How do I use the online keypad?
How do I enter my password using the mouse?
How do I enter my password using my 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.
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.