Two-factor authentication.

Protecting our customers from unauthorised high-risk transactions.

What is two factor authentication?

Two-Factor Authentication (also known as 2-Step Verification) is an additional security layer to protect your Everyday Mobile from Woolworths Account.

Everyday Mobile from Woolworths has Two-Factor Authentication to help improve account security and protect our customers from unauthorised account access.  This may include SIM-swap fraud and unauthorised changes to accounts or disclosure of personal information. 

When you log into My Account on the website, the Mobile app or contact our Customer Care team, we'll send a unique code via SMS as part of the verification process.

You’ll need to enter your unique code during the login process when prompted, or repeat it back to the Customer Hub Representative over the phone or via chat. If you're unable to receive the SMS code or enter it incorrectly, don’t worry. You'll be offered another secure way to complete a quick digital ID check using your device to verify your identity and continue with your request. 

All fraud prevention measure tools are at no cost to our customers.

Why have we done this?

Two-Factor Authentication was rolled out across Australia in 2022 for all telcos and mobile service providers. This industry-wide change helps better protect your account security and reduces the risk of scammers or unauthorised people accessing your personal information or mobile services.

Ensure your details are correct

You can easily update your contact details via My Account or the Mobile app. Because your security codes are sent via SMS, it is especially important to make sure your alternate mobile number is always up to date. For steps on how to update your details, view the FAQs.

Note that you'll have to successfully verify your identity before you can update any account details.

If you need to update your date of birth, please contact our Customer Care team via chat and have a valid form of photo ID handy (such as a Driver’s Licence or Passport).

Forgotten passwords

If you've forgotten your password, view the update password FAQ for steps on how to reset it. Your username is simply your Everyday Mobile from Woolworths number or the email address you have on file with us. Please note: resetting your password is a secure action, so you'll need access to your mobile phone to receive an SMS security code.

I have tried to verify my identity and it didn't work

If you're unable to receive an SMS security code, you can now securely verify your identity online using our fast Digital ID check. This process securely checks your details against the Government’s Document Verification Service (DVS) in just a few minutes.

To complete the Digital ID check:

1. Go to My Account.
2. Enter your username and password and select "Login".
3. At the 2-Step Verification screen, click the link "I am unable to receive a code to complete 2-Step Verification".
4. Select your preferred Identification Form from the dropdown (such as a Driver’s Licence, Australian Passport, or International Passport).
5. Enter your details exactly as they appear on your chosen ID.
6. Review your details, check the consent box, and click "Continue". Once submitted, your identity will be verified instantly, allowing you to log in to your account.

Contacting on behalf of someone else

If you're assisting a family member or friend and need to log in or make changes on their behalf, you must be registered as an Authorised Representative on their account. The primary account holder will need to contact our Customer Care team, who can assist with securely registering and verifying an Authorised Representative.

I suspect my service or account has been subject to fraud

We take your account security very seriously. If you spot any suspicious activity on your Everyday Mobile from Woolworths account, please take these steps right away:

• Contact us: Reach out to our team via our Contact Us page as soon as you can. We will help you secure your account.
• Contact your bank: Let your bank or financial provider know, just to be safe.

We’ll work with you to get everything sorted out quickly.