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, our Member Online portal and mobile app use geo-blocking, which means they’re not accessible from certain countries.
You can view a list of these countries further below. If your planning a trip overseas or moving abroad, you might need to plan how you'll manage your super account while you're away.
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.
Geo-blocked countries
| Country | Country | ||
| 1 | Afghanistan | 10 | Mali |
| 2 | Burundi | 11 | Myanmar |
| 3 | DPRK (North Korea) | 12 | Nigeria |
| 4 | Guinea Bissau | 13 | Palestinian Territory |
| 5 | Iran | 14 | Russian Federation |
| 6 | Iraq | 15 | Somalia |
| 7 | Kenya | 16 | Syria |
| 8 | Lebanon | 17 | Yemen |
| 9 | Libya |
Please note, we’ve recently reviewed the countries that are geo-blocked, so we might have lifted the block from the country you have previously tried to access the app from. If this is the case, you can follow the steps outlined above to download the app from overseas.
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 transactions 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.
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, however if you are having issues receiving these on your phone while overseas, please call us so that we can send these messages via email instead. You can set this up 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.