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Two-step verification (sometimes called multi-factor authentication or MFA) adds an extra layer of security to My Account. Every time you log in, we’ll ask you to verify your identity with a one-time code, in addition to your password. This means that even if someone else gets hold of your password, they still can't access your account without also entering that code.
You can verify your identity using one of three methods:
- Email: a code is sent to your registered email address.
- SMS: a code is sent to your enrolled mobile number.
- Google Authenticator: a code is generated in the Google Authenticator app on your device.
When you log in, you'll be presented with your last-used method by default. You can select any other method you've enrolled from the login screen.
Email verification is set up by default, so you can use it straight away.
To enrol in another method, sign in to My Account and go to Profile > Login settings:
- SMS: select it from the Two-Step Verification section and enter your mobile number to verify it. For the full steps, see 'How do I set up SMS verification?' below.
- Google Authenticator: select it from the Two-Step Verification section and scan the QR code with the Google Authenticator app. For the full steps, see 'How do I set up Google Authenticator for My Account?' below.
Once enrolled, your last-used method is selected by default when you log in, and you can choose any other enrolled method from the login screen.
If you can't access any of your verification methods, for example, you've lost access to your email account, changed your mobile number, or no longer have your authenticator app — your My Account and energy service remain safe and secure. No one can access your account without completing verification.
Please contact us and we'll help verify your identity another way and restore your access.
Yes. You can enrol in or remove verification methods at any time in My Account under Profile > Login settings. When you log in, you'll be presented with your last-used method by default, but you can select any other enrolled method from the login screen. Email is set up by default and can’t be removed.
Yes. You will be sent a confirmation to your login email address whenever you add or remove a verification method or change the phone number saved in your login settings.
Email, SMS, and Google Authenticator verification
Do not enter the code. If you receive a verification code you didn't request, it may mean someone else is attempting to access your account using your password.
You should:
- Not share the code with anyone. We will never ask you for your verification code.
- Change your My Account password immediately at energyaustralia.com.au/myaccount-login.
- Go to the Contact us page to report the attempt. Look up our number independently at energyaustralia.com.au or on your bill. Be cautious of any links or contact details in the unexpected email itself, as scammers can include fake links and numbers in fraudulent messages.
Your account remains secure as long as you do not enter the code. The code alone is not enough for someone to access your account without also knowing your password.
Yes. Once you have enrolled in SMS verification in My Account under Profile > Login settings, you can use it to verify your identity each time you log in.
If SMS was the last verification method you used, it will be presented by default when you log in. If a different method is shown, select 'Use a different verification method' and choose SMS. A code will be sent to your enrolled mobile number. Enter it on screen and select Verify to complete your login. The code is valid for five (5) minutes.
- Sign in to My Account.
- Select Profile, then Login settings.
- From the Two-Step Verification section, select SMS.
- Enter the mobile number you want to use for SMS verification.
- We'll send a code to your mobile to verify the number.
- Enter the code and select Verify.
- SMS verification is now enrolled. You can select it at the login screen next time you log in.
- You’ll receive an email confirming the change.
The mobile number used for SMS verification is the one you enter during setup in Profile > Login settings. This may be different to the contact number held in your profile. You can update your SMS verification number at any time by returning to Profile > Login settings.
For your security, the SMS verification code is valid for five (5) minutes only. If your code has expired, select 'Send again?' on the verification screen to receive a new one.
If you change your mobile number, update your SMS verification number in My Account under Profile > Login settings. You’ll receive an email confirmation of the change. Note that this is separate to the contact number held in your profile, and that updating one does not automatically update the other. If your SMS verification number is no longer active and you cannot receive a code, select a different enrolled method from the verification screen. You can use email, or Google Authenticator if you have it enrolled.
Yes. SMS verification is available for both residential and small business My Account customers. Enrol in SMS verification under Profile > Login settings after signing in.
Do not enter the code. If you receive a verification code you didn't request, it may mean someone else is attempting to access your account using your email address and password.
You should:
- Not share the code with anyone. EnergyAustralia staff will never ask you for your verification code.
- Change your My Account password immediately at energyaustralia.com.au/myaccount-login.
- Go to the Contact us page to report the attempt. Look up our number independently at energyaustralia.com.au or on your bill. Do not use any number that appears in an unexpected SMS message, as scammers can include fake contact numbers in fraudulent messages.
Your account remains secure as long as you do not enter the code. The code alone is not enough for someone to access your account without also knowing your password.
You'll also receive a confirmation email any time a verification method is added, changed, or removed on your account. If you get one of these and didn't make the change yourself, contact us straight away using the details above.
Google Authenticator is a free app you install on your phone that generates a secure 6-digit code you use to verify your identity when you log in. Instead of waiting for a code to arrive by email or SMS, you open the app and enter the code shown. The code refreshes every 30 seconds and works without an internet connection or phone signal, making it a fast and reliable way to log in securely. Google Authenticator is free to download from the App Store or Google Play.
- Download Google Authenticator from the App Store or Google Play.
- Sign in to My Account.
- Select Profile, then Login settings.
- From the Two-Step Verification section, select Google Authenticator.
- A QR code will appear on screen. Open Google Authenticator and scan the QR code.
- Google Authenticator will add EnergyAustralia and display a 6-digit code.
- Enter the 6-digit code from the app into My Account and select Verify.
- Google Authenticator is now enrolled. You can select it at the login screen next time you log in.
- You’ll receive an email confirming the change.
You only need to scan the QR code once. After setup, Google Authenticator will generate a new code every 30 seconds, ready to use each time you log in.
If Google Authenticator was the last verification method you used, it will be presented by default when you log in. If a different method is shown, select 'Use a different verification method' and choose Google Authenticator.
- Go to My Account and enter your email address and password.
- When prompted for a verification code, open Google Authenticator.
- Find EnergyAustralia in the app and enter the 6-digit code shown.
- Select Verify to complete your login.
The code in Google Authenticator refreshes every 30 seconds. If the code is about to expire, wait for the next one before entering it.
Make sure you're entering the code for EnergyAustralia, not a different account in the app.
- Codes expire every 30 seconds. If the code is close to expiring, wait for the next one and try again.
- Check that the date and time on your phone are set to automatic. Google Authenticator relies on your device's clock, so if it's out of sync, codes may not work.
- If you still can't log in, select 'Use a different verification method' on the login screen to use any other method you have enrolled, such as email or SMS.
- If you're locked out and cannot access any verification method, see “I can’t complete two-step verification. What should I do?” above
If you get a new phone or delete Google Authenticator, you can re-enrol at any time in My Account under Profile > Login settings. Select Google Authenticator from the Two-Step Verification section and follow the prompts to scan the QR code on your new device. You’ll receive an email confirming the change. In the meantime, you can still log in using any other method you have enrolled. Email is always available, and SMS is available if you have enrolled it.
If you have already lost access to Google Authenticator and can’t log in, go to Contact us and we can verify your identity and help you restore access.
Yes. If you have enrolled in Google Authenticator, you can select it at the login screen when logging in to the EnergyAustralia app, just as you would on the website. Your last-used verification method will be presented by default.
Yes. Google Authenticator is generally considered the most secure authentication option because the codes are generated on your device and never sent over email or mobile networks, making them harder for others to intercept. All three methods provide strong protection for your account. The best method is the one you will use consistently. Because the codes are generated on your device, keeping your device secure with a screen lock and the latest software updates helps protect your account, and you should never share a verification code with anyone, as we will never ask you for it.