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Can't find your PIN? Print

At Virtual Access, the security of our (your!) services and the protection of your privacy are key concerns.  To help ensure that we deal with your sensitive information in an appropriate way, and respond only to legitimate requests for changes to your account or services, we issue every customer with a security PIN code.

This article contains helpful information on where you may be able to find your PIN, and what you can do if you cannot find it.

PIN codes were introduced in August 2000.  At that time they were issued by to all Virtual Access customers by email.  Since that time, you could have received your PIN through any of these methods:

  • New ADSL broadband or dial-up customers receive their PIN in their "welcome letter" which also contains your service usernames & passwords.  This letter is sent to you by post when your service is connected.
  • New domain or web hosting customers receive their PIN by email, in a message that also contains other security credentials (usernames, passwords, etc)
  • If your account has undergone significant changes (e.g. due to a change of business ownership, domestic arrangements, etc), your PIN would normally be changed and re-issued to you by mail.
  • We also sometimes include your PIN in offers that we send you by post to enable you to more easily respond to that offer.
  • We may have previously re-issued your security PIN at your request. PIN re-issue is always performed by mail or fax.
  • If you have our current setup/welcome pack, your PIN is on the GOLD coloured page at the back of the booklet.  The cover of this booklet looks like this:
    Booklet cover image
  • If you have our previous setup booklet, the PIN is inside the front cover.  That booklet looks like this:
    Booklet cover image
  • If you have our EASY INTERNET CD, the PIN is located inside the CD jacket. Please note that this CD should no longer be used - but save then PIN before your throw it away!


If you are unable to locate your PIN, you can request for it to be reissued by mail.

Please note that your PIN will be reissued to your address as shown in our records.  If you have recently moved, you will need to advise us of that in writing.  Sign your letter, and include a request for PIN reissue.

If your address in our records will be correct, you can request your PIN reissue in one of these ways:

  • Select the My Account option from this web site's menu. After logging in, select the menu option to have your PIN reissued.
  • Email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  Please include your Virtual Access account number, username, or email address in your request to help us identify your account.
  • Call us on 1300 132351