My Account guides and help instructions

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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:

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.

How to disable, enable or delete an Account

When you disable your account you effectively put your account on hold and will no longer be able to sign into it. For this reason you will not be able to re-enable your account by yourself, you will need to contact us. You still retain your information and digital identity with DMIRS.

Should you wish to no longer transact with a particular online digital service e.g. FuelWatch, we recommend that you close that online service’s subscription. This action keeps your My Account enabled and retains your online digital identity with DMIRS, including access to other online services you may transact with. See further in this document for how to disable and re-enable your account.

Deleting your My Account will completely remove your account with us.  When you delete your account, your personal details and stored information will also be deleted (except that which is required to comply with the State Records Act 2000). This means you will lose your online digital identity with DMIRS including access to all DMIRS online digital services that require sign in through My Account. This lost information will include any permissions or roles associated with your account for specific digital services.

REMEMBER:   My Account is your online digital identity with DMIRS and enables access to multiple digital services available online from DMIRS.

If you are unsure, we recommend that you disable your My Account.  You can always re-enable it again in the future. 

Disable your My Account

To disable your My Account you need to contact the department via email request on: online@dmirs.wa.gov.au 

In your email:

  • Send your email from the same email address registered in your My Account.
  • Make the Subject: “Disable My Account: <insert your name>”.
  • In the body of your email write:
    • “Please disable My Account held under the name of <insert your name>.
    • Provide your phone number.
    • “Please re-enable My Account held under the name of <insert your name>.
      Provide your phone number.

NOTE: Sending a request to disable your My Account from your registered email address that states your name and phone number from your account, is a security measure. It assures us that it is you who is making the request.

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Re-enable your My Account

To re-enable your My Account you need to contact the department via email request on: online@dmirs.wa.gov.au 

In your email:

  • Send your email from the same email address registered in your My Account.
  • Make the Subject: “Re-enable My Account: <insert your name>”
  • In the body of your email write:

NOTE: Sending a request to re-enable your My Account from your registered email address that states your name and phone number from your account, is a security measure. It assures us that it is you who is making the request.

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Delete your My Account

To delete your My Account you need to contact the department via email request on: online@dmirs.wa.gov.au 

In your email:

  • Send your email from the same email address registered in your My Account
  • Make the Subject: “Delete My Account: <insert your name>”
  • In the body of your email write:
    • “Please delete My Account held under the name of <insert your name>.
    • Provide your phone number.

NOTE: Sending a request to delete your My Account from your registered email address that states your name and phone number from your account, is a security measure. It assures us that it is you who is making the request.

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How To Set Up Two-Step Authentication

Two-step authentication, also referred to as Two-Factor Authentication (2FA) and Multi-Factor Authentication (MFA), is a two-step sign in process that adds an extra layer of security. Two-step authentication achieves this by utilising a mobile device to verify that it is you who is accessing the service. For My Account this can be achieved through two mechanisms on a personal mobile device; either:

  • SMS to a mobile device, or
  • an authenticator application.

This support instruction provides direction for setting up both options. Additionally, once your two-step authtication has been set up, you will next be asked to set up a recovery method.

A recovery method is a simple yet secure process that allows you to recover your account in the event of a lost or non-functional authentication device or app. My Account uses a second email address, nominated by you, to be used for this purpose. For security, your primary email address cannot be used for recovery, the second email provides assurance that it is you who is trying to recover your account.

  • Step 1: Two-step authentication can be set up or managed via the “Manage my account” function. It is available from within the digital service.

To access the “Manage my account” page, click on the “Manage my account” menu item under your name in the top right-hand corner.

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

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Trouble shooting for Step-1

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 then sign in to the required digital service first.

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Can you see the above “Sign in / Create an account” page?

  • Yes: continue to Step 2.
  • No: click 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 also see the “Sign in” link located in the top right hand corner:

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  • Step 2: You should now be able to see  the “Manage my account” page. Next, click on the link titled “Set up two-step authentication”.

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NOTE: When two-step authentication is turned off the option to “Set up two-step authentication” will appear in the lower right of the “Manage my account” page. Additionally, to the left of this and located underneath the bolded title “Two-step authentication”, will be a notice displaying “Two-step authentication is currently off.

When Two-step authentication is turned on, you will instead see a link titled “Edit two-step authentication” appearing in the lower right of the “Manage my account” page. Should you wish to edit two-step authentication then please refer to the How To guide titled, “How to manage two-step authentication”.

  • Step 3: You should now be able to see the “Set up two-step authentication” page. Please ensure that you read and understands items 1 and 2.

Next, click the “Continue” button located near the bottom of the page.

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  • Step 4: You should now be able to see the page titled, “Choose authentication method”.

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  • Step 5: Select your preferred authentication method by clicking on the radio button for either “Via authenticator app” or “Via SMS”, and then click on the “Continue” button located at the bottom of the screen.

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  • Please read the relevant instructions below for the method you select, either:
    • Via authentication app, or
    • Via SMS.

Two-step Authentication via an Authenticator App

Should you wish to set up two-step authentication via an authenticator app, then:

  • Ensure you have your mobile device available, to use your authenticator app.
    • Should you not have an authenticator app installed on your mobile device, download an app from your respective app store.
  • Step 1: Check that you have the radio button for “Via authenticator app” selected and then click on the “Continue” button.

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  • Step 2: You should now be able to see the “Enter your password” page, enter your password into the Password field and click on the “Continue” button.

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  • Step 3: You should now be able to see the “Configure authenticator app” page, use your authenticator app to scan the QR code.
    • This next step you requires your authenticator app. Should you not have an authenticator app installed on your mobile device, download an app from your mobile device’s respective app store.

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  • Step 4: Your authenticator app should now have provided you with a verification code. Next, enter this code into the “Verification code” field and click on the “Verify code” button, located underneath the “Verification code” field.

?Troubleshooting

The verification code generated by your authenticator device will have a limited life, you need to enter this code before it expires. Most autheinticators apps will show you the expiry time counting down. Should your verification code expire, simply scan the QR again and enter the new code.

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  • Step 5: You should now be prompted to set up your secondary email for account recovery. Please forward to the next section of this Guide titled “Account recovery methods”.

Two-step Authentication via SMS code

Should you wish to set up two-step authentication via SMS code, then:

  • Step 1: Select the radio button for “Via SMS” and click on the “Continue” button.
    • Ensure you have your mobile device available to receive an SMS.

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  • Step 2: You should now be able to see the “Enter your password” page. Next, enter your password into the “Password” field and then click on the “Continue” button.

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  • Step 3: You should now be able to see the “Verify my mobile number” page. Confirm that your country code, located in the first field, is correct (assuming you are located in Australia, this field will display “Australia(+61)”). Next, enter your mobile number into the “Mobile number” field.

NOTE:   If you have already supplied your mobile number, via the section “Edit personal details” (which can be found on the “Manage my account” page), then that mobile number will appear here. However should you wish, you can change the mobile number appearing in this field.

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  • Step 4: Click on the “Send code” button.

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  • On the next “Verify my mobile number” page, you should now see an additional field titled “Verification code”.

NOTE:   The “Verify my mobile number” page shown below will display confirmation of sending you the verification code. This statement, located under the heading, will read: “A 6 digit verification code was sent to +61 XXXX XXX XXX. Enter the 6 digit code into the field below.”

REMEMBER:       Keep this page open while checking your mobile device for the code. If using the same device to access the code and enter it into this field, then still keep the page open (and therefore active) and do not close the page when accessing the code – often achieved via an app drop-down feature or simply selecting the alternate application.

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

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Trouble shooting for SMS verification code

REMEMBER: It can take up to 5 minutes for an SMS to be delivered.

If you did not receive the SMS:

  • Make sure you entered the correct mobile number for the recovery account. If the wrong mobile was entered, then clear the mobile number field, enter the correct number and click on the “Send code” button again.
  • Next, check that your network is available.
  • If there is still no SMS, then try 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.

NOTE:    If you are still not receiving a “Verification code” SMS, there may be a technical issue. In this instance you will need to contact us for further assistance. Please see bottom of this page for these contact details.

  • Step 6: Enter the six (6) digit verification code into the “Verification code” field, and click on the “Verify code” button.

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Troubleshooting

Should you receive an error message, such as “The specified verification session is invalid or may have expired”, then:

  • Click on the “Get new code” button, located to the right of the “Verify code” button.
    • Another text message will be sent to your mobile device, ignore previous codes sent and enter this new code into the “Verification code” field.
    • Next, click on the “Verify code” field.
  • Step 7: You should now be able to see the “Verify my mobile number” page with your correct mobile number displayed in the “Mobile number” field. To confirm the displayed mobile number is correct, and to save it, click on the “Continue” button.
  • Clicking on the “Back” button will enable you to go back and change your mobile number should you need to.

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  • You should now be prompted to set up your secondary email for account recovery. Please forward to the section of this Guide titled “Account recovery methods”.

Account recovery methods

A recovery method enables you to access your account in the event you lose your mobile phone (or other authenticated device). It ensures that in the event of a lost or non-functional device, you can go through a simple yet secure process to recover your account. At this stage the only recovery method available is via a secondary email address.

  • Step 1: You should now be able to see the “Choose a recovery method” page. Click on the radio button for “Via secondary email address”.

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  • Step 2: Click on the “Continue” button located at the bottom of the page.

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  • Step 3: You should now be able to see the “Add recovery email” page. Enter your secondary email address into the “Recovery email” field.
    • Ensure this email address is different to the email registered with your My Account.

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  • Step 4: Click on the “Send code” button, located at the bottom of the page.

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  • You should now see the “Verify recovery email” page with your recovery email address displayed in the “Recovery email” field.

REMEMBER: Keep this page open while checking your secondary email for the verification code. If using the same device to access the code and enter it into this field, then still keep the page open (and therefore active) and do not close the page when accessing the code – often achieved via an app drop-down feature or simply selecting the alternate application.

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  • Step 5: Check your secondary email address and confirm you have received an email from the Department titled “Recovery email verification code”.

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Trouble shooting for recovery email

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 you will need to clear the email field, enter the correct email and click on the “Send code” button again.
  • Check your Junk, Spam or Trash folders.
  • If still no email has been received, ensure that you have an account (as only existing accounts will receive an email). If you do not have an existing account, then you will need to create an account.
  • If there is still no email, then try 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.

NOTE:    If you are still not receiving an “Account verification code” email, there may be a technical issue. In this instance you will need to contact us for further assistance. Please see bottom of this page for these contact details.

  • Step 6: Enter the verification code from your email into the “Verification code” field on the “Verify recovery email” page.

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NOTE: Should you “cut and paste” the verification code directly from your email, via the double-click function, ensure you have not accidentally pasted any leading or trailing spaces.

  • Step 7: Click on the “Verify code” button located underneath the “Verification code” field.

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  • You should now be able to see the “Thank you” page with confirming message, “Two-step authentication set up is now complete.”.

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  • Step 8: Check to ensure you received an email confirmation titled “Two-step authentication set up completed”, via your main (primary) email address.

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  • Congratulations, you are now set up for two-step authentication via an authenticator app or SMS, with account recovery using the “secondary email address” method.
  • Clicking on the “Continue” button will return you to the “Manage my account” page.

NOTE: If you are unsure about the two-step authentication process, then sign out and then sign back in again. Upon signing into your selected digital service you will go through the two-step authentication process.

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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