Online transaction security

As part of an industry-wide change, we’re adding an extra layer of security to help prevent fraudulent transactions when your credit card, savings or loan account is being used online.

We may send you a passcode when you make an online transaction to make sure it’s you. This includes shopping online with your credit card, logging in to online banking or making changes such as updating your personal details, adding additional card holders or making payments. If you receive a passcode, you’ll need to enter it on screen before the transaction can continue. If we don’t have your phone number then we won’t be able to send you a passcode and you’ll not be able to complete your online transaction.

Check your details

So that you can continue to make online transactions as usual, you need to make sure that the phone number we have for you is correct and up to date. Please check the number you’ve given us by logging into online banking, click on My Details, then select Personal Details.

Not given us your phone number or changed numbers recently?

The easiest way to give us your phone number, or update it, is by calling us. Please visit our contact us page to find the right telephone number for your product.

Any questions

For more information see our frequently asked questions below:

Passcode questions

When you’re making a transaction online, we may need to do an extra security check to make sure it’s you. If we do, then we’ll send a 6 digit passcode to the phone number you’ve given us. This is a secure number that you must keep confidential and can only be used by you for that particular transaction. It’ll also have a time limit so it can only be used once. Once received, you enter the passcode at the prompt on screen to continue with your transaction.

As part of an industry-wide change, we’re adding an extra layer of security to help prevent fraudulent transactions when your credit card, savings or loan account is being used online. We’ll be using passcodes to authenticate online transactions because they’re more effective at preventing fraudulent transaction attempts than other methods.

You may not be able to access online banking or service your account online, and may not be able to shop online with your credit card. So it's important that you tell us your phone number, preferably a mobile one. The easiest way to do this is by calling us. Please visit our contact us page to find the right telephone number for your product.

Don’t worry, you’ll still be able to use your card in shops and take cash out. And if you’re at home shopping online or logging into online banking, you can choose to send the passcode to your landline if we also hold this phone number on file for you.

If you don't receive the passcode because you don't have a signal, you can request another passcode if you can get a signal nearby. Or if you’re at home and logging in online you can choose to send the passcode to your landline if we also hold this phone number on file for you. However for some servicing activity we need to send the passcode to your mobile.

Just log in to online banking, click on My Details, then select Personal Details.

Most mobile phones have a tool to help blind or visually impaired people read their mobile phone screen. We’d suggest checking your mobile phone’s accessibility settings for screen reading and text to speech options. On most Apple devices VoiceOver can be activated and most Android devices have a TalkBack tool.


Online banking questions

We may need to send you a passcode when you log in to online banking to make sure it’s you. And you’ll need a passcode to carry out specific servicing activity such as updating your personal details, adding additional card holders or making payments.


Credit card questions

You won’t need a passcode every time you shop online but for some online transactions and some updates you make in online banking, we’ll need to do an additional security check. If this happens, we’ll send a passcode to you.

No. We’ll only send you a passcode when you make certain online transactions and we need to do an additional security check. It doesn't apply to any other types of transactions such as shopping in person or taking cash out.

Provided we have phone numbers for the additional cardholders, they’ll still be able to shop online using the credit card.

Yes, in the future we will need to send you a passcode when you set up a new recurring payment. However this’ll only happen once, at set up, not each time the payment is made. And you’ll not need a passcode for existing recurring payments, though you may need a passcode if you are making changes to these payments.