skip to content

Security FAQs

Frequently Asked Security Questions

Could someone withdraw money from my account?

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

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 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.

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 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.