What is Multi-Factor Authentication (MFA) and why do I need it to access my online services?

When you log in to Members Online or the Westfund app with your username and password, you'll receive a unique, one-time code via SMS.

This code will be valid for 5 minutes. If it expires before you use it, you'll be prompted to request another code.

SMS is the default method for MFA however there is also an option to request codes to be sent to your email.

To use this method, you still need a mobile number associated with your online services account. Select “Try another method” to request for the code to be sent to your email.

You don't need to do anything, just follow the prompts for MFA the next time you log in to the Westfund app or Members Online.

If you don't have your mobile phone nearby, you can select “Try another method” to receive your unique, one-time code via the email linked to your online services account. 

If the email associated with your online services account is incorrect, please reach out to our team on 1300 937 838.

Please note, this option is only available once you have a mobile number linked to your online services account.

Yes, once you input your login details, you will be prompted to manually enter your mobile number.

After entering your mobile number, you will receive a one-time code via SMS. Once successfully logged in, you will be guided to add a mobile number to your online services account.

While it is possible to manually enter your mobile number each time you log in, we highly recommend saving your mobile number to make logging in as quick as possible.

We have made Multi-Factor Authentication mandatory for all members that use our online services to ensure our systems and your personal information is as secure as possible.

When using Members Online, you'll be asked for MFA each time you log in.

When you next log into the Westfund app, you'll be prompted to complete MFA. Unless you manually log out, you will be able to access your account using your passcode or biometric authentication (face or fingerprint ID) without the need for MFA for a period of 90 days.

Situations where you will be prompted to use MFA again include logging into the app from a new device or if you’re travelling.

Having a mobile phone number is part of our enhanced security measures and is now required to use our online services.

If adding a mobile phone number is not possible for you, please reach out to our team on 1300 937 838 for support with your account.

If you happen to get locked out of your account because of too many failed password attempts, don't worry! Just use the 'forgot password' function to easily reset your password.

You’ll typically receive your code within 1 minute of entering your username and password, but the delivery time might vary depending on a few factors like your location, mobile or service provider, and signal strength.

This code will be valid for 5 minutes. If it expires before you use it, you'll be prompted to request another code.

Yes, you can still use biometrics (face or fingerprint ID) to log in to the Westfund app.

If you need help logging in to your account, get in touch with our team on 1300 937 838.