With our SMS mobile verification, a security code is sent to your mobile device when you perform key account actions, to confirm it’s you using the platform. If you’re having trouble receiving your security code via SMS, you can hit the ‘resend code’ button on the code entry screen. You might have to wait for the 30-second counter to finish counting down before the button shows; this is to allow time for you to receive the SMS code. This will open up a pop-up where you can choose to resend the code via WhatsApp, which could be helpful if you only have internet access (Wi-Fi) and not mobile service. You also can update to a different mobile number on both the pop-up or on the 'Profile' page.  If you don't receive the code via WhatsApp, you can also receive it via a voice call to your device. 
<h4 id="h_01HGVY82JT8TZTP3TDRW3YC0M5">What if I cannot use SMS verification?</h4>
If receiving SMS could be an issue, you can upgrade your 2FA method to use authenticator apps like Authy and Google Authenticator. When you enable this, your account will no longer use SMS for authentication, but rather the code will be sent to your authenticator app. Learn more <a href="https://hellostake.com/support/privacy-and-security/account-security/26009406715929" target="_blank" rel="noopener noreferrer">here</a>.

SMS mobile verification

<h3 id="h_01HGVYNQNJYN276PEPEQRNZZ7N">Is my data protected?</h3>
We work to meet the highest standards of privacy regimes in Australia, New Zealand, and all the markets in which we operate.  We may hold your personal information in either electronic or hard copy form as required. We store personal information with third-party data storage providers, including Amazon Web Services.   More information is available in our <a href="https://hellostake.com/legal/privacy-policy">Privacy Policy</a>. 
<h3 id="h_01HGVYNQNJ863XBD78CDSEPKXX">Are the documents I send to you secure?</h3>
We take reasonable steps to protect your personal information from misuse, interference, and loss, as well as unauthorised access, modification or disclosure and we use several physical, administrative, personnel, and technical measures to protect your personal information. For example, we encrypt all data and have it stored in secured facilities. However, we cannot guarantee the security of your personal information. As your personal information is available inside the Stake app or website, we require you to set a strong password when creating an account and either set up multi-factor authentication or use a one-time password sent to your email upon each login.  We request that you do not share your password with anyone and it remains confidential.

Data protection

If you forget your Stake password, resetting it is easy. Follow the steps below to get back into your Stake account: 
<ul>
<li>Go to <a href="https://trading.hellostake.com/sign-in">hellostake.com</a> or your Stake App on your mobile device</li>
<li>Select 'Forgot password?'</li>
<li>Enter your email address (ensure you’ve selected the right region)</li>
<li>Check your inbox for a password reset email from us with a code, or potentially an SMS code to your mobile device</li>
<li>Go back to Stake and paste the code in the 'Reset code' box</li>
<li>Enter a new password in the 'New password' box and confirm this</li>
</ul>
If you have any issues accessing your account, please get in touch with us by clicking <a href="https://hellostake.com/support/contact-us">here</a>.

Password reset

<h3 id="h_01HGVY28PAMCD7RHX2ZPA1076J">How do I set up 2FA?</h3>
When you <a href="https://on.hellostake.com/qm5yF1ugtGb">open a Stake account</a>, it's important to keep it as safe as possible. During sign-up you’ll be prompted to enter and confirm your mobile number, so we can send you a code whenever you log into your account.  We recommend upgrading from two-factor authentication (2FA) using your mobile number (via SMS) to 2FA via an authenticator app. Here’s how:
<ul>
<li>Log in to Stake App or Web </li>
<li>On App, Go to More &gt; Settings &gt; Security &gt; Account verification OR on Web, Go to Menu (top right) &gt; Account &gt; Security</li>
<li>Download an authenticator app onto your phone (like Google Authenticator or Authy) </li>
<li>On your authenticator app, add a new account</li>
<li>Scan the QR Code (or enter the 16-digit key) </li>
<li>Go back to Stake and enter the code generated on your app</li>
</ul>
 
<h3 id="h_01HGVY28PAKDZHMGFKPBHE55EC">How do I disable my 2FA?</h3>
If you have lost access to the device that contains your two-factor authentication (2FA) and need to have this changed in order to access your account, please get in touch with support immediately <a href="https://hellostake.com/support/contact-us">here</a>.

Two-factor authentication (2FA)

<h3 id="h_01HGVXYYBC9H967HB5GK4GRVQ4">How do I secure my account from fraud or unauthorised activity?</h3>
We offer two-factor authentication (2FA) to help protect your Stake account. There is SMS mobile verification as well as 2FA via an authenticator app, which is strongly recommended. Learn how to easily upgrade your 2FA <a href="https://hellostake.com/support/privacy-and-security/account-security/26009406715929" target="_blank" rel="noopener noreferrer">here</a>. If you have lost access to the device that contains your two-factor authentication (2FA) and need to have this changed to access your account, please get in touch with support immediately <a href="https://hellostake.com/support/contact-us">here</a>.

How can we help?

SMS mobile verification

What if I cannot use SMS verification?