One Time Passcode FAQs

When you log in to your account, we'll occasionally send a code by text to your mobile or landline phone number, or by email to your email address.

This is called a One Time Passcode (OTP) and is an extra level of security when making online purchases and using Online Banking, Bankline, ClearSpend and Smart Data Online. So it’s important you keep us up to date with your contact details.

No. Registration is not required. We'll send the OTP by text to your mobile or landline phone number, or by email to your email address. So it’s important you keep us up to date with your contact details.

The OTP text service is free within the when sending to a mobile or landline. If you’re overseas or using an overseas service provider, you may be charged. Ask your network provider for details.

Please report it to your mobile service provider immediately. If your commercial or business card information is stolen, they won't be able to receive your OTP and use it for online transactions.

No. As a part of the Payment Services Directive 2 (PSD2), we must introduce Strong Customer Authentication. Using an OTP will be the only way to authenticate online transactions. So, it's important to make sure we have your up to date mobile phone number.

If you use your commercial card online to make payments, we’re only able to send an OTP by text to an overseas number originating from Spain, Gibraltar or Ireland. If you have an international number outside of these countries you need to provide us with an email address so that we can send your OTP by email.

However we do send OTPs for online banking and the mobile app to international numbers.

If you are overseas and use your commercial card online to make payments, your service provider may not support the receipt of international SMS. Remember to activate your roaming services to allow you to receive the SMS OTP. Ask your telecommunications provider for more details including any additional charges that may occur.

Alternatively provide us with an email address so that we can send your OTP by email.

However we do send OTPs for online banking and the mobile app to international numbers.