MFA gives you stronger protection over your account and personal information.

Passwords can be guessed, reused or stolen. MFA adds an extra step that makes it harder for anyone else to access your account – even if they know your password.

This means:

• your personal details are better protected
• your account is less likely to be accessed without your permission
• you have greater control over your security.

Multi-factor authentication will be optional, but we recommend enabling it to improve your account security.

You can choose to skip for now, but you will be prompted to enable MFA every time you log in or navigate to your portal home page.

You can choose to disable MFA by:

1. Go to 'My Profile' and select the 'Security' option.
2. Turn the 'Disable multi-factor authentication' to 'on'

When this setting is turned ‘on’, multi-factor authentication for your account is disabled and you will not be prompted to register a verification method.

1. Log in to your myTeaTreeGully portal account.
2. Click the ‘Turn on MFA’ button on the pop up.
3. Enter the mobile number you want us to send the code to, then click Continue.
   This must be a mobile phone you can easily access every time you log in.
4. The next time you log in, multi-factor authentication (MFA) will be active on your myTeaTreeGully portal account and we’ll send a one-time security code by text message (SMS) to your mobile phone. You’ll need to enter this code to access your account.

The first time you register for MFA, you must do so via SMS. Once you've verified via SMS, you can remove this verification method and change it to an authentication app method if you wish. For instructions on changing your method, see the 'Managing, changing or removing your MFA method' section below.

You are able to change or remove your MFA method at any time.

To change or remove your current verification method:

1. Go to 'My Profile' and select the 'Security' option.
2. Select ‘Deregister’ to remove your current method.
3. The next time you log in, you’ll be prompted to set up a new verification method.

To switch to a different verification method:

1. Go to 'My Profile' and select the 'Security' option.
2. Click ‘Remove’ above to remove your current method, then click on ‘Remove MFA’ to confirm.
3. Next time you log in, you’ll be asked to register a new MFA method. You won’t be able to access your account until you do.

If you need to update the mobile number linked to MFA, please call or email our Customer Relations team on customerservice@cttg.sa.gov.au or 8397 7444.

Your existing number can be disabled and when you log in again you will be prompted to enter a new number.

• Once you have opted in to MFA, you can change your number at any time under ‘My Profile – Personal Details’.
  A verification code will be sent to the new number via SMS. Once verified, your new number will be added to your security settings.
  If the 6 digit code is not verified, your number will not change.
• If you no longer have access to the old mobile number and cannot login to your account, please contact our Customer Relations team to disable your current MFA number. Next time you log in you will be prompted to set it up again.
• If you know you are changing mobile numbers, but do not yet have the new number, simply remove the registered number under ‘My Profile – Security’ before deactivating the old service. When your new mobile service has been activated, login and setup MFA again using your new mobile number.

If you are not receiving the verification code it is likely due to an error in the mobile number when originally entered, or an issue with your service provider.

Please contact our Customer Relations team, and we can disable the existing mobile number on the account so it can be set up again.

Some telco providers offer free inbound SMS while overseas without incurring roaming charges – if in doubt, please check with your provider.

If you do not enter the MFA verification code, you will not be able to access your myTeaTreeGully account while travelling.

You do not need to access your account to pay your rates. If you need your BPAY details or payment reference to pay via the website, please email our Customer Relations team.

MFA is optional - you can still access your account by closing the pop-up when logging in or disabling multi-factor authentication on your account. For instructions on how to do this, please see the 'Do I have to use MFA?' section above.