Getting ready for multi-factor authentication

Soon we’ll be introducing multi-factor authentication to make your account even more secure.

This means that we will verify your mobile number or email before any significant changes can be made to your account.

What’s changing?

When you contact us, or when we contact you we already ask that you confirm certain details before accessing your account.

From 1 July, 2022 we’ll also send a verification code to the mobile or email address saved on your account. When this code has been confirmed we’ll be able to make the necessary changes.

What do you need to do?

To best protect your account make sure your personal information is up to date. We’ll use these details to contact and verify you so it’s important that it is accurate when multi-factor authentication is switched on.

To do so, visit MyALDImobile and check that you have access to the Primary Mobile Contact Number and Email Address stored there. You’ll need to do so before 30 June, 2022 to ensure that you can verify your account easily in future.

Why are we doing this?

Adding an additional layer of security protects your account and mobile number. By sending a verification code to a mobile number or email address we can ensure that the person accessing the account has more than just the username and password, meaning it is far less likely that your account can be compromised.

What if I can't access my mobile number or email?

If you can't access the primary contact mobile number or email address stored on your account then either change these to services that you do have access to (before 30 June, 2022) or contact us and we'll go through additional security checks to help you do so.

Please note that additional security checks take extra time as the request will be referred to an escalation team for manual processing which can take several days. Where possible it is best you obtain access to the mobile or email address already stored on the account.

What if I am managing an account on someone else's behalf?

We have escalation options if you have power of attorney or are in a vulnerable position. To discuss these please contact us and we can talk you through the options available.

What do I do if my account has been compromised?

Please contact us as soon as possible so that we can assist in securing your account.