Set up multi-factor authentication

Multi-factor authentication (sometimes known as 2-step authentication) will soon be required for all MyServiceNSW Accounts. This is to help keep your account secure. This means when you log in to your account, you’ll need more than just your password. You’ll also need to enter a code or respond to a notification.  

How it works

Each time you log into your MyServiceNSW Account, you'll need to enter your password and either:  

  • enter a 6-digit code, or
  • respond to a notification.

We recommend you set up, turn on and use multi-factor authentication to log in to your MyServiceNSW Account. This includes using your MyServiceNSW Account to log in to transactions offered by Service NSW or other government organisations as well as accessing the Service NSW app or Business Profile.

What you need

Set up multi-factor authentication

Using the MyServiceNSW Account

  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 select a multi-factor authentication method and set up:
    1. text message (SMS), or
    2. the Service NSW app, or
    3. an authentication app.
  6. Select ‘Turn on’ (if shown) on the 'Multi-factor authentication' screen to complete the set up.

Using the Service NSW app

  1. Open and log in to the Service NSW app.
  2. Select the profile or 'person' icon. Go to 'Security settings'.
  3. Go to 'Multi-factor authentication' and select a multi-factor authentication method to set up:  
    1. text message (SMS), or
    2. the Service NSW app.
  4. Close your Service NSW app. Then, log in to your MyServiceNSW Account.
  5. Go to 'Manage account'.
  6. Go to 'Settings and security'.
  7. Go to 'Multi-factor authentication'.
  8. Select ‘Turn on’ (if shown) on the 'Multi-factor authentication' screen to complete the set up.

If using the Business Bureau app or a Business Profile

  1. Log in using your Business Bureau app or Business Profile using your MyServiceNSW Account.
  2. Go to ‘Edit profile’.
  3. Under the title ‘Security’, select ‘multi-factor authentication’.
  4. Select a multi-factor authentication method follow the prompts to set it up.  
  5. Select ‘Turn on’ (if shown) on the 'Multi-factor authentication' screen to complete the set up.

How each method works

Each time you log in to your account, you’ll need to:  

  • respond to a notification or get a one-time code in your Service NSW app, or
  • enter a code generated via an authenticator app, or
  • enter a code sent via text message (SMS).

The Service NSW app or a reputable authenticator app (for example, Microsoft Authenticator or Google Authenticator) are the most secure methods of multi-factor authentication.

To get notifications in your Service NSW app, you’ll need:

  • access to the internet or have mobile data turned on
  • notifications turned on under the app settings
  • to allow notifications so that they display on your lock screen and banners (for help, go to Apple support or Android support). 

To respond to the notification we send to your device:

  1. Select the notification or open the Service NSW app.
  2. Log in to the app.
  3. Respond to the 'Authentication request' by selecting either:
    1. 'Yes, it was me' to approve access to your account and then go back to your account, or
    2. 'No, it wasn't me' to deny access to your account.

One-time code in your Service NSW app

You can use the one-time code if you do not have access to the internet and mobile data, or did not receive the notification in the Service NSW app.

To access the one-time code:

  1. Select 'Manually enter code' from the 'Confirm on your phone' screen.
  2. Open the Service NSW app. Navigate to the bottom of the homescreen and select 'One-time code'.
  3. Enter the one-time code on the screen.

You can use an authenticator app if you do not have access to the internet or an Australian mobile number.
For example, if you are overseas.

To access the authenticator app when you're prompted to complete multi-factor authentication:

  1. Open your authenticator app on your device.
  2. Copy the 6-digit code shown in the app. The code refreshes every 30 seconds.
  3. Enter the 6-digit code on the log in screen.

Text message (SMS)

You’ll need mobile reception to get a code via text message.

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

Why setting up 2 methods is important

We recommend you set up at least 2 methods of multi-factor authentication. This is so you can always access your account. For example, if you do not have mobile reception or are overseas.

Change mobile phone or mobile number

You can only have one mobile number on your account. You can only use the Service NSW app for multi-factor authentication on one device.

Make sure you set up multi-factor authentication on the device you use the most.

Follow the instructions to change mobile phone or mobile number.

Lost or stolen mobile phone

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

Last updated: 26 March 2025