You can increase the protection of your online account by adding a layer of security. With added security, you are required to verify your identity through multiple credentials when you log in to your account, so rather than just using your username and password, you will need an additional verification code which we send as a text message to your mobile phone, or we can also verify you via a phone call.

There are two ways which you can activate an additional layer of security on your account:

  • When you log in to your account, please navigate through to ‘Update login details’ found at the top of the page, click on the link and select the reset password via text message or phone call check box. Please make sure your phone number is correct to ensure you receive the verification code whenever you need to log in to your account.
  • You will also be presented with the option to activate added security when you register for an online account. If you choose to activate it, you will be sent a varication code or receive a phone call next time you log in. Please make sure your phone number is correct if you need to update it, select to update your login details.

Please note: If your phone number is a landline, you will need to make sure you don’t select to receive a message and select to receive a phone call instead.

How do I verify my identity when I log in?

Depending on whether you choose to receive an SMS or a phone call the process is slightly different.

SMS code

When you select to receive a message to your mobile phone, you will receive the unique code which you will then need to enter into the security code field on the website to log in to your account.

Phone call

If you choose this option, you will receive a call to your chosen phone number, and the operator will ask you to follow the prompts so that we can authenticate you. 

What if my phone number changes?

You can update your phone number when you log in to your account any time by clicking on the ‘Update login details’ link found at the top of the bill & account page. If you can’t log in to your online account because your phone number has changed and you didn’t get a chance to update it, please call us on 13 13 85.

Can I deactivate enhanced security?

If you wish to deactivate the added security on your account, you will need to log in to your account first and then click on the ‘Update login details’ found at the top of the bill & account page. Deselect the reset password via text message or phone call check box, and then click on the update button.

Log in to your account to activate enhanced security.

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