My account guides and help instructions

This page is for: 

My Account provides a single secure sign-in process for customers to access our digital services and is your digital identity with us. 

My Account is a user-friendly facility that brings modern sophisticated privacy and security measures to protect your personal information now and into the future. It simplifies access to our digital services through the use of one sign in entry point. This means you only need to remember one email and one password for any of our services, as they become integrated with My Account.

To ensure your security, when you first sign in you may be prompted to reset your password if it does not meet requirements.

My Account is currently integrated with:
  • FuelWatch
  • Geophysical Survey Index (MAGIX)

As more digital services integrate with My Account their links will become available above.

The My Account self-help guides below are designed to step you through common functions:

How to sign in to an existing account

Step 1

Start at the "Sign in" / "Create an account" page.

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To navigate to the “Sign in / Create an account” page, please select the link to the required application:

Can you see the above "Sign In" / "Create an Account" page?

  • Yes: continue to Step 2
  • No: Use the Sign In option visible in top right-hand corner of the page.

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Or, if you are a FuelWatch subscriber, you will see the “Sign in” link located in the top right hand corner: 

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  • Step 2: Please enter your email address and password/passphrase then click on the “Sign in” button.
  • Step 3: On the screen, what label is located top of the white section. Is it:

Screen (label)

What it means (how to resolve)

the required digital service?

You have successfully signed in.

still the “Sign in / Create an Account” page?

Go to Sign in errors to help resolve this error.

the “Authenticator app” page?

You have set up two-step authentication using an authentication app.

the “Check your mobile” page? You have set up two-step authentication via SMS.
the “Set a new password” page? You are required to reset your password.
the “Terms and Conditions” page You are required to agree to amended terms and conditions.

NOTE: To resolve the issue, move through each of these above options, as or if they are relevant.

Sign in errors

  • Note the error message you have encountered and use the table directly below to match your error message with the correct instruction or action:

Error Message

Customer Instructions / Action

Your sign in details are incorrect.

Check that your email address and password / passphrase are correct and click “Sign in” again.

Please contact the Department for Assistance.

In this instance further investigation is required and the issue requires escalation.

Please contact the DMIRS to report the issue for escalation. Contacted details are listed at the end of this document.

In order to complete the “Sign in”, the CAPTCHA is required.

If you have incorrectly entered your password/passphrase more than 10 times, you will be prompted to complete a CAPTCHA. The CAPTCHA is a security mechanism that will remain in place until the CAPTCHA has been successfully completed either as part of this or the next sign in attempt.

A CAPTCHA process ensures you are a REAL person and not an automated system trying to “brute force” access into your account.

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  • After resolution, return to Step 3.

Two-step Authentication – via authenticator app

Should you have two-step authentication enabled via the authenticator app then:

  • Check your authenticator app and enter the code shown on the app; and
  • Click on the “Verify code” button.

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If you no longer have access to your authentication device, then click on the “recover my account” link located underneath the “Verify code” button and go to the “Recover my account” section of this How To guide. 

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  • Otherwise, return to Step 3.

Two-step Authentication – via SMS

Should you have two-step authentication enabled via SMS, then:

  • Confirm you can see a “Check your mobile” page requesting an authentication code.
    • Click on the “Send code” button.

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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 and go to the “Recover my account” section of this How To guide.

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  • Otherwise, you should now be able to see the “Verify your SMS code” page. On this page you enter the Authentication code received on your mobile phone, via SMS, and then click on the “Verify code” button.

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NOTE: If you no longer have access to your mobile device for SMS, then click on the “recover my account” link located underneath the “Verify code” and “Get new code” buttons, and go to the “Recover my account” section of this How To guide.

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  • Success will be confirmed via a “Mobile number verified” screen. Next, click on the “Continue” button.

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  • Return to Step 3.

Set a new password

  • Upon signing in, if your current password does not meet the minimum password requirements, you will be prompted to reset your password:
    • Enter a new password/passphrase and click on the “Set new password” button.

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NOTE: The password (also referred to as a passphrase):

  • Must be at least 14 characters long (we suggest an easy to remember phrase of 14 or more characters which has meaning to you).
  • Is case sensitive.
  • Must not contain any part of the email address.
  • Must not be a password which has been identified as being insecure.
  • Can contain spaces.
  • Does not need to have one upper case, one number and one special character.

If you are being asked to reset your password it is because our security systems have detected that your password either, no longer meets our password rules, or is on a compromised list.

This does not mean that your account has been compromised but resetting your password will help to ensure your account remains safe. If you believe someone has access to your account that shouldn’t have, then please advise us immediately.

 

After resolution, return to Step 3.

Amended Terms and Conditions

When the terms and conditions have been amended, you will be prompted to agree to the new terms and conditions.

  • To agree, click on the checkbox titled “I agree to the terms and conditions”, and
  • Clilck on the “Sign in” button.

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At this point you should be signed into your required digital service. 

If there is still an issue, return to Step 3.

Two-step Authentication – Recover my account

If you have lost your mobile or authenticated device and clicked on the “recover my account” link located at the bottom of an earlier screen:

  • You should now be able to see the “Recover my account” screen;
  • Next, click on the “Send code” button:

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  • An “Account recovery request” email will be sent to your nominated recovery email address:
    • You will need to keep the page open while checking your email:

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  • You will need to obtain the recovery code from this recovery email;

Trouble shooting

REMEMBER: It can take up to 10 minutes for the email to be delivered.

If you did not receive the email:

  • Check your Junk, Spam or Trash folders.
  • If there is still no email, try a new verification code by clicking on the “Get new code” button again, however note that any previous verification code(s) sent will no longer work.

NOTE: If, after 10 minutes of retrying the above instructions you are still not receiving a “Recovery code” email, there may be a technical issue. Please contact the Department for further assistance. Contact details can be found at the bottom of this document.

  • Next, with the recovery code from your email, enter the code into the “Recovery code” field and click on the “Verify code” button:

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NOTE: You have 20-minutes from when the email was sent, to enter the recovery code and click on the “Verify code” button.

  • The next “Recover my account” screen confirms the recovery email has now been confirmed and that two-step authentication can now be removed;
  • Next, click on the “Continue” button:

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  • You should now be able to see the My Account “Thank you” screen, this screen provides you the choice to either:
    • return to the digital service you signed in from, by clicking on the “Continue to your digital service” link, or
    • click on “Manage my account” link, to make further changes should you wish to do so:

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NOTE: You will also be sent an “Account recovery completed” email (to your usual email address), to confirm successful completion of this process.

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  • After resolution, return to Step 3.

 

How to create my account

When creating an account, you are also creating your online digital identity with DMIRS.

A digital identity is an electronic representation of you as an individual. It enables you to be sufficiently identified when accessing online services. More information about digital identities can be found on the Federal Government's Digital Transformation Agency website.

Your information will remain private and protected.

Getting started

To create a digital identity you will:

  • require a valid email address that is your own and not shared with another individual or group;
  • need to provide your Given name/s and Family name; and
  • need to create a unique password (passphrase) of at least 14 characters in length.

Supplying a name helps us identify you. Your name will be:

  • displayed when you are signed into one of our digital services;
  • displayed when we email you; and
  • displayed and used when you contact us for assistance, because it helps us to find your account.

You will be asked to verify your email.

Email verification is part of the security process to ensure you are the owner of, and have access to, the email. 

Creating your My Account

Step 1

Start at the "Sign in" / "Create an account" page.

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Can you see the "Sign in" / "Create an account" page?

Yes: continue to Step 2.
No: Use the ‘Sign In’ option visible in top right-hand corner of the page.

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Or, if you are a FuelWatch subscriber and on the FuelWatch page, you can find the “Sign in” link located in the top right hand corner:

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Step 2

To start the "Create an account" process, go to the "Create an account" link, located at the bottom of the page.

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Step 3

Enter your email address into the Email field, then use the "Send code" button.

REMINDER: Keep the page open while proceeding to Step 4.

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Step 4

Check your email for the account verification code.

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REMEMBER: It can take up to 10 minutes for the email to be delivered.

If you did not receive the email:

  • Make sure you entered the correct email address. If the wrong email address was entered then clear the email field, enter the correct email and click the "Send code" button again.
  • Check your Junk, Spam or Trash folders in your email application.
  • If there is still no email, try a new verification code by using the "Get new code" button.

If, after 10 minutes of retrying the above instructions you are still not receiving an "Account Verification Code" email, there may be a technical issue. Please contact the department for further assistance. Contact details can be found at the bottom of this page.

Step 5

Enter the verification code and the use the "Verify code" button.

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You have 20 minutes from when you send the email to when you enter the verification code and click the "Verify code button.

If you are encountering issues, check to ensure that the verification code you entered matches the verification code from the email you received. If you used a Cut&Paste function then check to make sure you have removed any extra spaces from before or after the code.

If the verification code still does not work, use the "Get new code" button to get a new verification code.

Step 6

Please confirm the supplied email is correct, then

  • use the "Continue" button to finalise the Create an account process, or 
  • use the "Back" button to go back and change your email address.

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Step 7

Complete the ‘Create an account’ process by supplying the remaining required information.

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The password:

  • Must be at least 14 characters long (suggest an easy to remember phrase of 14 or more characters which has meaning to you).
  • Is case sensitive.
  • Must not contain any part of the email address.
  • Must not be a password which has been identified as being insecure.
  • Can contain spaces.
  • Does not need to have one upper case, one number and one special character.

You must then enter your “Given name(s)” and “Family name” into the relevant fields.

Lastly, ensure you have checked the box for the Terms and Conditions you do not agree with them.

Terms and Conditions set out the rights and responsibilities of anyone using our digital services. If you don’t agree with the Terms and Conditions then you will not be able to use our digital services, in this instance please contact us to discuss alterative arrangements.

You may wish to review our privacy statement which covers how we treat your information.

Step 8

Once the "Create an account" process is complete, you will be directed to the digital service. You will also receive the "Account Created" email.

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How to recover a forgotten password

Step 1

Start at the "Sign in" / Create an account’ page.

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To navigate to the “Sign in / Create an account” page, select the link to the required application.

Can you see the "Sign in / Create an account" page?

Yes: continue to Step 2.
No: use the Sign In option visible in top right-hand corner of the page.

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Or, if you are a FuelWatch subscriber, you will see the “Sign in” link located in the top right hand corner:

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Step 2

To start the Forgotten Password process, use the "I forgot my password" hyperlink located below the "Sign In" button.

Step 3

Next, you will need to verify your email:

  • Enter your email into the ‘Email’ field, follow by the ‘Send code’ button.

REMINDER: Keep the page open while waiting for the verification code email to arrive.

Email verification is part of the security process to ensure you are the owner of, and have access to, the email.

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Step 4

Check your email for the account verification code.

REMEMBER: It can take up to 10 minutes for the email to be delivered.

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If you did not receive the email:

  • Make sure the correct email address was entered. If the wrong email address was entered, simply re-enter the correct email then the "Send code" button again.
  • Check your Junk, Spam or Trash folders.
  • If still no email has been received, then you may not have an account with us, as only existing accounts will receive an email. If there you have no existing account then please refer to the How to Create an Account instructions.
  • If you still do not receive an email, then try a new verification code by using the "Get new code" button.

If, after 10 minutes the email still has not been received, please retry the above instructions. After a retry, if you are still not receiving an "Account verification code" email, there may be a technical issue. In this instance, please contact us for further assistance. Contact details can be found at the bottom of this page.

Step 5

Enter the verification code you received in your email by using the "Verify code" button.

You have 20 minutes from when the email was sent to entering the verification code and using the "Verify code" button.

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If you are encountering issues, check to make sure the verification code you entered matches the verification code from your email, and that you have removed any spaces from the start or end of the code.

If the verification code does not work, please use the "Get new code" button.

Step 6

Please confirm the supplied email is correct, then

  • Use the "Continue" button to finalise the Forgotten Password process, or
  • Use the "Back" button to go back and change your email address.

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Step 7

Enter a new password and click the ‘Submit’ button.

The password (also referred to as a passphrase):

  • Must be at least 14 characters long (we suggest an easy to remember phrase of 14 or more characters which has meaning to you).
  • Is case sensitive.
  • Must not contain any part of the email address.
  • Must not be a password which has been identified as being insecure.
  • Can contain spaces.
  • Does not need to have one upper case, one number and one special character.

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Step 8

You will receive an email titled ‘Your password has changed’.

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How to change your password via "Manage my account"

Step 1

Your password can be modified via the "Manage my account" function which is available from within the digital service.

Use "Manage my account" option under your name, located in the top right-hand corner.

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Or, if you are a FuelWatch subscriber, you will see “Manage my account” located in the top right hand corner:

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If you have not already signed in, please use the "How to Recover a Forgotten Password" instructions found on this page to reset your password.

Step 2

Use the "Change password" button.

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Step 3

Enter both your current and new passwords, follow by the "Continue" button to set your new password.

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The password (also referred to as a passphrase):

  • Must be at least 14 characters long (we suggest an easy to remember phrase of 14 or more characters which has meaning to you).
  • Is case sensitive.
  • Must not contain any part of the email address.
  • Must not be a password which has been identified as being insecure.
  • Can contain spaces.
  • Does not need to have one upper case, one number and one special character.

Step 4

You will next be directed to the My Account "Thank you" page. 

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You will also receive an email titled "Your password has changed".

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Step 5

Please sign in again by clicking on the “Sign in” button. Once signed in, you will then be returned to the “Manage my account” page. From here you can return to the digital service by clicking on the “Back to” button at the bottom of the “Manage my account” page.

How to update your email

Step 1

Your email can be modified via the "Manage my account" function which is available from within the digital service.

Use "Manage my account" menu item under your name in the top right-hand corner.

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Or, if you are a FuelWatch subscriber, you will see “Manage my account” located in the top right hand corner after clicking on your name:

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If you have not already signed in, please use the How to Sign in instructions and sign into the required digital service.

Step 2

Use the "Update email" button.

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Step 3

You must verify your email.

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Email verification is part of the security process to ensure you are the owner of, and have access to, the email.

  • Typeyour current password into the "Password" field. Please ensure you have entered the correct password. If you do not enter the correct password, you will not receive an email.
  • Enter your new email into the "Email" field then click the ‘Send code’ button and remember to keep the page open while checking your email.

Step 4

Check your email for the account verification code.

REMEMBER: It can take up to 10 minutes for the email to be delivered.

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If you did not receive the email:

  • Make sure you entered the correct email address. If the wrong email address was entered then clear the email field, enter the correct email and select the "Send code" button again.
  • Check your Junk, Spam or Trash folders.
  • If there is still no email, try a new verification code using the "Get new code" button.

If, after 10 minutes the email still has not been received, please retry the above instructions. After a retry, if you are still not receiving an "Account Verification Code" email, there may be a technical issue. In this instance, please contact us for further assistance. Contact details can be found at the bottom of this page.

Step 5

Once received, enter the verification code and  the "Verify code" button.

You will have 20 minutes from when you sent the email to when you enter the verification code then the "Verify code" button.

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If you are encountering issues, check to ensure the verification code you entered matches the verification code from the email you received. If you used a Cut&Paste function then ensure you have removed any spaces from before or after the code.

If the verification code you received does not work then use the ‘Get new code’ button and wait for an ‘Account verification code’ email.

Step 6

Please confirm the supplied email is correct, then

  • use the "Continue" button to finalise the Update Your Email process, or
  • use the "Back" button to go back and change your email address.

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Step 7

You will next be directed to the My Account "Thank you" page.

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You will also receive an email titled "Your email has changed".

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Step 8

Please sign in again using the "Sign In" button. Once signed in, you will then be returned to the digital service. Please see example picture under Step 7 above.

How to edit your personal details

The process to change your personal details i.e. name, date of birth and mobile phone number is easy to do, this guide will take you through the steps.

Before proceeding ensure you are signed in.  If you need assistance to sign in, please read the “How to sign in” instructions provided above and sign in to the required digital service.

Step 1

Your personal details can be changed via the ”Manage my account” function which is available from within the digital service.

 Click on your name in the top right hand corner and then click the “Manage my account” option.

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Or, if you are a FuelWatch subscriber, you will see “Manage my account” located in the top right hand corner:

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Step 2

In the “Manage my account” screen, click on the link ‘Edit personal details’.

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Step 3

The “Given name(s)”.”Family name”, “Date of birth” and “Mobile number” fields are now editable. Please update your details using these fields.

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NOTE: If you have set-up or turned on two-step authentication then the “Mobile number” field will not be editable.  In its place you will see the message “Mobile number Verified”.

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Trouble shooting for Step 3 above

If you do not know your date of birth, you can select the checkbox labelled “I do not know my full date of birth”, located underneath the “Date of birth” field. Once selected, this page expands to enable you to enter either a “Birth month and year” or just a “Birth year”. Please note screenshot below showing this expanded view:

NOTE: When this option is selected, you must complete either the “Birth month and year” or the “Birth year”. If you do not wish to supply either a birth year or birth year and month, please uncheck “I do not know my full date of birth” and leave the “Date of birth” field blank.

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Step 4

Once you have changed/edited your details, use the “Submit” button. Your details will now be updated and you will be returned to the ”Manage my account” page.

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Step 5

You may either:

  • sign out using the ”Sign out” option, located under your name in the top right-hand corner, or
  • Use the ”Back to”link, located at the bottom of the ”Manage my account” page. This will return you to the digital service and your new details will be applied.  If you have changed or updated your name, then this change will now be visible in the top right-hand corner of the screen.

How to recover a forgotten email

There are two ways to recover your forgotten email:

1. Use the How to Recover your Forgotten Password instructions found on this page.

This process first requires email verification. Please use one of your known email addresses, starting with the email address you think is the one you originally signed up with. When you receive an “Account verification code” email then this is the email address registered to your account.

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2. Sign up for a new account via the How to Create an Account instructions found on this page.

Need further assistance?

Further assistance is available by contacting:

+61 8 9222 3333 during normal business hours (Monday to Friday 8:30 am – 4:30 pm AWST)

Technical assistance can be obtained on +61 8 9222 0777 during normal business hours (8:30 am – 4:30 pm AWST)

Can't find an answer in the guides above? Further assistance is available by contacting us

If reporting a technical issue, you may be requested to supply the following information: 

  • The date and time (or time-frame) during which the problem occurred;

  • Your name and either an email address or phone number where you can be contacted;

  • The application you were attempting to access e.g. FuelWatch, MAGIX, SRS etc.;

  • A description of the error you encountered and a brief description of how you discovered the error;

  • The browser you are using, such as Internet Explorer, Edge, Chrome etc.;

  • A screenshot of the error (if possible); and

  • Any steps taken to resolve the issue so far.

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