Login FAQ

General
NetCode token login basics
Login with your NetCode security token
NetCode security token troubleshooting
General
I cannot load the NetBank login page. What can I do?

Make sure that your system meets the minimum requirements and your settings are correct.

If you normally access the internet through a proxy server and cannot access NetBank, try disabling your proxy connection.

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What if I forget my NetBank password?

On the NetBank login page click the link 'Forgotten password?' link. It will take you to a page where, by answering a series of questions, you can get a new password to access NetBank.

To reset your password online, you need to:

  • Be an existing NetBank customer.
  • Hold a Commonwealth Bank Credit Card, or hold a Commonwealth Bank KeyCard and know one of your Commonwealth Bank account numbers.
  • Answer your 2 personalised identification questions. The questions and answers have been set up by you to help us identify you.

If you experience trouble resetting your password on the Login page, please call the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week, with the confidential identification details (including your questions and answers) you gave us when you applied for NetBank. The NetBank Help Desk staff will use these to identify you, and issue you with a new temporary password, which you will be prompted to change next time you login to NetBank. If you call from overseas, telephone +61 13 2221 (option 4).  International charges will apply.

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What can I do to enhance the security of my NetBank password?

As part of our security precautions, we use security questions and answers that are known only to you. We may ask you to recall these questions and answers if you need to contact our NetBank Help Desk, as a way of identifying you.

When deciding what security questions you would like to be asked if you forget your password and need to be reminded of it, never choose questions whose answer can be easily guessed.

Example: "What colour is my car?" is a question whose answer is easily guessed, as the answers white, red, grey or blue would be applicable to 70% of people. Likewise "How many cups of coffee do I drink a day?" For most people the answer would be one to five.

Questions that are difficult to guess are those with thousands or millions of possible answers, none of which are likely to be a popular choice for the majority of users e.g. "What was the name of your first dog?" or "What was the surname of your first teacher?"

If you have any security concerns, contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you call from overseas, telephone +61 13 2221 (option 4). International charges will apply.

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Why do I receive a security warning saying 'This page contains secure and unsecure information' when I try to access NetBank?

The security warning that you receive when attempting to access NetBank is a result of the browser, operating system and security setting combination you have on your computer.

The unsecured items that this message is warning you about are graphics. Your security will not be compromised in any way if you allow the unsecure items within the NetBank pages to be downloaded. The main reason we have not secured these items is to increase access speed to NetBank.

If you are using Microsoft Windows, installing the latest version of Internet Explorer and upgrading your operating system with the latest security updates from http://www.microsoft.com/downloads (this will open in a new browser window) may prevent the warning message from appearing again.

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What other security precautions must I take?

For advice on protecting your password, safe computer practices and securing your computer go to Security precautions you can take .

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NetCode token login basics
What is a security token?

A security token is a small electronic device that produces a NetCode.  It generates a new NetCode approximately every 30 seconds.  Once your token is registered, you’ll be asked to enter your NetCode every time you login to NetBank.

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What is a NetCode?

A NetCode is a 6-digit number generated by your token. The NetCode will be displayed for a short time in the format [123456]. Each time you press the button on your token a new NetCode will be displayed for approximately 30 seconds.

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How does the security token work?

The token displays a new number (after you push the button) approximately every 30 seconds. It is a time-sensitive device, each NetCode number securely matches back to our NetBank system, and it can be used anywhere in the world.

Your token does not receive or transmit signals.

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How do I store my security token?

It’s important to keep your token safe. Never store your security token, client number and password in the same place.

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How do I care for my security token?

Avoid exposing your security token to extremes of heat and cold for prolonged periods. Your security token is not waterproof.

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Will you charge me to use the token?

The token is provided to customers free of charge as part of our commitment to make online banking even more secure. However, the Bank may charge a fee to replace lost, stolen or broken tokens.

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Login with your NetCode security token
How do I login to NetBank with my security token?

1. Login to NetBank with your client number and password.

2. You will then be presented with a ‘NetCode token login’ page. Press the yellow button on your token and enter the 6 digit NetCode that appears. This number will be displayed for approximately 30 seconds on your token.

3. Click ‘continue’ to complete your login.

4. The token will turn itself off automatically once you’ve finished with it.

5. Remember, your token produces an ever-changing NetCode, and you will need to enter a new NetCode each time you login to NetBank.

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Once I register the token, can I login to NetBank without the token?

No, you will need your security token each time you login to NetBank. If you have forgotten your token, please call the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you are calling from overseas, telephone +61 13 2221 (option 4). International charges will apply.

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What if the NetCode is not accepted?

If you take longer than the permitted time period to enter the NetCode, you will receive an error message. If this occurs, press the button on your token to generate a new NetCode.

If your NetCode is still not accepted, please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you are calling from overseas, telephone +61 13 2221 (option 4). International charges will apply.

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Do I need to install another device or software in order to use my token?

No.

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NetCode security token troubleshooting
Can I have 2 tokens?

No. NetBank only allows you to register one token.

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Can someone else use my token?

No. Under the Bank’s Electronic Banking Terms and Conditions, your token cannot be shared.

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What action do I take if my token is damaged, lost or stolen?

If your token is damaged, lost or stolen, please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you are calling from overseas, telephone +61 13 2221.  International charges will apply.

We can then provide you with a replacement token.

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What if I am not comfortable with using a token?

Please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week to discuss an alternative. If you are calling from overseas, telephone +61 13 2221.  International charges will apply.

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My token has not arrived; can I collect my token from any branch of the Commonwealth Bank?

No. Your token will be mailed to you.

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Do I need to return a damaged token once I receive a replacement?

There is no need to return an old token unless the Bank asks for the token to be returned. Otherwise, please dispose of your old token safely.

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Can I change the battery in the token?

No, it is not necessary. Do not attempt to open the token at any time as this may damage it. Simply order a new token by calling the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you are calling from overseas, telephone +61 13 2221.  International charges will apply.

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How long will the battery in my security token last? Can it be replaced?

The battery should last up to five years, but battery life depends on how frequently you use your token. The battery cannot be replaced. When the battery life is low, please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week and we will send you a replacement security token. If you are calling from overseas, telephone +61 13 2221.  International charges will apply.

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How do I interpret the warning message on the security token?

 

Message

What it means

Letters: (e.g. B E I L O S) are displayed

The token may be upside down

BATT5

5 months estimated battery life remaining

BATT4

4 months estimated battery life remaining

BATT3

3 months estimated battery life remaining

BATT2

2 months estimated battery life remaining

BATT1

1 month estimated battery life remaining

BATT

Battery life is exhausted

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Who can I contact if I am having trouble using my token?

Contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. If you are calling from overseas, telephone +61 13 2221 (option 4).  International charges will apply.

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How much will it cost me for a replacement token?

The first replacement token is free. If you require more than one replacement token within any 12 month period from the date you register your first token, a charge of $25 per token applies.

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