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Rest App Troubleshooting  

Phone

Having trouble with the Rest App?

There are a few things you can do: 

  1. Ensure you have the minimum required device software. The app requires a minimum iOS 16.4 or Android 9

  2. Check you have the  latest version of the Rest App. You can update or try re-installing the app in your app store

  3. Check your member number is correct

  4. Make sure your device settings are set up for passkeys. If you’re having trouble, you can find help below

If your device does not support these software versions or you don't want  to set up passkeys on your device, you can access your online account via MemberAccess.  

Help setting up the Rest App

How do I set up the Rest App?

To set up the Rest App, follow the steps below:

  1. Click ‘Log in’ and follow the prompts
  2. Enter your member number
  3. Verify your identity with either your mobile or email
  4. Set up your passkey (Tip: Android users select ‘This device’)
  5. Enter a Rest Pin
  6. Log in   

Setting up your Rest App (IOS)


Setting up your Rest App (Android)

What will I need to register? 

To log into your online account, you'll  need: 

  • Your member number 
  • Both your email and mobile number on file

If you're  missing or have incorrect details, you'll need to contact us to update your details and verify your identity before accessing the Rest App or MemberAccess. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

What if I can’t register because I have missing or incorrect details?  

You'll need to contact us, so we can verify your identity and update your details.  

The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

Passkey help

What is a passkey?

Passkeys are a secure and simple way to access your account. They're  a safer and easier alternative to passwords. They’re stored securely on your device and protected by something like your fingerprint, face, or PIN.  Passkeys are phishing-resistant and more secure than traditional passwords.  

How do I set up a passkey?

If passkey is enabled on your device:

iOS:

Use your Face ID to sign in and save your passkey to your device. 

Android:

Select ‘This device’ when choosing your passkey option and follow the prompts. 

If you don’t have passkeys enabled, you will need to enable passkeys on your device to continue.

iOS – Passkey help and device settings

First, check your device supports passkeys, as not all devices are compatible. If it does, make sure the settings below are turned on. These need to be enabled to set up a passkey: 

  1. Biometrics - FaceID and Passcode
  2. Passwords and Keychain   
  3. AutoFill & Passwords

Use the steps below to check your settings. After setting up your passkey, you can continue to sign in to the Rest App.

Setting up biometrics - Face ID & Passcode:

  1. Navigate to 'Settings'
  2. Select 'Face ID & Passcode'
  3. Enable ‘iPhone Unlock’ ‘and 'Password Autofill’
  4. Select ‘Other Apps’
  5. Enable ‘Rest’

    Using your passcode instead of Face ID

    If you’d prefer not to use Face ID, you can use your device passcode instead. You'll still need to have the settings above turned on.

    To use your passcode:

    1. When prompted for Face ID, do not scan your face
    2. After a moment, a screen will appear, select ‘Continue with Passcode’
    3. Enter your device passcode

    Please note: Don't select ‘Other options’, as these aren’t available. If you tap this by mistake, close that screen and go back to the previous one.

    Setting up AutoFill & Passwords:

    Follow the steps below to enable AutoFill & Passwords:

    1. Navigate to ‘Settings’
    2. Tap ‘General’
    3. Open ‘AutoFill & Passwords’
    4. Enable ‘AutoFill Passwords' and 'Passkeys and Passwords’

    If Passwords are disabled, check you have the native Password app or another password manager set up on your iPhone. You can download the Passwords app in your App store.

    AutoFill and Passwords screen on iOS

    Enabling 'Passwords & Keychain':

    1. Navigate to 'Settings'
    2. Select 'Apple ID'
    3. Tap 'iCloud'
    4. Open 'Passwords and Keychain'  
    5. Under 'iCloudEnable iCloud Keychain', enable 'Sync this iPhone'

    Screen displaying passkey setup on iOS phone.

    If you're still unable to set up your passkey, you can visit Apple support for “Use passkeys to sign in to websites and apps on iPhone” guidance. Make sure you select the correct version at the top of the screen that suits your device.  

    Android – Passkey help and device settings

    First, check biometrics are enabled. Your device also needs an active screen lock set up (PIN, Pattern or Biometrics), as passkeys default to the screen lock. Some Android devices also support Iris and Face Id.

    To ensure passkey is enabled on your device, follow the steps below. The locations of your passkey settings may vary slightly from device to device.  

    1. Open ‘Settings’ 
    2. Select ‘Google’ 
    3. Tap ‘Manage your Google Account’ 
    4. Select ‘Security’ 
    5. Enable ‘Passkeys and Security keys’ 

    If you’re still unable to set up your passkey, you can visit Google Account Help for “Sign in with a passkey instead of a password” guidance. 

    When do I need to reset my multi-factor authentication (MFA) and how do I do it?

    Resetting Multi‑factor Authentication (MFA) is only required for the Rest App.

    You’ll only need to reset MFA if you’ve changed to a new device and are moving between iOS and Android (or vice versa). If you’re staying on the same type of device, see below:

    Android: You’ll need to reset MFA before setting up the Rest App on a new Android device.

    iOS: If your data has already synced from your old iOS device, there’s nothing you need to do.

    How to reset MFA:

    1. Log in to MemberAccess
    2. Navigate to ‘My profile’
    3. Select ‘Account settings – manage Multi-factor Authentication’
    4. Click ‘Reset’ and ‘Confirm’

    If you prefer, you can contact us instead. The quickest way is via Live Chat, — type “login issues” and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    What happens next:

    Once reset, download the Rest App on your new device and follow the prompts to re‑register.

    If you’ve lost your device or want to sign out of all devices, contact us and we’ll help remove your security profile so you can start again. 

    I don’t want to set up a passkey?

    Passkeys are compulsory. You won't be able to access the Rest App without a passkey.

    If you prefer to use your password you can use MemberAccess to access your account online. This is an alternate way to access your account that has other multi-factor measures in place to keep your account secure.   

    Can I use a passkey on more than one device?

    If you’re trying to use your passkey on both an old and a new device, we recommend using the Rest App on the new device only. For steps on how to do this, see “When do I need to reset my multi-factor authentication (MFA) and how do I do it?”

    If you want to use the app on more than one device (for example, a mobile and a tablet):

    • iOS: If you’re signed in with the same iCloud account, you’ll need to reverify your passkey with the PIN/biometrics when prompted.
    • Android: Passkeys are device‑bound and generally can’t be reused on another device. 

    What happens if I upgraded to a new device. Can I use the same passkey? 

    What you need to do depends on the type of device you’re using:

    iOS: If you’re signed in with the same iCloud account ad your data has already synced from your old iOS device, there’s nothing you need to do.

    Android: Passkeys are linked to your device and usually can’t be moved to a new one. If you’re using a new Android device, you’ll need to reset your passkey. For steps on how to do this, see “When do I need to reset my multi-factor authentication (MFA) and how do I do it?” 

    If I change from iOS to Android or vice versa – can I use the same passkey? 

    No, you will need to reset your multi-factor authentication. Refer to ‘When do I need to reset my multi-factor authentication (MFA)  and how do I do it?’ for further instructions. 

    Common member asks

    I can’t find my member number

    You can find your member number on your Rest Digital Member Card or any annual statements, emails, or letters we’ve sent you. Usually it’s in the top corner of the correspondence. Jump into your email inbox and search ‘Rest’ to find the latest message from us. 

    App screen showing member number field.

    My account can’t be verified

    There’s a number of reasons why this might happen, the most common are:

    • Incorrect member number
    • Missing contact details
    • An issue with your account

    You'll need to contact us to verify your account. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    App screen displaying that account cannot be verified.

    I’m receiving code errors

    Most common causes:

    • Invalid code
    • Session expired
    • Inactivity
    • Too many attempts

    Check you've entered the correct code within the time limit.

    If it's still not working, you could try generating a new code.

    Still experiencing issues, please contact us. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    Message indicating errors were found with the verification code.

    A red error box flashes before re-directing back to the start with a ‘something went wrong’ message (iOS users)?

    This may be caused by the iCloud Private Relay. In some cases, if this feature is enabled, it can trigger a security condition within our system, preventing you from proceeding with registration.

    To fix this:

    1. Open Settings
    2. Tap your Apple ID name (at the top)
    3. Tap iCloud
    4. Tap Private Relay and switch it off
    5. Go back to the Rest App and complete your registration
    6. When finished, you can switch Private Relay back on if you wish

    I’m not receiving a code

    If you haven’t received your code try:

    • Generating a new code

    • Sending the code using the other option (via email if you chose SMS or vice versa)  

    If you’re still having trouble contact us. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    If you're using an international number

    For security reasons some international numbers are blocked from receiving the verification code. When you upgrade your Rest App you can choose to receive the code by email instead.

    How long do I have to enter the OTP (One Time Pin) before it times out? 

    You 'll have 5 minutes to enter your code. If it times out, try generating a new code. 

    How many attempts do I have of the OTP (One Time Pin)? 

     You’re allowed 5 attempts to enter your OTP. 

    What happens if I have had too many attempts?

    If you've been advised that you have made too many attempts, wait 15 minutes then you can try generating a new code. 

    If you need access urgently or if you continue to be locked out, contact us.  

    The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    Something went wrong

    You'll need to contact us. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    App screen displaying a 'something went wrong' message.
    Question mark enclosed in a circle

    Suspect suspicious account activity?

    If you received a one-time code you didn’t request, or suspect suspicious activity, please contact us immediately on 1300 300 778.

    Additional troubleshooting

    How do I check my phone’s operating system?

    You can check your operating system by going to:  

    Apple:

    1. Settings App
    2. General
    3. About  

    Android:

    1. Settings App
    2. About 

    The locations of your operating system settings may vary slightly from device to device.  

    What do I do if I don’t have a phone that supports the system operating requirements? 

    If you have a device that’s on an older version of the operating system, then you won’t be able to use the updated version of the app. You can use MemberAccess to access your account online.  

    What to do if my Rest App isn’t working?

    There are a couple of things you can do:

    1. Ensure you have the minimum required device software. The app requires a minimum iOS 16.4 or Android 9
    2. Check you have the latest version of the Rest App. You can update or try re-installing the app in your app store.
    3. Check your member number is correct

    If your device does not support these software versions, you can access your account via MemberAccess.

    I have the right operating system and still can’t access the app?

    The Rest App has platform restrictions on accessing the Rest App from certain countries due to security risks. If you are unable to get onto the app from a foreign country and would like to make any changes to your account, contact us by:

    1. Messaging us on Live Chat. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT)
    2. Call us on 1300 300 778. Available Monday to Friday 8am – 8pm (AEST/AEDT)  

    Do I need to register for a separate MFA platform? 

    No, MFA is automatically integrated into your experience. 

    What if I lose my device? 

    If you’ve lost your device or want to sign out of all devices, contact us and we’ll help remove your security profile so you can start again.

    The quickest way to get help is through Live Chat, — type “login issues” and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT). 

    What if I forgot my pin? 

    Select ‘Forgot your Pin?’ when you open the Rest App. You’ll be taken to the registration page to set up your app again. 

    What is required if I have multiple accounts? 

    If you have more than one account, and they are linked, you can now switch between them in the Rest App. 

    If you have not previously linked your accounts, you will need to contact us to link your accounts, prior to registering for the app. 

    This reduces the time it takes to log in to all your accounts and makes it easier to keep track of your super. 

    How do I know if my accounts are linked? 

    Your accounts will only be linked if you have previously contacted us and asked us to link them. 

    I don’t have a mobile and cannot receive SMS

    The Rest App has platform restrictions on accessing the Rest App from certain countries due to security risks. If you are unable to get onto the app from a foreign country and would like to make any changes to your account, contact us by:

    1. Messaging us on Live Chat. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT)
    2. Call us on 1300 300 778. Available Monday to Friday 8am – 8pm (AEST/AEDT) 

    I am not receiving the registration emails when being set up for the first time. What do I do? 

    Check that the correct email address has been registered. If the email is correct, check your junk/spam inbox and mail filters.

    If you're still having trouble, contact us. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    I am receiving an account closed screen

    If your account is closed, you won’t be able to access the Rest App. The quickest way is to message us on Live Chat, type ‘chat to agent’ and follow the prompts. Available Monday to Friday 8am-8pm or Saturday 9am – 5pm (AEST/AEDT).

    Need more help?

    Still having trouble accessing your account or haven’t found the help you need? Contact us for help or find answers to common questions about the Rest App and how we keep your information secure.

    Contact us
    Rest App FAQs