New identity provider and login experience

On Tuesday the 6th of January 2026, we're changing the login and authentication provider used by the Neptune website. We expect no service interruption and your existing password will continue to work after the migration is complete.

Why we’re making this change

We've been using Auth0 for customer authentication since Neptune launched, but it no longer suits our requirements. We're therefore moving to Ory, a different identity platform that better suits our needs.

This change has no impact on your service, your plan, or your billing. It only affects how you log in to the customer portal, and manage your account.

What to expect

We expect the full migration to be complete by 6th of Jan at 08:00 PM AEDT at which time you can login using your existing password. If you need to access the portal during the migration, you can use the Email Code login method.

What you need to do

If you normally sign in using a password, nothing changes. Your existing password will continue to work after the migration.

If you sign in without a password (for example using passkeys, social login, or multi-factor authentication), you’ll need to recover your account the first time you log in after the migration.

You can recover your account using:

• Email Code login, or
• Recover Account on the login screen

After signing in, you can re-enable the following from User Settings in the Neptune portal:

• Multi-factor authentication (MFA/2FA)
• Passkeys
• Social login (Google, Microsoft, Apple)

How we're keeping your data secure

Password migration is handled with strict security controls:

• Export: Auth0's process requires multiple account owner authorisations and support team intervention. Password hashes are exported through a secure, time-limited channel.
• Import: We never access or store plaintext passwords. The same hashing algorithm is used, and no password data is permanently stored outside the new system.

We’re very careful handling this data and your credentials are protected throughout this process. If you have any doubts, please reset your password after this migration is completed.

Getting help

If you run into any issues after the migration window, reach out to our support team. We're here to help.

• Email: [email protected]
• Help Centre: help.neptune.net.au

If you've forgotten your password you can use the Email Code or Recover Account option on the login page. Once logged in, you can set up a new password and other authentication methods as well.