Digipass and online security
What guarantee do I have about the security of my RaboDirect internet banking account?
Security is our top priority. You can be confident that RaboDirect Internet banking is safe and secure. We take pride in our excellent security record and we aim to maintain it.
What is the Digipass?
The Digipass is a small hand-held device, much smaller and thinner than your mobile phone.
How does the Digipass work?
The Digipass is a 'random number generator' that creates one-time access codes. The codes are used to identify you as a user, log you on to your accounts and verify transactions. The Digipass gives you peace of mind knowing that your financial information is always protected.
Who makes the Digipass?
The Vasco Digipass security system used by RaboDirect offers Australian customers the highest levels of online banking security. Vasco has an international reputation through its work with more than 370 international financial institutions, approximately 1,700 blue-chip corporations and governments located in over 80 countries.
Why is it so safe?
Is a Digipass safer than a standard login code?
Yes. The Digipass generates an electronic signature to help prevent any other person from accessing your accounts or transactions. Also, your customer number is never saved onto your computer.
At RaboDirect, our security approach is based on what is known as two-factor authentication. The two elements are:
Something you know: your customer number and PIN; and
Something you have: your Digipass. Your Digipass cannot be used without your PIN, making it worthless to somebody else should it be lost or stolen.
Therefore, even if someone gains access to your account details, they can't access the account without having BOTH your Digipass AND your PIN. This is safer than a standard user name and/or password login because if somebody else gains access to these, they can simply login without requiring an external device (i.e. a Digipass).
How does it relate to my customer number and PIN?
When you log into your accounts you need to know your individual customer number, have your Digipass to hand and know your PIN. So even if your Digipass were to fall into the wrong hands it's worthless without the PIN and your customer number.
Could someone withdraw money from my account?
No. Remember, they need all three elements to gain access to your account.
Do I need anything else?
You don't need any special software to use the RaboDirect online banking service and you can use your Digipass anywhere you want - that means you're not stuck to using just one computer. Coupled with the fact that it takes less than 10 seconds to use a Digipass, the whole system is simple and secure.
How often do Digipass numbers change?
The random numbers generated by the Digipass change every few seconds. This means that the number can only be used once, within the specified time limit. That means your number becomes useless to would-be hackers. This significantly reduces the security risk associated with other forms of online security such as permanent access codes.
Note - RaboDirect will NEVER send you an email requesting your personal access details. If you ever receive such an email please notify us immediately.
What kind of browser will I need?
Our website has been built for Internet Explorer version 5.5 (Service Pack 2) and higher. If you don't have this browser version, you can download it from http://windowsupdate.microsoft.com.
We also support Firefox Version 2.0 and above, running on either Windows or Mac. You can download this from http://www.mozilla.org.
How do I know I am logging in to a secure online banking area?
When you click on "Login to your account" on the RaboDirect site, the URL in the pop-up window should start with https://secure.rabodirect.com.au.
The internet browser that you use, eg. Internet Explorer, Firefox, Safari, Opera etc, will display a padlock icon on the screen to indicate that you are in secure session. The position of the padlock on your screen will vary depending on your browser. This padlock identifies that a Secure Sockets Layer (SSL) is in place, designed to provide secure communications over the Internet.
To verify the authenticity of the SSL, double click the padlock icon to view the certificate information. This should state that the certificate has been issued to secure.raboplus.com.au.
What online security threats should I know about?
Security threats, 'phishing', 'fake emails', fake websites and fraudulent pop-up windows
More
What other security precautions can I take?
Here are some security precautions anyone can adopt to increase their own levels of online security.
More
How do I use my Digipass?
Once your Digipass is set up, on the RaboDirect website click the Login button and follow the on-screen instructions.
Remember: always use your personalised five-digit PIN. (Your initial five-digit PIN is only ever used to set up your Digipass.)
What is an electronic signature?
Some RaboDirect transactions and orders require an eight-digit electronic code called a 'digital signature' - this is a random code that is generated by your Digipass. This is an added level of security to protect your money.
How do I create an electronic signature with my Digipass?
Simply follow the instructions on your computer screen - they will explain how to generate the eight-digit electronic code using your Digipass.
What if I receive a Digipass error message?
Message:
What to do:
- PIN FAIL 4 You have one more attempt to enter the correct PIN.
- LOCK PIN [-------] Your Digipass has been blocked*
- PIN CONF FAIL Your PIN has been entered incorrectly. Try again.
- BATT1 The battery is almost empty*
- LOCK DISABLE 2 The battery is empty*
- -00000000- This may display if your Digipass is dropped or if you attempt to replace the battery*
- Please contact our customer experience centre by calling 1800 445 445 or by filling out our contact form
What do I do if my Digipass gets blocked or lost?
We have a secure way of handling this. Print off the form "Unblock/Replace my Digipass" from the RaboDirect website. Fill in the details as required and post it to us at the address below. We will deal with it quickly to ensure you get back online, should you experience any difficulties with this then please contact the Customer Experience Team on 1800 445 445.
RaboDirect,
Reply Paid 4715,
Sydney,
NSW 2001.
How do I fix problems with my Digipass?
Contact our customer experience centre on 1800 445 445. Or send us an email: info@rabodirect.com.au.
More about your Digipass ...
Your Digipass is your key to RaboDirect. You use it to access your RaboDirect account(s) and authorise your transactions.
The Digipass is the hardware that randomly generates the access codes you need to use your personal account. The Digipass itself has a five-digit PIN to access it which you replace with your own personalised five-digit PIN.
You will receive detailed user instructions when you receive your Digipass. These explain everything you need to know in step-by-step detail.
