Important security upgrade - introducing multi-factor authentication

The safety of your personal information is our highest priority. That’s why we’re introducing mandatory multi-factor authentication to secure your login to online member services.

When logging in to your RT Health membership account from 17 June 2025, you’ll be sent a unique one-time code by text or email each time you log in. Mobile is the automatic preference for multi-factor authentication, meaning you’ll receive your unique one-time code by text. If we don't have your mobile number on file, your code will be sent via email. 

This new security feature is one of the simplest and most effective ways to help prevent unauthorised access to your personal information.

We’ve put together some frequently asked questions below.

If you enter your one-time code incorrectly, click the resubmit button and a new code will be sent to you. If you don’t receive a code by text or email, please call our dedicated support team on 1300 886 123 (Mon-Fri: 8.30am-5pm AEST/AEDT).

Online member services security upgrade FAQs

What’s changing to the login experience for online member services?

To help keep your personal information and data safe, we’ll be introducing mandatory multi-factor authentication when logging in to online member services. This means you’ll need to enter a unique one-time code that will be sent to you by text or email every time you log in to your membership account. This will apply to all logins after 17 June 2025.

What is multi-factor authentication?

Multi-factor authentication is a security measure adding an additional layer of protection to your information by requiring a secondary proof of identity along with your login details. Multi-factor authentication requires you to confirm your identity each time you log in with a unique one-time code that is sent to you by text or email when logging in to online member services. 

Why is it important?

Many organisations have adopted multi-factor authentication, an essential protection measure in today’s cyber security and safety landscape. Multi-factor authentication makes it harder for cyber criminals to access your personal information by adding an additional layer of security.

Why is RT Health making these changes? 

Multi-factor authentication is common across financial services and telecommunication providers, helping to protect sensitive customer information and data, and reduce unauthorised access to their systems and networks. The introduction of mandatory multi-factor authentication to online member services is another way we’re continually improving security measures to help protect your private information.

When will this happen?

Multi-factor authentication will be activated for RT Health online member services from 17 June 2025. So, the next time you log in to your membership account, you’ll likely be asked to enter a unique one-time code that will be sent to you by text or email.

Do I need to do anything or will the update be automatic?

The upgrade to the log in experience will be automatic. To make sure you can successfully log in after 17 June 2025, please confirm your details are correct via online member services or get in touch with our dedicated support team by calling 1300 886 123. Once you’ve logged in and checked your contact details are correct, you don't need to take any further action.

Why multi-factor authentication? Do I need to use it every time I log in?

We take protection of your personal information seriously and want to make sure it’s always safe and secure. To help prevent unauthorised access to your account and add another layer of security to your RT Health membership, we’re adding mandatory multi-factor authentication to our online log in experience. 

This means, from 17 June 2025 you'll need to enter a unique one-time code generated every time you log in to online member services. This code will be active for 5 minutes before expiring. If your code expires before you use it, you’ll be prompted to request another code on the log in screen.

What if my email or mobile number is wrong?

Our team will support and guide members through the implementation of multi-factor authentication. If the email or mobile number listed on your membership account is incorrect, you’ll be temporarily locked out of online member services. To update your details and to make sure you can access your account, contact our team by calling 1300 886 123 (Mon-Fri: 8.30am-5pm AEST/AEDT). Please be aware there may be short waiting times as we assist all our valued members.

Can anyone on my cover update and use multi-factor authentication?

Currently only the policyholder (who we often call the principal member) can register to have an online account linked to their cover, so you’ll need to make sure their email and mobile number are up to date.  

I don’t have a smartphone or mobile phone. Can I still use multi-factor authentication?

Yes, you can still use multi-factor authentication if you don’t have a smartphone or mobile device. If you don’t have a mobile device, it’s important to make sure the email linked to your membership is correct, as this is where we’ll send your unique one-time code. If the email is incorrect, get in touch with our team by calling 1300 886 123.

Where will the code be sent if both my email and mobile are linked to my account? 

Mobile is the automatic preference setting used for multi-factor authentication, meaning you’ll receive your unique one-time code by text.

How do I turn on multi-factor authentication?

You don’t need to do anything. To make sure your personal information is always secure, mandatory multi-factor authentication is being automatically turned on for your membership account from 17 June 2025. This means, you’ll need to enter a unique, one-time code every time you log in to online member services.

Can I opt out of multi-factor authentication?

No. Multi-factor authentication is a mandatory security measure we've added to our log in experience to help keep your personal information safe.

How long does it take for the code to come through by text or email?

The code should arrive instantly, though there are many factors that might impact how long it takes to receive your code, like where you’re located, your mobile or service provider and your signal strength.

How many times do I need to enter the code?

You’ll be required to enter a new unique one-time code every time you log in online member services. 

Who do I reach out to for support?

If you need help logging in to your account or want more information about multi-factor authentication, get in touch with our team by calling 1300 886 123 (Mon-Fri: 8.30am-5pm AEST/AEDT).