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 code 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.

Multi-factor authentication will be required for all members starting from October 2025. You will be required to make sure that your mobile number is correct before this date to continue to manage your policy online and via the Frank app.

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: 

1. Enter your email address – use the one linked to your membership. 

2. Check your email – you’ll receive a one-time passcode (OTP). Enter it to continue. 

3. Phone verification – Check your SMS and enter the OTP sent to your phone to confirm your mobile number. 

4. Update your password – follow the prompts to set a new password. 

5. Log in to the member area – with your new password. 

6. Set up multi-factor authentication (MFA) – select SMS or authenticator app to complete set up. 

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 details securely in the member area. 

If you’re signing up to the member area for the first time, you’ll need your member number to log in too, so make sure to have this handy when these changes take effect. You can find your member number on your membership card or within some emails that we have previously sent to you. 

You can update your mobile number in the member area or mobile app, or 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, there will be 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. 

Yes, to protect your personal information multi-factor authentication will be mandatory for online accounts from October 2025.

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. 

• If you haven’t already registered for the member area, you will need to select ‘register’ before attempting to log in.
• You’ll need to use the email address that we have on file for your membership.
• You will be required to validate your email using the mobile number we have on file for your membership.
• If you don’t have a valid mobile on file, we will need to verify your membership and identity with additional information requested during the registration process.

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

You don’t need to re-register for the member area if you have forgotten your password. You can simply reset your password using the following steps:

• Go to the member area login page.
• In the password section you can select ‘Forgot password?’. This will take you to the password reset page.
• A link to reset your password will be sent to the email address that we have on file for your membership.

Please note that our customer service team cannot change your password for you. They are only able to send you the reset password link for you to change it.

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.

You might be trying to use a different email address to the one we have on file for your membership.

Make sure that there are no spaces before or after your email address when you are trying to log in.

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 can be added or used to log in.

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If you still require assistance, you can contact our customer service team for support.

You can update your mobile number in the member area, or 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.