myCASA portal technical issue or feedback

Forgot your password for myCASA account

If you’ve forgotten your myCASA password, you can reset it by following these steps.

Please note, you can find details on how to access your account using digital identity on our Create an account in myCASA page.

  1. Visit the myCASA login page

    On the login page, select 'Sign-in using myCASA Account details'. Then select 'Problems signing in?'.

  2. Enter your email address

    On the 'Problem signing in?' page enter the email address associated with your myCASA account. Select 'Send verification code'.

  3. Enter your verification code

    Check your email for the code and enter it into 'Verification code'.

  4. Create your new password

    Once you have entered your verification code you can create your new password.

Can’t access your email

You can create and link a new myCASA account to your existing ARN. You can link them if you no longer have access to your email registered to your myCASA account.

You can contact us using the myCASA feedback or technical problems form.

Email or verification code hasn’t come through

If you’re waiting for a verification code or automated email, we recommend doing the following:

  • Open a new window and log back into myCASA. After you have made a request for a verification code, sign out of your account. Open up a new window in myCASA and try again.
  • Wait for 5 minutes. An email could take up to 5 minutes for it to land in your inbox.
  • Check your junk or spam folder. Make sure to look in your spam, junk and promotions folder to see if the email has arrived. Verification code emails are automatically sent through Microsoft.

Locked out of your myCASA account

We’ve introduced multi-factor authentication when signing into myCASA using your email address. Multi-factor authentication helps prevent cyber security incidents and protect your information.

This means when you sign in using your email address, we will send you a code to your email. You need to enter the code before you can access myCASA. The system will temporarily lock you out of your myCASA account after 3 or more unsuccessful attempts to login.

Wait 15 minutes before trying again. If you continue to face issues, you can connect a digital identity or contact us.

Please contact us if you need help accessing your myCASA account.

General tips

Refresh your internet browser

Refreshing your browser can help clear browser cache which reloads content on the page.

How you refresh your internet browser depends on your device and operating system. There are multiple ways to refresh your browser. The most common include:

  • selecting the 'F5' key on your keyboard for Windows OS.
  • selecting 'Command' and 'R' keys for MacOS.
  • selecting the circular arrow next to the web address bar on your browser.

Check your internet connection

A common technical issue is internet connectivity. If you’re having trouble loading a page, open another browser window and try searching on Google.

Check your modem, internet cable or Wi-Fi. Alternatively you can contact your internet service provider.

Start a new session

You may find your browser window is no longer responding. Occasionally logging out of your browser or closing the window can resolve issues.

Open a new window and log back into myCASA.

Downloading PDFs

You must allow pop ups to download our pdfs. Many browsers block these pop-ups. Here are instructions for the most common browsers:

Provide feedback or report a problem

If you’re still having problems or you want to share any feedback, you can use our online form.

Last updated:
6 Nov 2023
Online version available at:
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