You'll need to provide the following: 

• South African ID number 
• Name(s) and surname as per your South African ID  
• Email address (which will be your username) 
• Cellphone number (we’ll use this for notifications) 

When creating your profile  for the first time, you will need to verify your identity by taking a photo of yourself. This photo will be verified against the Department of Home Affairs records.  

The process takes approximately five minutes if the information provided is accurate. 

1. Click Register on the login page.  
2. Enter your first name(s) and surname as they appear on your South African ID. 
3. Enter your ID number and email address (this will be your username). 
4. Set a strong password: at least 8 characters, one Uppercase letter, one special character, and a number. 
5. Enter your cellphone number, and we’ll send you a One-Time PIN (OTP) to this number. 
6. Enter the OTP to create your profile. 
7. Log in using your username and password. 
8. Click Verify My Profile. 
9. Allow camera access (Note: We will not access any photos stored on your device) 
10. Centre your face in the camera frame and click Take Photo. 
11. If satisfied, click Yes, I’m Happy. Otherwise, retake your photo by clicking Retake Photo. 

Once successfully verified, you are ready to view your Old Mutual profile and transact

This means the email address you’re trying to register with is already linked to an existing account. This can happen if you’ve previously registered with us, even if it was a while ago. To access your account, simply login using your registered email address. If you’ve forgotten your password, you can reset it on the login page.

Our system has recognised your details as belonging to an account that’s already registered with us. To continue, please login to your existing account.

Logging in is easy. Follow these steps based on your device: 

To log in from your desktop or mobile browsers: 

1. Go to the Old Mutual homepage. 
2. Click LOGIN in the top-right corner of the Old Mutual homepage.  
3. Enter your username (the email address used to create your profile) and password. 
4. Click Log In. 

To log in from your Old Mutual app: 

1. Open your Old Mutual app 
2. Ensure you’re using the correct version of the Old Mutual app for your country (e.g., South Africa). If unsure, check the country flag in the top-right corner of your app.  
3. Tap LOGIN on the homepage. 
4. Enter your username (the email address used to create your profile) and password. 
5. Tap Log In. 

Forgot your login details? Refer to Q9 and Q10 for guidance on resetting your username or password. 

You can update your cellphone number using these steps: 

1. Click Update My Number on the login page. 
2. Enter your South African ID number. 
3. Verify your identity with a photo: 
   • Allow camera access (Note: We will not access any photos stored on your device)  
   • Centre your face in the camera frame and click Take Photo. 
   • If happy with the photo, click Yes, I’m Happy. Otherwise, retake your photo. 
4. Once verified, update your cellphone number. 

Your profile will get locked for security reasons such as:  

• Reaching five failed login attempts.  
• Suspicious activity detected on your profile. 
• Incomplete identity verification. 

If your profile is locked, contact our support team for assistance: 

• In South Africa: 0860 60 65 00 

1. Click Forgot Password on the login page. 
2. Enter your username and the cellphone number used to create your profile, then click Continue. 
3. Enter the OTP sent to your cellphone number. 
4. Set a new password: at least 8 characters, one uppercase letter, one special character, and a number. 

1. Click the Forgot Username link on the login page. 
2. Enter your surname and the cellphone number used to create your profile. 
3. Click Continue, and your username will be sent to your registered number.  

You will be asked to verify your identity after creating your profile with a username and password.

Verifying your identity adds an extra level of security to your profile. Verification can be completed at your convenience, but you won't be able to access your profile until it is verified. 

• Ensure your first name(s) and surname match your South African ID. 
• Allow camera access for the app or browser. (Note: We will not access any photos stored on your device) 
• Take a clear photo in good lighting, making sure your face is fully visible. 

If you’re still having trouble after following these tips, contact our support team for assistance: 

• In South Africa: 0860 60 65 00 
• Outside South Africa: +27 21 503 1710 
• Monday–Friday, 08:00 – 17:00 
• Weekends: Closed 
• Email: help-secure@oldmutual.com 

If you’re unable to complete identity verification, it could be due to a few reasons, such as: 

• Your name doesn’t match your South African ID. 
• The selfie you took doesn’t match your ID photo. 

What you can do: 

1. Double-check your details: Make sure the information you entered matches your ID exactly. 
2. Retake your photo: Ensure it’s clear, well-lit, and shows your full face. 
3. Check for messages: Look for any updates or instructions we may have sent via SMS. 

If you’re still having trouble, you can contact our support team to explore alternative verification options. We’re here to help make the process as smooth as possible. 

If your device does not have a camera, we offer alternative methods for verification: 

1. Use a different device: Log in to your Old Mutual profile on a device with a camera to complete verification. 
2. Visit an Old Mutual branch: If you do not have access to a device with a camera, visit your nearest Old Mutual branch with your South African ID and our team will assist with verification. 

Our consultants are happy to help!  

• In South Africa: 0860 60 65 00 
• Outside South Africa: +27 21 503 1710 
• Monday – Friday, 08:00 – 17:00 
• Weekends: Closed 
• Email: help-secure@oldmutual.com