Online account multi-factor authentication (MFA)
In this article:
What is multi-factor authentication?
Protecting customer information and maintaining reliable online services is a priority for us. Multi-factor authentication (MFA) helps protect your online account and personal information from unauthorised access, even if someone knows your password. Each time you log in, you’ll need to confirm your identity using a unique verification code.
We’ll send the code by email, SMS or phone call, depending on the verification method you choose.
How to set up MFA
Households
The next time you log in or register for an online account, you'll be prompted to set up MFA. Simply follow the on-screen instructions to enable it. You can also set up MFA using our update personal details form.
If you already use MFA to reset your password, you don’t need to set it up again. MFA will be automatically enabled for your online account the next time you log in.
Businesses
Business customers can set up MFA using our update personal details form.
Keep your contact details up to date
We’ll send your MFA verification codes to the email address or phone number linked to your online account.
If your contact details are incorrect or have changed, update them as soon as possible to make sure you can receive verification codes and access your account.
How to log in using MFA
Once MFA is set up, you’ll need to verify your identity each time you log in:
- Enter your username and password
- We'll send a unique verification code to your chosen contact method
- Enter the code when prompted
- Once the code is verified, you'll be logged in