Need help with two-factor authentication?

Frequently asked questions

Why do the OTP tokens expire?

OTP (one-time password) tokens expire because they are a security feature intended to only be used once. By requiring the OTP token in Google Authenticator to change frequently, OANDA provides "two-factor authentication".

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I want to change my password. How does this work under two-factor authentication?

Visit the change password page to change your OANDA fxTrade password. If you are not already signed in to OANDA fxTrade, we will require you to sign in (with username, password, and an OTP) before you can change your password.

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I lost my password. What should I do?

You can reset your password online at our password reset page. We will require you to enter a valid OTP and answer questions about your account as part of the validation process.

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I have a new mobile device. What should I do?

If you still have access to your old mobile device with Google Authenticator installed, you can re-configure two-factor authentication to a new mobile device at this page. You will be required to enter a valid OTP token (from your old device) in order to use this procedure.

If you no longer have access to your old mobile device, please contact OANDA Customer Service at +65-62273808 (or find our global contact numbers here). We will verify your identity and assist with re-configuring two-factor authentication to work with your new mobile device.

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Can I choose to opt out of two-factor authentication?

Yes. If you have two-factor authentication enabled, visit this page to opt out and disable the feature. If you do not have two-factor authentication enabled and you are prompted to configure, select the "opt out" option and you will not be prompted again to enable two-factor authentication.

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What should I do if I have more than one mobile device?

We recommend that you configure Google Authenticator on the mobile device you always use and carry.

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What if I lose my mobile device? Can I still sign in?

You will still be able to sign in; however, you will need to contact OANDA Customer Service to get a temporary OTP token to sign in. Please contact OANDA Customer Service at +65-62273808 (or find our global contact numbers here) for further assistance.

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What if I do not have a mobile device?

Please contact OANDA Customer Service at +65-62273808 (or find our global contact numbers here) for further assistance.

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What happens if I have lost my mobile device and need to close a trade urgently?

Please contact OANDA Customer Service at +65-62273808 (or find our global contact numbers here) for further assistance.

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Will I still be able to sign in to fxTrade on more than one computer or device at the same time?

Yes. You will need to sign in with a valid OTP token each time you sign in to fxTrade.

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What if I cannot set up two-factor authentication despite multiple attempts?

Please contact OANDA Customer Service at +65-62273808 (or find our global contact numbers here) for further assistance. A customer service representative will ask you questions based on the information we have on file. After we validate your identity, we will help you set up two-factor authentication for your account.

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Can I set up Google Authenticator on a second mobile device?

No, OANDA only supports the use of Google Authenticator on a single device.

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What phones can be used with Google Authenticator?

Google Authenticator can be used with Apple iOS and Android devices.

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