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Lost your backup codes?
If you're having trouble accessing your account, and don't have your backup codes, you may been locked out. You'll need to call us to recover your account and log back in.
Generate new backup codes before using the last two! You might need these to generate a new set of backup codes, otherwise you'll need to get help with two-factor authentication.
Signing in with backup codes
Signing in using a backup code
<h2><i class="fa fa-comments"></i> FAQs</h2><br>
What happens when I run out of backup codes?
You can generate more. Just log in to the security centre and click Display backup codes, then download or print them and keep them somewhere safe.
If you can't log in and you've run out of backup codes, you'll need to recover your account.
I've entered the wrong backup code
If you enter an incorrect backup code, you'll get the following error message:
Here's some things you can check to get past it. Have you:
If you don't have access to yourauthenticator app or
backup codes,please contact us. See Recovering your account for more information.html-
or you've tried signing in using a backup code, have had issues and none of the above tips have helped, call our support team (have your account details on hand):
<p><b>Australia</b> - <a href="tel:1800-411-641">1800 411 641</a> | Monday to Friday <b>7am</b> to <b>8pm</b>, Saturday to Sunday <b>9am</b> to <b>5pm</b> (Melbourne time)</p>
<p><b>New Zealand</b> - <a href="tel:0800-400-207">0800 400 207</a> | Monday to Friday <b>9am</b> to <b>10pm</b>, Saturday to Sunday <b>11am</b> to <b>7pm</b> (New Zealand time)</p>