Protecting your MyServiceNSW Account with multi-factor authentication

How it works

Using multi-factor authentication when you log in helps secure your account by requiring more information than just your password. It reduces the chance of unauthorised access by cybercriminals, even if they obtain or guess your MyServiceNSW Account password.

When you turn on multi-factor authentication, you'll be asked for your password and to either:

• respond to the notification in your Service NSW app or
• enter a code that will be sent to you by SMS.

You can turn multi-factor authentication on or off at any time.

What you need

• a MyServiceNSW Account
• an Australian mobile number
• the latest version of the Service NSW app from the App Store or Google Play.

Turn multi-factor authentication on or off

Turn it on

1. Log in to your MyServiceNSW Account.
2. Go to 'Manage account'.
3. Go to 'Settings and security'
4. Go to 'Multi-factor authentication'
5. Follow the prompts to turn on multi-factor authentication.
   Note: You’ll be prompted to set up or update your mobile number and/or set up notifications on the Service NSW app.

Turn it off

1. Log in to your MyServiceNSW Account.
2. Go to 'Manage account'.
3. Go to 'Settings and security'
4. Go to 'Multi-factor authentication'
5. Follow the prompts to turn off multi-factor authentication.

Using multi-factor authentication

How it works

Each time you use multi-factor authentication to confirm it's you logging into your account, you can either: 

• respond to a notification or 
• use a secure one-time code.

If you are using multi-factor authentication on a desktop computer or using a browser (such as Chrome or Safari) on a mobile device, follow the instructions to receive a notification, one-time code or SMS code.

Notification

To respond to the notification we send to your phone:

1. Select the notification or open the Service NSW app. 
2. Log in to the app. 
3. To approve or deny access to your account either tap:
   1. 'Yes it was me' or
   2. 'No it wasn't me'.

One-time code

If you cannot receive the notification you can use the one-time code option.

To access the one-time code when you're prompted to complete multi-factor authentication:

1. Select 'Manually enter code' from the 'Confirm on your phone' screen.
2. On the app, navigate to the bottom of the home screen and select 'One-time code'. 
3. Enter the one-time code.

SMS code

1. Enter your details to log in to your MyServiceNSW Account.
2. You'll receive a 6-digit code on your Australian mobile phone.
3. Enter the 6-digits on the screen. 

Updating your mobile number or changing your phone

You can only have one mobile number on your account and multi-factor authentication can only be set up on one phone. Make sure you set it up on the device you use the most.

To set up or update your mobile number or the phone you use for multi-factor authentication, follow the instructions.

If your device is lost or stolen, call us on 13 77 88 or visit a service centre.