Help & FAQs

What is Multi-factor Authentication?

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When is multi-factor authentication coming?
From the 30th of June 2022, you will need to complete multi-factor authentication (MFA) when you access or make changes to your account.

What is multi-factor authentication?
For those who are new to MFA, it is simply an authentication method that requires you to provide two or more verification factors to gain access and makes changes to your account. MFA helps protect you by adding an additional layer of security. It helps to prevent anyone, except you (or your authorized representative), from gaining access to your account, even if your password has got into the wrong hands.

Why is Tangerine introducing multi-factor authentication?
Tangerine is rolling out MFA for all account holders in response to new legal requirements and because it's best practice to reduce the threat of cyber-crime. It is important to tangerine that we have secure verification processes to protect all our Tangerine customers identities and personal details.

What will happen when you contact us.
When you contact us, or we contact you, our staff will be taking extra steps to confirm you are really you. First, we'll ask you to verify personal and account details. Therefore, it is important to make sure your information is up to date. Check your details by logging into your self-care portal. We'll then send you a unique verification code to the mobile number or email address registered to your account. Once you've confirmed this code, we can assist with your query.

How does multi-factor authentication work when you login to your portal?
When you log into your self-care portal you will enter your account number, email, and password as usual, then after you press the login button a pop-up will appear prompting you to enter in a 6-digit code which will be sent to your registered mobile phone upon login. After you enter this unique code, your account is verified, and you will be directed to your self-care portal home page.

Do I need to do anything to get ready for MFA?
To get ready for multi-factor authentication and to better protect your Tangerine account, log into your Tangerine account and double-check that your personal information registered to your account is up to date, such as your contact email address, mobile number and address. Aside from making sure your personal details are up to date, there's nothing else you will need to do. Just expect that when you reach out to us via phone, chat or WhatsApp, we will ask you for extra information to confirm you are really you.

What happens if I don't update my contact details and I am not ready for multi-factor authentication?
Not keeping your personal account details up to date may cause problems when you contact us, or we contact you to chat about your Tangerine account. If Tangerine cannot confirm your identity, we may not be able to service your account or resolve your enquiry. If your circumstances mean you can't complete MFA using a unique verification code (including where you are experiencing domestic or family violence), please contact us so that we can discuss other options to assist and support you.

What should I do if I suspect fraud on my account?
You must contact us straight away if you believe there has been any fraudulent activity on your account. We will also contact you if we believe your account has been subject to fraud.

If your account is at risk of fraud, the following additional protections are available:

▪️ where possible, we will prevent or reverse any fraudulent transactions identified on your account;

▪️ you will have the option of changing your account number; and

▪️ you will be asked to set up additional security questions on your account, and you will need to confirm the answers to these questions when you call us to discuss or make changes to your account.

If you suspect fraud on your account, you should immediately report the activity to the Australia Federal Police or relevant State or Territory Police. We also recommend taking immediate steps to protect your identity, bank and other accounts that may be accessible through your mobile number or using your personal information. This includes changing the username and password used to access your self-care portal.

The following government support agencies also offer advice and support in these matters:



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