Multifactor Authentication on the Return and Earn/CDS VIC West App
We’re committed to ensuring your Return and Earn/CDS VIC West experience is both rewarding and secure. That’s why we’re introducing Multi-Factor Authentication (MFA), an extra layer of protection for your account. This will enhance the security of your account.
What is Multi-Factor Authentication (MFA)?
MFA is an additional step of verifying your identity through your mobile phone. When you make changes to your payout details and personal information, you’ll receive a unique verification code via SMS. This code confirms that it’s really you accessing your account.
Why are we implementing MFA?
- Enhanced Security: Protects your account from unauthorised access.
- Safeguards Your Earnings: Ensures that your funds are secure.
How does it work?
When you attempt to change or add new payout details on a Bank Account or PayPal, you’ll be prompted to enter your mobile number.
We’ll send a unique code to your mobile number via SMS.
Enter the code in the app to complete the verification process.
What to Expect:
- Existing users who are already logged in will not be logged out during the MFA rollout.
- Your existing payout preferences (PayPal or Bank Transfer) will remain unchanged, but you are strongly advised to add your mobile number and verify it to connect with your account.
- You’ll need to verify your mobile number with a code when changing or deleting your Bank Account or PayPal details.
Your Security Matters
We understand that security is important. This update is designed to protect your account and ensure a safe and reliable experience.
General MFA Questions:
What is Multi-Factor Authentication (MFA)?
MFA is an extra layer of security that requires you to verify your identity using more than one method. In this case, we’re using your mobile phone to send a verification code via SMS.
Why are you implementing MFA?
To enhance the security of your account and safeguard your refunds.
Will I need to verify my mobile number every time I log in?
No, you will need to verify your mobile number with a code whenever you make changes to your payout details (Bank Account or PayPal).
What happens if I don’t receive the Code?
No, you will need to verify your mobile number with a code whenever you make changes to your payout details (Bank Account or PayPal).
Will this cost me anything?
We will send the SMS code messages for free. However, depending on your plan, your mobile carrier might have its own fees for receiving SMS.
Existing Users:
I’m already logged in. Will I be logged out when MFA (Multi-Factor Authentication) is rolled out?
No, existing logged-in users will not be logged out.
I have already set up my payout method (PayPal, Bank Transfer, or Charity). Will it change after MFA (Multi-Factor Authentication) is launched?
No, your existing payout method will remain unchanged.
If I get logged out, will my previous payout method still be saved?
Yes, your previous payout method will remain the same.
Will I need to perform verification to change or delete my existing Bank Account or PayPal?
Yes, you will need to verify with a code to change or delete your Bank Account and PayPal details.
New Users and Account Setup:
Will new users be required to activate MFA to use Digital Vouchers or Donation as their default payout?
New users will be able to use Digital Vouchers or Donation without MFA. Direct payouts like Bank Transfers and PayPal require MFA
If I choose the password option and don’t verify the link in the Welcome Email, can I still use the app?
Yes, you will be able to land on the home page, see your app barcode, complete a recycle session, and get access to your digital vouchers.
If I choose the Email Verify option and don’t verify the link in the Email, can I still use the app?
No, you will not be able to access the app without verifying the link, but you will be able to see your closest refund location on the map.
What happens if I change my mobile number?
You will need to update your mobile number in your account settings by clicking on the three vertical dots at the top right of your app’s home page and then clicking on edit profile. You will be required to verify the code on the old mobile number, then add the new mobile number and verify it with a code. Please contact support if you face any issues.
Is my mobile number secure?
Yes, we use industry-standard security measures to protect your mobile number and all personal information.
Looking for more information? Contact our customer service team below:
Return and Earn Hotline (NSW)
1800 290 691
enquiries@tcnsw.com.auThe TOMRA Cleanaway Hotline is your one-stop destination for all of your support needs for the NSW Return and Earn scheme. If you need assistance, are reporting feedback or have a general question. our customer service team is ready to take your call.
CDS Vic West Zone (Victoria)
1800 237 842
customerservice.vic@tomracleanaway.com.auThe TOMRA Cleanaway support line covers all return points across the Western Zone for Victoria’s Container Deposit Scheme. If you need assistance or have a question, our experienced and friendly customer service team is able to help.
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