Frequently asked questions

The information you can see depends on the type of account you have. For GESB Super and West State Super, your dashboard will show:

• How much insurance cover you have for Death, Total and Permanent Disablement (TPD) and Salary Continuance Insurance (SCI)
• The amount of the insurance premium you pay monthly for...

Your personalised Member Online dashboard will show you the dates you will reach:

• Your Commonwealth preservation age
• The age at which you may be eligible to access the Age Pension
• Gold State Super preservation age (if you have this type of account)

These dates may be not all be the same, depending on your...

On your Member Online dashboard and the ‘Contributions’ page, you can check how much you have contributed towards your concessional contributions cap.

Your concessional contributions cap is the total amount of before-tax contributions you can make before you may have to pay extra tax. If you make contributions over the...

Your Gold State Super Final Benefit is based on a formula which uses your Service Multiple, and your Final Remuneration. On your Member Online dashboard, we show how your Final Benefit is calculated, using the information available as at your last pay date.

This calculation does not consider transferred service from...

Once you’ve logged in to Member Online, navigate to the ‘Accounts’ page. You’ll see how much your annual fees would be, based on your current account balance being invested in your current investment plan. As your account balance or investment plan changes, so do your fees.

You can also select the...

Log in to Member Online and you’ll find your opening balance from the start of the current financial year on your dashboard and on the ‘Accounts’ page.

If your account balance has grown, you’ll see the value is ‘up from’ your starting balance. If your account balance has decreased, it will...

This two-step security check – known as multi-factor authentication (MFA) – helps to make sure you are the only one who can make changes to your account.

It’s a simple process. When you request any changes to your account, you'll be prompted to verify your identity by entering a one-time code...

We’ve introduced this two-step security check – known as multi-factor authentication (MFA) – to help make sure you are the only one who can make changes to or apply for insurance.

It’s a simple process. When you request any changes to...

On your Member Online dashboard and the ‘Contributions’ page, you can check how much you have contributed towards your concessional contributions cap.

Your concessional contributions cap is the total amount of before-tax contributions you can make before you may have to pay extra tax. If you make contributions over the...

On your Member Online ‘Contributions’ page, you can check how much you have contributed towards your non-concessional (after-tax) contributions cap of $120,000¹.

Your non-concessional contributions cap is the total amount of after-tax contributions you can make before you may have to pay extra tax.

If you’re under the age of 75,...

This two-step security check – known as multi-factor authentication (MFA) – helps to make sure you are the only one who can make changes to your account.

It’s a simple process. When you request any changes to your account, you'll be prompted to verify your identity by entering a one-time code...

This two-step security check – known as multi-factor authentication (MFA) – helps to make sure you are the only one who can make changes to your account.

It’s a simple process....

Once you have logged in to Member Online, check the top right of your screen for an envelope icon.

When you have new items in your inbox, the number of unread items will appear in a red circle next to the envelope.

Once you’ve read all new items in your inbox, the...

At the moment, your member statements are the only documents to appear in the document section of your Member Online inbox. For the last two completed financial years, we’ll also have a link for you to access your online statement summary. You won’t need to log in separately to access...

It’s standard procedure for us to let you know via email, when you log in from a location or device that’s different from the original location or device you used when you first logged into Member Online. This is an additional security feature of the new Member Online and will...

There are a few things you can do:

1. Make sure we have your up-to-date details Member Online will use your mobile number or email address to send you a one-time security code when you make a change to your account, or if you log in from a different device or location....

Create a shortcut so you can easily access Member Online from your home screen. Select your browser for instructions:

• Safari browser
• Google Chrome browser
• Microsoft Edge browser

Step 1Open your Safari browser and type mol.gesb.wa.gov.au into the address bar.

Step 2Below the address bar, you’ll see an icon (square with...

Not all devices are compatible with passkeys and/or authenticators. Check your device compatibility.

To use a passkey, you need to have a device that can be unlocked using biometrics (fingerprint or facial recognition), a PIN or a swipe pattern.

To use an authenticator, your device needs to generate the one-time security...

Yes. Multi-factor authentication (MFA) is a two-step security check, which means you will need your password and username to log in.

You will also need to use a one-time code or passkey as the second step in the security check.

If you don’t complete both steps,

Please call your Member Services Centre on 13 43 72, Monday to Friday, 7.30am to 5.30pm (AWST).

Our Member Services Consultants can help reset your MFA method.

Passkeys generally only work on the device you have created them on - because they are something that’s unique to you and that specific device.

However, if you set up a passkey on your mobile phone, you may be able to log in to Member Online on other devices (for example,...

No. You can only set up one authenticator at a time.

This means if you’d like to change the authenticator you use to access Member Online, you will need to first remove the existing authenticator before setting up a new one.

As an Apple user, you may be able to set up and store an authenticator using the ‘passwords’ feature on your device (keychain), depending on your operating system. Devices with iOS 11 or later may have this functionality but please refer to Apple for full compatibility details.

If your device doesn’t...

If you have an Android or other device without internal authenticator features (including older Apple products), you may need to download an authenticator app on your device. This will generate the one-time code you enter to verify your identity.

Logging into Member Online on another device such as a computer or...

Operating system details are usually found in device settings, depending on your device.

Generally, for Apple devices:

1. Go to ‘Settings’
2. Tap ‘General’
3. Tap ‘About’
4. Look next to ‘iOS version’

Generally, for Android devices:

1. Go to ‘Settings’
2. Tap ‘About’
3. Scroll down and tap ‘Software information’
4. Look under ‘One UI version’

We don’t recommend setting up a passkey on a device that is not linked to you, such as a computer in a public library. Using a computer at work that someone else uses is also not advisable. You need to be able to access your passkey when you need to...

Member Online is a secure online portal which gives you access to your member account at any time. You can use Member Online to:

• Check your account balance, transactions and fees
• Download or print your member statements
• See your personalised investment dashboard and change your investment plan
• Learn when you can access your super...

Yes, you can access Member Online from a range of devices including your laptop or PC, smartphone or tablet. The layout might vary between your different devices, but the same information is there.

You can also add a shortcut to your mobile home screen to take you straight to the Member...

It only takes few minutes to register for Member Online.

• Have your 7-digit member number readyYou can find this on your member statement or any communication from us about your account

• Have your phone, or the device you use the most, with youThis will help make setting up your...

If you are not logged into Member Online and you don’t know your existing password, please see what to do if you’ve forgotten your password.

If you know your password and want to change it, first use your existing password to log in to Member Online. Then, you need to...