FAQs - Digipass

Your Digipass is the security token to access your Rabobank Online Savings account and authorise your transactions.

The Digipass randomly generates single-use security access codes for transaction authorisations.

Your Welcome Pack includes detailed instructions on how to use it so please keep these as a reference guide you can refer back to.

Once your Digipass is set up, simply select 'online banking' (from the website) and follow the instructions on the computer screen.

Remember: Always use your personalised five-digit PIN code. (Your initial five-digit PIN code is only ever used to set up your Digipass).

If you have locked your Digipass, log into the Rabobank Online Savings online banking then select 'Unlock Digipass' link on the log in page and complete three simple steps to reactivate your Digipass.

You will need to enter your customer number, Date of birth and then select how you would like to receive your secure code (either via email or SMS).

Clicking 'Send PIN' will send the unlock code via the preferred channel and will be delivered to you within 10 minutes.

The second step is to reset your personal Digipass PIN.

To do this you will need to:

1. Press the orange key to start your Digipass
2. Enter the unlock code received via email/SMS
3. Enter your own and unique PIN, then enter this into your Digipass twice

Your Digipass PIN has now been unlocked and you can complete step three of the unlocking process. Simply follow the onscreen instructions.

To order a new Digipass, you can call us on 1800 445 445 between 6am and 8pm (Sydney time) Monday to Friday;

You can also complete the Digipass replacement form, scan and email to clientservicesAU@Rabobank.com

Or you can also post to:

Rabobank Online Savings
GPO Box 4715
Sydney NSW 2001

or fax to 1800 121 615

You can have 1 Digipass for each entity (account type) you hold with us e.g. Personal and SMSF. For Joint Accounts, you can have one Digipass for each of the two account holders.

Visit the Rabobank Digipass activation page and complete three simple steps to activate your Digipass for the first time. You can also watch this helpful, step by step video:

1. Getting your Activation Code

• Select 'Activate your new Digipass' (Located at the bottom of our Login page)
• Enter your customer number, date of birth and how you would like to receive your secure code (either via email or SMS).
• Clicking 'Send secure code' will send the activation code via the preferred channel and will be delivered to you within 2 minutes

2.Setting your personal Digipass PIN

• Once your 5 digit activation code has been texted/emailed,
• Press the orange button on your Digipass
• Enter the 5 digit activation code that Rabobank sent you either via email or SMS
• Digipass will Display NEW PIN - Enter your own new and unique 5 digit PIN
• Digipass will display PIN CONF – Confirm your new unique 5 digit pin
• After you have set up your new PIN you will need to select 'NEXT' on your computer screen

3. Activating your Digipass

• Press the orange button on your Digipass
• Digipass will display PIN
• Enter in your unique PIN you have set up
• Digipass will display APPLI
• Press 1 on your Digipass
• Digipass will display a series of number that you will need to enter on your computer.
• Press activate on your computer.

• Head to Rabobank.com.au. and click on 'Internet Banking' and then 'Online Savings'
• On the next screen, click on 'Online Savings (RaboDirect) Internet Banking
• Then select 'Locked your Digipass?' and follow the on-screen prompts

Please note that the lock pin displayed on your Digipass should be 7 digits displayed on the Digipass. If you see Fail 2 for example, press the orange button and enter any incorrect pin and repeat until you get to fail 5. Press the orange button 3 times and then you will see the 7 numbers appear on the Digipass which you will need to unlock it and choose a new pin.

1. Press the orange button on your Digipass
2. Enter your existing 5 digit PIN
3. When the Digipass displays APPLI, Press and hold the orange button for approximately 2 seconds
4. Screen will display NEW PIN -----
5. Enter your new 5 digit PIN
6. Re-enter your new 5 digit PIN to confirm your Digipass will now be active with your new PIN.

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 [-------]

If your Digipass is displaying 'LOCK PIN' followed by characters or numbers, please refer to How do I unlock my Digipass?

PIN CONF FAIL

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

BATT1, LOCK DISABLE 2, -00000000-

The battery is almost empty or requires replacing. You can't replace the battery but we can send a new Digipass free of charge. Please refer to I have lost my Digipass, how do I get a new one?

If your Digipass is displaying 'BATT' or has stopped working, please don't try and replace the batteries. You can call us on 1800 445 445 between 6am and 8pm (Sydney time) Monday to Friday to request a new one.

You can also complete the Digipass replacement form, scan and email to clientservicesAU@Rabobank.com

Or you can also post to:

Rabobank Online Savings
GPO Box 4715
Sydney NSW 2001
or fax to 1800 121 615

You will need to replace your Digipass if the device displays any of the following

• Disabled
• Provides you with an 8 digit number on the screen
• BATT

Yes, you will need it to set up the Rabobank Online Savings Mobile Banking App, to access internet banking, for authorising transactions and updating any details via your desktop.

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 1800 445 445.

If your Digipass is locked, it will display 'LOCK PIN' on the device display. To unlock your Digipass, follow these simple steps:

1. Go to www.rabobank.com.au and click 'Internet Banking'
2. Click 'Online Savings (RaboDirect)'
3. On the landing page, click 'Online Savings (RaboDirect) Internet Banking'
4. Select 'Locked your Digipass?'
5. Enter your customer number for your Digipass, your date of birth and the lock PIN displayed on your Digipass when you press the orange button
6. Click 'Email' or 'SMS' for your preferred method to receive your unlock code, then click 'Send secure code'
7. Click the orange button on your Digipass again and enter the unlock code we sent you
8. Enter a new 5-digit PIN, then enter again to confirm
9. Your Digipass will then show 'APPL' and you are free to log in.

If you need assistance unlocking your Digipass, you can call us on 1800 445 445. We are available Monday to Friday, between 6am and 8pm (Sydney time).

If you have requested a Digipass activation or unlock code and the email or SMS message has not arrived within ten minutes, please call us on 1800 445 445, Monday - Friday 6am-8pm (Sydney time) or email us at clientservicesAU@Rabobank.com