How to secure your account with multi-factor authentication (MFA)

MFA makes it harder for someone to access your account, even if they have access to your primary login factor (email). 

Please wait 15 minutes before requesting a new code. 

• Check to see if you have typed your email address correctly  

• Look in your junk or spam folder  

• Ensure your email isn’t blocking emails from nib.com.au. Add it to your safelist if needed  

• If you are using a work email, check if your IT department is blocking or filtering emails  

• Verify if you’re having issues with other emails, which might indicate a problem with your email provider 

• Ensure your phone has signal if you are using SMS. 

If your verification code isn’t working: 

• Make sure you have typed it correctly 

• The code will expire after 15 minutes, you must request a new one if it’s been longer than this 

• Don’t close the page or go back 

• Check that your browser isn’t blocking cookies and isn’t in private/incognito mode. You may also need to clear your browsing data.

If you’re not the policyholder, you can still set up MFA. To log in, use the email address or phone number registered to you. If you don’t have your own email or phone number on the account, ask the policyholder to add it for you.

If you can’t access your device, use your backup method or contact us for help.

If you didn’t request this email, you can safely ignore it. This usually means someone accidentally entered your email while trying to log in. Receiving a code alone does not indicate unauthorised access to your account. 

If we ever detect a login from an unfamiliar location or device, we’ll notify you separately so you can take action if needed. 

If you have more than one phone number linked to your account, you’ll see a list of numbers. You’ll need to choose one and select ‘Verify this number’.

If all listed numbers are outdated, you will need to contact us to update your contact details before continuing.

If there isn’t a phone number listed on your account, you will be asked to set up multi-factor authentication using either:

• Text message (SMS)

• One-time passcode via an authenticator app.

• Log in to your online member account

• Select ‘Account’ at the top of the page

• Under ‘Authenticator settings’, select ‘Enrol’ next to the ‘Text message’ multi-factor authentication (MFA) option

• You’ll receive an SMS with a code to confirm your enrolment.

Please note, this number is only used for MFA and does not update your contact details.

• Log in to your online member account

• Select ‘Account’ at the top of the page

• Under ‘Authenticator settings’, select ‘Enrol’ next to the ‘Authenticator app’ multi-factor authentication (MFA) option

• Scan the QR code with your chosen authenticator app

• If the scan isn’t working, select “Trouble scanning.” You’ll then be able to enter a one-time code manually

• Enter the code from your authenticator app to complete the enrolment.

Please note, codes generated by your authenticator app are for MFA verification only and cannot be used for other purposes.

Multi-factor authentication (MFA) cannot be disabled, as it’s in place to help keep your account secure. If you can’t receive an SMS while travelling overseas, you can use an authenticator app as well. This acts as a back-up second method.

There are two options for MFA:

• SMS (one‑time code sent to your mobile)

• Authenticator app (one‑time code generated on your device, even without mobile coverage).

If you do not have a mobile device or tablet to authenticate, you will need to contact us.

If you are unable to receive SMS messages, you can also use an authenticator app to login.

If you do not have a mobile device or tablet to authenticate, you will need to contact us.