Help

Customer ID

The 8 digit number found on top of your bank statement.

If you've forgotten your customer ID please call us anytime on:

Password

Your password is 6 characters in length, is not case sensitive, and must contain at least 1 digit and at least 1 letter.

If you've forgotten your password and registered for a security device, you can reset your password instantly online.

If your customer ID has been suspended due to a number of incorrect sign in attempts, try resetting your password and sign in with the new password.

If you're still unable to sign in, please call us anytime on:

Using the online keypad

How do I use the online keypad?

  1. Use the keyboard on your computer to type in your Customer ID.
  2. Use the online keypad to enter your password.

How do I enter my password using the mouse?

  1. Place your cursor over the letter or number you want to select and click on it with your mouse. (An asterisk will appear in the field.)
  2. Once you have entered your password, select "sign in."

How do I enter my password using my keyboard?

  1. Use the tab button on your keyboard to move to the letter or number you wish to select.
  2. If you wish to move in the reverse direction, hold down the 'Shift' button and tab to the letter or number you wish to select.
  3. Use the space bar on your keyboard to select the letter or number. (An asterisk will appear in the field.)
  4. Once you have entered your password, tab to the "sign in" button and press the "Enter" key on your keyboard.

How do I enter lower or upper case letters using the online keypad?

Passwords are not case sensitive. Just select the letters and numbers of your password using the keypad.

I'm receiving the message "password change error" when attempting to change or select a new password. What should I do?

You may be using a password that is either too simple or does not meet our password requirements. To assist you, we have provided password rules and tips.

Rules

The following rules apply when changing your password. Passwords:

If changing your password, your new password must not be the same as the old password

Tips

A good password is one that is easy for you to remember but difficult for someone else to guess. The following tips may be useful when creating a password:

I use a screen reader - can you explain how the online keypad is laid out on the screen?

The online keypad consists of the following text:

"Enter Customer ID using your keyboard" and a box to enter this information in.

"Select the type of customer you are" with two buttons to select from: Personal or Business.

"Enter password using the buttons below".

Next is a three row keypad consisting of:

Line 1 - selectable keys marked 1 to 0

Line 2 - selectable keys marked A to M

Line 3 - selectable keys marked N to Z

The next line has an icon reading "Clear" and a box that shows dots to correspond with each password character entered. Our accessibility testing found no audible confirmation for each character entered. Next to this box is an icon reading "Sign in".

On the last line is text reading "If you have forgotten your password please call us on 1300 655 505."

 

Things you should know
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