Admission application frequently asked questions

Simply visit myapp.monash.edu and click on the Sign Up button to kick off the registration process.

The Welcome email may have gone to your spam or junk folder.

If you have forgotten your password, you can generate a new password:

1. Go to My.App login page
2. Click the Reset it link to go to the Reset Password request page
3. Enter your email address and click Send Reset Email
4. My.App will send you an email to reset your password

If you don’t receive any emails then you may have mistyped your email address. Contact Monash Connect to check and correct it.

Multi-Factor Authentication (MFA) adds another layer of security to your data by verifying your identity when you log into My.App.

Each time you log into your account, you’ll receive a one-time security code at either your email or on your mobile phone (depending on the method you chose when you created your My.App account).

This means if somebody has your login details, they won’t be able to log into your account unless they also have your mobile phone or access to your email.

Your personal data is important. By registering for Multi-Factor Authentication (MFA), you can be sure that it’s only you logging into your account and accessing your data.

If you need to update the mobile number or email you use for MFA, just contact the Service Desk.

There are several error messages that might appear while registering your phone for MFA.

Unsupported country

We apologise for the inconvenience but it looks like your mobile number’s country code is not supported.

If you get this error message, it means MFA using mobile is not available in your country. In this case, you’ll need to choose the email option to verify your identity instead.

Unsupported number

We apologise for the inconvenience but it looks like your mobile number is not currently supported.

If you get this error message, it means your location is not within our currently supported range. In this case, you’ll need to choose the email option to verify your identity instead.

Too many verification attempts

Unable to send you a verification code at this time. You may have attempted too many verifications in the last hour. Please try again later.

Our system limits the number of messages sent out by a single user per hour. If you receive this error message, wait an hour before attempting to verify your number again.

Mobile SMS

The verification code is sent to your mobile just like any other SMS.

If you can’t see an error message on the MFA registration page when you request your code via SMS, then the issue may be related to your device. There are a few things you should do:

• Make sure you have service Check your device to ensure it has a signal and is able to send and receive messages.
• Make sure you’ve entered your number correctly Check the number you provided on the MFA registration page is correct and has the right number of digits for your country.
• Make sure international roaming is turned off If international roaming is active on your device, you may not receive the verification code SMS.
• Restart your phone If you still haven't received your verification code, try turning off your mobile phone and restarting it.

If you’re still unable to receive your verification code, try selecting the email option on the MFA registration page.

Email

If you’re having trouble receiving your verification code email, try checking your spam and promotions folders, any inbox filters or rules, and your available storage. If you’re still unable to receive your verification code, contact the Service Desk.

In addition to the purposes set out in the Admissions Privacy Collection Statement , the number you register for MFA will be used to send you a unique code when you log in so we know it's you.

This may be because the browser you're using is not compatible with My.App. Google Chrome is the recommended browser. Safari and Firefox are not supported browsers.