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RaboDirect
 

The Digipass

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

The Digipass

The Digipass itself has a five-digit PIN code to access it which you replace with your own personalised five-digit PIN code when you first receive it. Your customer number is never saved onto your computer. The codes are used to identify you as a user, log you on to your accounts and verify transactions, giving you peace of mind knowing that your financial information is always protected.

You will receive detailed user instructions when you receive your Digipass, explaining everything you need to know in step-by-step detail.

Two layered security

Our security approach is based on what is known as two-factor authentication.

The two elements are:

  1. Something you know: your Customer Number and PIN code, and
  2. Something you have: your Digipass.

Your Digipass cannot be used without your PIN code, 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 code. This is safer than a standard user name and/or password log in because if somebody else gains access to these, they can simply log in without requiring an external device (such as a Digipass).

Frequently Asked Questions

Can I change my personalised five-digit PIN code?

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Yes. You can change your PIN code at any time.
  1. Press the orange key on your Digipass. 
  2. Enter your existing five digit PIN code. 
  3. Press the orange key again until 'NEW PIN' is displayed. 
  4. Enter your new five digit PIN code. 
  5. Enter the new PIN code again. 
  6. The Digipass will display 'NEW PIN CONF' and is ready to use.

How do I activate my Digipass?

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You can activate your Digipass in three simple steps.

1. Get an activation code.

Go to the Digipass activation page and enter your customer number, date of birth and how you want to receive your code (email or TXT).


2. Set up your personal PIN.

Press the orange key on your Digipass and enter the code we sent. You can then enter your own five digit PIN. Enter this twice to confirm it.

3. Activate your Digipass.

Follow the onscreen instructions to generate a Digipass code and complete the activation.

How often do Digipass numbers change?

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The random numbers generated by the Digipass change every time. This means that the number can only be used once, within a specified time limit. If someone manages to hack your computer, the number you last used to log in will be useless to them.

This makes the Digipass much safer than other forms of online security such as permanent passwords or access codes.

How safe are the Digipass activation/unlock codes?

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We have tried to make the online activation and unlock process as safe as possible. 

We only use the email address or mobile number we hold on file to send the code to you. To change your details you must call us and complete a security check or log in online with your Digipass. 

And even if your details are incorrect and someone else receives the code, they cannot access your account without your Digipass.

I need a new Digipass. What do I do?

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If you have lost your Digipass or the battery is low, we can replace it for you free of change *.

Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) and we will 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.

*Unless you are overseas, then a delivery fee may apply.

I’ve forgotten my PIN. How do I reset it

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You will need to lock the Digipass by entering an incorrect PIN five times. The Digipass will then display a code which you use to unlock the Digipass online.

We then send you a code via email or TXT which you use to unlock the Digipass and set up a new PIN.

1. Click here to get your unlock code.
2. Once you have received your email or TXT, press the orange key on your Digipass and enter the unlock code
3. The Digipass will display 'New PIN'. Enter the five digit PIN you want to use
4. Enter your PIN again to confirm it
5. The Digipass will display 'New PIN conf'
6. You can now log into your account as normal

My Digipass is displaying an error message. What does it mean?

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FAIL 1,2,3 or 4
The wrong PIN has been entered. Press the orange key to try again. You have five attempts before the Digipass locks.

LOCK PIN [-------]
Your Digipass has been locked. Visit rabodirect.co.nz/unlock and to unlock your Digipass and reset the PIN.

PIN CONF FAIL
Your PIN code has been entered incorrectly. Press the orange key to try again.

BATT1
The battery is almost empty. You can't replace the battery but we can send a new Digipass free of charge (unless you are overseas, then a delivery fee may apply).
Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) and we will 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.

LOCK DISABLE 2
The battery is flat. See the instructions above for ordering a new Digipass.

-00000000-
This Digipass may have been dropped or the battery replaced. We will need to send you a new one. See the instructions above.

What do I do if I get an error when trying to activate or unlock my Digipass?

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There are a few reasons you may be getting an error.

Please check that:
  • you are the primary account holder or authorised signatory
  • your customer number includes all eight digits
  • the format of your date of birth is DD/MM/YYYY, and 
  • you have selected to receive your code by either TXT or email.
If the error continues, please call us on 0800 22 44 33 (+64 4 819 2870).

What do I do if I need to make an urgent transfer but do not have access to my Digipass?

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We can transfer the funds for you but, as this is a manual process, it is reserved solely for emergencies. 

If you have an emergency and need an urgent manual transfer, call our friendly contact centre team on 0800 22 44 33 (+64 4 819 2870) so that we can identify you and arrange the transfer. 

You will need to speak with us by 3.30pm on a business day to make sure the transfer is processed that day.

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

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Your contact details may not be up to date. Try selecting the other option (TXT or email). There may be a delay in sending/receiving the code: it can take up to 30 minutes to arrive. Call us on 0800 22 44 33 (+64 4 819 2870) if the code still doesn't come through.