FAQs

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.

Multi-factor authentication (MFA) is when you use two or more different methods or ‘factors’, such as a password and a code, to verify your identity when accessing an online account.

It’s a security measure that helps to protect your online accounts by making it harder for unauthorised people to gain access.

MFA...

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.

An authenticator app is a mobile application that provides extra security for your online accounts by generating random one-time codes. They are used for accessing online accounts with multi-factor authentication enabled, such as Employer Online.

Authenticator apps are generally considered more secure than receiving a code by SMS or email.¹...

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.

If your organisation has authorised you to access Employer Online, you can log in using your employer number, user ID, password, and verification code, which you can find in your authenticator app.

You will need to verify your identity using multi-factor authentication (MFA) to log into your account. MFA helps protect...

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...

If you are unable to log in to Employer Online, you will need to contact our Payroll General team to request your MFA to be reset.

Once you have been notified that your MFA has been reset, simply log in to Employer Online and set up MFA again for your...

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,...

Mobile devices are usually easily accessible when logging in to an online account from different locations.

If you are using a second device to receive verification codes - for example, logging in with a desktop computer or laptop and using a mobile phone for verification codes - this also makes it...

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...

The security of your data and funds is our priority. Introducing multi-factor authentication (MFA) is just one of the measures we are taking to protect our online systems, so your organisation’s information and our member’s super stays safe. MFA provides an extra layer of security by making it more...

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...

If you are processing contributions for more than one agency or organisation, you will need to log in using a different authenticator code for each employer.

This means you will need to have set up multifactor authentication separately for each employer in Employer Online.

Most authenticator apps, including Microsoft Authenticator and...

We may call you about your super, if:

• We’re getting back to you about a query you’ve made, such as an email or Member Online enquiry
• You’ve submitted an insurance claim or complaint
• You’ve made a request to discuss and book a Retirement Options Service appointment

We may send you an SMS for specific...

The first time you log in to Employer Online to reset your password, you will need to set up multi-factor authentication.

1. Go to the Employer Online log in page and enter your employer number, user ID and password
2. Open your authenticator app and choose the option that will allow you to...

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....