Add or change a mobile phone or phone number

Lost or stolen mobile phone

If your mobile phone or device is lost or stolen, call us on 13 77 88 or go to a Service NSW Centre.

Update your mobile number

You can only have one mobile number on your account. 

If you update your mobile number, we'll update the mobile number:

• on your MyServiceNSW Account
• when used for multi-factor authentication.

Using the Service NSW app

1. Open and log in to the Service NSW app.
2. Select the profile or 'person' icon.
3. Select 'Personal details'.
4. Select 'Australian mobile number'.
5. Follow the prompts to update your mobile number.

Using the MyServiceNSW Account

1. Log in to your MyServiceNSW Account.
2. Go to 'Manage account'.
3. Go to 'Personal details'.
4. Select 'Update' next to 'Australian mobile number'.
5. Follow the prompts to update your mobile number.

Set up multi-factor authentication on your mobile phone

Follow the instructions to set up multi-factor authentication.

Make sure you set up multi-factor authentication on the device you use the most. You'll be able to see the device listed in your multi-factor authentication settings.

If you change your mobile device, you’ll need to remove your old device and set multi-factor authentication up on your new one.

Change mobile phone using the Service NSW app for multi-factor authentication

You can only use the Service NSW app for multi-factor authentication on one device.

Remove the Service NSW app as a multi-factor authentication method from your old mobile phone

1. Get your old device.
2. Open and log in to the Service NSW app on the device currently set up for multi-factor authentication.
3. Select the profile or 'person' icon.
4. Select 'Security settings'.
5. Select 'Multi-factor authentication'.
6. Select 'Notifications' which includes the name of your device.
7. Select 'Remove'.

If you cannot see a 'Remove' button or do not have your old device anymore, follow the steps for lost or stolen mobile phone.  

Add the Service NSW app as a multi-factor authentication method on your new mobile phone

1. Get your latest device.
2. Download and install the Service NSW app.  
3. Open and log in to the Service NSW app.
4. Follow the prompts to set up your app.  
5. Select the profile or 'person' icon.  
6. Go to 'Security settings'.
7. Go to 'Multi-factor authentication'.
8. Select 'Notifications' and follow the prompts.

To get multi-factor authentication notifications, you’ll need to allow them in the Service NSW app. Make sure you allow notifications to display on your lock screen and banners. 

For help managing notification settings, go to Apple support or Android support.

Change mobile phone using authentication app for multi-factor authentication

Remove authenticator app as a multi-factor authentication method from your old mobile phone

1. Get your old device.
2. Log in to your MyServiceNSW Account.
3. Go to 'Manage account'.
4. Go to 'Personal details'.
5. Go to 'Security settings'.
6. Go to 'Multi-factor authentication'.
7. If using an authenticator app, select 'Remove'.  

Add authenticator app as a multi-factor authentication method on your new mobile phone  

1. Get your latest device.
2. Download and install the same authenticator app you were using. For example, Google Authenticator or Microsoft Authenticator on the App Store or Google Play.
3. If you back up to the cloud:
   • Log in to the Google Authenticator app with the Google Account associated with your old authenticator. Your accounts should automatically restore.  
   • Log in to the Microsoft Authenticator app with the Microsoft Account associated with your old authenticator. You will be prompted to restore your accounts.  
4. If you do not back up to the cloud:  
   • Log in to your MyServiceNSW Account.  
   • Go to 'Manage account'.  
   • Select 'Personal details'.  
   • Select 'Security settings'.  
   • Select 'Multi-factor authentication'.
   • On the 'Authenticator app' card, select 'Remove'.
   • Follow the prompts.