We’re sorry you're having problems logging in. There are a few common causes and quick fixes, such as checking your login credentials, resetting your password and clearing your browser cache. By following the steps in this article, you should be able to gain access to your account.
Our sign-in process uses your email, password and a two-factor authentication (2FA) code sent to your email and mobile. If you no longer have access to the email address you use to Log in, you will need to contact us to change it. Please email support@octopusmoney.com or call us on 020 3195 4455
Check your email and password
- Make sure you're using the correct email address (the one you registered with).
- Check that your password is entered correctly, including any capital letters.
- If you've recently changed your email, try both your old and new addresses.
If you're not sure which email you used to register, contact us and we can check.
Reset your password
If your password isn't working, you can reset it:
- Go to app.octopusmoney.com/reset-password
- Enter the email address you registered with
- Check your inbox for a reset link (including your spam or junk folder)
- Click the link and create a new password
Your new password must meet the requirements shown on the page. When each requirement is met, it turns green.
I'm not receiving my 2FA code
After entering your email and password, we send a 6-digit verification code to your email and to your UK mobile number (if you have one registered). The code is valid for 10 minutes.
If you're not receiving the code by email:
- Check your spam or junk folder.
- If you use a work email and are not receiving the code, your employer's spam filter may be blocking it. This is worth checking with your IT team.
- If you no longer have access to your sign-in email, contact us to update it at support@octopusmoney.com
If you're not receiving the code by text message:
- Check that the phone number on your account is a UK mobile number.
- Landline numbers and non-UK numbers can't receive text messages.
- If your phone number is incorrect, contact us to update it.
If you need to resend the code, you can do so after waiting 2 minutes from your last request.
My 2FA code isn't working
If you're entering a code and seeing an error:
- Make sure you're entering the most recent code. If you requested more than one, only the latest is valid.
- Check that the code hasn't expired. It's valid for 10 minutes from when it was sent.
- The expiry time is shown in the email containing the code.
Try clearing your browser cache
Sometimes sign-in issues are caused by your browser's stored data. Try opening a private or incognito window and signing in from there. This often resolves display errors and loading issues.
If that works, clearing your browser cache should fix the problem for good.
I no longer have access to my sign-in email
If you've lost access to the email address you used to register, you won't be able to reset your password or receive 2FA codes yourself. You will need to contact us to change it. Please email support@octopusmoney.com or call us on 020 3195 4455
We take account security seriously. For any changes to your sign-in email, we need to verify your identity before making updates. This is to protect your account and your investments.
Still need help?
Email us at support@octopusmoney.com or call our support team on 020 3195 4455, Monday to Friday, 9am to 5pm.