Common security questions and answers
How can I protect the security of my card or authentication device?
- Sign your card immediately on receipt.
- Protect your card, NAB ID and authentication device from theft.
- Don’t give your card, NAB ID or authentication device to anyone.
- When making purchases, never lose sight of your card to reduce the chance of someone ‘skimming’ your details, i.e. using a device to copy the details from your card.
- When your card expires, destroy it (cut it in half vertically through the magnetic strip and any chip) or return it to a NAB branch.
How can I keep my codes (PIN, password and SMS code) secure?
- Don’t tell anyone your PIN or password (even your family or friends).
- If NAB gives you a PIN envelope, destroy it after memorising the PIN.
- If using SMS Security, don’t disclose your security word via email or online.
- Don’t record your PIN or password on your card, authentication device, or account statement.
- Don’t record your NAB Telephone Banking or NAB Internet Banking password with your NAB ID.
- Don’t record your PIN or password on anything you’re likely to keep with your card, authentication device, account statement, User ID or account number.
- When choosing a new PIN or password don’t choose one that could be easily associated with you, such as your birth date, name, telephone number, address, or a friend’s, relative’s or pet’s details. Use a password only you would know.
- Change your PIN and password regularly.
- Don’t choose a NAB Internet Banking password that’s the same as any of your existing passwords in case others know these passwords. Selecting a unique password reduces the chance of someone discovering all of your passwords.
- If you access your account using two or more codes, don’t record the codes together or on separate items that could be lost or stolen together.
How do I use electronic funds transfer (EFT) equipment more securely?
- Be ready to make your transaction when you approach an ATM or EFTPOS terminal.
- If anything about an ATM or other equipment appears unusual, do not use it; fraudsters have been known to use fake equipment to steal cards or capture PIN details.
- When entering your NAB ID, PIN or password, ensure no one can see your actions (be aware of the location of security cameras and mirrors that may allow others to observe you).
- Don't leave your cash, card or anything else behind after you complete your transaction. Take your receipt with you or place it in the secure bin provided at the ATM.
- Authorise your NAB Internet Banking payments with SMS Security – a free and easy to use service that provides an additional layer of protection.
- When using NAB Internet Banking:
- Lock your password before logging out, particularly where the computer environment is unknown or not within your control.
- Remember to log off when finished or if you walk away from your terminal.
How can I maximise the privacy of my information?
- NAB is committed to respecting your right to privacy and protecting your personal information. For more information, refer to the NAB Privacy Policy.
- Understand how the organisations you provide your banking details to protect the privacy of this information.
How do I reduce the risk of identity theft?
- Pause and think - be aware of email, Internet and telephone hoaxes and scams. If you are suspicious call us on 1300 651 656.
- Don't respond to any email or telephone call requesting personal information, even if the email or telephone call appears to have come from NAB. NAB will never ask you to disclose your details in this way.
- Ensure your computer has the latest security updates applied. Vendors regularly release these updates as 'patches'. You can usually download these for free from the vendor's website.
- Always use NAB Internet Banking in an environment you trust; be cautious when using computers in public places, such as Internet cafés, hotels and airport lounges.
- When accessing NAB Internet Banking, use the computer keyboard to enter www.nab.com.au. Don’t click on a link from an email.
How do I avoid hoaxes and scams?
- Secure your letterbox to help prevent mail being stolen. Thieves have been known to use personal details.
- Notify us immediately of any change to your address and contact details.
- Before their disposal, ensure documents containing personal information are destroyed properly or shredded.
Am I liable if there is an unauthorised electronic transaction from my account?
The EFT Code sets out in full the situations where you could be liable for unauthorised electronic transactions involving your card, password, authentication device, NAB ID or PIN. Your liability for such losses is determined by the EFT Code, rather than these guidelines. Refer to ASIC's consumer guide to the EFT Code at www.fido.asic.gov.au for more information.
When must you notify us?
As soon as you become aware or suspect that:
- Your PIN or any other codes or passwords you use with your account become known to someone else.
- Your card or authentication device has been misused, lost or stolen.
- There is an error or unauthorised access or transaction on your account.
Always check your transaction history or statement as soon as you receive it to ensure there are no errors or unauthorised transactions.
If any of the previous points occur, immediately change your password and notify us on:
- 1800 033 103 (Freecall 24 hours) - lost/stolen card, NAB ID, PIN or authentication device.
- 13 BANK (13 22 65) -To advise us of any changes to your address by selecting the option to speak with a Customer Service Representative.
- 1300 651 656 - NAB Internet Banking and NAB Telephone Banking password and unauthorised transactions.
More FAQs about online banking
- View FAQs about NAB Internet Banking security
- View FAQs about SMS Security
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