Multi-factor authentication for eRegistry users

Read about multi-factor authentication for eRegistry users and find out how to update your password to meet new requirements.

Last updated:
11 September 2025
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What is changing?

The Registry is making changes to the way you login to eRegistry to protect you and the Registry data. 

As an eRegistry user, you are required to set up multi-factor authentication and update your password to meet new requirements.

What is multi-factor authentication (MFA)?

Multi-factor authentication (MFA) refers to an additional layer of security that is added to the login process.

In addition to your username and password, you will now also need a code generated from your chosen authenticator mobile app.

This means that even if your password is compromised, your account can remain secure.

How to set up MFA

1

Login to eRegistry

Login to eRegistry with your username and password.

2

Add a new account with your authenticator app

Open your authenticator app and select the option to add a new account by QR code.

If you do not have an authenticator app on your mobile device, one can be downloaded from your mobile device’s app store (e.g. the Google Play Store or Apple App Store).

We recommend downloading one of the supported authenticator apps below:

  • Okta Verify
  • Google Authenticator
  • Microsoft Authenticator.
3

Scan the QR code with your authenticator app

Scan the QR code on your eRegistry screen with your authenticator app.

This will add a new line in your authenticator app called ‘LifeLink’.

4

Enter the verification code

This will verify the connection between your eRegistry account and your authenticator app.

Your MFA will now be set up.

Every time you log in, you will need to get the code generated by your authenticator app. The code will change approximately every 30 seconds.

How to update your eRegistry password

1:52

eRegistry: How to change or reset your password module

Read transcript
Video transcript

eRegistry: How to change or reset your password module

Open the LifeLink eRegistry login page. Please use the link and not any previously saved links or locations from any other sources.

Select forgotten/reset password. This will take you to the LifeLink registration portal. Select the forgotten password option. At the next screen, enter your username, which is normally your email address.

Correctly answer the capture verification on screen, then press search. Answer your secret questions and answers. These were set when you first configured your account.

Enter the capture verification again and press next. This will confirm that your password has been reset.

Check your email. This will send you an email like this. If this email does not arrive, check your junk folders.

Take note of the password in your email, not the one highlighted in the image. Go back to the LifeLink registration portal. This time, select reset password.

eRegistry login page. Enter your username and the capture. Click search. Step through the secret questions and answers again, along with the capture verification. Click next.

Copy and paste your current password. This is the password from your email received in step seven.

As this is a complex password, it is best to copy and paste this. Enter and confirm your new password according to the rules listed. Click submit.

Your new password must conform to all these rules:

  • between 14 and 64 characters
  • contain one uppercase letter
  • contain one lowercase letter
  • contain one number
  • contain one special character, like an apostrophe or question mark.

Once the password has been reset, you should receive an email noting this. Log in as per normal from here at the eRegistry login page.

Your new password will need to comply with new password requirements:

  • Minimum of 15 characters in length
  • Must not contain your account name or parts of your full name
  • Must contain three (3) out of the following four (4) categories for complexity
    • at least one number (0-9)
    • at least one uppercase characters (A through Z)
    • at least one lowercase characters (a through z)
    • at least one special character (for example: !@#$%^&*_+=`|\(){}[]:;”’<>,.?/)

Frequently asked questions

1

How often do I have to use MFA

Every time you log into the eRegistry portal, it will require you to input your username, password and a code from your mobile authenticator app.

2

What if I have a new mobile device or experience issues with MFA

If you have a new mobile device and require updating your MFA authenticator app, contact the Registry’s support team via email at eRegistry-support@customeservice.nsw.gov.au.

3

I have lost my phone. How do I get back into my account

If you have lost your mobile device and need to update your authorised device, contact the Registry’s support team via email at eRegistry-support@customeservice.nsw.gov.au.

4

Does my mobile device need to be connected to the internet to get a verification code

No. Once the authenticator app of your choice is installed and set up on your mobile device, it does not need a mobile or wireless connection to work.

Authenticator apps continually generate new codes that are valid for around 30 seconds.

5

Why doesn’t the code work on my third-party authenticator? I keep getting an invalid code error.

You need to make sure the time on your authenticator device is in sync with LifeLink (AEST). LifeLink uses an automatic clock service to set the time, as do most mobile device service providers, so we recommend you allow your network provider to set the time automatically. 

Manually setting the time can lead to out-of-sync issues and an invalid code error.

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