Guide to getting back online
If you are having trouble getting back online here are some tips to help you.
If you were a Spirit Super member prior to 1 November 2024:
Your existing log in details will still work. Go to the Log in page.
If you don’t remember your password or have never accessed your account online before, please reset your password.
If you were a CareSuper member prior to 1 November 2024:
Your old password and member number will not work if you try to log into Member Online. You need to re-set your password to get back into Member Online.
Here are the steps you need to take to get back online.
- Go to the re-set password page.
- Use your email address that you used to originally register when you first joined CareSuper to set your password.
- Click reset password.
- Receive a code to your phone or email (this can take several minutes).
- Enter code.
- You can now log in.
Having issues? Here are some answers to common issues
My email address isn’t working how can I reset my password?
You can use your member number. For CareSuper members prior to 1 November 2024 this is your old Client ID. You can find your Client ID in the significant event notice you were sent in September or an old statement. If you can’t find your old Client ID and your email isn’t working give us a call and we can help you. We are experiencing longer call times and will get to you as soon as we can.
I didn’t receive a code
The code can take a few minutes to come through to your phone or email. There is an option to receive another code. But if you click this and the first code comes through it won’t work and you have to wait for the second code to come.
My code isn’t working
This may be because you asked for a code a second time and you are tyring the original code which will no longer work. In this case wait for the second code to come through. If nothing comes through request a code again.
I don’t know what my Client ID or Member number is
For CareSuper members prior to 1 November 2024 your old Client ID is your new member number. Your Client ID can be found in the communication you were sent in September about the merger or on an old member statement. If you don’t know this number try using your email address to reset your password. If neither are working give us a call for help. We are experiencing longer call times and will get to you as soon as we can.
I can’t see my past transactions in my Member Online account
As your account was transferred in the merger, your Member Online only shows the transactions since merger date of 1 November.
Your exit statement shows the transaction on your account from 1 July 2024 – 31 October 2024. For transactions prior to this financial year please download your members statements which can be found in your Member Online account.
If you were a Spirit Super member prior to 1 November 2024:
Your existing log in details will still work. If your app hasn’t automatically updated go to your relevant app store and update to the new CareSuper app.
If you don’t remember your password or have never accessed your account online before, please reset your password.
If you were a CareSuper member prior to 1 November 2024:
As part of the merger we have a new app. Here are the steps to get access to your new app. If you click on your old app it will no longer work.
- Delete the old CareSuper app from your phone. It has an icon that looks like this
- Search for CareSuper in your app store and find new CareSuper app in the relevant app store or access the app from here.
- Reset your password using your email address here.
- Wait for the code to arrive to your phone or email (this can take several minutes).
- Once password is re-set you can now log in to the new app.
- Set up code or face ID if you want.
- You’re in!
Having issues? Here are some answers to common issues
I can’t reset my password
See here for troubleshooting tips around resetting passwords.
I don’t know which is the correct app
The new CareSuper app has our new logo so look out for this app
The app isn’t working
This could be because you are still accessing the old app. If in doubt go to the app store and search on CareSuper and download the latest app.
I can’t login to the app
You need to reset your password here first before you log into the app. You can reset your password here.
I can’t download the new app
The app is only available for download in Australia. If you are overseas you won’t be able to download the new app. You can still access all your account information through your Member Online account which you can set your password for to use for here or log into here.
If you haven’t been to Member Online before, the easiest way to set your password is to use your email address. If you have issues logging in see our FAQs in the Member Online access section for tips to help you access your account.
CareSuper app
Download the CareSuper app and manage your account on the go!
