Outside of Canada?
If you're abroad and don't have access to your Canadian number, you may not be able to complete the MFA login verification process. Please reach out to our support team before you travel or as soon as possible, and we'll do our best to help!
Still having trouble with your login or MFA verification? Our support team is always here to help — just press the pink question mark in the bottom right corner to get in touch. 🚀