Two Factor Authentication (2FA) Process
June 29, 2022 9:10 pmAn Additional Layer of Account Security
To protect your account and comply with ACMA regulations, Activ8me has a two-factor authentication (2FA) process in place for any high-risk transactions on your account.
Sometimes known as Multi-Factor Authentication, the process involves Activ8me sending you a one-time verification code via SMS or email.
This means, if someone knows your details, they won’t be able to make any changes or purchases without the verification code.
We take your security very seriously, and this two-factor authentication process adds another level of security to your account.
Two Factor Authentication will be used when you contact us to engage in any high-risk transactions as well as online in the Member’s Area.
How does it work?
It’s very simple.
When you contact us and want to make account changes or purchase hardware, we will send you a one-time verification code to the mobile number or email on your account to verify that we are talking to the right person.
Simply recite the code back to us from the SMS, or click the link in the email, and we’ll know it’s you!
What if I get the one-time code when I’m not expecting one?
If an unauthorised person is trying to make changes to your account and you get a one-time code, give us a call as soon as possible and let us know that you didn’t request the change.
What do I do if I suspect fraud?
If you suspect fraudulent activity on your Activ8me account, you should let us know as soon as possible by contacting our Finance team on 132288 or emailing fraud@activ8.net.au.
What If I Can’t Authenticate with 2FA?
We understand at times there might be some incorrect information in our system.
This could be due to customers changing their email address and/or mobile number, which haven’t been updated in our system.
In these circumstances, ACMA regulations require us to obtain either:
- Two Category A documents; or
- One Category A and Two Category B documents.
We can use these documents to validate your ownership of the account.
You can find the full list of valid Category A and B documents below:
Once you provide us with the required documents, they will be assessed and validated.
Once validated, we can action your request as well as update the mobile and/or email address on your account to the nominated contact details of your choice.
If relevant, you should also alert your bank or financial institution.
