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Business / Online Banking & Digital Solutions / 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

    You'll need an eToken to authorise payments, and complete Administrator and other functions with CommBiz. Activate eToken in the CommBiz Mobile app. 

  • 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 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 require a physical security token, call CommBiz Helpdesk on 13 2339.

    Note: For each CommBiz Service, you can only have an eToken or a physical token at one time.

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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

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
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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
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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
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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

Troubleshooting & FAQs

Log on to the CommBiz app and reactivate eToken. You may be asked to set a new PIN.

If it's still not working, check your phone settings to see if the time is set to Coordinated Universal Time (UTC). If it is, the password won’t work. On your phone, go to Settings then General then Date & Time. Select the option Set Automatically. Then call the CommBiz helpdesk on 13 2339 to unlink the app from your user profile. You'll then be able to reinstall the app and activate eToken.

Call the CommBiz helpdesk on 13 2339 to unlink the CommBiz app from your user profile. Then you'll be able to install the app and activate eToken on your new device.

Open the CommBiz app menu and activate eToken.

Log on to CommBiz to check if your service is enabled for eToken.

Next to your CommBiz service name and ID on the CommBiz homepage, you'll see either:

  • eToken: Set up – this means your service is enabled for eToken
  • eToken: Not set up – your CommBiz Administrator will need to contact the CommBiz Helpdesk to enable it

You can only have an eToken and physical token at the same time if they're for different CommBiz services. You're not able to have both for the same service.

If you’re switching to eToken, activating it on the CommBiz app will deactivate your physical token.

Yes, once the service has been enabled for eToken, each User can choose to use an eToken or physical token.

Yes. To have more than one eToken, you need to register the CommBiz app on different devices. For security reasons, each device is linked to a unique user profile and service.

 

You can have up to 4 devices linked to your user profile, and only 1 device can have eToken activated.

To deactivate eToken, simply uninstall the CommBiz app from your device. 

If you’d like to continue using the CommBiz app without eToken, you’ll need to:

  1. Uninstall the CommBiz app from your device
  2. Call the CommBiz helpdesk on 13 2339 to unlink your device from the now-deleted CommBiz app
  3. Reinstall the app and follow the prompts to activate it

If you’re an Administrator who’d like to deactivate eToken for all Users on your service, call the CommBiz helpdesk on 13 2339.

CommBiz help

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.