What do I do if I've forgotten my password?

To reset your forgotten password, start on the Member Online login page. Enter your member number as if you were logging in, but then instead of entering your password, select the ‘Forgotten your password?’ link under the password box.

This image shows the Member Online homepage, highlighting the ‘Forgot password’ link under the ‘Need help?’ menu.

To make sure only you can reset your password, we’ll send you a code to your mobile or email for our two-part identity check known as multi-factor authentication (MFA) first.

This screenshot shows part of the two-part identity check for changing passwords

Once you’ve completed this identity check, you can choose a new password in line with our password requirements.

Your password needs to have:

  1. At least eight characters
  2. An upper-case letter
  3. A lower-case letter, and
  4. A number

To make your password stronger, we recommend you use at least 12 characters, as longer passwords are harder to crack.

This screenshot shows the ‘Change your password’ page, the box to enter your new password and ‘Change your password’ button

Once you’ve entered your new password, select the ‘Change your password’ button to confirm. If your new password meets our security requirements, you’ll be logged into Member Online and see a message appear on the screen  that you’ve successfully reset it. We’ll also send you an email to confirm that you have changed your password.

Page last updated 13 November 2022

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