Reset your forgotten password for your Centrelink online account

To access this service you will need your Customer Access Number (CAN) and be able to answer your Secret Questions.

If you have not previously recorded at least 3 Secret Questions and Answers you will need to re-register for your Centrelink online account (refer to register online to access Centrelink services guide).

Step 1

Go to the Department of Human Services website

Step 2

Click on ‘Help’ on the top right hand side of the page.

Screenshot displaying Help link

Step 3

Scroll down the page to the ‘Centrelink online account assistance’ heading. Under ‘Centrelink online account’ select the ‘reset your password’ link.

Screenshot displaying reset your password link

Step 4a

If you have your Customer Access Number (CAN) and are able to answer your Secret Questions and Answers select the ‘Reset my password button’.

Continue to Step 5.

Screenshot displaying reset my password button

Step 4b

If you have forgotten your Customer Access Number (CAN) or have not previously recorded Secret Questions and Answers select the ‘Re-register’ button.

Refer to the register online to access Centrelink services guide for assistance – procedure ends here.

Screenshot displaying Re-register button

Step 5

Enter you Customer Access Number and select ‘Submit’.

Screenshot displaying submit button

Step 6

Answer the Secret Question and select ‘Submit’.

You will need to answer 2 of your Secret Questions. After you entered the answer for each question select ‘Submit’.

Screenshot displaying example secret question

Screenshot displaying example secret question

Step 7

Enter your Customer Access Number (CAN) and your new password. Type your new password again to confirm it.

Select the Reset Password button.

Screenshot displaying Customer Access Number (CAN) and your new password

Step 8

Your password has been reset.

Select ‘Close’.

Screenshot displaying successfully changed password

Step 9

You will need to log on with your new password to start using your Centrelink online account.

Go to the Department of Human Services website.

Step 10

Select the ‘Log on’ button on the top right hand side of the page.

Screenshot displaying Log on button on the top right hand side of the page

Step 11

Select the option for ‘Centrelink Online Accounts’ and click ‘Log on’.

Screenshot displaying Centrelink Online Accounts selected

Step 12

To start using your Centrelink online account, enter your Customer Access Number (CAN) and your Password.

Select the ‘Logon’ button.

Screenshot displaying Customer Access Number (CAN) and your password

Step 13

Answer your secret question and select the ‘Continue’ button.

Screenshot displaying secret question

Step 14

You are back to your Centrelink online account homepage, from here you are ready to start accessing your Centrelink account online.

Remember to log off from your Centrelink online account when you are finished.

Log out screen

You can find other online account guides and video demonstrations on the online account guides page.

Page last updated: 25 November 2016