Unable to Access Your Account Because You Can't Receive Your 2FA Code?

If you can’t access your account because you no longer have access to the device or phone number where your two-factor authentication (2FA) codes are sent, or your phone number needs to be updated, we can help assess your request.

To verify your identity and protect your account, you’ll need to provide supporting identification documents.

What identification do I need to provide?

You must provide either:

• 2 Category A IDs, or
• 1 Category A ID and 2 Category B IDs

Category A ID

You can provide any of the following:

• Driver's Licence
• Australian Passport
• International Passport with a valid entry stamp
• ImmiCard
• Birth or Citizenship Certificate

Category B ID

You can provide any of the following:

• Medicare Card
• International Arrival Card, such as a Visa Grant or Travel Visa with an expiration date
• Bank or financial institution card, or statement — must cover 6 months of transactions
• Student ID — must contain a photo and have been issued this year
• Rates Notice — must have been issued within the last 12 months
• Tenancy Agreement or Lease

Before submitting your request

Please have the required documents ready. We’ll use these documents to assess your request and, where appropriate, take action to help restore access to your account or update your 2FA details.

Make sure your documents are clear and readable and that all required information is visible.

Once your documents are ready

Once your documents are ready, please contact us to raise your request.

Important: Providing identification does not guarantee that your request will be approved. We may request additional information or documentation if required to verify your identity and protect your account.