What is multi-factor authentication?

Multi-factor Authentication provides additional security for your personal information by verifying your identity when logging into an online account. As of Oct. 8, once you’ve entered your login credentials (username and password), we will send a one-time verification code to the email address and mobile number associated with your account. You will need to provide this code to gain access.

Why has multi-factor authentication been added to BWS customer accounts?

BWS is committed to protecting your personal information and we are continuously improving our security on all of our customers’ accounts. Multi-factor authentication is one of the most effective ways used to protect personal and sensitive data online, and deters any unauthorised person from gaining access to your account.

How do I set up multi-factor authentication for my BWS account?

Getting set up is easy. Simply sign in to your BWS account to get started. Be sure to have your mobile and email handy. Also, if you’re on the app, please download the latest version of the app. You will then be prompted to set up MFA by:

- Verifying you can access the email address listed on your BWS account via a one-time passcode (OTP)
- Nominating a mobile number on which to receive OTPs in future
- Verifying your nominated mobile number is valid via an OTP, which will then be saved on your BWS account.

That’s it! Your BWS account will now be protected with MFA. You will remain logged in to your BWS account and will only be asked to authenticate via your mobile the next time you log in.

How long will it take?

MFA is a relatively simple and standard process which should only take around 3 minutes to complete.

How do I log in to my account?

You will still need to log in using your existing BWS username (i.e. your email address) and password. Once you have successfully provided these details, you will be asked to provide the one-time passcode (OTP) sent to your mobile number to gain access. This code is only valid for 10 minutes.
It might seem inconvenient at first, but this additional layer of security is crucial in helping us protect your personal information from online scammers.
My email address is incorrect, how do I update it?

Simply contact our Customer Service Team on 1300 138 297 (9am - 9pm Monday to Saturday or 10am - 8pm Sunday) and our team will be happy to update your details on your account for you.

What if I have forgotten my password?

Simply click the “login” button in your BWS app or on the BWS website and then click “Forgot password?” located just below the Password field. From there, follow the prompts to reset your password.

What do I do if there is no Wifi  store?

If you do not have access in store to receive text messages and/or emails then you will not be able to complete the MFA process in store. We recommend you complete the MFA process as soon as you are able, once you are again within range to receive text messages and emails.
I entered the one-time passcode incorrectly and am locked out of my account. What can I do?

Mistakes happen, but don’t worry; your BWS account is still secure. You will have to wait for 10 minutes before requesting another one-time passcode.
I didn’t receive a one-time passcode in my email inbox. What should I do?

1. It can take a few minutes for your one-time passcode (OTP) to be delivered. Wait times can vary depending on your location or internet speed.
2. Sometimes, things get lost in the mail. Try checking your spam inbox, just in case.

If you haven’t received an OTP from us, press ‘Resend Code’ to try again.

If you still have issues logging in or receiving a one-time passcode, please feel free to contact our Customer Service Team on 1300 138 297 (9am - 9pm Monday to Saturday or 10am - 8pm Sunday).

I didn’t receive a one-time passcode on my phone. What should I do?

It can take a few minutes for your one-time passcode (OTP) to be delivered. Wait times can vary depending on your location, internet speed or mobile provider.

Sometimes text messages get filtered. Depending on your device, you may want to try the following:

If you are checking on an Android phone:

1. Open Messages.
2. Tap your profile photo or icon on the top right.
3. Click on Spam & blocked and see if a message from BWS has landed in this list.

If you are checking on an Apple phone:

1. Open Messages.
2. Check the left top corner.
3. If it says ‘Filters’ please click on that. Click on ‘Unknown Senders’ to see if the message from BWS, containing the OTP has reached this list.
If it doesn’t say ‘Filters’ (may say ‘Edit’), it means that filtering of messages is not occurring on your phone.

If you haven’t received an OTP from us, press ‘Resend Code’ to try again.

If you still have issues logging in or receiving a one-time passcode, please feel free to contact our Customer Service Team on 1300 138 297 (9am - 9pm Monday to Saturday or 10am - 8pm Sunday).
I have typed in a previously received one-time passcode, what can I do?

The one-time passcode sent is valid for 10 minutes and cannot be used once it has expired. Please use the ‘Resend Code’ option to request a new OTP.

If you still have issues logging in or receiving a one-time passcode, please feel free to contact our Customer Service Team on 1300 138 297 (9am - 9pm Monday to Saturday or 10am - 8pm Sunday).
Can I disable Multi-factor Authentication on my account?

No. Multi-factor Authentication (MFA) cannot be disabled. MFA is one of the most effective ways to protect your personal information and prevent unauthorised users or scammers from gaining access to your account. It is a mandatory protection measure for all BWS accounts.

Do I have to provide a one-time passcode every time I log in to my account?

Yes, a one-time passcode (OTP) will be sent via SMS to your nominated mobile number every time you need to log in to your account. This code will be valid for 10 minutes before expiring.

It might seem inconvenient at first, but this additional layer of security is crucial in helping us protect your personal information from online scammers.

How do I know if the verification email I received from BWS is genuine?

Your verification email will be sent to you from ‘BWS Verify’, from the address ‘[email protected]’. We will never ask for your personal information.

If you have received a suspicious email from us, let us know at [email protected]. Do not click on any of the links that are contained within the email.

How do I know if the verification SMS I received from BWS is genuine?

Your verification SMS will be sent from BWS. We will never ask for your personal information or include links in a verification SMS.

If you receive a suspicious SMS, please email us the details at [email protected].
I have received a verification email or SMS from BWS but I was not attempting to log in. What should I do?

Please reset your BWS account password. You can do that by clicking the ‘I forgot my password’ link if you are logged out. If you are still logged in on the web, you can change your password by accessing your account details.

Please also report this issue to our Customer Service Team on 1300 138 297 (9am - 9pm Monday to Saturday or 10am - 8pm Sunday).
Can I still buy Appy Deals products if I am logged out?

Logging back in to your BWS account is easy! Just follow the on-screen prompts to set up multi-factor authentication and you’ll be back in, in no time.

If you’re in a hurry, continue as a Guest to reach the home screen and present the Guest Appy Deals barcode on the counter to get your Appy Deal.
Remember to log back in to get the most out of your BWS account.

How often do I need to verify my details in order to access my account?

The only time you will need to verify your details in order to log back into your account is when you have been inactive in the app or on the website for a period of time. At that time, when prompted, you will need to enter your email address and password, after which we will send you an SMS for verification purposes.

Why are you doing this?

This is just a precautionary measure we are taking as MFA is one of the most effective ways to protect your personal information and prevent unauthorised users from gaining access to your account.

How does BWS handle my personal information?

At BWS, we take your privacy seriously. For information on how BWS collects, processes and handles your personal information, particularly for the purposes of MFA, please view our Collection Statement and Privacy Policy.

I don’t own a mobile phone. Can I still access my existing BWS account?

No. As BWS accounts are protected by Multi-factor Authentication (MFA), an Australian mobile phone number is required to receive the SMS OTP that we will send, in order for you to log into your existing account. At this point in time, email and SMS OTP authentication are required for MFA.

MFA is one of the most effective ways to protect your personal information and prevent unauthorised users or scammers from gaining access to your account.