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Security and online banking

Staying safe online

Here are some easy and sensible precautions you should take to stay safe online


Protect yourself from identity theft by shredding unwanted bank statements, utility bills, etc. Don't just leave them in your household rubbish bin as criminals can use them to try to steal your identity.


Keep your bank details secure and don't share them with others. Keep your Digipass in a safe place and do not write your PIN code on the back of your Digipass. If you lose your Digipass or cannot remember your 5-digit PIN code please contact us immediately.


RaboDirect will NEVER send you an email requesting your personal access details. If you ever receive such an email please notify us immediately.

The Digipass

The Digipass is a small hand-held device that randomly generates an access code that you use to access your RaboDirect account(s) and validate your transactions.

Learn more

'Phishing' or fake emails

Criminals work in various ways to steal your identity. Phishing, pronounced 'fishing', is the term coined by hackers who imitate legitimate companies in emails to entice people to share passwords or credit card numbers.

An email is broadcast from a fake server address, pretending to be a real company or financial institution, containing an invitation to verify or to enter username or password. The fake website looks like the real one from the financial institution.

This leads to identity theft: criminals adopt the identity of the holder of the online bank account or credit card and with that they can make payments in name of the genuine holder.

The Digipass system used by RaboDirect makes phishing virtually impossible. Phishing attacks can be successful if your bank relies on just passwords and PIN's that never change. 

If a fraudster gains access to your username and password detail they can access your online bank account.

The Digipass helps to prevent this because of the two-factor authentication principles. The fraudster would need to know your Customer Number and Digipass PIN code and have your Digipass to be successful with a phishing attempt. 

The Digipass is also required to authenticate transactions giving you a double layer of security.

Find out more about phishing or fake emails in the security FAQ's below.

Security FAQs

Could someone withdraw money from my account?

No. Remember, they need all three elements to gain access to your account.

How do I identify a phishing email or fake website?

Fake emails and websites can look very realistic but there are a few tell-tales signs to look out for:
  • Requests for confidential information. We will never ask you to provide your customer number, account number or PIN code via email. 
  • An unusual website URL - Look out for a “padlock” icon next to the URL to ensure you are in an encrypted secure session. If you receive a message along the lines of 'Error! Hyperlink reference not valid.’ this usually means something’s not right. 
  • Grammar and spelling errors - These can be deliberate (to get around spam filters) but are usually unintentional errors made by the fraudsters. 
  • Suspicious logos and links - If you hover your mouse over links in the email, they may not point to your bank's website but to some other third party website you don’t recognise.
  • The email doesn’t address you by name - We won’t send you emails starting with ‘Dear customer’. 
  • The tone of the email is urgent and encourages you to take immediate action e.g. verifying your online banking details. 

If you receive any emails that appear to be from RaboDirect but seem suspicious, please feel free to call us on 0800 22 44 33 or email It’s better to be safe than sorry.

What do I do if I lose my Digipass or it gets stolen?


Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) so we can block the Digipass and send a replacement. 

If you can’t call or it’s outside our business hours, you can print and sign our Digipass Request Form then scan and email, fax or post it back to us.

What other security precautions can I take?


Here are some security precautions anyone can adopt to increase their own levels of online security.

1. Protect your Digipass and PIN number

  • Never divulge your account number or Digipass PIN code to anyone.
  • Memorise your account number and Digipass PIN code. If you need to write them down, store them in a location separate from your Digipass or account numbers.
  • Always keep your Digipass separate from your account number and your Digipass PIN code.
  • Do not write your customer number or Digipass PIN code on a Post-It note and stick it to your computer.
  • Notify us immediately if your Digipass is lost or stolen and we will issue you with a replacement Digipass and PIN code.  
  • We usually don't ask for you to return the Digipass. Please notify us immediately of any request to return your Digipass or send it to another address.

2. Use RaboDirect Secure E-mail

Never send sensitive financial information to RaboDirect through regular e-mail. RaboDirect customers have access to secure-mail within our secure transaction site. You should use this e-mail function to communicate with our Customer Contact Centre if you want to include information pertaining to your account statements or account details.    

RaboDirect will NEVER send you an email requesting your personal access details. If you ever receive such an email please notify us immediately.

3. Use updated Anti-Virus Software

We strongly recommend that you protect your computer from viruses by installing and regularly updating firewall and anti-virus software. 

4. Activate a Pop-Up Window Blocker

Blockers are often part of anti-virus and firewall Internet security packages. When you have installed your pop-up blocker you may want to adjust the setting to allow pop-up windows in websites that you trust and need to access.

5. Scan your computer for Spyware regularly

You can eliminate potentially risky pop-up windows by removing any spyware or adware installed on your computer. Spyware and adware are programs that look in on your web viewing activity and potentially relay information to a disreputable source. Perform an Internet search for "spyware" or "adware" to find free spyware removal programs. 

As with a pop-up blocker, you will want to be sure that your removal program is not blocking, or removing, wanted items, and if it is, consider turning it off for some websites.

6. Avoid downloading programs from unknown sources

Downloads may contain hidden programs that can compromise your computer's security. Likewise, e-mail attachments from unknown senders may contain harmful viruses.

7. How to contact us if you have any questions or concerns

At RaboDirect, we maintain the highest security standards and ensure your money is protected at all times. However, if you have any misgivings or require advice on secure online banking, please contact our staff in our Customer Contact Centre by or phone 0800 22 44 33.

What should I do if I receive a phishing email?

  • First of all, don't panic.

  • Do not respond to the mail. This is important because the fraudster will then know that your email address is real working one.

  • Do not click on any links in the email. You could unwittingly download spyware programs to your computer by doing so.

  • Contact your bank. They will probably already be aware of the email by the time you contact them.

What if I suspect that my internet banking has been compromised?


Call us on 0800 22 44 33 (+64 4 8192870) between 8am-6pm, Monday to Friday. You can also email outside of business hours.


Technical requirements

If you are browsing our website and using internet banking, you may have some questions regarding our technical requirements. Below is a list of specifications for the most effective use of our sites. There are no specific requirements for your PC, however we recommend your display settings to be at least 1024 x 768 pixels and use a minimum of 24bits colour depth.

Microsoft Windows OS

When you use a Windows operating system (Windows XP, or higher) on your PC, you can use the following browsers:

  • Internet Explorer 8 or higher
  • Mozilla Firefox 3.x or higher
  • Google Chrome 14.x or higher
  • Opera 7.2.3 or higher

Apple Mac OS

When you use a Mac operating system (Mac OS 8.1, or higher), you can use the following browsers:

  • Safari 5.x or higher
  • Mozilla Firefox 3.x or higher
  • Google Chrome 14.x or higher
  • Opera 7.2.3 or higher

Other browsers / platforms might work but have not been tested.

How do I upgrade my browser?

We recommend that you download the latest version of your browser, you can download them for free.

Technical requirement FAQs

Do I need Adobe Reader® installed?

To print PDF documents, you'll need to have Adobe Reader installed on your computer. If you don't have Adobe Reader installed, you can download it for free.

Company network

Please be aware that your employer might have blocked (partial) access to external websites (such as to prevent you from doing personal banking on company time. It might even be that some colleagues are granted access while others are not. If you experience problems while connecting from a company network please consult your local network administrator.

Do I need Flash installed?


To experience some parts of our website and internet banking you may need Adobe Flash Player installed as a plugin on your browser. Many browsers come with Flash Player pre-installed. Find out more about Adobe Flash Player.

Do I need JavaScript enabled?


To best experience our website and internet banking, you need to have JavaScript enabled. You can enable it using your browser's internet options; refer to your browser's help content. 

Firewall, Pop-up Blocker & Anti-Virus Software

We recommended you install a personal firewall and anti-virus software on your computer. Update the software's virus definitions frequently.

Installed software on your PC other than your browser, such as a personal firewall, pop-up blocker or anti-virus scanner, may interfere with the performance of

Why do I need session cookies?

You must set your browser to accept cookies in order to be able to perform transactions with RaboDirect. Session cookies only stay on your computer for the duration of your session.