Help & support
Even if someone knows your NetBank password, they can’t log on without completing the second verification step in the CommBank app.
If someone tries to access your NetBank account, we’ll send a prompt to your CommBank app so you can review the logon attempt.
You'll need to download and log on to the CommBank app to start using NetBank multi-factor authentication.
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.
To use multi-factor authentication for NetBank , check that you have:
If you do not have push notifications enabled, you can find the multi-factor authentication message on the home screen of your CommBank app.
If you’re using your own personal device, you can trust your browser to reduce how often you need to confirm your NetBank logon in the CommBank app.
To trust your browser:
Make sure you tick Trust this browser before approving the logon in the CommBank app.
The next time you log on from the same browser, you may be able to access NetBank faster without confirming your logon in the app.
We’ll still help protect your account by asking you to verify it’s you if we detect unusual activity or when your browser is no longer trusted.
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.
No. To help protect your accounts, multi-factor authentication is required for NetBank log ons.
If you’re using your own personal device, you may be able to trust your browser. This can reduce how often you need to confirm your log on in the CommBank app while the browser remains trusted. We may still ask you to verify it’s you if your browser is no longer trusted or we detect unusual activity.
You can also use the CommBank app for most everyday banking. If you’re having issues or want to discuss alternative log on options, please contact us.
Not always.
If you trust your browser, you may not need to confirm every NetBank log on from that same browser. You’ll still need to enter your client number and password each time you log on.
We may still ask you to verify it’s you if your browser is no longer trusted or we detect unusual activity. If you don’t trust the browser, you’ll be asked to complete multi-factor authentication each time you log on to 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:
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).
If you’re receiving logon notifications you didn’t initiate, or you’ve been pressured to share your logon details by someone you know, this could be a sign of financial abuse. Visit CommBank Next Chapter for information and support.
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.
Trusting a browser means you may not need to complete an extra security check, such as confirming your NetBank log on in the CommBank app, each time you log on from that browser. You’ll still need to enter your client number and password.
Trusting a browser can make logging on faster by reducing the number of security steps when you use a personal device regularly.
Even if you’ve chosen to trust your browser, we may still ask you to verify it’s you under certain circumstances.
This can happen if:
You can only trust one browser at a time. If you trust a new browser, the previously trusted browser will no longer be trusted.
You should only trust browsers on personal devices that you use regularly, such as your home computer or personal laptop. Avoid trusting browsers on public or shared devices.
You can still access NetBank as usual. If you choose not to trust a browser, you’ll be asked to verify your logon in the CommBank app each time for security.
If you still have access to the browser, you can remove the trusted status by clearing cookies in your browser settings. If you trusted a browser on a shared or public device, no longer have access to the device, or notice anything unusual, contact us immediately on 13 2221.
Trusting a browser only reduces extra security checks. You’ll still need to enter your client number and password every time you log on.
A browser is the application you use to access websites on the internet. Common browsers include Google Chrome, Safari, Mozilla Firefox, and Microsoft Edge.
When you choose to trust a browser, you’re trusting the specific browser on that device to reduce additional security checks when you log on.
Please contact us on 13 2221 or visit your local branch for further assistance in using NetBank multi-factor authentication.
If English isn’t your first language, the government's free translating and interpreter service can help you to communicate with us. This service is available in over 150 languages. We can arrange this service when you call us or visit us in branch.
Indigenous Customer Assistance Line (ICAL) supports Aboriginal and Torres Strait Islander customers with essential banking needs. Call 1800 700 682 Monday to Friday from 9.00am to 8.00pm and Saturday 8.00am to 2.00pm (Sydney/Melbourne time). First Nations translators are available through Language Loop; availability of languages may vary from time to time due to the availability of interpreters.
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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.
