Sign in


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: click on the "Sign in" option visible in top right corner of the page.

Or, if you are a FuelWatch subscriber, you will see the "Sign in" link located in the top right corner.

 Fuelwatch header

Step 2: Decide which account you wish to use

If you are unsure which account to use, we recommend My Account. If you do not have a My Account, you can create a My Account.

Step 3: Click the "Sign in with your digital identity" link



You will then be able to select your account from the available options.

 WA Identity exchange

Note: your Digital Identity (such as myGovID) can be found under the Digital Identity option.

For further assistance with signing into:

After you sign in with one of the above options for the first time, you will:

  1. receive a "profile created" email, if signing in for the first time; and
  2. be asked to agree to our terms and conditions of use. Once you have done so, you will be signed into the online service.

If you don’t want to agree with the terms and conditions then you will not be able to use our online services. Contact us to discuss whether or not alternative arrangements can be made.

The remainder of these instructions relates to My Account only. 

Step 4: To continue with My Account, enter your email address and password / passphrase then click on the "Sign in" button

My Account sign in


Step 5: What can you see on the screen? Is it:

Screen (label) What it means (how to resolve)
the required online service? You have successfully signed in.
Please proceed with the online service.
still the "Sign in / Create an account" page? You may have encountered one of the sign in errors.
the "Check your authenticator app" page? You have set up two-step authentication using an authenticator app.
the "Check your mobile" page? You have set up two-step authentication using SMS.
the "Set a new password" page? You are required to reset your password.
the "Update your name" page? Your captured name does not meet the rules for a name in the online service. You are required to update your name.
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.


Step 6: 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.

If this is not successful you should create a My Account.

If this is successful return to Step 5.

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

Refer to the screenshot below.

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.

Check the "I am human" and follow the instructions on the screen.

For example, you may be asked to select all of the boats / cars / horses images etc.

Return to Step 5.

Please contact the department for Assistance.

Further investigation is required and the issue needs escalation.

Please contact the department to report the issue.

Another error

Further investigation is required and the issue needs escalation.

Please contact the department to report the issue with the exact wording of the error and the approximate date and time you receive the message.





Step 7: 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 a new password" button.

 Set a new password

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 that has meaning to you);
  • is case sensitive;
  • must not contain any part of the email address;
  • must not be a password that has been identified as being insecure;
  • can contain spaces; and
  • does not need to have one upper case, one number and one special character.

NOTE: 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.

Return to Step 5.


Step 8: You will be prompted to update your name if your current name does not meet the minimum name requirements.

Correct your "Given name(s)", if any, and the "Family name" and then click on the "Continue" button.

If you have only one name then complete the "Family name".

 Update your name

Return to Step 5.


Step 9: 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
  • click on the "Sign in" button.

 Terms and conditions

Return to Step 5.