Change mobile phone or device used for multi-factor authentication

You can change your device if you can:

• access your old device and log in using the Service NSW app or an authenticator app for MFA, or

• log in using another method of MFA (for example, text message). 

Option B: Using an authenticator app for MFA

1. To remove your old device from your MyServiceNSW Account:
   1. Get your old device.
      • If you do not have your old device and cannot log in using text message (SMS) for MFA, call us on 13 77 88 or go to a service centre.
   2. Log in to your MyServiceNSW Account.
   3. Go to 'Manage account'.
   4. Go to 'Personal details'.
   5. Go to 'Security settings'.
   6. Go to 'Multi-factor authentication'.
   7. If using an authenticator app, select 'Remove'.
      • If you do not see a 'Remove' button, call us on 13 77 88 or go to a service centre.
2. To add your new device to your MyServiceNSW Account:
   1. Get your new device.
   2. Download and install the same authenticator app on your new device that you were using on your old mobile device (for example, Microsoft Authenticator or Google Authenticator).
      1. If you back up to the cloud:
         • Log in to the Google Authenticator app with the Google Account associated with your old authenticator app. Your accounts should automatically restore.  
         • Log in to the Microsoft Authenticator app with the Microsoft Account associated with your old authenticator app. You will be prompted to restore your accounts.  
      2. If you do not back up to the cloud:
         1. Log in to your MyServiceNSW Account.  
         2. Go to 'Manage account'.  
         3. Select 'Personal details'.  
         4. Select 'Security settings'.  
         5. Select 'Multi-factor authentication'.
         6. On the 'Authenticator app' card, select 'Set up'.
         7. Follow the prompts to set up the authenticator app on your new device.