Frequently Asked Questions

If you’ve forgotten your password and have completed the Multi Factor Authentication (MFA) security steps, you can reset it from the login page by selecting “Forgot password.” You'll be guided through a secure verification step, which includes a one-time verification code (OTP) sent to your email address.

Once verified, you can create a new password in line with the updated security requirements. Password resets are self-service only and must be completed on your own device to help keep your account secure.

How do I reset my password if I haven’t set up Multi Factor Authentication (MFA)?

You will be required to visit a Crown Rewards desk where we will verify your identity and reset your PIN for you.

Your email address is an important part of your account, used to confirm your identity and support account recovery. If you’re unsure which email is linked, you may wish to check your inboxes for previous communications from us. 

If you’re still unable to locate it, our team at the Crown Rewards desk can assist after confirming your identity. Your email can then be verified or updated so you can continue accessing your account. 

If your account is linked to a shared email address, only the first person who registered with that email will be able to continue using it to access Member Hub. The second member will be unable to log in using that shared email and will need to provide a different, unique email address for their account. Once this step is complete, a one-time verification code (OTP) will be sent to their mobile to finish setting up access. 

As access to your account requires mobile verification each time you log in, it’s important that both your email and mobile details are only accessible to authorised users. Individual contact details are recommended where possible. 

Your mobile number is used to receive a one-time verification code (OTP) each time you sign in. This is a required part of the login process and helps keep your account secure.

Shared mobile numbers can be used, provided you have access to receive the verification code when logging in. However, we recommend using a mobile number that is unique to you wherever possible.

If a mobile number is shared, access to incoming messages should be limited to authorised users, as anyone with access to the verification code may be able to sign in to the account. Do not share verification codes with anyone you do not trust.

A mobile number is required to receive one-time verification codes (OTP), which are a mandatory part of the login process. Without access to a mobile number that can receive SMS messages, you will not be able to access Member Hub.

You can still access your Crown Rewards account details at a Visitor Information Kiosk (VIK) located within the casino.

Your Member number and PIN are used as the first step to identify your account. You’ll then be required to enter your password, which is your primary login credential for Member Hub.

As part of the updated security experience, you will also need to enter a one-time verification code (OTP) sent to your mobile number.

Together, these steps provide stronger protection for your account. At this stage, your PIN may still be used to access the Crown Mobile App. This is temporary while updates continue to be rolled out.

Your account may be temporarily locked if there are multiple unsuccessful login attempts or if unusual activity is detected. This is a protective measure designed to keep your account safe.

In most cases, access will be restored after a short period. You may also choose to reset your password to regain access sooner. If you continue to experience issues, our team can assist after verifying your identity.

Each time you log in, a one-time verification code (OTP) is sent to your registered mobile number. If you haven’t received it, ensure your mobile has signal and can receive SMS messages.

Check that your mobile number is correct and up to date. If needed, you can request a new code. For security reasons, login codes are only sent to your mobile number and not via email.

Verification codes are time-sensitive and expire shortly after being sent. If your code has expired, you can request a new one from the same screen.

Be sure to enter the latest code you receive, as only the most recent code will be valid. Entering it promptly will help you complete the login without delay.

Access to your mobile number is required to receive login codes, and your email is used to support account verification and recovery. If you no longer have access to either, you will need to visit a Crown Rewards desk with relevant identification to gain access back into your account and update your mobile number.

If your password isn’t being accepted, it may be due to a typing error or because it doesn’t meet the updated security requirements. Check for any incorrect capitalisation or spacing, and ensure you’re using your most recently set password.

Make sure your password meets the following requirements:

• At least 8 characters
• 1 uppercase letter
• 1 lowercase letter
• 1 number
• 1 symbol i.e. .,!@#?
  
  

If you’re unsure, resetting your password is the quickest way to regain access.

Most login errors relate to incorrect details or incomplete steps in the verification process. Messages about invalid credentials usually indicate that your Member number, PIN or password does not match. 

Verification errors can occur if a code is incorrect or has expired, while account lock messages indicate too many unsuccessful attempts. Following the on-screen guidance will help you resolve the issue and continue.

If you’re having trouble logging in, it may be due to your browser settings. Clearing your cache and cookies can resolve many issues.

You can also try using a different browser, updating your current browser, or logging in via a private browsing window.