Add or change a mobile phone or phone number

Updating your mobile number

You can only have one mobile number on your account. 

If you update your mobile number on one of your account services we'll also update the mobile number:

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

Using the app

1. Log in to the Service NSW app.
2. Select the person icon. 
3. Select your personal details (name and email address).
4. Select your Australian mobile number.
5. Follow the prompts to update your number.

On the website

1. Log in to your MyServiceNSW Account.
2. Go to 'Manage account'.
3. Go to 'Personal details'. 
4. Follow the prompts to update your number.

Set up multi-factor authentication on your phone

You can only have one device set up for multi-factor authentication at a time. Make sure you set it up on the device you use the most. Once you've set up a device, you'll be able to see the device listed in your multi-factor authentication settings. 

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

Remove a mobile phone

1. Log in to the app on the phone currently set up for multi-factor authentication. 
2. Go to ‘Settings’. 
3. Go to ‘Multi-factor authentication’. 
4. Select your phone. 
5. Select ‘Remove’. 

Add a new mobile phone

1. Log in to the Service NSW app.
2. Go to 'Settings'.
3. Got to 'Multi-factor authentication'.
4. Select 'Continue with set up'.

Allow notifications

If you do not have notifications enabled for the Service NSW app, you'll need to enable them from your phone settings to continue.

Make sure you've allowed notifications to display on your lock screen and banners.

For help managing notification settings, visit Apple support or Android support.

Lost or stolen mobile phone

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