Important secure banking upgrade

What's changing?

Enhanced security is a key focus of this phase of the upgrade so we can improve the protection of your money and personal information. Here's what's changing:

• An SMS ‘One-Time Password’ (OTP) will be sent to your mobile with a code that you’ll need to enter when you do things like changing your login access code or sending money to someone you haven’t paid before.

• There's also an in-app and online messaging with a new-look login screen. This feature allows you to connect with our team to get help or answer questions.

Importantly, the upgrade to the platform will then enable us to roll out other benefits later in 2023 such as replacing the scramble PIN pad with enhanced password criteria for added security and automated account opening to make opening new accounts easier than ever.

Make sure we have your correct mobile number before the upgrade

As the One-Time Password (OTP) will be mandatory to complete some transactions in our Mobile App and Internet Banking once we roll this out, please check we have your correct mobile number or contact us to have one added to your account if you don't already. You can do this either in the app, via Internet Banking or by contacting us on 1300 13 22 77.

We don’t recommend you share a mobile number with another person.

The OTP provides an important layer of security to help reduce the risk of unauthorized access so you should limit who has access to your mobile phone and ensure you protect it with a PIN or biometric at all times. Sharing login details, devices or contact details can compromise the security of your accounts and put your financial safety at risk.

What are my options if I don’t have a mobile number or don’t wish to provide one?

With fraud ever prevalent, the One-Time Password is a critical security feature to better protect your personal information and data. If you don’t have a mobile number, or chose not to provide one, your Internet Banking experience will not include full access to features you may use today. You can continue to access our online services but may encounter restrictions where the OTP is a mandatory requirement. We still offer a number of ways to bank including Telephone Banking, Bank@Post and our store network.