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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

Can I get more than one Digipass?

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No, you can only have 1 Digipass for each account you hold with us. If you have multiple accounts, e.g. personal and joint you will get multiple Digipasses, but you will only ever get one Digipass for each account.

Can I install the app on more than one phone or tablet?

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Yes, you can download and register the RaboDirect Mobile Banking App on up to six devices per account. 

Can I make an international payment transfer in or out of my RaboDirect account?

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RaboDirect does not support international transfers in or out of our accounts.

Can I request another activation or unlock code if my email or mobile number is out of date?

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If your contact details are out of date please call us on 1800 445 445 so that we can update these details for you and arrange for a new code to be sent.

Do I need to give direct debit authority?

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No, however giving us a direct debit authority on your Linked Account means you can move money into your RaboDirect account from your Linked account by giving us a 'Transfer In' instruction using RaboDirect secure site. If you do not provide a direct debit authority, you will only be able to transfer funds into your RaboDirect account using your external account(s).

Do I still need my Digipass for online banking?

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Yes, the PIN you create in the mobile app is for that mobile device only; you'll still need to use your Digipass when logging in to RaboDirect's online banking site as you normally would.

Do the transfer limits apply to deposits into RaboDirect via direct debit?

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Yes, a limit of $5 million applies for inward transfers to your RaboDirect accounts via direct debit. In the event that you may need to transfer more than the daily transfer limit to your external linked account, you can call us on 1800 445 445 between 8am and 7pm Monday to Friday AEST

Are my funds covered by the Australian Government Guarantee/ Financial Claims Scheme?

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Funds deposited are covered by the Australian Government Guarantee/Financial Claims Scheme up to the value of $250,000 per customer under the terms of that scheme. For more information, please refer to the Australian Financial Claims website  

How is the Australian Government Guarantee/Financial Claims Scheme applied when you hold multiple accounts?

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The Financial Claims Scheme is applied on an aggregated basis across all eligible deposit accounts held by an accountholder with the same Authorised Deposit-taking Institutions (ADIs) . For example, if an account holder has three deposit accounts with the same ADI (i.e. RaboDirect and RaboBank) each containing $100,000, they will have a total amount of $300,000. However, the Scheme protects the total amount of deposits up to $250,000 per account holder per ADI.

Therefore, in this example there will be a remaining $50,000 that is not protected under the Scheme, and this will need to be claimed through the subsequent liquidation process. Note that any account holder with balances above the Scheme’s limit will receive priority over the majority of creditors in the liquidation claims process.

What is the ‘Australian Government Guarantee/ Financial Claims Scheme?

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The Australian Government has guaranteed deposits up to $250,000 in Authorised Deposit-taking Institutions (ADIs) such as your bank, building society or credit union. This means that this money is guaranteed if the ADI becomes unable to pay its debts when due. The cap applies per person and per ADI. For more information visit the Financial Claims Scheme website

What treatment is applied under the Australian Government Guarantee/ Financial Claims Scheme to joint accounts?

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In the case of joint accounts, where individual accountholders can be identified, each account holder’s equal share of the joint account will be added to other protected deposits held in their name, and the Scheme limit will be applied to the aggregated amount for each account-holder. Each account holder is entitled to an individual guarantee up to the Scheme limit of $250,000.

How can I change my direct debit authority status?

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To provide a direct debit authority, login to your account. Under the 'My details' section, click on Linked account and check the box next to Direct Debit authority. You will need to authorise this change using your Digipass.

How can I uninstall the app from my phone or tablet?

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You can manage your access to mobile banking on your device as well as through online banking.

To remove the app from your Apple device, press and hold the app icon until your apps begin to jiggle and "x's" appear in the corner of the app icon. Tap the icon to delete it from your phone. Watch our How to video.

To remove the app from your Android device, visit your device's Settings menu > Apps or Application manager (this may differ depending on your device)

  1. Touch the app you'd like to uninstall.
  2. Select Uninstall.

To remove your device's access online, log in to online banking and click My details and Mobile banking from the sub menu. This page will show you a list of devices you have installed the RaboDirect mobile banking to, you can manage the device access by choosing "forget this device" from the Actions menu.

How do I change my address and contact details?

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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 do I change my Linked account?

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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 close my RaboDirect account?

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To close your Rabodirect account you will need to fill in the 'Close of Account' form and post to:

RaboDirect
GPO Box 4715
Sydney NSW 2001

or fax to: 1800 121 615

or scan and email to info@rabodirect.com.au

How do I know that my transfer has been successful?

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To see your transaction history, select 'Transaction history' from the 'High Interest Savings' section of your RaboDirect account. Transfers that have not yet occurred can be found in 'Pending transfers'.

How do I make a claim for a deceased account?

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Death Claim - Business Account

To make a claim in respect of the deceased's account(s) , please issue your request in writing to our Sydney Office and include the following documents:

  • Certified copy of the deceased's Death Certificate
  • Certified copy of the deceased's last Will and Testament
  • Certified copy of the Probate or Letters of Administration
  • Settlement Instructions signed by the executors (including instructions on any Term Deposits if held).
  • Certified copy of executor's or executrix's photographic identification
  • If relevant to your claim, a certified copies of company extracts or other documents evidencing ownership of the company
  • If the account is to be closed, a copy of a bank statement of the account you wish to transfer the funds of the estate to

If the request is to keep the account open, but with new details, please include this in the settlement instructions.

Please post these documents to: RaboDirect, GPO Box 4715, SYDNEY NSW 2001

Once we review your documents, we will be in contact should we require any further information.

If you have any questions, please feel free to call one of our friendly Sydney-based team on 1800 445 445, 8am-7pm AEST, Monday to Friday, and we'll be more than happy to assist.

Death Claim - DIY Super /Trust

To make a claim in respect of the deceased's account(s) , please issue your request in writing to our Sydney Office and include the following documents:

  • Certified copy of the deceased's Death Certificate
  • Certified copy of the deceased's last Will and Testament
  • Certified copy of the Probate or Letters of Administration
  • Certified copy of the full Trust Deed
  • Settlement instructions signed by the executors or the surviving trustees (including instructions on any Term Deposits if held)
  • Certified copy of executor's or executrix's photographic identification
  • If the account is to be closed, a copy of a bank statement of the account you wish to transfer the funds of the estate to

If the request is to keep the account open, but with new details, please include this in the settlement instructions.

Please post these documents to: RaboDirect, GPO Box 4715, SYDNEY NSW 2001

Once we review your documents, we will be in contact should we require any further information.

If you have any questions, please feel free to call one of our friendly Sydney-based team on 1800 445 445, 8am-7pm AEST, Monday to Friday, and we'll be more than happy to assist.

Death Claim - Individual/Joint Account

To make a claim in respect of the deceased's account(s) , please issue your request in writing to our Sydney Office and include the following documents:

  • Certified copy of the deceased's Death Certificate
  • Certified copy of the deceased's last Will and Testament
  • Certified copy of the Probate or Letters of Administration
  • Settlement instructions signed by the executors (including instructions on any Term Deposits if held)
  • Certified copy of executor's or executrix's photographic identification
  • A copy of a bank statement of the account you wish to transfer the funds of the estate to

Please note that funds will be transferred electronically and we are unable to issue cheques.

If this is a joint account, and the request is for this account to stay open solely under the remaining account holder, simply provide the following documents only:

  • Written instructions advising us to change this account to one name only, signed by the remaining account holder
  • Certified copy of the deceased's Death Certificate

Please post these documents to: RaboDirect, GPO Box 4715, SYDNEY NSW 2001

Once we review your documents, we will be in contact should we require any further information.

If you have any questions, please feel free to call one of our friendly Sydney-based team on 1800 445 445, 8am-7pm AEST, Monday to Friday, and we'll be more than happy to assist.

How do I register my account on the Mobile Banking App?

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To register for mobile banking, you'll need your Digipass and customer number. The steps you take to register are the same as logging in to online banking. After downloading the app:

  1. Choose "Register for mobile banking" from the main menu
  2. Read and acknowledge your agreement with the Terms and Conditions.
  3. Enter your RaboDirect customer number in the first field
  4. Use your Digipass to generate an authorisation code (just like logging in) and enter it in the next field.
  5. Steps to generate your Digipass code are:
    • Press the orange key to start your Digipass.
    • Enter your 5 digit Digipass PIN.
    • Your Digipass will display 'APPLI'.
    • Press 1 to generate your 6 - 8 digit code, enter this code in the box and tap 'Continue'
  6. Choose and confirm a five digit PIN to use for mobile banking. When you choose your PIN, just make sure it's not 5 consecutive or repeating numbers.
  7. This process builds the Digipass in to your app. So after you've registered, you won't need to use your Digipass with the mobile app.

How do I transfer funds into my RaboDirect account?

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You can transfer funds into your High Interest Savings Account (HISA) using the 'Transfer in' feature if you have allowed direct debit authority on your linked account. You can also transfer funds into any of your RaboDirect HISA or PremiumSaver accounts via electronic funds transfer (EFT) from most Australian accounts using your RaboDirect BSB and Account number.

How do I transfer money out of my RaboDirect account?

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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 or a PremiumSaver Account.

How do I unlock my Digipass?

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If you have locked your Digipass, visit RaboDirect.com.au/unlock and complete three simple steps to reactivate your Digipass. 

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 unlock code via the preferred channel and will be delivered to you within 10 minutes. 

The second step is to reset your personal Digipass PIN. 

To do this you will need to:
  1. Press the orange key to start your Digipass 
  2. Enter the unlock code received via email/SMS
  3. Enter your own and unique PIN, then enter this into your Digipass twice
Your Digipass PIN has now been unlocked and you can complete step three of the unlocking process. Simply follow the onscreen instructions.

How many accounts can I manage on the app at one time?

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You can register one account on the RaboDirect app per device. So if you have more than one account with RaboDirect (e.g.: Personal and Business account), you can either install each account on a different device, or use the "I forgot my PIN" option on the login screen to change your customer number to the account you'd like to manage.

How to change the image shown with your accounts

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From the edit menu on the account overview screen, choose Customise.

How to change the layout of your accounts

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Your account overview screen can be configured to view in "List view" (this is the default) or "Grid view" to change between these layouts, choose the edit  menu on the account overview screen.

How to change the order of your accounts

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If you'd like to see your accounts in a certain order, you can update the list by choosing "Customise" from the edit menu on the account overview screen.

Once you see the list of accounts press and hold the grip icon RaboDirect mobile banking app grip icon  on the right of each account and drag the accounts to the order you'd like to use.

How to change your Digipass PIN?

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  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 to change your mobile banking PIN

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You can change your mobile banking PIN at any time by choosing "Change my PIN" from the app's main menu once you're logged in.

How to log in and out of the app

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Once you've registered for mobile banking, use your five-digit Mobile Banking PIN to log in and manage your savings wherever you are.

If you're having trouble entering or remembering your PIN, you have five attempts before your access is blocked.

Logging out happens automatically when:

  • You leave the app (by pressing the home button or switching to another app).
  • Your phone goes to sleep mode
  • You lock your phone screen
  • No interactions have been made after 3 minutes.
  • If you accept a phone call while using the app

How to reset blocked access to mobile banking

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If you've entered your PIN incorrectly five times and blocked your access to mobile banking, you can register again using your Digipass and customer number. To do this, use the "I forgot my PIN" option on the login screen and follow the steps to register (just like you did the first time).

How to reset your Mobile Banking PIN

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If you've forgotten your mobile banking PIN, you can reset your registration from the app log in screen by tapping "I forgot my PIN".
You'll be prompted to reset your registration using your customer number and Digipass (just like when you first registered for mobile banking).

How to use your Digipass?

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Once your Digipass is set up, simply select ‘online banking’ (from the website) and follow the instructions on the computer screen. 

Remember: Always use your personalised five-digit PIN code. (Your initial five-digit PIN code is only ever used to set up your Digipass).

I have lost my Digipass, how do I get a new one?

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To order a new Digipass, complete the Digipass replacement form and post to:

RaboDirect
GPO Box 4715
Sydney NSW 2001
or fax to 1800 121 615

or scan and email to info@rabodirect.com.au

Instead of increasing my transfer limit, can you do the transfer for me?

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As we are an online bank, we do not offer manual transfers. We can increase your daily transfer limit (subject to approval), but you will need to have access to your account online with your digipass in order to complete the transfer.

Is giving RaboDirect a direct debit authority safe?

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Yes, RaboDirect will only debit funds from your Linked account that have been requested by you.

Is the app secure?

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RaboDirect take online banking security seriously, our mobile banking app is no exception.

To keep mobile banking convenient, the steps you take when you register for mobile banking creates a "built-in" version of your Digipass. It is unique to each device you register with so the two factor security layer you're used to having around your savings is always with you. All of your mobile banking sessions and transactions are validated and authorised using the Digipass software together with your mobile banking PIN.

I've forgotten my PIN, how do I reset it?

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If you've forgotten your mobile banking PIN, you can reset your registration from the app log in screen by tapping "I forgot my PIN".

You'll be prompted to reset your registration using your customer number and Digipass (just like when you first registered for mobile banking).

Authorising transactions

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All transfers and Term Deposit updates are authorised using your five-digit mobile banking PIN. You're prompted to do this at the time of making your transaction.

Mobile safety tips

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You can also take steps to ensure the security of your smartphone or tablet by following these simple tips:

  • Never share your mobile banking PIN with anyone
  • Don't record your mobile banking PIN in a place that is easily accessible to others (including in your phone's contact list!)
  • Choose PINs that are difficult for people to guess. Avoid consecutive and repeating numbers or numbers that are associated with you, like your date of birth or well known "lucky numbers".
  • Set your screen to auto-lock
  • Add a password or PIN to unlock your screen
  • More tips on how to enjoy mobile banking safely

My Digipass is displaying an error message, what does it mean?

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If your Digipass is displaying ‘PIN FAIL’ followed by 1, 2, 3 or 4 please enter your correct PIN to continue using your Digipass. 

If your Digipass is displaying ‘LOCK PIN’ followed by characters or numbers, please refer to the “How do I unlock my Digipass?” FAQ question.

My Digipass isn't working, what should I do?

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If your Digipass has stopped working, don't try and replace the batteries, that will really kill it. Instead, complete the Digipass replacement form or call us on 1800 445 445 between 8am and 7pm (Sydney time) Monday to Friday to have a replacement Digipass sent to you.

What are RaboDirect's daily Internet Banking transfer limits?

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Customers

Transfers IN from external linked account

Transfers OUT to external linked account

Transfers between RaboDirect Accounts

Personal (Single, Joint, On behalf Of, Businesses, Trusts, DIY Super)

$5m

$100k

Unlimited

Customers

Transfers OUT to payees

Transfers between RaboDirect Accounts in the same name

Online SMSF

$100k

Unlimited

What if I lose my phone or tablet?

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Your mobile banking access can be blocked from online banking by logging in to online banking and clicking My details > Mobile banking. This page gives you a list of devices you have installed and registered for mobile banking on.

To block access to the app; choose "forget this device" from the Actions menu next to the device you'd like to block.

You can always call us between 8am and 7pm Monday to Friday (Sydney time) on 1800 445 445 and our call centre staff will happily assist you.

What if I need to get out more money than the daily transfer limit allows?

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In the event that you may need to transfer more than the daily transfer limit to your external linked account, you can call us on 1800 445 445 between the hours of 8am to 7pm Monday to Friday AEST and after a quick approval process, we'll set a temporary limit increase valid till midnight the same day.

What is a digipass?

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Your Digipass is the security token to access your RaboDirect account and authorise your transactions.

The Digipass randomly generates single-use security access codes for transaction authorisations.

Your Welcome Pack includes detailed instructions on how to use it so please keep these as a reference guide you can refer back to.

What is a direct debit authority?

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A direct debit authority allows your RaboDirect account to withdraw the funds you requested directly from your Linked account.

What is my Telephone PIN and how do I change my Telephone PIN?

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You would have nominated a Telephone PIN when you originally completed the online application form. This is designed for you to identify yourself if you call through to our Customer Experience Centre and speak to an agent. If you cannot remember your Telephone PIN, the agent can identify you using other information.

To set or reset your Telephone PIN, visit the 'My details' section of your online account, select 'Telephone PIN'. Your PIN needs to be a 4-digit number that is not repeating, consecutive or the same as your date of birth.

What is withholding tax?

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Where customers do not provide their Tax File Number (TFN) to RaboDirect. RaboDirect are obliged by law to withhold an amount from any interest paid or credited to the investor to satisfy the investor's expected tax liability. Currently, the withholding tax rate is 49% for all customers who do not provide their Tax File Number (TFN).

When is withholding tax deducted?

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Withholding tax is deducted from your monthly interest payments made at the end of every month.

When will I receive my Digipass and welcome pack?

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Your Digipass, along with instructions on how to use it, are included in your welcome pack which will be mailed out the next business day after your account is open.

It may take up to 5 business days for your welcome pack to land in your mailbox.

You can receive your Digipass PIN either via SMS or Email using the following URL: https://www.rabodirect.com.au/activate.

Where can I download the app?

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The RaboDirect app is available on the iTunes store and Google play

Where can I find a statement for my savings account?

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To download a statement for your savings account, log in to your RaboDirect account, click on your chosen account under 'Account balances' on the home page and choose 'View statements' from the 'My quick links' menu on the right hand side of the page.

Where can I find Interest Earnings information about my savings accounts and Term Deposits?

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All your earnings are summarised in the Portfolio growth section on the home page of your account.

Where can I find my annual investor statement?

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All your annual investor statements can be found in My quick links, then choose 'Tax and Reports'.

Where can I find the available balance on my account?

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All your account balances are displayed under 'Account balances' when you log in to your RaboDirect account.

Where can I see the current interest rate available on my account?

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All the interest rates applicable on each account are displayed on the home page when you log in to your RaboDirect account.

Click on 'View rates' under 'Savings accounts' for more detail.

Why do I need to provide Tax details?

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It is not compulsory to quote your TFN, however if you do not provide your Tax details, RaboDirect are obliged to withhold tax at the maximum rate on any interest paid or credited.

Why have I not received my Digipass activation or unlock code?

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If you have requested a Digipass activation or unlock code and the email or SMS message has not arrived within ten minutes, please call us on 1800 445 445, so we can identify the issue and resend the message for you.

Why is the interest rate for my new Term Deposit different than what I set up?

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The interest rate quoted for Term Deposits is honoured for 10 working days from the date of your application.

 

After that time, your Term Deposit will be set up at the current advertised interest rate for your chosen term.

 

To ensure you get the interest rate you applied for, your RaboDirect High Interest Savings Account must receive cleared funds from your Linked account within 10 days of your application for us to set up your Term Deposit as requested.

 

Your Term Deposit will not be set up if the interest rate after 10 days is lower than the interest rate at the time you applied for your Term Deposit.

 

Please note that it can take up to 2 working days for electronic fund transfers to reach your RaboDirect account from your Linked account.

Will I still need my Digipass?

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Yes, don’t throw the Digipass away just yet. You will need it to set up the Mobile Banking App and it’s always handy to keep for a back up. For example, if you need to access online banking via your desktop.

Will withholding tax apply to the distributions?

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Where you have not provided RaboDirect with a valid TFN, ABN or exemption code, the distributions on your units may be subject to withholding tax. RaboDirect may be required to deduct withholding tax at the maximum marginal tax rate plus the Medicare levy from payments of those distributions it makes to you. The amount withheld will be displayed in your annual statement credited against your assessment, and if you are entitled to a refund, you will need to seek this from the Australian Tax Office (ATO).