Two-factor authentication is mandatory for all active Airwallex accounts.
When you sign in, you are prompted to verify your identity with a second factor in addition to your password. Airwallex also asks you to verify it’s you when you perform sensitive actions, such as changing your login email address, 2FA method, or recovery codes.
Airwallex supports three methods: the Airwallex app, a third-party authenticator app, or a mobile one-time password sent by SMS or another messaging service.
2FA methods
| Method | Description | What you need |
| Airwallex app (Recommended) | Verify with one tap in the Airwallex mobile app. Requires internet connection. | Airwallex app installed on your phone |
| Authenticator app | Generates a time-based one-time passcode using a compatible third-party app. Works without cellular signal or internet. | An authenticator app such as Google Authenticator or Symantec VIP |
| Mobile one-time password | Sends a one-time passcode via SMS or another messaging service. Requires cellular signal or internet. | A mobile phone number registered on your account |
One method is marked Default. When you verify your identity, Airwallex asks you to use the default method first. To use another method you have set up, select Choose a different method on the prompt.
Before you start
You must be signed in to your Airwallex account.
Your authentication device must be available: your phone with the Airwallex app, your authenticator app, or the phone that receives your SMS.
To change an existing 2FA setting, you must be able to complete 2FA verification with a method you already have.
Open your 2FA settings
In the top-right corner of any page, select the profile button (the circle showing your initials). A menu opens.
Select Profile. The Settings window opens on the Profile tab.
Select the Password & authentication tab.
Find the Two-factor authentication (2FA) section. It lists Airwallex app, Authenticator app and Mobile one-time password.
A method that is not set up yet shows a Set up button. A method that is already set up shows a status label (for example Default or Enabled) and a ⋯ (more options) menu button.
Complete 2FA verification
When you change a 2FA setting, Airwallex first asks you to verify it's you. The request is sent to your default 2FA method, so what you do next depends on that method (for example, approving a request or entering a code). Follow the on-screen instructions.
If the request does not arrive, select the Resend link where it is shown. To verify another way, select the Choose a different method link.
Set up a 2FA method
Open your 2FA settings (see above).
Next to the method you want to add, select the Set up button.
Complete 2FA verification when prompted (see "Complete 2FA verification").
Complete the setup for your chosen method:
Authenticator app: scan the QR code shown on screen with your authenticator app, then enter the 6-digit code the app generates.
Airwallex app or Mobile one-time password: follow the on-screen instructions. For a mobile number, enter the code sent to that number.
Outcome: The method shows as set up in the Two-factor authentication (2FA) section and can be used the next time you are asked to verify.
Change your default method
Open your 2FA settings.
Next to the method you want to use first, select the ⋯ menu button. A menu opens.
Select Set as default.
Complete 2FA verification if prompted (see "Complete 2FA verification").
Outcome: The method you chose is marked Default and is offered first on future prompts. The Set as default option is not shown for the method that is already the default.
Change the mobile number for Mobile one-time password
Open your 2FA settings.
Next to Mobile one-time password, select the ⋯ menu button. A menu opens.
Select Edit.
Complete 2FA verification when prompted (see "Complete 2FA verification").
Follow the on-screen instructions to enter the new mobile number.
Outcome: One-time passwords are sent to the new number.
Remove a 2FA method
Open your 2FA settings.
Next to the method, select the ⋯ menu button. A menu opens.
Select Remove.
If Remove is greyed out, that method cannot be removed at the moment.
Recovery codes
Recovery codes let you log in and edit your 2FA method if you lose access to your 2FA device. You generate them yourself; they are not created automatically.
Generate recovery codes
Open your 2FA settings.
At the bottom of the Two-factor authentication (2FA) section, select the Generate recovery codes link.
Read the message "Continuing with this step will invalidate the recovery codes you generated previously."
Complete 2FA verification when prompted (see "Complete 2FA verification").
Follow the on-screen instructions to view and save your new codes.
Outcome: You have a new set of recovery codes. All earlier codes stop working immediately.
Keep your recovery codes safe
Store your recovery codes somewhere secure, separate from the device you use for 2FA.
Each recovery code can be used once only. After use, that code is no longer valid.
If you lose access to your authentication device and have not saved your recovery codes, you may not be able to recover your account without contacting support.
Trusted browser
Outside the UK and European Economic Area (EEA), after a successful 2FA verification, Airwallex does not prompt you for 2FA again on the same browser for 48 hours.
This option is not available in the UK or the EEA, where Strong Customer Authentication (SCA) regulations require 2FA on every login.
Do not enable trusted browser on a shared or public device. Anyone who uses the browser within the 48-hour window can sign in without completing 2FA.
2FA for card payments (3D Secure)
Card payments made in the UK or European Economic Area (EEA) require additional authentication under Strong Customer Authentication (SCA) regulations.
This uses 3D Secure (3DS), which sends a separate one-time passcode to your registered phone or email. 3DS is a regulatory requirement and is separate from your Airwallex login 2FA. It cannot be disabled.
Security
Never share a 2FA code, OTP or recovery code with anyone, including Airwallex support. Airwallex will never ask for your authentication codes.
To update your login email address or the contact information for an account, see How to update your login details, account contact information and 2FA settings.
Common issues
I lost access to my authentication device
On the verification prompt, select the Choose a different method link.
On the Choose a 2FA method screen, select the Don't have access to any 2FA method? link.
Follow the on-screen instructions and use one of your saved recovery codes. Each code can be used once.
If you have no recovery codes left, select the Kai button (the sparkle icon in the top-right corner of any Airwallex page, next to your profile button) to contact support. Account recovery without a valid recovery code requires identity verification.
I did not receive the 2FA verification request
Make sure the device for your default 2FA method is available and connected (see "2FA methods" for what each method needs). Select the Resend link where it is shown. If it still does not arrive, select Choose a different method and verify another way.
My authenticator app codes are not being accepted
Authenticator app codes are time-sensitive and expire every 30 seconds. Make sure the time on your device is accurate (turn on automatic time sync in your device settings).
If codes are still rejected, set up the authenticator app again from the Password & authentication tab.
I am not receiving the SMS one-time passcode
Check that the mobile number shown under Mobile one-time password is correct.
SMS delivery can be delayed by a few minutes. Wait for the Resend countdown to finish, then select Resend.
If you have limited cellular coverage, select Choose a different method. The Airwallex app needs an internet connection. An authenticator app works without cellular signal or internet.
I cannot complete 2FA setup
Make sure your authentication device is available and connected. If setup times out before you finish, start again from the Password & authentication tab.
If the issue continues, select the Kai button (the sparkle icon in the top-right corner of any page) to contact Airwallex support.