How do I protect my accounts?

Jasmine Shillington Updated by Jasmine Shillington

You have a responsibility to protect your Visa card/s, internet and mobile banking accounts, devices and passwords / passcode from unauthorised transactions.

Password and passcode security

  • Below are your obligations regarding passwords and passcodes:
  • When setting your PIN, passwords and passcodes, do not select ones that are easily identifiable such as birth date, your name, etc.
  • Never write or save your passwords and passcodes on your Visa card, mobile phone, computers, etc even if disguised.
  • Never voluntarily share your passwords or passcodes with others.
  • Use care to prevent anyone seeing the passcode being entered on a device.
  • Never share one-time-passcodes (OTPs) with anyone, including us.
  • Set a passcode to access your device/s.
  • Always reject any request to provide or to confirm details of your PIN, password or passcode, including any requests from us.
  • Notify us immediately when you become aware of, or suspect that your passwords or passcodes have been compromised.

Protecting your Visa Card

  • Below are your obligations regarding your Visa Card:
  • Sign your Visa card as soon as you receive it.
  • When setting your PIN, do not select ones that are easily identifiable such as birth date.
  • Never lend your Visa card to someone and take care that people can’t see you enter your PIN.
  • Check your statements regularly for any unauthorised use.
  • Notify us immediately when you become aware of, or suspect that your Visa card has been lost, stolen or compromised.

General security tips

  • Install the latest software and security updates when available,
  • Lock your device when not in use and don’t leave it unattended,
  • Check your statements and transaction listing within internet or mobile banking regularly for any unauthorised use.
  • Use internet and mobile banking manage how your Visa card can be used such as limiting international online purchases or to lock your card if you lose it.
  • Notify us immediately when you become aware of, or suspect that your device is lost, stolen, or when your device passcode / internet banking password / mobile banking passcode has been compromised.
  • Only access internet banking service only using the official URL address Don’t click on links from Emails, SMS and other electronic messages.
  • When borrowing someone’s device, always clear your browsing history.

Note: These guidelines provide examples of security measures only and will not determine your liability for any losses resulting from unauthorised payments. Your liability for unauthorised transactions is determined in accordance with the ePayments Code (refer to section 6.10 – Unauthorised transactions)

If you fail to ensure the security of your Visa card, internet and mobile banking accounts, passwords / passcode and device or delay advising us they are compromised and this contributes to an unauthorised transaction, then you may be held responsible for those transactions.

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