Two-step verification

We use the two-step verification method to help you protect your account. It means that if someone other than you was trying to access your account, they would need more than just your username and password. 

It's easier for scammers to get access to passwords for online accounts than you think. The second step of verification means that even if someone gets access to your username and password, they still won't be able to access My Boost Mobile.

In 2021, Australians reported losing $211 million to scams involving identity theft, an 89% increase from 2020. Source: ACCC report. 

If a scammer or unauthorised person gets access to your account, they can try to access your payment details or your phone number. Two-step verification can stop them in their tracks.

1. Enter your Boost ID username and password
2. Verify a second way.

If you're logging into the My Boost Mobile app, you can verify your identity with your Boost PIN, a one-time code, or biometrics like face and fingerprint recognition (if your device supports it).

If you're logging into My Boost Mobile via a browser, you can verify your identity with your Boost PIN, a one-time code, or an in-app challenge if you have access to the My Boost Mobile app.

A Boost Mobile employee may ask you to verify your identity if you need them to look into your account over the phone or messaging.

There are 2 ways they may ask you to verify:

1. by sending a one-time code to the email address or phone number associated with your Boost Mobile account
2. by sending you an in-app challenge in the My Boost Mobile app (if you use the My Boost Mobile app).

You can help protect your identity by enabling your Boost PIN. You can do this easily in the My Boost Mobile app or via My Boost Mobile in a browser.

We'll never ask you to provide your PIN verbally to anyone, so if someone asks you to do that, end the conversation immediately.

To enable Boost PIN: 

1. Sign in to the My Boost Mobile app or via My Boost Mobile in a browser
2. Select Profile
3. Go to Security Settings
4. Go to Boost PIN
5. Follow the prompts to set up your PIN.

A one-time code can be sent to your contact mobile number or email address that you have registered with us. This will verify your identity when interacting with Boost Mobile over the phone or messaging, and when logging into My Boost Mobile in a browser.

To use this security feature, check that your contact details with us are correct. 

To check your contact details:

1. Sign in to the My Boost Mobile app or My Boost Mobile in a browser
2. Select Profile
3. Select Personal Details.

Biometric authentication uses your face or fingerprint to identify you. Boost Mobile does not store your biometric information like fingerprints or face images during this process.

On supported Android devices, you can use Face or Fingerprint ID. On supported iOS devices (like iPhones and iPads), you can use Face ID or Touch ID.  

To enable Face and Fingerprint ID:

1. Sign in to the My Boost Mobile app
2. Select Profile
3. Select Security Settings
4. Select Boost PIN and Face/Fingerprint ID
5. Toggle on Face ID, Fingerprint ID, or Touch ID (depending on your device).

You can use the My Boost Mobile app to verify your identity when logging into My Boost Mobile in a browser, or while talking to a Boost Mobile agent via messaging or on the phone. It also assures you that you are talking to an agent from Boost Mobile instead of a scammer.

To do so, you'll need to complete an in-app challenge that will be sent to the My Boost Mobile app.

The in-app challenge is only available to people using the My Boost Mobile app. If you don't use the app, you can use a one-time code instead. A Boost agent will never ask for your Boost PIN.

In-app challenge with notifications

1. Select the notification - We send a notification to your device from the My Boost Mobile app. 
2. Open the app - Tapping the notification will open the My Boost Mobile app. Verify your identity using biometrics (Face or Fingerprint ID), or if you don't have biometrics enabled, you can enter your Boost PIN, then follow the prompts.
3. Accept the verification request - Tap YES when requested to complete the verification request and confirm it's really you.

Completing the in-app challenge without a notification

1. If you don’t have notifications enabled or you don't want to use the notification, you can: - open the My Boost Mobile app and sign in using either your biometrics or Boost PIN 
2. tap the person icon in the top right corner
3. tap on the panel that says 'Identity verification' to accept the verification request.

• Let us know by reporting the scam: You can report a scam by visiting the Telstra active scams page. 
• Contact your bank: Let them know your suspect fraudulent activity on your account.
• Change your password: You can reset your password when you sign in to the My Boost Mobile app.