Member area FAQs

Multi-factor authentication (MFA) is an extra layer of security to help protect your personal information. It requires a second form of verification; in this case a one-time passcode (OTP) sent to your mobile phone via SMS or authenticator app to confirm your identity when you log in.

Frank is committed to the security of our members' information. Multi-factor authentication enhances the security of your online account and protects your personal information from unauthorised access.

Each time you log in to your account, you'll enter the email address registered to your membership and password as usual. You will then be prompted to enter a unique one-time passcode (OTP) that we will send to your mobile phone via SMS or an authenticator app. Only after this code has been entered will you gain access to your account.

When you first log in from October 2025, you will need to confirm your details and reset your password. Click the link in the member area and follow the steps below to set up MFA: 

After you have set up MFA a one-time passcode (OTP) will be sent to your mobile phone each time you log in to the member area or mobile app. 

Please ensure your details (especially your mobile number) are up to date. You can update your mobile number by contacting our member services team on 1300 437 265. Once logged in you can update your details in the member area. 

New to the member area? You'll need your member number and mobile handy to set up multi-factor authentication (MFA):

Navigate to the member area and set up MFA with the following steps:

Once logged in to your secure member area, you can update your mobile number and other contact details. You can also update your mobile number with our member services team via phone on 1300 437 265. 

Multi-factor authentication is only available on a mobile phone via sms or with an authenticator app. If you don't have a mobile phone, you can continue to update your policy online via webchat with our member services team, or via phone on 1300 437 265.

If you lose your phone or change your number, you'll need to update your contact details by contacting our member services team.

You’re likely already familiar with multi-factor authentication. Like many other businesses, multi-factor authentication will be required each time you log in, this provides an extra layer of protection for your personal information.

Yes, to protect your personal information multi-factor authentication is mandatory for accessing your online account.

No, multi-factor authentication is required for the member area and mobile app to keep your personal information secure. If you prefer, you can continue to update your policy with us online via webchat with our member services team, or phone on 1300 437 265.

Yes, there is an option for you to use an authenticator app should you not want to use SMS. When you first set up multi-factor authentication you will need to select the choice to use an authenticator app. Unfortunately, you won’t be able to switch once your choice has been made. 

If you experience issues or need any assistance our member services team are ready to help you. Please contact our member services team online or via phone on 1300 437 265. 

No, multi-factor authentication is not available via email. If you don't have a mobile phone you can continue to update your policy online via webchat with our member services team, or via phone on 1300 437 265. 

If you get locked out, you can reset your password or contact our member services team online via webchat, or via phone on 1300 437 265. You may be asked to confirm your identity so they can assist you with regaining access to your account. 

Multi-factor authentication reduces the risk of unauthorised access and provides stronger protection for your personal information. 

You will need to use the email address that we have on file for your membership.

1. Go to the Frank member area login page.
2. Click "Forgot password?" in the password field.
3. Enter your email address – use the one linked to your membership.
4. Check your email – you’ll receive a one-time passcode (OTP). Enter it to continue.
5. Phone verification – check your SMS and enter the OTP sent to your phone to confirm your mobile number.
6. Update your password – follow the prompts to set a new password.
7. Log in to the member area – with your new password.
8. If you haven’t already set up multi-factor authentication (MFA) – select SMS or authenticator app to complete set up.

No, you don’t need to re-register. You can reset your password using the email address that we have on file as part of your membership.

There are a few reasons this message may appear.

1. We may not have a valid mobile number on file for you. Multi-factor authentication – required to register for or log in to the member area – is only available with a mobile phone, and this number must match what we have in our system for your membership.
2.You might be entering a different email address to the one we have on file for you. You will need to use the email address that Frank has on file as part of your membership. Make sure that there are no spaces before or after your email address when you are trying to log in.
3. If you’re no longer a Frank member and cancelled your policy more than 30 days ago, you will no longer have access to the online member area. If you need help accessing your previous policy information, you’ll need to contact us for support.

You will lose access to the member area 30 days after cancelling your policy but we’re still here if you need us.

Only the primary policyholder can register and log in to the Frank member area. No additional email addresses or mobile numbers can be added or used to log in.

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If you still require assistance, you can contact our member services team for support.

You can update your mobile number with our member services team via phone on +61 3 5202 8770.

Multi-factor authentication is only available on a mobile phone via SMS or authenticator app. If you don't have a mobile phone, you can continue to update your policy online via webchat with our member services team, or phone on +61 3 5202 8770.

If you don't have an Australian mobile phone number, you can continue to update your policy online via webchat with our member services team, or phone on +61 3 5202 8770. 

If you lose your phone or change your number, you'll need to update your contact details by contacting our member services team.

If you experience issues or need any assistance our member services team are ready to help you. Please contact our member services team online or via phone +61 3 5202 8770. 

No, multi-factor authentication is not available via email. If you don't have a mobile phone you can continue to update your policy online via webchat with our member services team, or phone on +61 3 5202 8770. 

If you get locked out, you can reset your password or contact our member services team online via webchat, or phone on +61 3 5202 8770. You may be asked to confirm your identity so they can assist you with regaining access to your account.