FAQs

1. Why am I receiving an SMS when I want to access my Qantas Frequent Flyer account?

Cyber security is a priority at Qantas. That’s why we’ve introduced an added step to our security protocol. You’ll now be sent an SMS with a verification code when you attempt to log in to your Qantas Frequent Flyer account. You’ll only need to enter this verification code once every month, provided you always log in from the same device. After one month, you’ll be sent another SMS and given a new verification code. You’ll need to repeat this process if you log in to your Qantas Frequent Flyer account from a different device.

 

2. What will this message look like?

Once you have entered your membership number, surname and 4-digit pin, and selected ‘Log In’, a popup will appear to advise you that an SMS with a verification code has been sent to the number you have registered with us. We’ll remind you which mobile number this is, with a few digits masked for security purposes.

    

 

3. How long will the SMS be valid for?

Once you receive your verification code, you’ll have 10 minutes to enter it and log in as shown in the window below. If you don’t use this code within 10 minutes, you can either reload the page and generate a new verification code, or follow the steps outlined in Question 4.

4. I don’t have my mobile with me or have recently changed my mobile number. Can I still log in to my account?

If you cannot access your mobile or the verification code for any reason, simply select ‘I need to verify another way’, as shown in the window below. You’ll then be taken through a series of security questions, allowing you to log in.

 

5. What happens if I enter the verification code incorrectly?

If you enter the verification code incorrectly 3 times, you’ll be automatically taken through a series of security questions. Please note that you’ll need to answer at least 3 out of the 4 security questions in order to log in, and this must include your mother’s maiden name. After filling in the fields for at least 3 questions, simply click on ‘Verify’ to continue.

 

6. What happens if I am locked out of my account?

If you are locked out of your account, you will be automatically directed to reset your PIN. You can also contact the Qantas Frequent Flyer Service Centre on 13 11 31 for assistance.

 

7. What should I do if I haven’t added my mother’s maiden name to my account?

If you did not provide your mother’s maiden name when signing up to the Qantas Frequent Flyer program, you’ll need to contact the Qantas Frequent Flyer Service Centre on 13 11 31. For security reasons, it is not possible to add this information to your profile yourself.