Password has been changed but account still can’t be accessed

Password changes currently require extra time to process. Attempts to access accounts with a new password that has not yet been updated by our system can result in accounts being locked.

Solution

Wait 15 minutes, click the “forgot password” link on the log in screen and follow the steps to reset your password.

An email with a reset password link should come through to your registered email address. It may be directed to your spam or junk folder.

Please wait at least 30 minutes after changing your password before attempting to log in again.

6 digit code has not been received

Multi factor authentication relies on a security code sent to a nominated email address or mobile number, this code is then entered during login to verify your identity. In some cases, codes may be blocked or filtered by email.

Solution

Please check the junk, promotions or spam folder for your email provider.

500 or 502 errors displaying after successful password change

Web browsers can sometimes store old and outdated data which can interfere with interactions, especially when security processes are changed.

Solution

Try using a different browser or an incognito/private window to log in. You can also try clearing your cache.

Delete your browser cache and cookies to remove saved data from previous visits. If you’re unsure how to clear saved data follow this link: How to clear cache on any browser.

The issue may also be resolved by closing your browser and waiting at least 30 minutes before trying the action again.

Security Code screen freezing or not progressing

Security codes can fail when the internal clock on your device is not aligned with the actual time.

Solution

Please sync your system clock. Common operating systems (Microsoft Windows, Mac OS, Android, iOS) have guides available online for how to sync your system clock.

Still experiencing difficulties?

All UniSuper web pages are optimised for the latest versions of Chrome, Edge, Firefox and Safari.

While we endeavour to build our website to work with all browsers and versions, it’s not always secure or technically viable to support older software.

Solution

If you’re using an older device or browser, your experience may be improved by:

  • Updating to the latest version of your browser, or
  • using an alternative browser, or
  • logging in from a more modern device.

For more information about website accessibility visit https://www.unisuper.com.au/about-us/accessibility

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