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) ✕ ✕ -
What if I don’t have a smart phone to complete online verification?
If you don't have a smartphone or are unable to complete the photo verification, alternative options are available. Depending on the transaction you're completing, you may be able to verify your identity through an existing process. Please contact us on 1300 300 273 8am-8pm (AEST) weekdays, to discuss further. -
What do I do if my identity verification is locked?
It’s important to note that your identity verification (IDV) will be locked for 24 hours, however you will still have access to your account through the AustralianSuper Member portal and mobile app.
After 24 hours, the lock is removed automatically. Before attempting IDV again, where possible, try an alternative photo identity document. For example, if you initially tried to verify using a valid passport, try an Australian driver licence next time.
If you are still unable to complete identity verification, continue with the existing paper-based process. Members can continue to update mobile numbers over the phone via the Contact Centre.
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Will this new feature impact my account access if I'm overseas?
If you can securely log in to your Member account or mobile app, you can complete identity verification while overseas. The process works the same way, whether you're in Australia or travelling internationally. -
What if the name displayed does not match my photo identity document?
If you've recently changed your name (for example, due to marriage), you'll need to update your details with us before you can use online identity verification. Please complete our name change form and provide the required supporting documentation. View our forms here.
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Troubleshooting Tips
If you’re having trouble verifying your identity, here are some quick tips to try.
- When scanning your identity documents, the document should be on a flat, solid surface, with a blank, contrasting background.
- Make sure you have good lighting when taking your photo. There is no need to remove glasses or a head covering.
- If we can’t verify your first identity document, try another accepted identity document.
We accept:
International passport - must have a current expiry date
Australian passport - must be current or have expired within 2 years
Australian Driver licence - must be a physical document and have a current expiry date - If you're having technical issues, try using another device or updating your browser to the latest version.