App-based 2FA authenticator apps only
You can use a backup code instead of an authentication code if If you don't have access to your 2FA device to get an authentication code, you can use a backup code instead. Each backup code can only be used once.
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Using email 2FA?
If you don't have access to your emails, you'll need to call us to recover your account .
(have your account details on hand):
<p><b>Australia</b> - <a href="tel:1800-620-430">1800 620 430</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>
Downloading, printing or regenerating your backup codes
When you first set up 2FA switch to a 2FA authenticator app, you're prompted to download your 10 backup codes. You can download them later by signing in to the Security Centre and clicking Display backup codes (also see Managing your backup codes).
Lost your backup codes?
If you're having trouble accessing your account and don't have your backup codes, you may have been locked out. You'll need to call us to recover your account and log back in.