If you’ve lost access to both your work email address and your Employment Hero account, you can now recover your account and update your email simultaneously. By selecting the recovery option on the two-factor authentication (2FA) verification screen, you can provide a new email address to receive a secure recovery link.
Following this link will allow you to sign in, automatically verify your new email, and prompt you to upload identity documents for review. Once our Customer Care team approves your identity, they will reset your 2FA and update your email address in one step.
- At the Employment Hero log in screen, enter your email and password.
- At the 2FA screen, click on Request to recover your account.
- In the Before we continue pop-up box, tick the following:
- Signing in with your passkey?
- Re-sending your SMS code?
- Entering your recovery code instead?
- Click on Also lost your email? to expand the section.
- Enter your new email address.
- Click on Continue.
- The account recovery email will now be sent to the new email address. The existing email address will receive an email advising of the attempted account recovery.
- In your new email, click on the email from Employment Hero with the subject line "Recover your Employment Hero account".
- Click on the button in the body of the email that says "Request account recovery".
- Click on Start verifying.
- Click on Next.
- Select your Reason for account recovery from the dropdown menu.
- Click on Next.
- In the Upload a photo ID section, select from the following:
- Passport
- Driver's licence
- Proof of age card
- National ID card
- Click on Next.
- Upload the required photos of your ID.
- Once you have uploaded photos of your ID, you are required to take a selfie to verify that it's you. Ensure the selfie clearly shows:
- Your face
- You holding your selected form of ID
- You holding a handwritten note that says Employment Hero and today's date.
- Click on Submit.
- Once your request has been approved, you will receive an email to your new email advising of the approval.
- Scroll down to Next steps in the email body, and follow the log instructions from there.
Further information
Employment Hero temporarily stores the details provided to us during the Account Recovery process to help you get back into your account. Shortly after we verify your identity, the documents provided to us will be deleted from our platform.
For more information on how we treat your personal data, please refer to our Privacy Policy.
If you have received the Account Recovery Requested email, you can select I didn’t request this button if the request was not made by you.
- If the request has not yet been approved, the recovery request will be cancelled automatically. You’ll also receive an email confirming the cancellation and explaining how to submit a new request if needed.
- If the request has already been approved, your account will be locked and our support team will start an urgent investigation.
If another account is already using the new email address entered during recovery, you’ll be asked to enter a different email address.