Accessing your CareSuper account from overseas
We take cybersecurity and the protection and privacy of our members’ data extremely seriously. We have strict security measures in place to protect your personal information. This is particularly important when you’re travelling or living overseas.
For security purposes, we use a range of measures (including geo-blocking) to help protect Member Online and our mobile app. If you’re unsure whether your destination is geo-blocked, please contact us before you travel.
If you haven’t left Australia yet, download our mobile app before you depart.
You can download the app from the Apple App Store or Google Play. You need to have either a valid email or mobile recorded on your account to set up online access.
To download the app if you're already overseas
If you're already overseas, how you download the app depends on where you're located:
If you're in New Zealand, the United Kingdom, the United States, or Canada:
Download the CareSuper app directly from your local App Store or Google Play - no need to change your region settings.
If you're in any other country (not geo-blocked):
Download the app from the Australian App Store or Google Play. You may need to update your Apple or Google account country/region settings first. Click the relevant link below for instructions.
Only use official Apple App Store or Google Play links on this page.
If you are travelling or living in a geo-blocked country
In these countries you will still be able to use paper-based forms and may be able to complete some requests over the phone, but your online access will be limited due to cyber-security measures. You won’t be able to log in to Member Online or use the mobile app.
Please note, for your protection some requests may require additional verification and may take longer to process.
If you are travelling or living in any other country
If you are travelling or living overseas in any other country that is not on the geo-blocked list, then you should be able to log in to Member Online and use it as you normally do. You should also be able to use our mobile app. It's best if you've downloaded it in Australia before you travel, but if you haven't:
- If you’re in New Zealand, the United Kingdom, the United States, or Canada, you can download the app directly from your local App Store or Google Play.
- If you’re in any other country (not geo-blocked), you'll need to ensure your App Store is set to Australia before downloading. See how to change this above.
Two-factor authentication
Normally, we send an SMS for two-factor authentication during the login process. This should work when you’re overseas. If you're having issues receiving SMS while overseas, please call us and we’ll help you access your account. If you think you may have issues receiving SMS while overseas, please call us before you head off.
We’re here to help
If you need help accessing your account, you can also contact us from overseas on +61 3 7042 2723 (overseas number) or email us. We may ask additional identifying questions if you call from overseas.