New identity provider and login experience
On Tuesday the 6th of January 2026 we're migrating to a new authentication provider for an improved login experience. Here's what you need to know.
Liam Norton, December 26, 2025
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
| Time (AEDT) | Event |
|---|---|
| 07:00 AM | Migration begins; brief login interruptions possible |
| 07:00 AM - 10:00 AM | Password migration in progress |
| 10:00 AM - 11:00 AM | Post-migration checks and verifications |
We expect the full migration to be complete by 10:00 AM 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
Your existing password will continue to work after the migration as we're securely migrating password credentials from the old system.
However, the following authentication features will not be migrated and need to be set up again:
- Multi-factor authentication (MFA/2FA)
- Passkeys
- Social login (Google, Microsoft, Apple)
If you use any of these features, you can reconfigure them from the User Settings page in the Neptune portal.
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 option on the login page. Once logged in, you can set up a new password and other authentication methods as well.