Account security for password resets

You can increase your online account's security by enabling two-factor authentication when resetting your password.

This means that any time you need to update your password, we’ll ask you to verify your identity.

You can opt to receive a text message (SMS) with a unique verification code to your mobile phone, or we can verify your identity via a phone call. 

There are two ways you can activate an additional layer of security for password resets:

1. When registering for an online account

When you register for an online account, we'll give you the option to enable two-factor authentication. The phone number you provide during registration will be used to verify your identity. You can update this number at any time in your online account.

2. Within your online account

Log into your online account and click the drop-down menu next to your name at the top of the page.

Select ‘Update login details’ from the menu. At the bottom of this page, there will be a checkbox to enable two-factor authentication for password resets.

How do I verify my identity when I reset my password?

Depending on whether you choose to receive an SMS or a phone call, the process is slightly different. If your phone number is a landline, you'll only be able to verify your identity with a phone call.

SMS code

If you choose to verify your identity via SMS, we’ll send you a text with a unique code which you will then need to enter into the security code field on the website to update your password.

Phone call

If you choose this option, you’ll receive a call to your phone number and the operator will ask you to follow the prompts so that we can verify your identity. Once we verify you, you will automatically be taken to the 'Reset password’ page on our website.

What if my phone number has changed?

If you can’t log in to your online account to update your phone number, please call us on 13 13 85.

Can I disable two-factor authentication for password resets?

Yes, you will need to log in to your online account first and go to ‘Update login details’. At the bottom of the page, untick the checkbox for two-factor authentication and then click ‘Update details’. 

Log in to your account now to activate enhanced security.