Updated: 29 April 2024

At smartMonday we understand the importance of providing you with the best possible online account experience. To achieve this, we'll be making some enhancements to our systems.

While these improvements are underway, you will still be able to reach out to our dedicated smartMonday team for any assistance you may need.

Please note that during this period, there will be some limitations on your online account access. We appreciate your patience and these changes are aimed at enhancing your overall experience.

We’re working to upgrade your digital experience and the security measures to safeguard your account.

If your login credentials aren’t working, it’s likely because you haven’t yet registered for our new online member portal. Instead of using your old login credentials, please click REGISTER and follow the instructions that have been emailed to you.

If you have previously accessed your smartMonday account online, follow these steps.

Step 1: Verify your email

Access the sign-up page by clicking here. Then click the register button and enter the email address you previously used to access your online account*. Click send verification code.

Check your emails, enter the verification code emailed to you and click verify code.

*The email address used to access your account may differ to the email we contact you on. Contact us if you are unsure which email you used to register for online access.

Step 2: Set up a new password

After verifying your email you will be prompted to enter a new password, simply click the create button to confirm.

Step 3: Set up multi-factor authentication

The instructions to set up multi-factor authentication will all appear on your screen. Simply follow these instructions.

To do this you’ll need to download a third-party authenticator app on a device like your phone or tablet. There are a number of providers of these apps and you can choose the authenticator that you prefer.

You will notice on the screen that our administrator (Apex) is recommending Microsoft’s Authenticator App. This is a widely used authenticator and our administrator’s preference, but any authenticator you choose will work. You can download Microsoft Authenticator from Google Play (for Android) or the App store (for iPhone).

Enter the six-digit verification code from the app and click verify to complete your sign up.

Why use a third party authenticator app?

There has been an increase in predatory scams in Australia recently, alongside a series of data breaches. For this reason, the government has recommended tighter security standards for financial institutions. The Australian Prudential Regulation Authority (APRA) recommends multi-factor authentication as one of the most effective controls an organisation can implement to prevent security breaches.

This article from the Australian Government’s cybersecurity initiative explains the benefit of these third party apps for security. Multi-factor authentication defends against the majority of password-related cyberattacks. For example, MFA protects against credential stuffing where cybercriminals use previously stolen passwords from one website and try to reuse them elsewhere so they can gain access to more accounts.

Google Authenticator, LastPass Authenticator, Microsoft Authenticator and Authy Authenticator are a few of the most popular authenticator apps you may choose from.

smartMonday PRIME and DIRECT members will be impacted from 22 March 2024 to 22 April 2024.

We initially anticipated completing the service upgrade by 22 April 2024.

However, we now expect to finalise the enhancements by 29 April 2024.

We apologise for any inconvenience this may cause and we appreciate your understanding and loyalty as we work to improve our services.

smartMonday PRIME TESF (formerly known as Enterprise) and smartMonday PENSION members will be impacted from 12 April 2024 to 24 April 2024.

Check out this page for help if you’re not sure which stream you are in.

Sometimes things happen that require this period to be extended. In that case, we’ll be in touch with you to keep you updated on the situation.

If you have account changes to make, and would rather not wait until late April, we recommend you make any changes before 22 March 2024 or 12 April 2024, depending on which smartMonday product you are a member of.

If you’re a PENSION member, your Pension payment scheduled for 14 April 2024 will be paid early on 11 April 2024. This will only occur for this limited-service period and your regular scheduled pension payments will resume on the 14th of the month from May 2024. If you need to make any changes to your banking details, please do so before April 8 2024.

Your super remains invested and your employer's contributions will still be received. However, during this time, some services will be temporarily unavailable.

• Making personal contributions
• Rollovers
• Making withdrawals
• Switching investment options
• Applying for insurance
• Adding a beneficiary to your account

You will still be able to log in to see your balance - though the data visible will be static.

• When you first log in you may notice some of your transaction history, including contributions made since the limited service period began, are missing. Please note it may take time for certain transactions to load to the portal. Our team will be working to load this history into the portal and you will see your full transaction history once that work is complete.
• Contributions will not be allocated to your account, including employer contributions, until the transition to the new administration system is complete. Once it is complete, pending contributions will be allocated to your account.
• BPAY contributions will not be accepted after 19 March 2024. After the blackout period is complete, there will be new BPAY details. We will update you to remind you again of this change and to provide the new details.
• During the blackout period, you will still be able to log into your online account, you won’t be able to make changes until regular services resume. You will also see that contributions, including employer contributions, have not been allocated to your account during the blackout period.
• PRIME and DIRECT members will get a new member number when the blackout period ends. We will send you your new member number in April along with details on how to sign into the new, improved member portal.

Please keep your eye out for more communications from us. We’ll notify PRIME and DIRECT members of their new BPAY details and your new member number in April or early May. For PRIME TESF and PENSION members, there will be no change to BPAY details.

smartMonday is transferring all its products to Apex Group, our new administrator. This transition requires time to finish tasks properly. We understand this may affect you, and our dedicated smartMonday team is available for any assistance you may need. Apex will provide members with an improved online experience and operational efficiencies

Employers can still make contributions to smartMonday accounts during the limited-service period, including super guarantee contributions through your usual clearing house or payroll processes. However, these contributions won’t be allocated to accounts until the period ends.

During this period, some account services will be unavailable, including:

• Switching investment options
• Updating personal details
• Consolidating super accounts
• Processing super contributions
• Updating online account details
• Making BPAY contributions
• Setting up new members
• Making insurance changes or updates

Services will resume on 29 April 2024, and we'll notify you when they are available again.

We recognise that there's never an ideal time for a service disruption. We've chosen to take action now to enhance our member experience as swiftly as possible.

Completing the transition now enables smartMonday to finish this necessary work before the end of the financial year, a critical time for all our members.

This administration transition will provide essential technology for the upcoming smartMonday app, which we aim to launch in late 2024 and an enhanced digital experience for our members.

Your pension payment scheduled for 14 April 2024 will be paid early on 11 April 2024.

Please note that this adjustment is only temporary for the limited service period. Your regular scheduled pension payments will resume on the 14th of the month, starting from 14 May 2024.

As part of the process of transferring your account to the new administrator you will be provided a new member number. The new member number will be provided to the Australian Tax Office (ATO) automatically when the transition is complete shortly after 29 April 2024.

In the interim you may see a “closed account” reported to the ATO through your MyGov access. This is a byproduct of reporting your new number to the ATO, there will be no impact on your smartMonday account and you do not have to take any action.

A super fund’s administrator oversees the backend operations work that keeps your super running smoothly. For example, making sure contributions get to the right place and setting up accounts for new members. We’re consolidating our administrators to only have one provider servicing all members. We expect that this will create a seamless member experience. We’ve chosen a market leading administrator, Apex to provide our members with an enhanced and secure member experience.

During this period you can contact us to get limited information about your account and advice about your super. You may contact us using any of the methods below:

• Phone 1300 614 644
• Email enquiry@smartmonday.com.au

SMARTCOACH (available to all members)

• Phone 1300 262 241
• Email smartcoach@smartmonday.com.au