Related information

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You're not able to create an account

When you're setting up your account we ask you to complete an About You form. This allows us to confirm who you are.

You may be having problems because:

• you’ve never received a benefit or pension from us before and we don’t have any information about you in our system – you’ll be able to set up your account once you’ve attended an appointment or had your application accepted and been allocated a client number  
• the information you're providing on the About You form doesn't match exactly with what's in our system (eg we have your middle name in our system but you didn’t provide it when you completed the About You form). Try again with additional information. 

Contact us if you need more assistance.

You're able to log in to My account but then get an error message

You may get an error message if you’re:

• a new client, and
• have just submitted an online application and received a reference number, but
• have not yet attended an appointment or had confirmation that your application has been accepted.

This is because you aren’t fully set up in our system. You will be able to use My account after you're allocated a client number, which we’ll give you at your appointment or when we accept your online application.

Contact us if you encounter this screen in any other circumstances.

Your record is secure

Contact us if the screen says "You cannot make an appointment or access an account online because your record is secured. Please log out and ring us on 0800-559-009 and we will assist you."

You can't remember your username or password

If you've set up your My account and forgotten your username, password or both, you can retrieve them if we have your email address on file.

Forgotten username

How to retrieve your ‘My account’ username

1. Go to Forgotten username or password page.
2. Click on 'Get your username' button.
3. Enter your client number.
   Note: This is the 9-digit number on all letters we send you. Call us if you don’t have this information.
4. Confirm which email address you want your username to be sent to (eg home or work email) if we have more than one email address on your client record. Contact us if the email address shown is not correct.

We need your email address to send you your username. If we don’t have your email address, contact us so we can add this information to your client record. You can then retrieve your username.

Alternatively, you can create a new account by creating a new username and password combination. Your old account previously attached to your client record will be removed when you’ve created and registered a new account successfully.

Forgotten password

How to retrieve your password

If we have your email address on file:

A temporary password will be emailed to you.

1. Go to Forgotten username or password page.
2. Click on ‘Reset your password’ button.
3. Enter your username.
4. Confirm which email address you want your temporary password to be sent to (eg home or work email) if we have more than one email address on your client record. Contact us if the email address shown is not correct.
5. When you log in with your temporary password, you'll be prompted to change your password.

If we don’t have your email address:

You’ll be given the option to reset your password.

1. Go to Forgotten username or password page.
2. Click on ‘Reset your password’ button.
3. Enter your username.
4. Enter the answer to your security question.
5. Create a new password.

If you can’t remember the answer to your security question, contact us and let us know your email address so we can add this information to your client record. You can then request for a temporary password to be emailed to you, following the step above 'how to retrieve your password if we have your email address on file'.

Alternatively, you can create a new account by creating a new username and password combination. Your old account previously attached to your client record will be removed when you’ve created and registered a new account successfully.