Multi-Factor Authentication (MFA)

Customer Frequently Asked Questions

A simple extra step to help keep your account secure

Over the coming weeks, you may be asked to create a password the next time you sign in through the Smart website or Smart salary packaging mobile app. This is a one-off setup step and take only a few minutes. After setup, your sign-in will use your password plus a verification code.

Password creation and first-time setup

The first time you use the new sign-in experience, follow these steps and please have your registered mobile handy:

Verify your email

Verify your email address using the email address registered to your Smart account.

Verify your mobile number

Verify your mobile number using the mobile number registered to your Smart account.

Create password

Create your password by following the instructions shown on screen.

About MFA

What is multi-factor authentication (MFA)?

Why is Smart introducing MFA?

Do I need to do anything now?

Where will MFA apply?

Email address

Which email address should I use?

What if I enter an email address and my account cannot be found?

What if my registered email address is incorrect or I cannot access it?

Can I change my email address from the sign-in screen?

Verification codes (OTP)

What is a verification code?

Where will the verification code be sent?

I did not receive a code. What should I do?

Why is my code not accepted?

What if my mobile number is missing, incorrect or unavailable?

Account access and lockout messages

Why am I seeing a “too many requests” or similar message?

What should I do if I see a “too many requests” message?

What if my account cannot be found?

What if I still cannot sign in?

Password

Why am I seeing a “Create a password” message?

What are the password requirements?

What should I do if I forget my password?

Can I reset my password myself?

Mobile app, updates and re-authentication

Will I need to update the Smart salary packaging app?

Why have I been logged out of the app?

What happens to biometric sign-in?

What should I expect when I sign in again?

Quick troubleshooting guide

Trying to decide which option gives you more value over time and the greatest convenience? Here’s how novated leasing with Smart™ stacks up against traditional car finance.

What you see	What to try
Account not found	Check the spelling and try another email address you may have registered with Smart.
No verification code	Wait briefly, check reception or junk/spam, then use Resend when available.
Code not accepted	Use the most recently received code and enter it exactly as shown.
Too many requests	Wait a few minutes. If needed, close and reopen the browser or app before trying again.
Logged out after app update	Sign in again, complete MFA if prompted, then re-enable biometrics if used.

Need more help?

Start a Webchat through the Smart website for support. Our team is here to help you Monday to Friday 8am to 8pm (AEST). Contact us at 1300 476 278 or contact us via our online form.

woman using a mobile phone in front of her home laptop

Important information

This is general information only. Before entering into any salary packaging or novated leasing arrangement, you should consider your objectives, financial situation and needs, and seek appropriate legal, financial or other professional advice based upon your own particular circumstances. The availability of benefits is determined by your employer. Conditions and fees apply. Smartsalary Pty Ltd, ABN 24 096 796 100, a Smart^TM company.