Complete two-step authentication

Use these instructions when signing in or recovering a forgotten password with My Account, if you have turned on two-step authentication.

Step 1: What page do you see? Is it the:

  • "Check your Authenticator app" page go to Step 2; or
  • "Check your mobile" page, go to Step 3.

 

Step 2: Should you have enabled two-step authentication using an authenticator app then you will see the "Check your authenticator app" page:

  • check your authenticator app installed on your mobile device;
  • enter the code shown on the app into the "Authentication code" field; and
  • click on the "Verify code" button.

NOTE: If you no longer have access to your mobile device, then click on the "recover my account" link located underneath the "Verify code" button. Further instructions can be found under the recover my account during two-step authentication chapter.

Once you have clicked the "Verify code" button return to either the:

 

Step 3: Should you have enabled two-step authentication using SMS then you will see the "Check your mobile" page.

Check the last three digits on the page relate to your mobile and ensure that you have that mobile to hand.

When ready, click on the "Send code" button.

 Check your mobile

NOTE: If you no longer have access to your mobile device, then click on the "recover my account" link located underneath the "Send code" button. Further instructions can be found under the recover my account in the two-step authentication chapter.

Step 4: You should now be able to see the "Verify your SMS code" page.

REMINDER: You must keep this page open while checking your mobile device.

 Verify your sms code

Step 5: Check your mobile device for a six (6) digit verification code.

REMEMBER: It can take several minutes for an SMS to be delivered.

 sms code

If you did not receive the SMS:

  • Check the last three digits on the "Verify your SMS code" page relate to your mobile.

NOTE: If you no longer have access to your mobile device for SMS, then click on the "recover my account" link located underneath the "Send code" button.

Further instructions can be found under the recover your account during two-step authentication chapter.

  • Check your network is available.
  • If there is still no SMS, get a new verification code by clicking on the "Get new code" button, however, note that any previous verification code(s) sent will no longer work.

Step 6: Enter your six (6) digital verification code into the "Verification code" field, and then click on the "Verify code" button.

 Verify your sms code

Step 7: Success will be confirmed via a "Mobile number verified" page. Next, click on the "Continue" button.

 Mobile number verified

Once you have clicked the "Verify code" button return to either the: