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Why can’t I access my account?

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There are a few scenarios which could result in you not being able to access your EasyEquities account, or certain features. The below outlines what each of these reasons could be, and how to solve them. 

Unable to log in

You may have entered an incorrect password too many times. 

We’re big on security and keeping your account safe, so if you enter your password incorrectly more than three times, we’ll lock your account. 

You can unlock your account by resetting your password.

Unable to access certain accounts
This may be because you need to complete your profile. As with all things Easy, we have tried to simplify the identity verification process to require minimum action and maximum convenience on your part while remaining fully compliant with applicable Financial Intelligence Centre Act (FICA) legislation. If you haven’t completed the KYC / Personal Details aspect of your profile, we won’t be able to allow you full access to your account. 
It may also be that you registered as a foreign national. If you reside in a country outside of South Africa, you would only be given international and Demo accounts. The ZAR, TFSA and RA account types are only available to users who are residents of South Africa and the Common Monetary Area (Namibia, Lesotho and Eswatini). However, if you have a South African ID and a South African bank account, we can open a ZAR account for you. To do this you’ll need to log a ticket with our team, and someone will be in touch to assist you. 
We may need a little more information from you. After you submit your details on registration, we run a series of checks on the ID and cellphone number you’ve entered to confirm certain aspects of your identity. We will notify you once the process is complete, and either: Confirm your status as verified and that you can start investing, or Ask you for a few more details. Read more about how our KYC process works here
There could be a mismatch on your ID. Sometimes if an ID number is captured incorrectly in registration or the details you have entered don’t match what is on record at home affairs, we may need to run a few more compliance checks to verify your account. If this is the case an agent will get in touch with you to let you know if any additional information or documentation is required to verify your account.
Unable to invest
You should have no issues when it comes to funding your EasyEquities account so long as you use the correct process and payment reference as outlined here
If you’ve made a deposit but are unable to use it to invest with, this could be because you have breached your source of funds value and have not provided us with the documentation we need to amend your account settings. You would have received a number of email reminders about what is needed from you to do this. You can release your deposits by submitting a ticket via our Help Centre and indicating the topic query to be SOFV (Source of Funds). An agent will then be able to contact you and tell you which documents we require to release your funds.
Unable to withdraw
You should have no issues when it comes to withdrawing funds from your EasyEquities account so long as you understand the process and settlement period as outlined here
If you’ve made a withdrawal but were presented with a “We need some information from you" message on withdrawals page, this could be because you have breached your source of funds value and have not provided us with the documentation we need to amend your account settings. You would have received a number of email reminders about what is needed from you to do this. You can release your withdrawals by submitting a ticket via our Help Centre and indicating the topic query to be SOFV (Source of Funds). An agent will then be able to contact you and tell you which documents we require to release your funds. 
When you registered an EasyEquities account you would have needed to input your bank details. If you skipped this part of registration and now want to make a withdrawal, you’ll first be asked to enter your bank details. Your details will then go through an automated third-party verification process. This can take up to 48 hours to be completed. Only after your bank details have been verified will you be able to go back and process the withdrawal you wanted to make. Read more on how to verify your bank details here.

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