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

To reset your password, start on the Member Online login page.

1. Enter your username as if you were logging in, but then instead of entering your password, select the ‘Forgot password?’ link under the login button.


2. To make sure only you can reset your password, you'll need to verify your identity by completing multi-factor authentication (MFA) first.


3. 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.


4. 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 a message will appear on the screen to confirm that you have changed your password. You'll also receive an email confirmation that your password has changed.