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. Login 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 login 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 Login. 

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 Login. 

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: Login 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. 

Use your device’s camera to take a live photo during the process. Follow the on-screen instructions and hold your device steady while capturing the image.

A good photo is:

• Clear and in focus
• Well-lit with your face fully visible
• Taken straight on, not angled
• Free from blur or heavy shadows

If your photo is unclear, the system may not be able to verify you correctly.

• Look straight at the camera
• Keep your face centred in the frame
• Make sure your whole face is visible from forehead to chin
• Keep a neutral expression, don’t smile too widely

• Use natural light if possible
• Face the light source, don’t stand with light behind you
• Avoid strong shadows across your face
• Make sure your room is bright enough

Tip: A window in front of you works well.

• Remove hats, caps, or anything covering your face
• Take off sunglasses or tinted glasses
• Avoid heavy reflections on regular glasses

Your eyes, nose, and mouth should all be clearly visible.

Yes, but:

• Make sure there’s no glare or reflection
• Your eyes must be clearly visible
• If possible, remove your glasses for best results

• Plain, uncluttered background
• Avoid bright or busy environments
• Make sure your face stands out clearly from the background

Use the front camera unless instructed otherwise. It helps you align your face correctly.

• A smartphone or tablet with a working camera is best
• Make sure your camera is not damaged or blurry
• Update your browser or app if needed

Small natural movements are fine and sometimes required. Avoid large movements that blur the image.

No. You must use your device camera to take a live photo during the process.

Your face may not be clearly visible or properly aligned.

Try this:

• Make sure your full face is visible
• Look straight at the camera
• Keep your face centred
• Improve lighting and reduce shadows

Very bright light can hide facial details.

Try this:

• Avoid direct sunlight
• Move away from strong lights
• Use softer, more even lighting

Blur or focus issues can prevent verification.

Try this:

• Hold your device steady
• Clean your camera lens
• Wait for the camera to focus
• Avoid moving while taking the photo

Your face may be cut off or outside the frame.

Try this:

• Centre your face
• Ensure nothing is cropped out
• Keep your head upright within the guide

Objects or accessories may be covering your face.

Try this:

• Remove hats, masks, or sunglasses
• Keep hands and objects away
• Make sure your eyes, nose, and mouth are visible
• Reduce glare on glasses

This usually happens if the system can’t tell that you’re a real person in real time.

Common causes:

• Using a photo of a photo or screen
• Very still image with no natural movement
• Poor lighting or low-quality camera
• Face is partially blocked or out of frame

• Hold your device steady
• Follow any on-screen instructions (like blinking or turning your head)
• Make small natural movements if prompted
• Ensure good lighting and camera focus
• Use your device’s front camera directly, not another screen

Try the following:

• Move to a brighter area
• Clean your camera lens
• Remove face coverings or accessories
• Hold your phone at eye level
• Retry slowly and follow prompts carefully

If it still doesn’t work, you may need to try on a different device.

These checks help protect your account and prevent fraud by making sure only you can access it.

If something doesn’t go as expected, don’t worry, this is often temporary.

• Simply refresh the page and try again
• If needed, start the process again from the beginning

Most issues are resolved in just a few seconds with a quick retry.

If a page isn’t loading or something on the page isn’t responding

• Refresh your browser
• Close and reopen the page
• Try again after a short pause

These quick steps usually get things back on track.

If the issue continues:

• If you’re already logged in, log out and sign in again
• Try a different browser or device
• Check that your internet connection is stable

If you’re still unable to complete your task, we’re here to help. You can contact our support team for further assistance. Our contact details are located at the bottom of this page.

Errors can occasionally happen due to:

• A temporary connection or system interruption
• Your session timing out
• A brief delay in processing your request. In most cases, refreshing the page or retrying will resolve the issue

Please reach out to us if:

• The error continues after a few attempts
• You’re unable to complete an important action

Our contact details are located at the bottom of this page.

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