How we protect you

To help protect your account and personal information, we offer multi-factor authentication (MFA).

Multi-factor authentication is a secure process for us to confirm you’re you when logging into your My Dodo account, or when requesting or making changes to your mobile and/or internet account via our Dodo Team.

Each time, we’ll send you a code to the mobile number or email address we have for you.  Once you enter the code, you are ready to go.

Adding in the use of a code provides an extra layer of protection when you are accessing or making changes to your account.
 

Whenever you are accessing or making changes to your account that involve your financial or personal information, a code will be generated.

This could include logging into MyDodo, adding services, changing your plan, or updating your personal or payment details.

The code will be sent to the mobile number or email address registered on your account. Use the code to verify your identity by entering it when prompted in MyDodo or providing it to the Dodo representative assisting you.

MFA (Multi-Factor Authentication) codes are usually delivered within seconds, but delays can occasionally occur.

Before troubleshooting, check that:

• Your device has mobile coverage.
• You have checked the spam and junk folders in your nominated email inbox.
• The mobile number and email address registered on your account are correct.

Network Issues or Congestion

Temporary mobile network congestion may delay SMS delivery. Once the network stabilises, queued messages are typically delivered automatically.

You may also be able to improve SMS delivery by:

• Enabling Wi-Fi Calling (if supported by your device and network)
• Toggling Airplane Mode on and off to reconnect to the network

SIM Card or Device Issues

If you are not receiving any SMS messages, try the following:

1. Turn your phone off.
2. Remove the SIM card.
3. Wait 30 seconds.
4. Reinsert the SIM card and turn your phone back on.

Contact Dodo Support

If you continue to experience issues receiving MFA codes, contact Dodo Support or submit a fault ticket through the My Dodo Support Portal.

If this happens, act quickly:

• Contact Dodo immediately to report the issue and help secure your service.
• Change passwords for your email, banking, and other important accounts.
• Review your accounts for any unauthorised activity.
• Do not share the MFA code with anyone unless you are actively completing a request that you initiated.

If you believe your mobile or internet service has been transferred to another retailer without your authorisation:

• Contact Dodo immediately to report the issue.
• Contact the Australian Federal Police or the relevant law enforcement agency for their state or territory.
• Visit Scamwatch https://www.scamwatch.gov.au/ and IDCARE https://www.idcare.org/ for further information and support.

Those arrangements won’t be impacted.

If someone you have authorised makes changes to your account then you will receive the code. 

SIM Swap fraud occurs when a scammer transfers your mobile number to a SIM card they control without your permission. This can allow them to receive your calls and text messages, including one time passcodes used to access online accounts.

How does SIM Swap fraud happen?

Fraudsters may use stolen personal information or impersonation techniques to convince a mobile provider to move your number to a new SIM, often claiming their phone was lost or damaged.

What are the warning signs?

You may be affected if you notice:

• Your phone suddenly loses service or shows “No Service”
• You stop receiving SMS verification codes
• Password reset or login alerts you didn’t request
• Unusual activity on bank, email, or social media accounts

How can I help protect myself?

To reduce your risk:

• Setup biometric authentication to access the Dodo app
• Use app based authentication instead of SMS where available
• Keep passwords strong and unique
• Be cautious when sharing personal information online

Will Dodo ever ask me to swap my SIM or share a one time code?

No. Dodo will never contact you to request a SIM swap or ask you to provide a one time code.

If someone claims to be from Dodo and asks for a one time code, hang up immediately and contact us directly using our official support channels found here.

What should I do if I think I’ve been affected?

Act quickly:

• Contact Dodo immediately to report the issue and secure your service
• Change passwords for your email, banking, and other important accounts
• Review your accounts for unauthorised activity

Should I contact my bank?

Yes. If you believe your details may have been compromised or you have concerns about the security of your bank accounts, contact your financial institution immediately to alert them and follow their advice.

What’s the most important thing to remember?

Loss of mobile service combined with unexpected account activity should always be treated as urgent. Reporting concerns early can significantly limit the impact of SIM Swap fraud.