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Why haven't I received my Multi-Factor Authentication?

If you’ve tried logging into your online services account but haven’t received your MFA code through SMS or email, no problem – we’re here to help. 

Here are a few steps to try first for email:

  1. Check your junk, spam, deleted or sent folders, as sometimes emails can end up there.

  2. Wait a few minutes after requesting the MFA code via email - there might be a slight delay.

  3. Double-check that the details you entered are correct

Here are a few steps to try first for SMS:

  1. Wait a few minutes after requesting the MFA code via email - there might be a slight delay.

  2. Double-check that your phone number is entered correctly.

  3. Check your phone's signal and refresh it by toggling your airplane mode off and on.

  4. Ensure 'do not disturb' and SMS filters aren't blocking messages.

  5. Restart your phone and reset mobile network settings if issues persists.

If you’ve tried these steps and still haven’t received the MFA code, you can give us a call on 1300 937 838 or email enquiries@westfund.com.au, and we'll be happy to help resolve this issue for you.