From September 2024, all new customers must verify their identity before they can create an account.
To verify your account, please follow the steps below.
- When creating your account, you will be required to fill in your personal details. Personal details must be entered as they appear on relevant identity documents.
- You will then be prompted to confirm that your details are correct. This is done by pressing the “My Details Match My ID” button.
- If your information can be automatically verified, you will be able to proceed to opening your account.
I can't automatically verify my identity
- If your personal details cannot be automatically verified, you will be asked to manually provide evidence of your identity.
- Accepted forms of identity documents include your Australian driver’s license, Passport or Medicare Card. You will have three attempts at manually verifying your account.
- Your verification may need to be reviewed before being fully confirmed, in this case please allow up to 72 hours for your verification to be confirmed by our team. You can return to your account to check in on the progress of your verification.
I can't manually verify my identity
- If your personal details cannot be manually verified, you will receive the following notification to confirm that identity verification for your account has been unsuccessful.
- If you have been unsuccessful in verifying after three attempts you will be required to go through our Certified Documents process or speak to our customer service team.