Frequently Asked Questions (FAQs)

Security Codes are part of our enhanced security measures which you need to use when conducting certain transactions with online banking. A Security Code is a once-only code that is sent to your mobile phone via SMS to enable you to perform certain online banking transactions with even greater confidence.

Currently only customers with eligible accounts (an Orange Everyday or Home Loan with online access), are required to register for Security Codes. At this time, other customers are unable to register for Security Codes.

Registration to receive a Security Code is for your added online banking protection and is required to conduct certain transactions. This is part of an enhanced security measure known as two factor authentication?, being something you know (your existing Access Code) and something you have (your mobile phone, where you receive Security Codes via SMS). You'll be unable to access online or phone banking unless you're registered for them.

Once you're registered, every time you want to perform certain online banking transactions, you'll be prompted to request a Security Code. A Security Code will then be sent to your mobile phone via SMS. You'll be asked to verify the details in the SMS we send you against the transaction details entered on the screen and enter the Security Code in the secure online area within 5 minutes of receiving it. It's simple. The only thing you have to remember is to keep your mobile phone handy when banking online.

Security Codes are a free service to make online banking even safer for you. ING DIRECT will not charge you to receive a Security Code. You should check with your mobile phone provider to see if they charge you for receiving an SMS, particularly when you are outside Australia.

Call us on 133 464 (+61 2 9028 4077) and speak to a Direct Associate about your options.

There are two ways to register for Security Codes:

1. Open an Orange Everyday account. During the online account opening process, you'll be asked to register for Security Codes by following a simple process.
2. If you have been asked to register for Security Codes via mail or after logging in, simply click the My Personal Details menu, followed by Security Codes, and follow the on-screen instructions to register.

Only customers with certain eligible ING DIRECT products are able to register for Security Codes at present. This includes customers who open an Orange Everyday account, or have a Home Loan with online access. At this time, other customers are unable to register for Security Codes.

No, only Australian mobile phones can be used to register for Security Codes.

No, you can only register one mobile phone at a time.

If you still have access to your old mobile phone number, you can simply update your number online, via the Contact Details menu under My Personal Details. If you no longer have access to your old mobile phone number, please call us on 133 464 (or +61 2 9028 4077 if overseas).

If we have a mobile phone number on file for you, we may automatically register you for Security Codes after your registration period has elapsed. You will receive an email alert when this happens. If we do not have a mobile phone number on file for you, your online and phone banking access may be suspended and you will need to call us to register for Security Codes.

Nothing, your account is now protected by added online banking security. Just keep your mobile phone handy when banking online.

Please call us on 133 464 (or +61 2 9028 4077 if overseas) to register for Security Codes.

You will only need a Security Code when performing the following transactions online:

• Pay Anyone to someone not in your Address Book
• BPAY payments to some BPAY billers not in your Address Book
• Ordering a bank cheque
• Editing your Address Book
• Increasing your Daily Limit
• Activating your Visa Debit Card
• Viewing or changing your contact details
• Applying for a new account
• Changing your linked external bank account

If you have other ING DIRECT accounts, you may also be required to use Security Codes when performing certain transactions on those accounts.

Once you have registered for Security Codes, it applies to all products you hold with us.

If your partner opens an eligible account with ING DIRECT (an Orange Everyday or Home Loan with online access), they will also be asked to register for Security Codes.

Security Codes are required only for certain transactions. For Pay Anyone, this means a payment to someone who is not in your Address Book. For BPAY, this means payments to some BPAY billers not in your Address Book.

Keep your eye out for the orange padlock; this will let you know when a Security Code is required.

You should receive the Security Code within a few seconds. Delays may occur if your mobile network is congested.

Yes, you can request up to three Security Codes per transaction. If you are having difficulty receiving Security Codes, please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

A Security Code is only valid for five minutes. If you are having difficulties, you can request another one.

You can only enter the Security Code up to three times to conduct a transaction. On the third incorrect attempt to enter a Security Code, your ING DIRECT online access will be suspended. If this happens, please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

Firstly check that you are accessing the correct SMS message in your phone; the message will describe which transaction you are performing and usually details of the transaction itself. Tip: Always delete old messages once you have used them.

You may request another SMS to be sent if you are unsure. If you continue to receive an error message, please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

Yes, but you'll need to enable roaming on your phone. Please check with your mobile phone provider if using SMS Security Codes on your Australian mobile number will incur a charge.

Yes you can. If you need to make Pay Anyone or BPAY payments while travelling, make sure the recipients are in your Address Book. Just click on the Address Book menu under My Account Details. You can add any payee or biller in advance, and you won't need to receive a Security Code when you make your first payment.

Yes remember that Security Codes are only required for selected transactions. In addition, you can always transact with ING DIRECT via our Contact Centre, 24 hours a day, 7 days a week. Please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

For the protection of your account, please call us immediately on 133 464 (or +61 2 9028 4077 if overseas) so we can temporarily suspend your Security Codes registration.

It is important that you check the details contained within the SMS are correct and have not been altered. There are some malicious software programs which can automatically modify your transactions without your knowledge.

Do not enter the Security Code into the website. Note down the details and time of the transaction you were performing, and please contact us immediately on 133 464 (or +61 2 9028 4077 if overseas).

Please contact us immediately on 133 464 (or +61 2 9028 4077 if overseas).

No, provided you are paying billers that are already in your Address Book. If the biller is not currently in your Address Book, you can do this via online banking. Simply log in to your account using your Client Number and Access Code, select My Account Details from the left hand menu, then Address Book and Add New Biller. Alternatively, call us on 133 464 or +61 2 9028 4077 from overseas.

Email alerts are emails sent by ING DIRECT to your registered email address. They're used to confirm certain transactions on your account. It is important that you take a moment to review each email alert you receive to confirm that the transaction is authorised. It's also important to ensure we have your most up to date email address to provide you with this service.

Simply log in to your account using your Client Number and Access Code, select My Personal Details and enter your new email address.

Email alerts are generated for certain transactions performed online. Generally, when you enter a Security Code you will also receive an email alert.

An email alert is usually sent immediately after you perform certain transactions, so you should be able confirm an email alert is genuine if it includes confirmation of a transaction you have just performed.

Alternatively, you may also confirm that an email alert is genuine by logging into online banking to view a copy of the alert in your My Messages.

A My Message is an online message sent to you within the secure area of ING DIRECT online banking. For every email alert you receive, you will also receive a copy in My Messages.

Please contact us immediately on 133 464 (or +61 2 9028 4077 if overseas).

You can activate your ING DIRECT Security Token via the ING DIRECT website. Simply log in to your account using your Client Number and Access Code, select My Personal Details, then Security Codes, and following the on-screen instructions to activate your Token. Alternatively you may call us on 133 464 (or +61 2 9028 4077 if overseas).

You have 30 days from the date of request to activate your token. If you do not activate it within this time, your online and phone banking access may be suspended and you will need to call us to activate your token.

Note: Tokens are available to selected customers only.

Once you've activated your token (see above), every time you want to perform certain online banking transactions, you'll be prompted to enter a Security Code. You can find the Security Code on the front of your token; it's a random 6-digit number that changes every 60 seconds. You'll simply need to enter the Security Code in the secure online area. It's simple. The only thing you have to remember is to keep your token handy when banking online.

You can only use each unique Security Code once, so you may need to wait for the number to refresh if you are entering more than one Security Code in quick succession.

If you continue to receive an error message, please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

For the protection of your account, please call us immediately on 133 464 (or +61 2 9028 4077 if overseas) so we can temporarily suspend your Security Codes registration. We will send you a replacement token.

Yes of course. Your token has no connection to ING DIRECT's systems, and does not rely on any form of wireless communication. But please remember to take it with you when travelling overseas as you won't be able to perform certain transactions without it.

Alternatively, you can always transact with ING DIRECT via our Contact Centre, 24 hours a day, 7 days a week. Please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance.

Your token may be valid for up to 5 years, however the exact expiry date is printed on the back of your token. We'll send you a reminder letter closer to the expiry date so you can order a new one.

Yes, we also offer an accessible token which you can install on your computer. Please call us on 133 464 (or +61 2 9028 4077 if overseas) for assistance or more information.