Maintaining current account credentials is essential for the security of your trading profile and ensures uninterrupted access to the Client Portal. This guide outlines the formal procedures for updating your mobile number, email address, and portal password.
1. Overview of Security Updates
Security updates for mobile numbers, email addresses, and passwords can be performed directly within the Client Portal. To maintain account integrity, users must have access to at least one active multi-factor authentication (MFA) method—such as SMS, email, or an Authenticator app—to authorize any modifications.
2. Step-by-Step Security Update Procedures
These procedures provide a standardized workflow for modifying primary account credentials including your phone number, email, and portal password.
2.1 Access Security Settings
Log into the Client Portal.
Navigate to the Settings tab in the left-hand navigation bar.
Select Security from the sub-menu.
2.2 Locate and Initiate Changes
Identify the credential you wish to modify and follow these specific steps:
Mobile Number: Located under the Two-Factor Authentication (2FA) section.
Email Address: Located in the primary security list.
Portal Password: Located in the primary security list.
Click the Update button located to the right of the respective field to begin the process.
2.3 Verification and Authorization
In the pop-up window, select a verification method:
SMS: Code sent to the current registered mobile number.
Email: Code sent to the registered account email address.
Authenticator: Code generated via Google or Microsoft Authenticator (if previously linked).
Click Get verification code.
Enter the code received and click Continue.
Input the new mobile number, email, or password as prompted to finalize the update.
3. Critical Operational Considerations
When performing security updates, the following system protocols and limitations apply:
24-Hour Withdrawal Lock: Updating 2FA or security credentials triggers an automatic 24-hour suspension of all withdrawal capabilities. This is a mandatory risk mitigation protocol.
Payment Reverification: Certain payment gateways may require manual reverification following a credential change. Manage these requests via the Service Hub within the Transaction History tab.
Daily Request Limits: A maximum of 5 mobile number change attempts is permitted per 24-hour period. This includes both successful and unsuccessful attempts.
Geographic Restrictions: Any new mobile number must match the country code of your registered country of residence.
3.1 Request Limit Logic
System limits operate on a rolling 24-hour window. Available Attempts = 5 minus (Attempts made within the last 24 hours)
Example: If 5 attempts are made at 10:00 AM on Monday, the limit will not reset until 10:01 AM on Tuesday.
4. Lost Access Recovery
If you lack access to your registered mobile number or email, use the recovery tools on the Client Portal login page.
Face Scan Verification: Utilizes biometric technology to verify identity.
Regulatory Compliance: Face scans ensure identity integrity without manual intervention, providing a secure and accelerated recovery path.
5. Contact Support
If you encounter technical difficulties, please contact our support team:
Live Chat: Accessible via the Help icon in the Client Portal.
Email Support: [email protected]
Phone Support: +61 280397366