Passkey login
Passkey login allows you to sign in to My Account using fingerprint or facial recognition from your mobile device to verify your identity.
You will need to complete two factor authentication the first time you register. After that, you can enable passkey login which allows you to quickly log into your account from any device without entering a username and password.
It is suitable for customers who want quick access without entering their credentials each time they log into My Account. Two factor authentication will always be skipped with a passkey login.
Consider enabling passkey only on private, secure devices and please regularly review which devices you have enabled through your My Account profile.Trusted device login
A trusted device is a combination of your specific hardware device (e.g. laptop), web browser (e.g. Chrome), and user account. All three factors must match for a device to be "trusted" and bypass two-factor authentication in My Account.
Your login credentials are stored on your device and you will need to complete two factor authentication the first time you register.
After that, you can enable trusted device login which marks a specific device as "trusted" but still requires your username and password for each login.
Consider using trusted device login if you want convenience and an extra level of security, and are willing to enter your user name and password each time you log into My Account.
My Account troubleshooting
You will need to complete two factor authentication to verify your email address and password the first time you register for My Account.
You can select how you wish to receive your 6-digit authentication code – either via SMS to an Australian mobile number, email, or a third-party app such as Google Authenticator or Microsoft Authenticator that you can install on your phone or mobile device. Please note that Unitywater cannot provide technical support for these third-party apps.
If you buy a new device but keep the same mobile number, you do not need to do anything because you will continue receiving authentication codes to this number. If you were using an authenticator app on your old device, you will need to download the app again on your new device.
If you were using an authenticator app and your device was lost or stolen, please call our Customer Service team on 1300 086 489.
You can call us on 1300 086 489 or email us. You can also fill out our online feedback form with any queries or suggestions you may have.
You will be temporarily locked out of your My Account after 5 unsuccessful attempts to enter your password correctly.
If this happens, simply click on ‘Forgot password’ on the log in page to reset your password. If you’re still having trouble, please contact us.
Any registered owners listed on the bill or anyone with Power of Attorney over the property or account can register. If you would like to give anyone else access to your account details (e.g. a relative or property manager), please contact us so we can make them an ‘authorised person’. This is quick and easy and once it’s done, they can use your bill details to register and set up their own unique username (email address) and password, or log in with their Facebook or Google account.
For other types of Unitywater accounts (e.g. business, trade waste, etc.):
Anyone from your business can register if they have a copy of the Unitywater bill (or the required details from it) and they have set up their own unique username (email address) and password.
To protect your privacy and security, we strongly advise you not to do this, even for a short time.
If you would like someone else to manage your bills and account details:
- Please contact us so we can make them an ‘authorised person’.
- Download and complete the form:
Tips to protect your personal details
- Don't share your My Account login email address, password and verification codes: If you have more than one person from your family or business logging in to My Account, make sure they are an authorised person (with full authority) and are registered to log in with their own individual email address, password and verification codes.
- Change your My Account password regularly: Choose a strong password that's difficult for others to guess and is different from your email password. Find out how to create a strong password.
- Watch out for phishing emails: Unitywater will never ask you to give use your password or verification code over the phone or by email. If you receive a suspicious request for your passwords, codes and other personal information, do not reply and do not click on any links in the email or open any attachments. Learn more about phishing.
- Report any suspicious activity: If you notice activity on your account that wasn’t you, or your My Account details have been changed without your authorisation, please call us on 1300 086 489 straight away.
- Keep your contact details up to date: This helps ensure your verification codes and other important security notifications always go to the right person, and we can contact you about any urgent security issues regarding your account.
- Visit the Australian Government Cyber Security Centre's Personal Cyber Security Firsts Step Guide and Advance Steps Guide.
