How do I use the online keypad?
- Use the keyboard on your computer to type in your Customer ID.
- Use the online keypad to enter your password.
How do I enter my password using the mouse?
- 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.)
- Once you have entered your password, select "sign in."
How do I enter my password using my keyboard?
- Use the tab button on your keyboard to move to the letter or number you wish to select.
- 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.
- Use the space bar on your keyboard to select the letter or number. (An asterisk will appear in the field.)
- 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.
Do I enter my Customer ID using the online keypad?
The online keypad was introduced to provide added password protection. You do not need to use it to enter your Customer ID.
If I am having problems signing in with the new online keypad, what should I do?
You may be using an incompatible browser. Please refer to our browser set up information for details about the browsers we support and suggestions about using your browser with the new keypad.
If you continue to experience difficulty, please contact the Internet Banking help desk on 1300 655 505.
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.
The following rules apply when changing your password. Passwords:
- Must be exactly six characters (you can use A-Z, a-z and 0-9)
- Must contain at least one number and one letter
- Must not contain special characters eg. "&", "#"
- Must not be a simple format eg. AAAAAA or 123456
- Are not case sensitive.
If changing your password, your new password must not be the same as the old password
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:
- Do not use your Card PIN or part of your PIN in your password
- Do not use part of your Customer ID in your password
- Do not select something obvious or that can be easily associated to you, such as your date of birth, name, telephone number, driver's licence number, etc.
- Do not use an ordinary English word, familiar jargon, or a password that you have previously used
- Do not keep a record of your password with your Customer ID.
- Do not write down your password. A good method for choosing a password is to think of a familiar six word phrase that incorporates a number. Use the first letter of each word and the number to form your password. For example, the phrase we live at 8 george street represents the password wla8gs.
Why has the sign in page changed?
We have made changes to the sign-in page as part of our ongoing program of improvements for Internet Banking.
The change involves a new online keypad which you need to use to enter your password. The online keypad uses special technology which scrambles your Customer ID and password to prevent those attempting fraud from capturing the information you have entered. Using the keypad to enter your password also helps protect against most types of keyloggers.
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."
If you want to learn more, read our questions and answers.
Things you should know
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