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 improve account security and protect our customers from unauthorised high-risk transactions (for example 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 Everyday Mobile from Woolworths via the Customer Hub, Everyday Mobile from Woolworths will send a unique code via text or email 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 are unable to access the code, or you provide the incorrect code, you will be directed to our Verification Team for additional verification procedures. If our Verification Team is unable to verify you, we will not be able to undertake your requested high risk transaction.
Why have we done this?
Two-Factor Authentication was rolled out across Australia for all telcos and mobile service providers to better protect our customers' account security and reduce the incidence of harm caused to customers when personal information, business information or telecommunication services are targeted by unauthorised persons.
Ensure your details are correct
You can update your email address and other details via My Account or the Mobile app. For steps on how to update your details, click here. Note that you will have to successfully verify your identity before you can update any account details. Additionally, to update your date of birth, you'll need to provide either your Original Birth Certificate / Driver's Licence / Passport or Proof of Age Card by contacting us via chat.
I've forgotten my My Account or Mobile app login and password
If you have forgotten your password, click here to reset it. Your username is simply your Everyday Mobile from Woolworths number OR the email address you have on file with us.
I have tried to verify my identity and it didn't work
Where Everyday Mobile from Woolworths has been unable to verify your identity during the initial verification process, you will need to provide a scanned coloured copy of either:
- 2 category A documents, or
- 1 category A document and 2 category B documents
See below table for what constitutes Category A and B documents.
- To upload, go to My Account
- Enter your username and password and click "Login"
- At the next screen, select the option "I am unable to receive a code to complete 2-Step Verification"
- Follow the steps to upload your documentation.
- A member of our ID Verification team will be in contact within 3 business days.
What if I am an unlisted authorised representative?
Where an unlisted authorised representative would like to initiate a high risk transaction on behalf of a customer, we will direct that person to our Credit Department who will assist that person undertake the verification process.
I suspect my service or account has been subject to fraud
If you suspect your Everyday Mobile from Woolworths account has been subject to fraud you should immediately report the activity to both Everyday Mobile from Woolworths and your financial services provider.
Please contact Everyday Mobile from Woolworths at credit_mobile@woolworths.com.au and we will endeavour to respond within 48 hours.
Additional Verification Process
Where Everyday Mobile from Woolworths has been unable to verify your identity during the initial verification process, you will need to provide a scanned coloured copy of either:
- 2 category A documents, or
- 1 category A document and 2 category B documents
- To upload, go to My Account
- Enter your username and password and click "Login"
- At the next screen, select the option "I am unable to receive a code to complete 2-Step Verification"
- Follow the steps to upload your documentation.
- A member of our ID Verification team will be in contact within 3 business days.
| Category A Documents | |
|---|---|
| Australian State or Territory Driver's Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency. | Australian Passport with an expiry date in the future or no more than 2 years in the past. |
| A birth certificate issued by an Australian State or Territory government. | A foreign military ID card. |
| A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government. | Australian citizenship certificate issued by the Commonwealth government. |
| Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time). | Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time). |
| Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time). | Firearms licence issued by an Australian State or Territory Police force and which includes the customer's, or the customer's authorised representative's, photo |
| Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer's, or the customer's authorised representative's, photo. | Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer's, or the customer's authorised representative's, photo. |
| Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer's, or the customer's authorised representative's, photo | Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time). |
| Defence Force identity card issued by the Australian Defence Force and which includes the customer's, or the customer's authorised representative's, photo. | Police identity card issued by an Australian State or Territory Police Force and which includes the customer's, or the customer's authorised representative's, photo. |
| Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer's, or the customer's authorised representative's, photo. | A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer's, or the customer's authorised representative's, photo (e.g. trade licences, real estate agents, security agents etc.). |
| Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer's, or the customer's authorised representative's, photo. | Proof-of-Age card issued by an Australian State or Territory government and which includes the customer's, or the customer's authorised representative's, photo. |
| Australia Post Key Pass issued by Australia Post and which includes the customer's, or the customer's authorised representative's, photo. | Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer's, or the customer's authorised representative's, photo. |
| Category B Documents | |
|---|---|
| Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual's name. The individual's signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable. | Medicare Card |
| Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. | Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. |
| Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation. | Concession or health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards. |
| Veterans affairs card issued by the Department of Veterans' Affairs. | Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. |
| Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual's name, address and proof of payment, showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. | Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. |
| Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over. | A utility account showing the same name and address given by the customer to the carriage service provider prior to a high-risk customer interaction being initiated. |