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Digital Banking / NetBank / Multi-factor authentication

Multi-factor authentication helps you keep your accounts safe

Helps prevent unauthorised access

Even if someone knows your NetBank password, they can’t log on without completing the second verification step in the CommBank app.

Alerts you of suspicious activity

If someone tries to access your NetBank account, we’ll send a prompt to your CommBank app so you can review the logon attempt.

CommBank app

An extra layer of security for your digital banking

Download the CommBank app:

How to set up multi-factor authentication for NetBank

You'll need to download and log on to the CommBank app to start using NetBank multi-factor authentication.

  • Download the CommBank app
  • Log onto the CommBank app at least once
  • Turn on push notifications for the best experience, or approve directly in the app

How do I use multi-factor authentication?

  1. Log on to NetBank using your Client Number and Password.
  2. Confirm your logon. You will see a notification that a prompt has been sent to the CommBank app to confirm your log on. You will have 15 minutes to approve the request.
  3. Check your app. If you have push notifications enabled on your mobile device, we’ll send you a notification.  If you don’t receive the notification, open your CommBank app and look for a message asking you to confirm your logon.
  4. Confirm it's you. Check the details of the login and if it was you, select ‘Yes, this was me’ to complete your authentication.
  5. Verification complete. You are now authenticated and you will be able to use NetBank.
CommBank App alert example: "Security Alert: Did you try to log on to NetBank? Review these details.

What happens if I receive a logon notification that wasn’t me?

If you are notified of a login attempt that wasn’t you, open the notification and select ‘No, it wasn’t me’, and we’ll block that NetBank logon attempt.

We will then help you change your NetBank password to help secure your online banking.

This helps prevent someone else from accessing your online banking, even if they know your password.

CommBank App authentication check screen: "Did you try to log on to NetBank?"

What should I do if MFA still isn’t working?

To use multi-factor authentication for NetBank , check that you have:

  • Logged in to the CommBank app, using your NetBank credentials
  • Push notifications enabled on your device. Do this by going to  notifications/notification centre in your phone’s settings, locate the CommBank app and slide the toggle to ‘on’.

If you do not have push notifications enabled, you can find the multi-factor authentication message on the home screen of your CommBank app.

FAQs

If you lose your phone, you can re-download the CommBank app onto a new mobile phone, compatible tablet or device. You'll need to receive a Netcode SMS to set up your CommBank app on your new device, so if your phone number has changed, please contact us and let us know before you get started. If this isn't an option or you can’t access the app, please contact us to confirm your identity and get help logging on.

If your lost phone, tablet or device had a digital wallet you can deregister your CommBank card(s) using the CommBank app on your new device. Tap Cards, then Go to card settings, tap Review digital wallets, where you will be able to remove any digital wallets from old devices or ones you don’t recognise by tapping delete. 

To help protect you, multi-factor authentication is mandatory for NetBank logon. Alternatively you can use your CommBank app for most of your everyday banking. If you have any issues or wish to discuss alternative logon options, please contact us.

Yes. To keep your accounts secure, you will be asked to complete multi-factor authentication every-time you log onto NetBank. 

Some third-party services such as accounting software and aggregators use screen scraping to access your NetBank data. This means they log on using your Client Number and Password, which can trigger repeated MFA prompts and cause interruptions, including being unable to refresh feeds or link your accounts.

To protect your security, you must never share your NetBank Client Number or Password with any third party. Credential sharing increases the risk of unauthorised access, fraud, and identity theft, and can result in you suffering loss.

What to do:

  • Firstly, change your password immediately if you've shared your credentials with a third-party service or are noticing unusual MFA prompts; then
  • Unsubscribe from the service after changing your password, if you're aware the service is using your NetBank credentials to access your accounts.
  • Switch to a secure alternative such as Open Banking, which allows you to share your banking data securely without sharing your login credentials.

You can make sure your notifications are turned on by finding notifications/notification centre in your phone's settings, locate the CommBank app and slide the toggle to 'on'.

If you have recently registered your device, it can sometimes take up to 24 hours before receiving MFA notifications to the mobile.

You can open the app and find the notification immediately on the home page, or message us if you cannot locate it. You don’t need to wait for a phone alert.

If you receive a CommBank app logon notification that you don’t recognise, select “No, it wasn’t” when prompted in the CommBank app and we'll block that NetBank logon attempt. We will then help you change your NetBank password to help secure your banking. This will help prevent anyone else from accessing your digital banking, even if they have your password. For your security, make sure you never share your NetBank password with anyone - including third party apps or services.

There are a few ways to resolve issues with multi-factor authentication (MFA).

  1. The CommBank app works best when it’s up to date. You can download the latest version from the App Store or Google Play. Once you’ve updated the app, log on to refresh your connection
  2. If your app is already up to date, try opening it before logging on to NetBank again
  3. Each NetBank logon sends both a push notification and an in-app notification. If you haven’t got a push notification, check your notifications are turned on in your device settings. Remember, you can always find your MFA notification on the home screen of the CommBank app.

  1. Remove the CommBank app from your device
  2. Reinstall the CommBank app and log on
  3. Ensure that you have a passcode set on your mobile device
  4. Restart the NetBank log on process

You’ll get an in-app notification on the home screen of the CommBank app to complete MFA. It may take some time for your MFA push notifications to sync.

If you’re still having trouble, contact us for help.

You’ll still use NetCode to approve certain transactions. Our multi-factor authentication security feature is just for logging on to NetBank.

The CommBank app has its own security features, including the option to use Face ID or fingerprint login.

Further assistance

Please contact us on 13 2221 or visit your local branch for further assistance in using NetBank multi-factor authentication.

We're here to help

Things you should know

The CommBank app is free to download however your mobile network provider charges you for accessing data on your phone. The CommBank app is available on Android and iOS operating systems (minimum operating system version requirements may apply). Learn more at commbank.com.au/app.