Multi-factor authentication (MFA) in NHVR Go

Setting MFA up in NHVR Go

Where do I log in to NHVR Go?

I am currently having issues trying to use MFA, what should I do?

The NHVR has previously undertaken technical maintenance work in NHVR Go, affecting new user account creation and the SMS option for MFA. These services have now been restored; however, if you are still being impacted or unable to create your account, please try accessing your account from a different network (e.g., mobile hotspot) or clearing your browser cache.

If you need further assistance, please contact us on 13 NHVR (13 64 87).

What is multi-factor authentication (MFA)?

Multi-factor authentication (MFA) is a security measure that requires two or more verification methods of identity to gain access to an online account. It is one of the most effective ways to protect valuable information and accounts against unauthorised access. Many online services, such as online banking or social media sites, require MFA for a user to log in.

While passwords are everywhere and offer the simplest solution to restrict account access, they are no longer enough to ensure protected data privacy. Having two or more authentication factors increases cybersecurity and makes it harder for a cybercriminal to access a user’s account.

For example, if you are logging into an account that does not have MFA enabled and a hacker figures out your password, they can easily gain access to your account. With MFA, the hacker would need to enter both your password and a unique, one-time code sent to your mobile. This makes it much more difficult for cybercriminals to access your account.

Why does NHVR Go need MFA?

The NHVR is committed to protecting customer data and privacy. As part of maintaining a secure online environment, the NHVR is embedding MFA into the NHVR Go login process.

NHVR Go is the NHVR’s digital platform that houses not only important road mapping and access data, but also private customer information.

Through NHVR Go, users may enter and access their registration data, permit applications, vehicle applications and more. With MFA, this data will be better protected and decrease the likelihood of leaked personal information in the event of a cybersecurity breach.

Why am I being migrated?

As part of the MFA process, your NHVR Go account is being migrated to a new, more secure database. The new technology is required to add the extra authentication step, and will better protect customers’ accounts.

As your account is migrating to a new system, you can choose a new password that fits the password requirements.

Once migrated, all your account information and history will remain in your Portal account.

Think of the process as like replacing the old lock on your front door with an improved one – everything in your house remains the same, but you have an enhanced step of security to enter!

When will I need to start using MFA?

MFA will be optional for existing customers until 3 March 2025. After this time, all users must complete MFA as part of the NHVR Go login process.

Do I need to use my existing NHVR Go password when I migrate?

You may use your existing password (if it meets the new password requirements) orchoose a new password that meets the password requirements. The password used for the MFA migration will then become your new login password for NHVR Go.

Why is my password automatically populating?

This can be attributed to your browser setting. Cyber-security best practice is to choose a new password.

Why won’t my existing password work?

Your existing password may not meet the new requirements. If your password does not work, please select a new password.

Why didn’t I need to enter a unique code when using the email option?

During the MFA migration, you’re required to first verify your email address. Once this has been completed initially, there is no need to generate or use a 2nd email code if completing MFA by email.

Do road managers need to use MFA?

Every NHVR Go user – both industry and government - must complete MFA each time they log into NHVR Go.

What options are available to use MFA?

The options for MFA include SMS, phone call (Australian and New Zealand numbers only) and email. 

The SMS and email options generate a unique code that is sent to either the customer’s mobile or email account for them to enter. For phone verification, users receive a phone call and must press the hash key (#) to complete verification.

Customers are encouraged to register a device they have regular access to when they nominate a verification mode. Users can also enrol multiple verification methods.

Do I need to use MFA every time I log into NHVR Go?

Customers must use MFA each time they access NHVR Go. Once you have logged in, you do not need to authenticate again unless the session has timed out or ended.

Cybersecurity best practice involves signing out of your online accounts when you are not using them. 

MFA generally points to a single device the account holder has. If an operator or council has users accessing or using a single, shared account, how can they use MFA?

During the rollout of MFA and for the immediate future, users accessing NHVR Go from a shared account can choose the email option, then access their unique code from a joint or shared inbox. Multiple users can log into NHVR Go using a shared account at once.

The NHVR will revisit this protocol in the future to enhance security measures.

Does an MFA code expire?

If an MFA code is missed or sent to a customer’s junk email, they may press the option to resend the code.

If a code is resent, the old one becomes invalid.

As a third-party contractor, how can I complete MFA to sign in as my customer, if I am unable to access my customer’s email account?

Any third-party user must create their own user login in their customer's account. This includes third-party users applying for access permits or accreditation schemes under:

• Mass Management,
• Maintenance Management, or
• Fatigue Management (Basic or Advanced).

This is a requirement of the Heavy Vehicle National Law. You can find information on how to add and remove users from your NHVR Go account here -

https://support.nhvr.gov.au/en/articles/4790633-set-up-your-team-add-and-remove-users

How can I seek support from the NHVR?

If you have any questions, please contact the NHVR team on 13 NHVR (13 64 87) or email info@nhvr.gov.au

You can also view the the NHVR’s privacy policy.

Where can I find out more about MFA?

Visit the Australian Cyber Security Centre’s website: https://www.cyber.gov.au/protect-yourself/securing-your-accounts/multi-factor-authentication.