Keeping your information secure is important to us. While passwords provide protection, they can be compromised through phishing, malware, credential theft or data breaches. Multi-Factor Authentication (MFA) adds an extra layer of security by requiring two forms of verification when you log in: your password and a code generated by your authenticator app.
This means that even if someone obtains your password, they cannot access your account without also having access to your authenticator app. This significantly reduces the risk of unauthorised access to your personal information.
We use a Time-based One-Time Password (TOTP) authenticator app, which generates a unique code that changes regularly and can only be used once.
How do I set this up?
You will only have to set up Multi-Factor Authentication (MFA) once and it will only work if you have an email address listed on your membership.
Step 1: Download an authenticator app
Download an authenticator app to your mobile device. We support most Time-based One-Time Password (TOTP) authenticator apps. Most commonly used apps include:
Step 2: Sign into your membership account
Go to the Membership login page and sign in using your email address and password.
If you do not already have an online account or have forgotten your password, select Forgot Password and follow the prompts.
After you sign in, you'll be asked to set up MFA. A QR code and a setup code will be displayed on screen.
Step 3: Connect your authenticator app
Open your authenticator app to add a new account.
If you are using a computer or a second device to access the Membership Portal, scan the QR code with your app.
If you are using the same mobile device for both Membership Portal and your authenticator app, enter the unique set up code into the app (either copy and paste or type manually).
Your authenticator app will generate a six-digit verification code that refreshes every 30 seconds.
Step 4: Enter the verification code
Return to the Membership portal and enter the six-digit verification code displayed in your authenticator app.
Step 5: Complete setup
Once the code is verified, you'll be signed in to your membership account. The next time you sign in, you'll enter your email address and password first, then enter a verification code from your authenticator app.
Do I need internet connection to generate verification codes?
No. After the initial setup, verification codes are generated on your device. You can use them even if your phone has no internet or mobile network connection.
Why does my verification code keep changing?
TOTP codes are time-based and update every 30 seconds. This improves security by limiting how long each code can be used. If a code expires, enter the latest code displayed in your authenticator app.
What should I do if my code is not working?
If your code is not accepted:
Ensure you are entering the current code shown in the authenticator app.
Check your device's date and time settings are set to update automatically.
Wait for a new code to appear and try again.
Contact us for support if the issue persists.
What happens if I get a new phone?
Before replacing your phone, transfer your authenticator accounts if your app supports this feature. Also keep any recovery or backup codes in a secure location so you can regain access if needed.
What if I lose access to my authenticator app?
If your phone is lost, stolen, reset or the authenticator app is removed, you may not be able to sign in. Use your recovery method or contact us to restore access to your account.
Can someone access my account if they know my password?
No. MFA requires both your password and a valid verification code from your authenticator app or recovery method. This provides stronger protection than a password alone.
Should I share my verification code with anyone?
No. Never share your verification code. This includes colleagues, administrators and support personnel. Legitimate support teams will never ask for your current verification code.
What are the best practices to safe guard my online account?
To help keep your account secure:
Use a strong, unique password
Keep your authenticator app up to date
Protect your mobile device with a PIN, fingerprint, or facial recognition
Store recovery or backup codes in a safe location
Never share authentication codes
Report any suspicious activity immediately
What if I don't want to use MFA or install an App?
You will not be able to access or manage your membership through the portal. You can still join and maintain your membership by contacting us via:
Web Messaging
Phone
Membership renewal payments can be made using:
Credit card via our 24/7 self-service phone payment system (IVR) or with an agent during the Membership call centre operating hours
BPay
Australia Post using the bar code printed on your mailed renewal notice
Our team will be happy to help you with any membership related queries.