A: An SMS One Time Password is a random six-digit number that is generated by the system when performing certain transactions. It will be sent to your mobile phone via SMS to provide an extra level of authentication.

A: SMS One Time Password is a free and easy to use service for our members.

A: An SMS One Time Password is required to complete certain transactions in Online Banking including:

  • Updating your personal details (such as your address or phone number).
  • Changing your access code or PIN.
  • Registering new payees or updating the details of existing payees.
  • Making payments or funds transfers to new payees.
  • Making international transfers.
  • Authorising transactions on two to sign accounts.

A: The SMS One Time Password service will become compulsory for certain Online Banking transactions, and it will be progressively rolled out to members over the coming weeks. Please ensure that your mobile phone number is correct and remains up to date in Online Banking. If you would like to start using the service now, you can register for SMS One Time Password via Online Banking. View the demo on how to Register for SMS One Time Passwords or follow these simple steps:

  1. Log in to Online Banking.
  2. Click on the Maintenance tab and select Setup Security Options.
  3. Click on the Request button to register your mobile phone number to receive SMS OTP.
  4. If your mobile number is already displayed, check that it is correct; alternatively, enter the correct mobile number.
  5. Click the Request button.
  6. Click on the OK button to confirm.

A: Once you have logged in to Online Banking and are registered for the SMS One Time Password service, you will see a mobile graphic on the screen when you are conducting a transaction that requires SMS OTP authentication.


Click on the Get SMS button to request and receive the SMS OTP to your registered mobile phone. This six-digit one time password will be unique to your current Online Banking session and will remain active for the duration of one session.


Enter the password in the box provided and click OK to complete your transaction or request.

A: You should receive the SMS OTP within 20 seconds of requesting it.

A: No. You need to enter your SMS One Time Password only once per Online Banking session.

A: Before you are automatically registered, you can update your mobile number yourself by following the instructions below:

  1. Log in to Online Banking.
  2. Click on Update Details under the Maintenance tab.
  3. Click on the Contact Details button.
  4. Enter your new mobile number in the field provided and select mobile from the drop down box.
  5. Click Update.


Once the SMS One Time Password service has been activated, you will be prompted to enter an SMS One Time Password when updating your details. Please contact us if you need further assistance.

A: No, as the name suggests the password is valid for one time only.

A: Please contact us on 1300 364 400 and we will disable your SMS One Time Password security options until further notified by you. It means for the period the security options are disabled, you may not be able to undertake certain transactions in Online Banking. You should also notify us if you have a PayID associated with your mobile phone number.

A: If a fraudster manages to obtain your member number and your access code, they may be able to transfer funds from your account/s. With the SMS One Time Password service activated, a fraudster cannot transfer money to non-personal payees as they cannot receive the one time password to complete the transaction.

A: Yes, you can. You can receive an SMS One Time Password while overseas if your mobile phone and SIM card allow global roaming and the country you are in provides a compatible network. Global roaming charges may be applicable. Please check with your mobile phone service provider. Your mobile phone number should be entered in international format to help ensure that the SMS One Time Password can be delivered.

A: If you do not have a mobile phone, please contact us to discuss your options.