Getting started with CareSuper

Where can I find my member number?

Your CareSuper member number was sent to you in your welcome pack.

Head on over to Member Online and follow the prompts to get yourself up and running online.

Where can I find unit prices?

We publish updated unit prices daily on our unit prices page.

Can I change my investment options?

You can switch your investment options or ask that future transactions be invested into or withdrawn from a different investment option at any time:

• in Member Online
• by calling us on 1800 005 166
• by completing the Change your investments form

I have a couple of super accounts. Can I combine them into one account?

If you've had more than one job, you might have more than one super account. Combining your super into a single account can save on account fees and makes keeping track of your super much easier.

See our combine your super page for more details, including important things you should consider before combining your accounts.

How can I search for any lost super I might have?

To find any super you have with other funds or the ATO, use our Find and combine tool in Member Online. You can find it under the Contributions tab.

You can also search for lost super through your myGov account at my.gov.au. Don’t have a myGov account? Contact the ATO on 13 28 65 or visit ato.gov.au.

When can I access my super?

Super is all about saving for your retirement, so there are rules about how and when you can access it. For more details, go to Access your super.

Where can I get advice about my super?

We love helping you understand and maximise your super. That’s why we provide advice on your CareSuper account at no extra cost.

For more details, go to Get advice.

How do I access my account online?

To access and manage your account online, you need to set up online access for Member Online using your CareSuper member number. You'll need to have your mobile number and/or email address registered on your account.

If you have never accessed Member online before, you can start using Member Online simply by resetting your password on the “reset password” page.

 

Why can’t I log in with my email address?

You can log into Member Online using your CareSuper member number. Your email address won’t work if you haven’t provided it to us, or it isn’t a unique email address (eg you share your email address with other family members who also have CareSuper accounts).

How do I reset my password?

You can easily reset your password on the Member Online login page by clicking ‘Reset password?’

I’ve tried re-setting my password, but I haven’t received a code. What do I do?

The reset password function won’t work if you haven’t set up online access to your account. You can set up online access for Member Online using your CareSuper member number. You'll need to have your mobile number and/or email address registered on your account.

If you’ve already set up online access, the details you’ve entered may not exactly match our records, or you may have updated your contact details. Call us on 1800 005 166 if you’re having trouble, and we’ll be happy to help.

 

Why do I need to enter a code to access my account?

With a steep rise in digital fraud and identity theft over the last few years, keeping your digital accounts safe and secure has never been more important.

Two-factor authentication is an additional layer of security to protect your account and personal data from unauthorised access. It’s like having a lock on your door and a finger scanner on the safe in your bedroom.

This helps us ensure you’re the only person who can access your account online — even if someone finds out your password.

Two-factor authentication is a mandatory security feature across all CareSuper accounts and can’t be turned off. When accessing  Member Online, you’ll need to authenticate each time you log in.

This helps us verify your identity even if you’re logging in across multiple devices, such as your phone, laptop or from work.

For the CareSuper app, you’ll need to authenticate the first time you set up the app on your phone. Once in place, you can then use the app’s secure quick login options to protect your account. This includes a 4-digit PIN, fingerprint or Face ID.

How will I receive the code?

To use two-factor authentication, we need your current mobile number.

This is the number we’ll send your authentication codes to when you log in. If we don’t have your mobile number, we’ll send your code to you by email (if we have this recorded).

You can receive two-factor authentication codes on shared mobile numbers and email addresses.

However, if you don’t have access to the mobile number or email registered to your account, you will not be able to access your account online.

If you don’t have a current mobile or email recorded on your account, you won’t be able to access your account online. To check or update your number, call us on  1800 005 166.

My code didn’t work. What should I do?

Verification codes expire after five minutes, so be sure to have your mobile close by when logging in. If you make a mistake or get distracted before you enter the code, you can always request a new code and try again.

I haven't received a code. What should I do?

If you haven't received a code, call us on  1800 005 166.

 

I have more than one account – how can I check them all online?

If you have more than one account (but only one member number), you only need to set up online account access once. You’ll be able to see all of your accounts when you log into Member Online.

If you have more than one member number, you’ll need to set up online access for each account separately.

How can I get the CareSuper app?

You can download the app from the App Store or Google Play. You need to have either a valid email or mobile recorded on your account to set up online access.

 

Can I have the CareSuper app on more than one device?

Yes, you can use the CareSuper app on more than one device, eg your mobile phone and a tablet.

I’ve forgotten my PIN – what should I do?

You can reset your PIN by clicking ‘Forgot PIN?’ on the app login screen.

You can try to enter your PIN three times. After the third wrong attempt, you’ll be locked out for a short period. You may need to reset your PIN if you’re locked out multiple times.

I’ve locked myself out of the app – what should I do?

You can reset your PIN by clicking ‘Forgot PIN?’ on the app login screen.

You can try to enter your PIN three times. After the third wrong attempt, you’ll be locked out for a short period. You may need to reset your PIN if you’re locked out multiple times. Call us on 1800 005 166 if you’re having trouble, and we’ll be happy to help.