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Frequently asked questions – multi-factor authentication for My Profile

Frequently asked questions – multi-factor authentication for My Profile

We have enhanced our online portal (My Profile) used by tax practitioners as we take online security seriously here at the Tax Practitioners Board (TPB). As part of this enhancement, we have introduced multi-factor authentication (MFA) in line with Australian Government standards. 

Multi-factor authentication provides a way of verifying that you’re really the person you’re claiming to be when you log into your online accounts. Every time you login to our portal, you will be taken through the MFA process.

Whether you are a new user or already registered with us, our video explains how the MFA process works when you create or login to your TPB account. 

Below are some common queries we receive about logging into My Profile. For information about how to recover your TPB username or reset password, refer to Recovering My Profile username and resetting password.

 

I don’t remember my preferred option to receive my verification code.

I no longer have access to the email address I registered. How do I update it to receive my verification code?

I’m a registered tax practitioner and I selected the email verification option but I haven’t received my code.

The portal doesn’t accept the verification code I enter.

Can I change my preferred option to receive my MFA code?

 

I don’t remember my preferred option to receive my verification code. 

The system will remember which MFA option (email or mobile number) you selected. So just enter your username and password to sign in and select ‘Send code’. The system will advise you if the code has been sent to your email or phone. 
 

I no longer have access to the email address I registered. How do I update it to receive my verification code?

Contact us and provide your username, email address registered with us, new email address and your phone number. 

We will advise you when we have updated your details or contact you if we need further information.
 

I’m a registered tax practitioner and I selected the email verification option but I haven’t received my code. 

If you are accessing our new online portal for the first time since 11 April 2022, you need to reset your password before requesting the verification code.

  • Allow at least 10 minutes to receive and use the verification code. 
  • Check your spam or junk folder. 
  • If you still have not received the verification code, contact us so we can help you.
     

The portal doesn’t accept the verification code I enter. 

You have 10 minutes to use the code. If the code has expired, select ‘Resend code’ to receive a new code. 

Ensure you have not included any spaces before or after the number when entering the code. 

You should select ‘Verify code’ to verify the code. Once successfully verified, then select ‘Continue’ to proceed with the MFA process. 
 

Can I change my preferred option to receive my MFA code?

Once you have selected your preferred option of phone or email to receive your code, you will not be able to change your option. In the event you no longer have access to the phone or email you registered with us, you can contact us to discuss your situation.

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Last modified: 16 June 2022