skip to content
Just a heads up, the RaboDirect call centre will be closed on 28 January for the Australia Day public holiday, so we won't be able to process transactions made on that day. We’ll be back on Tuesday 29 January from 8am AEDT.
RaboDirect
 

Help & Support

Looking for answers? Click on categories below to get an instant answer or call us Monday-Friday 8am-7pm on 1800 445 445 to talk to our Customer Service Centre team

Send Us Message

The most commonly asked questions

How do I link my account?

Share
  1. To link your account, transfer money from the same account you specified in your online application form into your RaboDirect account.
  2. When you make the transfer to your RaboDirect account, please type 'Verify account' in the reference field of this transaction and your account will be linked.
  3. Please keep in mind that it can take up to 2 working days for this amount to reach your RaboDirect account.

How do I change my Linked account?

Share

Login to your RaboDirect account and follow the steps below:

 

  1. Select 'My details’ then ‘Linked accounts' heading.

  2. Follow the prompts on screen to provide the details of your new Linked account (including BSB and account number).

  3. Please make sure your RaboDirect and Linked account are in the same name.

  4. Authorise the new Linked account using your Digipass as instructed

  5. Any scheduled direct debits or direct credits including Regular Savings will be cancelled. You will need to set these up once you have verified your account details

  6. Now transfer money from your new Linked account into your RaboDirect account. Please type 'Verify account' in the reference field of this transaction. Please keep in mind that it can take up to 2 working days from when your payment is cleared for this request to be completed.

 

Please call us on 1800 445 445, from 8am to 7pm (Sydney time) Monday to Friday if you require further assistance.

How do I change my address and contact details?

Share

All your details can be found under the 'My details' section of your online account.

To view or change your contact or address details, select 'Address details' or 'Contact details' and enter your new details in the appropriate fields and authorise the changes using your digipass.

How to set up your Digipass for the first time

Share

Visit RaboDirect.com.au/activate and complete three simple steps to activate your Digipass for the first time.  

The first step is to get an activation code. 

You will need to enter your customer number, date of birth and then select how you would like to receive your secure code (either via email or SMS). 

Clicking ‘Send PIN’ will send the activation code via the preferred channel and will be delivered to you within 10 minutes. 

The second step is to set your personal Digipass PIN. 

To do this you will need to:

  1. Press the orange button on your Digipass
  2. Enter the 5 digit activation code that RaboDirect sent you either via email or SMS
  3. Enter your own new and unique 5 digit PIN
  4. Re-enter your new 5 digit PIN to confirm
  5. Your Digipass will now be active with your new PIN

How to change your Digipass PIN?

Share
  1. Press the orange button on your Digipass
  2. Enter your existing 5 digit PIN
  3. When the Digipass displays APPLI, Press and hold the orange button for approximately 2 seconds
  4. Screen will display NEW PIN -----
  5. Enter your new 5 digit PIN
  6. Re-enter your new 5 digit PIN to confirm your Digipass will now be active with your new PIN.

How do I transfer money out of my RaboDirect account?

Share

To transfer funds from your RaboDirect account into your linked account, log in to your RaboDirect account; go to My quick links and select 'Transfer out'. You can only transfer money to your Linked account from a HISA account.

How do I get a certified copy?

Share

Just make a copy of the original document, and then take the original and the copy along with your original Drivers License, original Birth Certificate or original Passport to one of the following authorised parties in Australia: 

  • A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described); 
  • A judge of a court; 
  • A magistrate; 
  • A chief executive officer of a Commonwealth court;
  • A registrar or deputy registrar of a court; 
  • A Justice of the Peace; 
  • A notary public (for the purposes of the Statutory Declaration Regulations 1993); 
  • A Police Officer; 
  • An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public; 
  • A permanent employee of the Australian Postal Corporation with 2 or more years of continuous service who is employed in an office supplying postal services to the public; 
  • An Australian consular officer or an Australian diplomatic officer (within the meaning of the Consular Fees Act 1955); 
  • An officer with, or authorised representative of, a holder of an Australian financial services licence, having 2 or more continuous years of service with one or more licensees; 
  • A member of the Institute of Chartered Accountants in Australia, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership; 
  • A Commissioner for Declarations; 
  • A Commissioner for Affidavits

Document certifiers must not be related to the applicant (e.g. their parent, child, brother, sister, aunt, uncle or cousin, spouse or partner of the customer) or the application (e.g. Director of the business, employee, trustee). The document certifier also cannot be a person who lives at the same address as the customer.

To certify the copy of the document, they will need to:

  • Provide a written statement 'I hereby certify this document is a true copy of the original document shown to me on [date]'.
  • Write their name, Authorisation title (e.g. Justice of the Peace) and sign the photocopy of the document.

All documents need to be certified in the last 6 months.