If you are shown this message try the following steps to troubleshoot the problem.

• Check your password
  • Double-check that you’re entering the correct password. Sometimes, Caps Lock can cause issues, so ensure it’s turned off.
  • Type your password into a text editor (like Notepad) to confirm it visually, and then copy and paste it into the password field.
• Check your email address
  • Please ensure you’re using the correct email address to log in. Your login email address may not be the same email address as your billing email address.
• Secure your account with multi-factor authentication
  • If you have not set up multi-factor authentication for your account, please follow these instructions to set up multi-factor authentication.
• Register for My Account
  • If you have not registered, please register.
• Didn’t work
  • If none of the above have worked, please reset your password.

For security reasons, accounts may be temporarily locked after several unsuccessful login attempts. Please wait 15 minutes, and then try to log in again.

If you continue to experience issues, please reset your password.

If you haven’t received the authentication code via SMS during the multi-factor authentication process, try the following steps to troubleshoot the problem.

Remember that SMS codes can sometimes be delayed due to network issues or other factors.

• Check your phone
  • Make sure your phone is not on Do No Disturb and is allowing SMS from unrecognised international phone numbers.
  • SMS codes can sometimes take a little time to arrive. Check your phone to see if the code arrives after a few minutes.
• Check your phone number
  • Please check we have your phone number correct. If we don’t, please call our Customer Service Team on 13 21 80 during business hours.
  • Please check you have provided a mobile number rather than a landline number. If you would like to use a landline number, please use the ‘call me’ option.
• Overseas travel considerations
  • If you’re travelling overseas and want to log in, please ensure you have:
    • enabled international roaming on your mobile phone number.
    • connected to a mobile phone network compatible with your phone service provider.
• Didn’t work
  • If you’ve waited a few minutes and haven’t received a code, please click cancel and try the process again.
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

If you’re experiencing issues receiving the phone call during the multi-factor authentication process, you can try the following steps to troubleshoot the problem.

Remember that calls can sometimes be delayed due to network issues or other factors.

• Check your phone’s functionality
  • Check your phone is not on Do No Disturb and is allowing calls from unrecognised international phone numbers.
• Verify your phone number
  • Please check the phone number is correct. If not, please check how to update your phone number.
  • If you have provided a landline, please check you have provided the correct area code.
• Check restrictions on international numbers
  • It’s possible that your phone provider restricts calls from international numbers. If that’s the case, it would be best to use a different number, such as your mobile number.
• Try the SMS option if using a mobile
  • If you have your mobile number set for multi-factor authentication and are not receiving calls, try the SMS option.
• Didn’t work
  • If you have waited a few minutes and haven’t received a call, please click cancel and try the process again.
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

If you’ve entered a multi-factor authentication code and received an error message saying, ‘Verification code was not correct’, try these steps to troubleshoot the problem.

• Check the code
  • Double-check the code you entered.
  • Make sure there are no typos or missing digits – a small mistake can cause the code to be invalid.
• Ensure you’re using the latest code
  • Only the latest code received will work. Any previous code received will not work.
  • The code will only work for 15 minutes. If 15 minutes have lapsed, you will need to cancel and start the process again.
• Didn’t work
  • If you continue to face issues, please call our Customer Service Team on 13 21 80 during business hours.

For security reasons, accounts may be temporarily locked after several unsuccessful attempts to enter the multi-factor authentication code. Please wait 15 minutes, and then try to log in again.

If you continue to experience issues, please reset your password.