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 log in to eRegistry to protect you and the records we hold.

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

What is multi-factor authentication (MFA)?

MFA is a way to add an extra layer of protection to your online account. It requires you to prove in two or more ways that you’re the owner of the account.

To prove your identity when you log in to eRegistry, you will now need to use your username, password and a verification code generated by an authenticator app on your mobile or tablet device.  

An authenticator app provides a 6-digit verification code that is valid for 30 seconds.

The verification code is an extra step to help keep your account secure, even if someone gets your password. 
For further information about MFA visit: Protect Yourself: Multi-Factor Authentication | Cyber.gov.au. 

How to set up MFA

1

1. Download and set up an authenticator app

You will need a smart mobile phone or tablet with a camera.  

Go to the app store on your mobile phone (e.g. Google Play Store or Apple App Store) and search for either Okta Verify, Google Authenticator or Microsoft Authenticator. Download the app of your choice.

Note: If you already have one of the three suggested authenticator apps on your mobile phone or tablet, you can go straight to step 2. 

2

2. Login to eRegistry

Login to eRegistry with your username and password.

3

3. Add a new account with your authenticator app

Once you log in to eRegistry, a QR code will show on your screen.  

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

Scan the QR code on your eRegistry screen with your authenticator app. You will need to have a phone with a camera to be able to scan a QR code. 

This will add a new line in your authenticator app called ‘LifeLink’. A 6-digit code will regenerate every 30 seconds. 

For more detailed instructions, visit how do I use an authenticator app to add a new account in the frequently asked questions. 

4

4. Enter the 6-digit verification code

When you are ready, enter the most recent 6-digit code into eRegistry.  

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

Your MFA will now be set up.

5

New code when you log in

When you log in to eRegistry, you will need to get a new 6-digit code generated by your authenticator app. The code generated in the authenticator app will change approximately every 30 seconds. 

You do not need to write down this code – it can only be used once during that 30-second period.  

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.

If the video is too fast for you to follow along, you can pause it after each step or slow it down by clicking the settings icon (the cog).  

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

You need to use MFA when you log in to eRegistry. You need to input your username, password, and a unique 6-digit-code from your mobile authenticator app. 

2

What is a mobile authenticator app

A mobile authenticator app is a security application that generates one-time, 6-digit codes for when you log in to an online account.  

The codes refresh every 30 seconds and are used along with your password and username to verify your identity. The supported apps for eRegistry are Google Authenticator, Microsoft Authenticator or Okta Verify.

You only need to download one of the 3 apps suggested.  
 

3

How do I set up an authenticator app on my mobile device

You need to download one of the supported authenticator apps from your device’s app store (e.g., Google Play Store or Apple App Store) and set up your account. The supported apps are Okta Verify, Google Authenticator, or Microsoft Authenticator. 

4

How do I use an authenticator app to add a new account

Okta Verify

1. Install the app

  • Open the App Store (iPhone) or Google Play Store (Android).
  • Search for “Okta Verify” and install it.

2. Open the app

  • Tap the Okta Verify icon on your home screen.

3. Add your account

  • Tap “Add account.”
  • Choose “Organisation account.”
  • Allow camera access if asked.

4. Scan the QR code

  • On your computer, open your work login or security page.
  • Choose “Set up Okta Verify.”
  • A QR code will appear.

  • Point your phone’s camera at the QR code.

     

5. Finish setup

  • Okta Verify will confirm the setup.
  • When logging in, approve the prompt on your phone or enter the 6-digit code shown. 

 

Microsoft Authenticator

1. Install the app

  • Open the App Store or Google Play Store.
  • Search for “Microsoft Authenticator” and install it.

2. Open the app

  • Tap the Microsoft Authenticator icon.

3. Add your account

  • Tap “Add account” or the plus (+) button.
  • Select “Personal account” or “Work or school account.”
  • Allow camera access.

4. Scan the QR code

  • On your computer, open your account’s security or two-step verification settings.
  • Choose “Set up authenticator app.”
  • Scan the QR code with your phone.

5. Finish setup

  • Approve the test notification if prompted.
  • When signing in, you may approve a prompt or enter the 6-digit code.

 

Google Authenticator

  1. Install the app
  • Open the App Store or Google Play Store.
  • Search for “Google Authenticator” and install it.

2. Open the app

  • Tap the Google Authenticator icon.

3. Add your account

  • Tap the plus (+) button.
  • Choose “Scan a QR code.”
  • Allow camera access.

4. Scan the QR Code

  • On your computer, open the website’s Security or Two-Factor Authentication settings.
  • Choose “Set up with an Authenticator App.”
  • Scan the QR code.

5. Finish setup

  • A 6-digit code will appear in the app.
  • Enter the code on your computer to complete setup. 
5

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 or you are experiencing issues with MFA,contact the Registry’s support team via email at eRegistry-support@customeservice.nsw.gov.au.

6

What if I don’t have a smartphone

You can use authenticator apps on a tablet device. If you don’t have a smartphone or tablet device, you will not be able to set up MFA. Please contact us via email at eRegistry-support@customerservice.nsw.gov.au for alternative verification methods.

7

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.

8

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.

9

Why doesn’t the code from my authenticator work? I keep getting an invalid code error.

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

Manually setting the time on your mobile device can lead to syncing issues and an invalid code error. 
 

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