We're strengthening account security with identity verification.
When completing certain high-risk transactions, you may be asked to verify your identity using a valid passport or Australian driver licence and taking a photo of yourself. This helps us confirm it's really you and protect your account.
Identity verification is designed to be secure, simple and easy to complete from your mobile device.
We're rolling out identity verification in stages, beginning with updating your mobile number online, before extending the enhanced security process to other eligible transactions.
How it works
Step 1: Start your transaction
When completing an eligible transaction, we'll let you know if identity verification is required.
Step 2: Verify your identity
Use your mobile device to:
- Scan a valid passport or Australian driver licence
Tip: The document should be on a flat, solid surface, with a blank, contrasting background. - Take a photograph of yourself
Tip: Make sure you have good lighting when taking your photo. There is no need to remove glasses or a head covering.
Step 3: Get back to your transaction
Once verified, you can continue with your transaction securely.
Your identity verification remains valid for two years, so you won't need to complete the full process every time. Future transactions may require a simpler verification check.
The benefits of identity verification
Enhanced security
Faster online service
Simple and convenient
Frequently asked questions
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What documents do I need to complete identify verification?
To complete identity verification, you'll need:
- A valid passport or Australian driver licence
- A mobile phone with a camera
- Internet connection
Valid identification
- Valid International passport
If you’re using an International passport it must have a current expiry date - Valid Australian passport
If you’re using an Australian passport, it must be current or have expired within 2 years - Valid Australian documents
If you have recently renewed your Australian document, your current physical document will no longer be valid and you must use the new physical document issued to you
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What transactions require identity verification?
As we roll this feature out, verification will be required on the adding or updating of a member mobile number. -
Why do I need to verify my identity?
Identity verification helps us confirm that the person requesting a high-risk transaction is the genuine account holder, helping protect members from scams. -
How long does my verification last?
Once you've successfully completed identity verification, it will remain valid for two years. During that time, when making certain high-risk transactions, you'll be asked to take a quick photo of yourself so we can match it to the ID document we've verified on your account. -
What happens if I don’t have access to these documents or can't complete identity verification?
If you're having difficulty completing the process, contact us and we'll discuss alternative ways to verify your identity. -
Can I use my desktop to verify my identity?
The process can be started on your desktop however, the face & document capture feature is optimised for mobile. Throughout the process, we’ll prompt you when to switch to your mobile. -
What browsers can I use to verify my identity?
The following table provides an overview of which browsers are best supported.
Browser Mobile Desktop Chrome (v110+) ✓ ✓ Firefox (v100+) ✕ ✓ Safari (v11+) ✓ ✓ Samsung Internet (Latest) ✓ ✓ Android ✓ ✕ MS Edge (Latest) ✕ ✕ DuckDuckGo (Latest) ✕ ✕ Tor Browser (Latest) ✕ ✕