How secure is banking online?
We go to great lengths to protect you when you’re using our Internet Banking services. Our Health Professionals Bank Security Promise is your guarantee we are working around the clock to protect you, your identity and your money.
What is a one-time password?
A one-time password (OTP) is a six digit number sent to your mobile phone via SMS, or generated via a security token. A one-time password is required when making certain transactions in online banking and updating your account and personal information.
A different password is generated each time you use one-time password security.
If I have a security token, can I also use SMS for one-time password?
Yes, you can be registered to use both SMS and a security token to generate a one-time password. Each time you conduct a secure transaction, you will be given a choice of which method you would like to use to generate your one-time password.
How much does a SMS one-time password cost?
One-time password’s generated via SMS or security token are free for members.
Can I receive SMS one-time password anywhere in the world?
SMS one-time password is available anywhere that you can receive a standard text message to an Australian mobile phone number. If you require an SMS to an overseas mobile number, our contact centre can assist in setting this up for you.
For details on receiving SMS while overseas and whether you will incur any additional charges, please contact your mobile phone service provider.
How long does it take for me to receive my SMS one-time password?
You should receive an SMS within 20 seconds. If you have not received your SMS one-time password in this time, log out and log back in to internet banking and restart your transaction. Delays may be experienced during periods of high usage.
How do I update my mobile number that is registered for SMS?
To change the mobile number registered for your SMS OTP security, you will need to speak to our contact centre.
You cannot update your mobile number via Internet Banking for security reasons.
Can I use the same mobile number on two different online banking logins?
What is a security token?
A security token is a physical device or an app that generates a one-time password. Security tokens are used to prove a member’s identity electronically for certain transactions within online banking. The token is used in addition to or in place of SMS one-time password security.
Who can request a security token?
All members who have activated their online banking can request a security token.
How do I request and activate a security token?
Contact us here or send us an enquiry.
How much does a security token cost?
The security token will be at no cost to members.
What should I do if my security token is lost, damaged or stolen?
If your security token is lost, damaged or stolen, contact us here. Please see our fees and charges.
Can I use my security token anywhere in the world?
A security token can be used wherever you can log in to online banking. This includes overseas and in remote areas.
Can I use the same security token on more than one online banking login number?
No. A security token can only be used with one online banking account.
How to protect yourself online
Follow these tips to protect your computer or device from viruses and fraudulent activity as well as keep your identity safe online.
Tips on how to protect myself online.