To improve privacy and security, and to align with the standards set by the Australian Communications and Media Authority (ACMA), we’ve introduced Multi-Factor Authentication (MFA).
If you want help making a change to your felix profile, MFA helps our care team verify that it’s really you chatting to us.
Scammers don’t need a lot of personal information about you to access your account these days, but by setting up MFA, they won’t be able to get in.
One-time passwords (OTP)
If you want to make a “high-risk” change to your felix account while chatting with us, our care team send a one-time password (as part of MFA) to your phone number to verify it’s really you. If you no longer have access to the phone number listed on your account, we’ll verify your identity using another MFA method.
I can’t receive the OTP, what now?
Please use our online ID validation tool to securely verify your identity without having to send us any important documents.
To start the online ID validation process, fill out this online Confirm Identity Form first: https://felixmobile.com.au/confirmidentity. Remember to include an alternative phone number and email address, so we can send you the next steps. To avoid delays, include your ticket reference number in the Additional Comments field.
Once you’ve filled out and submitted the form, a member of our Privacy Team will send an SMS to the number you provided with a verification link as well as an email confirming that your request has been received.
How does online ID validation work?
We’ll SMS you a link to our online ID validation tool. From there, you’ll be guided through each step.
You’ll be asked to:
- Take and upload a photograph of your ID document.
- Confirm that the information collected from your ID is correct.
- Take and upload a brief video of yourself to establish that you are the owner of the ID you provided.
How is that data used?
Our ID validation tool scans the information from the uploaded photo of your ID document and compares it to official ID information. It also checks the security features of your ID documents to ensure they are legitimate. All this data is securely stored and processed by our third-party ID verification tool. The felix team is merely informed about the outcome of the ID validation process and doesn’t get access to your private ID information.
I didn’t sign up using an ID, so why do you need it now?
When a customer no longer has access to the phone number listed on their felix account, we need to verify their identity via another secure process. By using an ID verification tool that scans your government-issued photo ID, we can fully verify you are the account holder and proceed with the requested transaction.
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