Security

Protect my banking
SMS security basics
NetCode SMS troubleshooting
Security token basics
Register your security token
Login with your security token
Security token troubleshooting
Protect my banking
What are NetBank security alerts?

NetBank security alerts are email messages confirming certain activities on your NetBank account. Our security alerts make using NetBank even more secure by confirming the following actions:

  • Adding/deleting billers in your biller address book
  • Making any changes to entries in your account address book
  • Making changes to any of your personal details in the 'My contact details' page under 'Profiles and preferences'
  • Establishing access to international money transfers
  • Making first time third party payments
  • Online registration
  • Online password resets
  • Requests for your NetBank client ID to be frozen
  • Resetting your identification questions and answers by the NetBank Help Desk
  • Resetting your password by the NetBank Help Desk

These security alerts will automatically be sent to you as a bank message as well as to your personal email address. To ensure you receive the latest NetBank security alerts, please keep your email address up-to-date. If you need to change your email address just go to the 'Profile and preferences' tab and then 'My contact details'.

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What security precautions can I take?

For our advice on protecting your password, safe computer practices and securing your computer click here.

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What does the Bank do to make NetBank safe?

128-bit SSL encryption, digital certificates, two-factor authentication, automatic timeout, lockout, time of last login... find out more about the security measures we have installed to protect you.

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What if I forget my NetBank password?

You can now change your password online by clicking on the 'forgotten password' link on the login page.

Alternatively, you can telephone the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. You will need to provide your NetBank client number and answer a few questions to identify yourself. If you are calling from overseas, telephone +61 13 2221. International charges will apply.

When you change your password through the Help Desk, you will be asked to change your password again the next time that you login, to ensure that only you know it, thus maintaining your privacy and security.

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What can I do if I want to change my password?

To change your password: login to NetBank and then on the 'security' tab go to 'My password'.

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I have just become a NetBank customer. Why do I have to change my password?

We ask you to change your password to ensure that only you know it, thus maintaining your privacy and security.

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What happens if someone else discovers (or I think they have discovered) my NetBank Password?

Your client number and password identify you to the Commonwealth Bank's systems. As anyone with your NetBank password can access your banking details, you must not disclose your password to anyone else.

If you believe someone else knows your password, you should change it immediately.

Alternatively, should you wish to place a hold on your NetBank facility, you can contact the Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week. 

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What are my identification questions and answers?

Your identification questions and answers are a secure method for our NetBank Help Desk staff to identify you over the phone. If you have not registered for NetCode SMS or the security token then NetBank will also ask you to answer your identification questions when performing certain transactions in NetBank.

Note: Apostrophes, hyphens, commas, etc., should not be used in questions and answers. Your questions and answers are not case sensitive.

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I have just become a NetBank customer. Why do I have to input security questions and answers?

These details will allow our customer service personnel to easily identify you if you seek assistance over the phone.

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How can I enhance the security of my identification questions and answers?

When deciding what personalised questions you would like to set up, never choose questions which can be answered easily.

For example: "What colour is my car?" is an easy question, 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 is likely to be a popular choice for the majority of users, e.g. "What was the name of my first dog?" or "What was the surname of my first teacher?"

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When will I be prompted to answer my identification questions?

You may be prompted to answer your identification questions when:

  • Accessing the 'my contact details' page.
  • Accessing the 'register NetCode SMS' page.
  • Accessing the 'register NetCode token' page.
  • Importing a file.
  • Making changes to your account address book.
  • Making additions or deletions of billers in your biller address book.
  • Making an international money transfer.

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How many attempts do I get to answer my identification questions?

You have 3 opportunities to correctly answer your identification questions. If you do not answer your identification questions correctly in 3 attempts you will need to telephone the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week, to have your identification questions and answers reset.

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What if I forget my identification questions and answers?

If you forget your identification questions and answers you can telephone the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week, to have your identification questions and answers reset.

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Can I change my identification questions and answers?

Yes. Go to the 'security' tab within NetBank and click on 'My Q&As'.

Note: Before accessing the 'My Q&As' page you will be prompted to 'Get NetCode SMS'. Once received, please enter and click the 'Next' button. If you need help, please contact the NetBank Help Desk on 13 13 2221 (option 4), 24 hours a day, 7 days a week.

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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?

A security warning 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/ may prevent the warning message from appearing again.

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SMS security basics
What is NetCode SMS?

NetCode SMS is a free service available to all NetBank customers. It replaces Personalised Identification Questions to provide added security when completing certain NetBank transactions.

You will be prompted to 'Get NetCode SMS' when you:

1. Access 'my contact details' on NetBank.

2. Pay someone for the first time.

3. Add a BPAY biller.

4. Transfer money using international money transfers.

5. Apply for a CommSec account via NetBank.

6. When shopping at sites that use Secure Internet Shopping.

Every time you perform one of these transactions, a new NetCode will be sent to your mobile phone via SMS.
 
To complete your NetBank transaction, simply key in the 6-digit NetCode in the 'Enter your NetCode' field. Each NetCode number securely matches the Commonwealth Bank's NetBank system.

To take advantage of this great new service, view our demonstration to find out how to register for NetCode SMS.

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How do I register for NetCode SMS?

To register online for NetCode SMS:

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

2. Go to the 'security' tab and select the 'Netcode security' page.

3. Confirm your mobile number is correct.

4. You may be asked to answer your two personalised identification questions. Once complete, click 'register'.

5. You'll then see a confirmation page stating registration is complete.

If you have any questions, please call the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week.

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When does each NetCode SMS expire?

A NetCode SMS is only valid for a few minutes.

Once you have keyed in your NetCode and it has been accepted on the NetBank screen, please delete the SMS from your mobile phone to avoid confusion with future transactions.

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How much does it cost to register for NetCode SMS?

The Commonwealth Bank of Australia is providing this service free of charge as an added security measure to help you protect your money.

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How much does it cost to receive a NetCode SMS?

The Commonwealth Bank will not charge you to receive a NetCode SMS. You should check if your mobile phone service provider may charge you for receiving a NetCode SMS, particularly when overseas.

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Can I use NetCode SMS on NetBank while overseas?

Yes, you can receive a NetCode SMS on your nominated Australian mobile phone number while overseas. Ensure your handset and SIM card allow global roaming and the country you go to offers a compatible network. Please check with your mobile phone service provider.

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NetCode SMS troubleshooting
I'm a registered NetCode SMS user and was asked to 'Get NetCode SMS' during a NetBank session, but don't have my mobile phone with me.

You may complete your transaction without a NetCode SMS. Please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week.

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Do I always need my mobile phone with me when using NetBank?

No, you will be able to complete most transactions like logging in to NetBank and viewing your transactions, without NetCode SMS. You will be prompted to 'Get NetCode SMS' when you:

  • Access 'my contact details' on NetBank.
  • Pay someone for the first time.
  • Add a BPAY biller.
  • Transfer money using international money transfers.
  • Apply for a CommSec account via NetBank.

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I am not receiving NetCode SMS on my mobile phone.

Ensure your mobile phone is on and your SMS inbox is not full. If you're unsure of how to access the SMS function on your phone, please check with your mobile phone service provider.

To complete your transaction without a NetCode SMS, please contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week.

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I have received a NetCode SMS message even though I'm not logged in to NetBank.

Immediately contact the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week.

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Can I change the mobile phone number currently registered for NetCode SMS?

Yes, if you have changed to a new mobile number please call 13 2221 at any time for assistance.

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I have a NetCode Security Token, but want to use NetCode SMS instead.

If you prefer to use NetCode SMS, go to the 'security' tab and select the 'SMS security' page. Once successfully registered, you will no longer need your security token. Please dispose of your security token safely.

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What if I am not comfortable with using NetCode SMS?

You can discuss your NetBank security options with us by calling the NetBank Help Desk on 13 2221 (option 4), 24 hours a day, 7 days a week.

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Security token 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 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 users 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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I have received a token from the Commonwealth Bank. Can I use it immediately?

You can use your token as soon as you register it through NetBank.

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How do I register my security token?

1. Login to NetBank, go to the 'security' tab and then select 'Register my token'.

2. Enter the first 6 digits of your token's serial number, which can be found on the back of the device.

3. You may need to answer your 2 personalised identification questions; then click 'register'.

4. You'll then see a confirmation page stating registration is complete.

5. Successful registration will also be confirmed in a bank message via NetBank. You will also receive an alert email if we have your email address in NetBank.

6. Once you've registered your security token, it's ready to use and you'll need it every time you login to NetBank.

If you would like to see an online demonstration, view: netbank.com.au/netcode

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Can I use a token I received from another bank?

No, our system will not allow you to use a token provided by another bank.

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Login with your 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' screen. 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.

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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.

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

No.

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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.

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 alternatives.

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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 it 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.

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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 call us on 13 2221 (option 4), 24 hours a day, 7 days a week and we will send you a replacement security token.

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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.

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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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