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Business / Online Banking / CommBiz / CommBiz user guides / How to activate and use eToken

What this guide's for

Learn how to activate and use CommBiz eToken.

Why you'd do this

CommBiz eToken is the digital alternative to the physical security token – activate eToken in the CommBiz mobile app anytime, anywhere.

What you'll need

  • CommBiz eToken set up on your Service
  • Your mobile number accurately recorded on your user profile
  • To have successfully verified your identity

 

Eligibility

You’re eligible for CommBiz eToken if:

  • CommBiz eToken is set up on your CommBiz Service (a Service Administrator can call the CommBiz helpdesk 13 2339 to set eToken up)
  • Your mobile number is accurately recorded on your user profile (a Service Administrator can update this for you)
  • You’ve successfully verified your identity
  • You access a single CommBiz Service with your user credentials (users accessing multiple Services with a single set of log on credentials aren’t eligible for eToken)
  • Your mobile device supports the latest CommBiz mobile app. eToken can only be activated on one device at a time.

 

Physical tokens

If you’d like a physical security token , call the CommBiz Helpdesk on 13 2339.

Note: you can only have an eToken or a physical token at one time.

Activating CommBiz app and eToken

Step 1

If you have an iPhone, go to Settings then General and tap Date and Time on your phone to make sure the Auto Sync option is turned on.

If you have an Android device
If you use Android, how to do this may differ per handset.

Step 2

  • Open the CommBiz app and follow the prompts to register the app
  • Activation step 4 will let you activate your eToken. Tap Activate CommBiz eToken Now, and pick a four digit PIN

Important things to know 

  • If you don't see activation step 4 and haven’t activated eToken on any other device, have your service administrator call the CommBiz helpdesk on 13 2339 to have your service set up for eToken
  • Note: When you activate your eToken, your physical token will be permanently disabled
Screenshot step 1

Activate with CommBiz app menu

Step 1

  • If you have an iPhone, go to Settings then General and tap Date and Time on your phone to make sure the Auto Sync option is turned on
  • If you have an Android device
    If you use Android, how to do this may differ per handset

Step 2

  • Open the app and select Activate eToken from the menu
  • If you don't see this option in the menu and haven’t activated eToken on any other device, have your service administrator call the CommBiz helpdesk on 13 2339 to have your service set up for eToken

Step 3

  • Tap Activate CommBiz eToken, pick a four digit PIN
  • When you activate your eToken, if you have a physical token it'll be permanently disabled

Change eToken PIN

Step 1

  • Open the menu in the CommBiz app. Tap Change eToken PIN and choose a new one
  • Enter your CommBiz login password to submit the new PIN

How to reset forgotten or locked PIN

Step 1

  • If you enter the wrong PIN five times, it will be locked
  • To reset your eToken PIN, go to the Menu > Change eToken PIN. Tap Forgot PIN and follow the prompts
Screenshot step 2

Generate eToken password

Step 1

  • Open the app. Tap Generate token password. You don’t need to be logged on or connected to a network
  • Enter your four digit PIN to generate an eToken password
  • eToken will generate a temporary password you can use for 32 seconds
  • If it expires you can generate another one. Tap Generate another Token password
Screenshot step 3

Authorise a transaction in the CommBiz app

Step 1

  • Log on to the app and tap Authorise payment, then enter your four digit eToken PIN
  • You’ll see a confirmation page. To see the transaction history, go to Transaction history

Authorise a transaction from the desktop site

Step 1

  • Enter Authorisation Details using your log on and eToken password. Tap Authorise
  • If your transaction isn’t authorised, refer to the eToken troubleshooting section below
Screenshot step 4

eToken troubleshooting

My token password isn’t working:      

  1. Try logging back into the app and reactivating eToken. You may need to set up a new PIN
  2. Is your registered device time out of sync with coordinated universal time (UTC)? The password won’t be accepted. Go to Settings then General followed by Date and Time and make sure the Auto Sync option is on. Call CommBiz help desk on 13 2339 to reprovision your device. You can now reinstall the app and activate eToken

I have replaced, upgraded, lost or broken the device eToken is on:         

Call CommBiz help desk on 13 2339 to reprovision your device. Then you can reactivate eToken on your new device.

My eToken doesn't appear when I open the CommBiz app:

Go into the CommBiz app menu and activate it again.

Support

Things you should know

This guide is published solely for information purposes. As this guide has been prepared without considering your objectives, financial situation or needs, you should consider its appropriateness to your circumstances and if necessary seek the appropriate financial advice before acting on information in this guide. Commonwealth Bank of Australia ABN 48 123 123 1234. Call 13 2221 or view our terms and conditions.