Answer
If you can no longer use the email address linked to your Lightning Payroll subscription, our support team must confirm your identity before updating any login details. Because email is the primary credential for access, we follow a strict verification process to protect your payroll data.
Preferred Method – Same-Domain Email (Role-Based Only)
The quickest option is to swap a personal mailbox for a role-based one on the same company domain – for example, [email protected] to [email protected], or [email protected] to [email protected]. Because the business controls the domain, ownership is clear and we can process the change as soon as we receive a request from the new address.
Alternative Verification – One Official Document, or Two Independent Items
One official document (sufficient on its own if dated within the past 30 days):
- A current government-issued company extract (ASIC, ABR, ATO, etc.) dated within the past 30 days, showing you as a director, owner, or authorised officer. If the extract is older than 30 days, it must be submitted alongside one of the independent items below.
- A court order, liquidation appointment letter, or other legally binding document naming you (or your firm) as the authorised representative.
Or two independent items (both required):
- System Hardware ID recorded by your previous Lightning Payroll desktop installation.
- Payment details, such as the last four digits of the credit card from your most recent renewal, or the exact banking reference used for a direct deposit.
- Photo identification – a clear selfie holding government-issued ID that matches the contact name on the account.
- Phone-call verification – we call the publicly listed or ASIC-registered phone number for the business to confirm the person making the request is an authorised payroll representative (for example, an office manager or HR representative).
Once we verify the evidence, we update your registered email and confirm by reply.
Privacy and Document Disposal
- Copies of ID documents, selfies, ASIC extracts, and court papers are permanently deleted once sighted and verified. We retain only a brief internal note (for example, "ASIC extract sighted, ref 123456") for audit purposes.
- Email attachments containing personal information are removed from our systems immediately after the check is complete.
- All data is transmitted over encrypted channels and stored on secure Australian servers during the short review period.
If Verification Fails
Where we cannot reasonably authenticate the request, we will not modify or release any information. You may instead create a new account under another email address. Although inconvenient, this safeguard prevents unauthorised access to confidential data.
Best Practices to Avoid Access Problems
- Register your subscription with a role-based address (for example, payroll@ or accounts@) rather than a personal inbox.
- Update contact details promptly when staff leave or roles change.
- Keep your payment information and company records current so verification is simpler if it is ever needed.
If you have any questions, email [email protected] or phone us on 07 3051 5895.
