MFA FAQs
Multi-factor authentication (MFA) helps keep your Send account secure. This article answers the most common questions about how MFA works, including what an authenticator app is, how to set it up, and what to do if you get stuck.
What is an authenticator app?
An authenticator app is an app on your phone or tablet that generates a short 6-digit code. You use this code, along with your password, when logging in to your Send account.
The code refreshes regularly, usually every 30 seconds.
The code is created on your device, so it is not sent to you by text message or email.
What is MFA and why does Send Payments use it?
MFA stands for "multi-factor authentication". It adds a second security check on top of your password.
When you log in, you use:
- Your password
- A one-time code from an authenticator app on your phone
Even if someone discovers your password, MFA adds an extra step before they could access your account.
MFA helps protect your account, personal information and transfers from fraud and unauthorised access.
Is MFA mandatory?
Yes. MFA is required for every Send customer. You cannot turn it off, and you cannot opt out. This helps keep every account on our platform secure.
Do I need MFA every time I log in?
Yes. You will be asked for a code from your authenticator app every time you log in. This adds a security check each time your account is accessed.
Setting up your authenticator app
How long does setup take?
Setup is quick and you only need to do it once.
You will:
- Open or download an authenticator app on your phone.
- Scan a QR code shown on your Send Payments login screen (or type in a setup key).
- Enter the 6-digit code from your authenticator app to confirm it works.
That's it. After this, you only need to open the app at login to copy the latest 6-digit code.
For a full walkthrough, see: How to set up multi-factor authentication (MFA).
Do I need to download a new app?
Not necessarily.
If you already use an authenticator app for another account, you may be able to add your Send account to the same app.
If you don't have one yet, you'll only need to download one authenticator app, and you can keep using it for any other accounts you secure in the future.
Which authenticator app should I use?
We recommend Google Authenticator. It is free, widely used, and available on both iPhone and Android.
If you already use a different authenticator app, that's fine too - any standard authenticator app will work.
Does the authenticator app have access to my Send account or personal information?
No. The authenticator app does not have access to your Send account, money or personal account.
It only generates a short code on your device that you use when logging in.
What if I can't scan the QR code?
If you can't scan the QR code (for example, because you are setting up on the same phone you are logging in with), you can set up your authenticator app manually instead.
On the setup screen, look for the manual setup key (sometimes called a "secret key" or "setup code"). You can:
- Type the key directly into your authenticator app, or
- Copy and paste it into your authenticator app.
This works the same way as scanning the QR code.
Using MFA day-to-day
Why do you use authenticator apps instead of SMS or email?
We currently support authenticator apps as our MFA method. Compared with codes sent by SMS or email:
- Authenticator apps do not rely on mobile reception or your phone number.
- Codes are generated on your device, not sent across a network.
- This can reduce some of the risks that come with codes sent over text or email.
Will MFA work when I'm travelling overseas?
Yes. This is one of the helpful things about authenticator apps.
- Your authenticator app can generate codes overseas, without mobile reception or internet access. You will still need an internet connection to access your Send account.
- It does not depend on your phone number, so it can keep working if you swap to a local SIM.
As long as you have your phone with you and the app is set up, you can log in.
My code is not working. What should I do?
A few things can cause this:
- The code expired. Codes refresh regularly, usually every 30 seconds, so try the latest one shown in your app.
- The time on your phone is out of sync. Check that your phone's date and time are set to "automatic".
- You are using a code from a different account. If you have multiple accounts in your authenticator app, make sure you select the entry for your Send account.
If you still cannot log in, please contact our support team.
I am not being prompted to set up MFA. What do I do?
If MFA is not yet set up on your account, you will be prompted to set it up the next time you log in. If this does not happen, please contact our support team.
Changes, control, and recovery
Can I turn MFA off or change my method later?
No. MFA is required for Send accounts and cannot be turned off.
Can I use SMS or email codes instead?
No. We currently only support authenticator apps for MFA.
We do not currently support SMS or email codes as an MFA method.
Can I move MFA to a new phone or app?
Yes. If you need to move MFA to a new phone or authenticator app, contact our support team.
We’ll need to verify your identity before helping you reset MFA on a new device.
What happens if I lose or replace my phone?
If you lose your phone, replace it, or loose access to your authenticator app, please call our support team.
We will verify your identity over the phone, and then help you reset MFA on your new device.
For more information, see: What if I lose access to my MFA method?
How we handle your information
We handle personal information in accordance with our Privacy Policy.
Information you provide when you contact us or verify your identity may be used to support account security, provide our services and meet our legal obligations.
You can view our Privacy Policy on our website.
Keep your account safe - never share your password or codes
- Never share your Send Payments password with anyone.
- Never share a 6-digit code from your authenticator app with anyone.
- Send support staff will never ask you for your password or for a current MFA code.
- If anyone asks you for your password or MFA code - whether by phone, email, text, or message - do not provide it. Contact Send using the official phone number or email below.
What support is available if I get stuck?
You don't need to figure this out alone. We have a few ways to help you set up MFA:
- Step-by-step setup guide: See How to set up multi-factor authentication (MFA).
- Talk to a human: If you'd rather speak to someone, our support team can guide you through it over the phone.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday