Category: Billing and Support
Last updated: Tuesday, 11 February 2025

Why More is simplifying your login experience

We’ve received feedback from customers that our Portal login process was too complicated; having to remember your Account Number and password, as well as your email.
As a result, we’re simplying the Portal login experience. 

 
From Friday 12 April 2024, you’ll be able to log in to the Self Care Portal by only entering your email and mobile number. We’ll then send a one-time verification code to your mobile and email – this is our way of double-checking it’s really you (a similar verification process already happens when you speak with our team over the phone).
 
 
The enhanced security makes it harder for someone else to access your online account, including your personal details.

For more Frequently Asked Questions about this change, see below.


My email or mobile aren’t recognised when I try to log in to the Portal, what should I do?
We recommend contacting our Customer Service team on 13 66 73 to ensure you contact details are up to date.

How do I update my contact details for Portal log in?
If you know your details are changing, we recommend logging into the Portal and updating your contact details ahead of time. This will ensure you can continue to access the Portal.
 
If your details have already changed and you’re unable to receive a verification code to either your email or mobile, we recommend calling our Customer Service team on 13 66 73. We’ll help you update your details and get access to the Portal.

My account has been locked, what does this mean?
You may have entered an incorrect verification code too many times.
 
To protect your security, our system will lock you out of your account for 15 minutes after 3 unsuccessful login attempts.
 
After 15 minutes, you can attempt to login again and get sent a new verification code. Alternatively, you can call our Customer Service team on 13 66 73.

I’ve tried to log in to the Portal but haven’t received my verification code. What do I need to do?
The best thing to do is give us a call our Customer Service team on 13 66 73. We’ll help you get access to the Portal.

Do I need to use two-step verification every time I want to log in to the Portal?
Yes. Every time you log in to the Portal, we’ll send a one-time verification code to your mobile and email – this is our way of double-checking it’s really you.

I’ve received a verification code that I didn’t request, what should I do?
We recommend that you can call our Customer Service team on 13 66 73 straight away. We’ll help ensure your account is secure.

I want to switch between accounts in the Portal, what do I need to do?
If you have more than one More account and want to switch between accounts after logging into the Portal, you’ll need to click the Switch Account option from the Account dropdown menu at the top of your screen. This will log you out of the current account you’re in and then you’ll need to log into the new account by entering your email and mobile number and completing the verification process again.
 
 
 
 

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