If you’re unable to log into your account, you can try resetting it yourself, or get some help from our Service Desk.

Reset your password with the self-service tool

If you previously registered your mobile number for self-service password reset, you can simply use the password reset tool.

Once you have your password and MFA working, don’t forget to check that your mobile number is registered to reset your own password.

Reset MFA using backup codes

If you've registered for backup codes or you have another MFA device available, you can follow the prompts to get back into your account using our self-service MFA reset tool.

Locating your backup codes

If you have forgotten where you saved your backup codes, log into the MFA reset tool and follow these instructions to find your backup codes.

Need more help?

If you haven’t registered to use our self-service password reset tool or downloaded backup codes, you’ll need help from our Service Desk.

Identity verification

Give the Service Desk a call and we’ll organise a quick Zoom session to visually verify your identity. This is to keep your account secure – you won’t need to send any documents and it will only take a few minutes.

You’ll be asked to present either your M-Pass or one of the following:

• Passport (Australian or foreign)
• ImmiCard
• Australian driver licence or learner permit, or foreign driver licence
• Australian proof of age card
• Adult firearms or shooter's licence
• Australian security licence or crowd controller licence.