Member Online FAQs

You’ll be asked to complete the two-step security check - known as multi-factor authentication (MFA) - when you request any changes to your account or if you log in from an unknown location, device or IP address.

If you think your member number or password has become known to someone else, you should immediately change your Member Online password and contact us as soon as possible. For this reason, it’s important to keep information related to your account in a secure location.

We introduced the simple two-step security check - known as multi-factor authentication (MFA) - to help protect your account from fraudulent activity. By using the one-time code we send to your mobile or email address, we can help to make sure only you have access to your account.

Once you’ve logged in to Member Online, visit the ‘Insurance’ page.

Select the ‘Apply for insurance’ button.

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

As...

Your mobile number is generally the more secure way to receive your security code, since you’ll need to have access to your mobile device to view your security code. Emails can be accessed through a range of devices, so may not be as secure.

Updating your password regularly can help make sure your account is kept secure and safer from unauthorised access.

When you change your password, we’ll check if your password is commonly used or if it has been compromised, so you know to choose a more secure option if necessary.

On your Member Online dashboard, you can find information about your current investment plan, including investment returns and the mix of Growth and Defensive assets. If you have changed investment plans in the current financial year, you can find detailed information about that plan in the investment page. Just select...

MFA is a two-step security check we use when you request any changes to your account or if you log in from an unknown location, device or IP address. This is designed to make sure only you have the ability to make changes to your account, to help protect your...

For security reasons, you are not able to change your name in Member Online.

If you need to change your name, please download and complete the 'Change of details' form for...

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 your details.

It’s a...

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...

In order to protect your account information, especially with the rise in cyber attacks, we’ve added additional security features to Member Online.

If you haven’t logged in since 1 July 2020, you’ll need to register again, so you can set up your two-step security preference.

Your statements are in your Member Online inbox, which you can access by clicking the envelope icon on the top right-hand side of your screen.

You’ll know when you have unread mail, such as a new statement, as a red...

No you don’t. While you do need your member number to register for Member Online, you can choose to use your email address as your username. We’ll confirm your user name in the registration confirmation email. If you are already registered, you can update your username in the personal details...

If you’re already registered, you’ll need to use your member number as your username to log in for the first time. After that, if you’d rather use your email address instead of your member number to login to your Member Online account, you can update your username in the personal...

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...

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 your account.

It’s a simple process. When you request any changes to your account, we’ll send a security code to your mobile number or...

To access and log into Member Online, you can use:

• Google Chrome
• Safari
• Microsoft Edge
• Mozilla Firefox

We support the latest two versions of these browsers and recommend you enable automatic updates to your browser, so your version stays up-to-date.

We don’t encourage the use of Microsoft Internet Explorer. That browser is no longer supported by...

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...

You can find your member number on:

• Your member statement
• Your welcome letter
• Other letters or emails you have received from us

Member statement

Welcome letter

If you can’t use these documents to find your member number, you can call us on 13 43 72, Monday to Friday, from 7.30am until 5.30pm (AWST)....

Once you’ve logged in to Member Online, visit the ‘Personal details’ page.

You’ll find a section named ‘Account details’ and ‘Not provided’ will appear next to your tax file number (TFN) if we don’t have your TFN.

Select the ‘Provide your TFN to us’ button.

If we already have your TFN, this will...

You can use Member Online to change your occupation category, sum insured, fix your cover or change some other details.

If you’ve decided to make changes to your insurance, log in to Member Online and visit the ‘Insurance’ page.

You’ll find an option to ‘Change your insurance’. Select this button.

You’ll be directed...

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...

Once you’ve logged in to Member Online, visit the ‘Insurance’ page.

You can see your occupation category and details of your cover . You could have the following types of insurance:

• Death (including terminal illness) cover
• Total and Permanent Disablement (TPD) cover
• Salary Continuance Insurance (SCI) cover

For each type of insurance you have, you...

First, log in to Member Online and find your current account balance on your Member Online dashboard. If you have more than one account, click the link to ‘show details’ for that account and you can also see:

• The opening balance of your account for this financial year
• How much money has...

On your Member Online dashboard, you can see:

• Your current investment plan
• The investment return that plan has delivered over the current financial year to date as a percentage
• The mix of Growth assets and Defensive assets for your plan

You can also see the returns for your plan in more detail from the...

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 your super account.

It’s a simple process. When you request any changes to your account, we’ll send a security code to your mobile number...

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...

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...