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How to retrieve a forgotten password

This article will answer some frequently asked questions about passwords, including what to do if you’ve forgotten your iiNet password.

If you already know your current password and you just want to change it to something different, please see Changing your password in Toolbox.

Select one of the links below to jump to a query:

Quick tips - Forgotten passwords

 

For more information, see the instructions below.

 

How to retrieve a forgotten password

If you're unable to recover your password by following the steps below, please call us on 13 22 58. A friendly customer service rep can get you back on track with the correct details and you can write them down for future reference.

  1. Go to http://iinet.net.au/password/ to access our password recovery tool.
     
  2. You’ll see the following options, which are explained further below:

    - I know my username and the mobile number attached to my account (Recommended)
    - I know my username

    - I don't know my username
     
     

  3. I know my username and the mobile number attached to my account: You'll need to enter your iiNet username (for a broadband service or a mailbox) and the mobile number recorded for a Billing contact (typically the acocunt owner) on the account. Your password will be sent to that mobile number via SMS.
     

     
  4. I know my username: You'll need to enter your iiNet username (for a broadband service or a mailbox), followed by some account information that makes up at least 9 points of ID. If the ID provided matches your account, your password will be displayed on-screen.
     

     
  5. I don't know my username: First, we'll need to figure out which account is yours. You can do this by providing your full name or a Netphone (VoIP) number. Next, you'll need to enter some account information that makes up 9 points of ID. If the ID provided matches your account, your password will be displayed on-screen.
     

     
  6. If you're unable to recover your password using the password retrieval tool, please call us on 13 22 58. A friendly customer service rep can get you back on track with the correct details and you can write them down for future reference.

     

Frequently Asked Questions

What information can I provide for ID points?

  • Partial Credit Card details (6 points)
  • Direct Debit details (4 points)
  • Date of Birth (3 points)
  • Recent Invoice (3 points)
  • Billing Address (2 points)

 

Should I be worried about entering my personal information on this web page?

Our Toolbox web page uses 128-bit encryption, which is the same as banking websites! You can rest assured that your information is secure. To crank the safety up a notch, we don’t ask you for your full credit card number, just a part of it.

 

What happens if I exceed the limit of unsuccessful attempts to retrieve my forgotten password?

If you exceed the limit of unsuccessful attempts, you’ll be barred from using the password retrieval tool for that username (or for any username on that specific computer) for 24 hours. If this happens to you, please give us a call on 13 22 58 to retrieve your password.

 

Why does it say I've exceeded the limit of unsuccessful attempts when I haven't even used it yet?

For security reasons, we must limit the number of password retrieval attempts by username as well as by the specific computer being used to retrieve it.

If you are using a work computer or non-iiNet internet connection, you may be behind a firewall. That means our system can mistake your computer for another computer that is also behind the same firewall. It doesn't mean that someone has retrieved your password, but unfortunately it does mean that you can't use the retrieval service from that computer until later.

 

My password has been sent to my email address, but I can’t access my email account. What should I do?

If this happens to you, please give us a call on 13 22 58 to retrieve your password.

 

How can I keep my password safe?

These days it's really easy to end up with more usernames and passwords than you can keep track of. Why not write them down and keeping them somewhere safe at home, like the same place you keep your passport or birth certificate? You can always check it if it ever slips your mind.

 

Gaining access to a lost account

If you are no longer able to access your account due to lost account information, or you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 13 22 58. We should be able to search for your account in our billing system and we can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).

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