Rest App Troubleshooting  

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   

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

Yes, you can use your passcode to set up your passkey.

If you don’t have Face ID enabled a screen will appear to ‘Continue with Passcode’

1. Select ‘Continue with Passcode ‘
2. Enter your device passcode

If you selected ‘Other options’ select the passwords option to continue. 

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, contact us by messaging us on Live Chat or call us on 1300 300 778 if you’d like to make any changes to your account.   

If you haven’t received your code try:

• 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 open Live Chat, type ‘login issues’ and follow the prompts.

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.

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

 You’re allowed 5 attempts to enter your OTP. 

If you have 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 open Live Chat, type ‘login issues’ and follow the prompts.

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.  

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.  

To log into your online account, you will need:

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

If you are missing or have incorrect details, you will need to contact us to update your details and verify your identity before accessing the Rest App or MemberAccess. The quickest way is to open Live Chat, type ‘login issues’ and follow the prompts.

You will 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 from Monday to Friday 8am-8pm or Saturdays 9am-5pm (AEST/AEDT).  

You will need to contact us and reset your multi-factor authentication.  

The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts  

As long as you are using the same Apple or Google email ID as before you will not have to re-register. 

If you are using a new email ID, you will need to contact us and reset your multi-factor authentication.  

The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts.  

No, MFA is automatically integrated into your experience. 

If you lose your device, we recommend contacting us to reset your security on your account before logging in on the new device. The quickest way is to message us on Live Chat, type ‘login issues’ and follow the prompts.

Select ‘Forgot your Pin?’ when you open the Rest App. 

You’ll be taken to the registration page to set up your app again. 

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. 

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

For security reasons, you will be required to have a mobile phone number on file to verify your identity when using the Rest App and MemberAccess.

Message us on Live Chat or call us on 1300 300 778 if you’d like to make any changes to your account. 

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 message us on Live Chat, type ‘login issues’ and follow the prompts.

If your account is closed, you won’t be able to access the Rest App. If this doesn’t seem right, message us on Live Chat, type ‘chat to agent’ and follow the prompts.