SMS One Time Password FAQ

A: An SMS One Time Password is a random six-digit number that is generated by the system on login and to confirm certain transactions. It will be sent to your mobile phone via SMS to provide an extra level of authentication.

A: SMS One Time Password is a free and easy to use service for our members.

A: An SMS One Time Password (OTP) is required when logging into Online Banking, and for certain transactions such as:

• Updating your personal details (such as your address or phone number).
• Changing your access code or PIN.
• Registering new payees or updating the details of existing payees.
• Making payments or funds transfers to new payees.
• Making international transfers.
• Authorising transactions on two to sign accounts.

A: The SMS One Time Password service is now compulsory for certain Online Banking transactions. The mobile phone number you provide us with will automatically be enrolled for the free SMS One Time Password service. Please ensure that your mobile phone number is correct and remains up to date in Online Banking.

A: When prompted, click on the Get SMS button to request and receive the SMS OTP to your registered mobile phone. Enter the password in the box provided and click OK to complete your login, transaction or request.

A: You should receive the SMS OTP within 20 seconds of requesting it.

A: No. You only need to verify an SMS One Time Password (OTP) when logging into Online Banking, and for certain transactions.

A: If you need to update your mobile phone number please contact us directly for assistance.

A: Yes

A: No, the password is valid for one time only.

A: Please contact us on 1300 364 400 and we will disable your SMS One Time Password security options until further notified by you. It means for the period the security options are disabled, you may not be able to undertake certain transactions in Online Banking. You should also notify us if you have a PayID associated with your mobile phone number.

A: If a fraudster manages to obtain your member number and your access code, they may be able to transfer funds from your account/s. With the SMS One Time Password service activated, a fraudster cannot transfer money to non-personal payees as they cannot receive the one time password to complete the transaction.

A: Yes, you can. You can receive an SMS One Time Password while overseas if your mobile phone and SIM card allow global roaming and the country you are in provides a compatible network. Global roaming charges may be applicable. Please check with your mobile phone service provider. Your mobile phone number should be entered in international format to help ensure that the SMS One Time Password can be delivered.

A: If you do not have a mobile phone, please contact us to discuss your options.