Banking security FAQs

Yes. Our Internet Banking platform uses world-class https encryption; Transport Layer Security (TLS); 2FA, 2-step verification to ensure your transfers are secure; and the security of automatic session logouts. 

To help bolster your own security online, we recommend you ensure to:

  • Manually log out after each session;
  • Never save your login details on a shared computer;
  • Clear cookies after each session;
  • Never share your Internet Banking details.

Yes. RACQ Bank requires your Bank ID and password to log in; SMS security to ensure your sessions are secure; and the security of automatic session logouts. Additionally, the app is protected by world-class https encryption.

ADIs are banks licensed by the Australian Prudential Regulation Authority (APRA) to lend monies that are guaranteed by federal government to refund the money should the bank default. This means your money is government-guaranteed, giving our members extra peace of mind their money is safe with RACQ Bank.

You can change your contact details including your phone number, mobile number, email, mailing or residential address by contacting us on 13 1905 or visiting your local RACQ Bank branch.

RACQ Bank suggests you change your card PIN anytime you know or suspect it has been used fraudulently. For your own security, keep your card and PIN safe by always keeping your PIN in a secure place; carrying your PIN and card separately; and calling us immediately if your card is lost or stolen. Download our PIN and pass code security guide for more information on how to keep your card, PIN and transactions secure.

For Visa Debit and rediCARD PIN services, call us on 13 1905 or drop into your nearest RACQ Bank Branch.

For credit cards, phone 1300 912 667.

Yes. These transactions work just the same as regular EFTPOS payments, with the convenience of not requiring you to enter your PIN. Digital wallet transactions require various authentication methods to verify your identity before proceeding with payment, and payWave transactions are capped at $100. 

For your own security, we advise you always keep your payWave-enabled card and digital wallet in your possession; never carry your PIN and card together; always verify the amount before, and ask for a receipt after, tapping your payment; and do not allow anyone else to use your digital wallet or payWave-enabled card.

Card clash occurs when two or more contactless payment methods are stored in close proximity to each other and the wrong card or device is inadvertently charged at payment. This can most commonly occur through tapping your wallet, purse or mobile phone on a card reader that also stores multiple contactless cards, or by holding your wallet or purse in your hand while paying using your mobile digital wallet.

RACQ Bank advises to take care when making payWave or digital wallet (Google Pay, Apple Pay, Samsung Pay) payments to ensure no other contactless card or digital-wallet-enabled device come near the reader.

For internet banking, you can opt to receive Push Notifications instead of a one time Password to authorise your transactions. For mobile banking, you can opt to use your app PIN or fingerprint instead of a one time Password to authorise your transactions. For both case, you will need to register your mobile device using the "Manage my Devices" option under the Users icon in the mobile app.
If you're travelling overseas and taking your mobile phone with you, you'll still be able to use mobile banking and receive your one-time-password for transactions. If you're using an international mobile number we won't be able to send you your one-time password to this number. If you're not taking your mobile phone with you just call us on 13 1905 before you go and we'll make other arrangements for you. Please note international roaming charges may apply if you receive an SMS while you're overseas.
For your security, you'll only be able to recieve your one-time-password or two-factor authentication through your mobile phone or your email address. We recommend using your mobile phone number as your nominated two-factor authentication method, however you can also register your device through the mobile banking app and use push notifications to authorise your transactions. If you'd like to change your two-factor authentication to email please contact us on 13 1905 or visit your closest RACQ branch and we'll arrange this for you.

We recommend changing your banking password periodically to increase your security online. You can change your password online through internet banking or in the mobile app. If you’ve forgotten your password you'll be able to log in to internet banking using your Debit Card and PIN and then you'll be able to set a new online banking password. If you don’t have your card handy, just call us on 13 1905 and we'll reset your password over the phone.

If you lose your card or your card is stolen, login to internet banking immediately to temporarily block your card. This can be done under "Card options". To block your card we'll send out a one-time-password to your nominated device. If you've lost your mobile phone you can call us on +61 (07) 3845 4851 and we'll block your card for you.

To keep you safe online your internet or mobile banking password needs to meet certain security requirements. Please choose a password that is a minimum of 8 characters, up to a maximum of 20. Your password must contain at least 1 uppercase letter, 1 lowercase letter, 1 number and 1 special character. If you've registered your mobile device you can log in with a PIN or use biometric security such as fingerprint or Face ID. To change your password online just visit internet banking and navigate to "Self-management">"Change password">enter your old password and then new password, confirm your new password and then click on "Change password".

To update your password in our mobile app click on "User">"Password change", enter your old password, your new password and then confirm your new password.

You can download our free RACQ Bank app for your Android and Apple Device through Google Play and the App Store.

If you need to block, temporarily disable or enable your card just log in to online banking. Navigate to ""Card options"" through internet banking or the mobile banking app to manage your cards. Alternatively, you can call us on 13 1905 or +61 (0) 7 3845 4851 from overseas and one of our friendly team members will block your card for you.

To increase your online security we recommend using your mobile phone for two-factor authentication. Under certain circumstances you may be able to use your email instead. If you don't have a mobile phone, reception in your area is poor, or you'll be overseas just contact us on 13 1905 or +61 (0) 7 3845 4851 to make alternative arrangements.

If you've forgotten your username or password simply go to the internet banking or mobile banking login screen. Click on "Forgot your Bank ID or Password", enter your Debit Card and PIN and click on "Submit".

If you don't have your Debit Card handy just call us on 13 1905 and we'll reset your password for you.

You can change the PIN for your Debit Card online through both internet and mobile banking. Simply log in to your internet banking or mobile banking account, go to the "Card options" and select "Modify PIN".

Alternatively, please visit your nearest local RACQ branch or contact us on 13 1905 and we can set up your card for you.

To log in to mobile banking using biometric ID or a PIN you'll need to first register your device. To do this, just log in to mobile banking and select "Manage my devices". From here you can register the device you're currently using. To allow PIN log in, please select from the available security options including (a) Fingerprint, (b) Fingerprint or PIN, (C) PIN. Now you can log in to mobile banking using this new method.

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Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Terms, conditions, fees, charges and lending policies apply. This information does not take your personal objectives, circumstances or needs into account. Read the disclosure documents for your selected product or service, including the Financial Services Guide and the Terms and Conditions, before deciding.

Except for RACQ Bank, any RACQ entity referred to on this page is not an authorised deposit-taking institution for the purposes of the Banking Act 1959 (Cth). That entity’s obligations do not represent deposits or other liabilities of RACQ Bank. RACQ Bank does not guarantee or otherwise provide assurance in respect of the obligations of that entity, unless noted otherwise.

Mortgage Saver is only available for new lending to RACQ Bank. Customers with an existing home loan can switch to Mortgage Saver with a minimum $20,000 in additional new lending.

RACQ Bank provides customers with credit assistance in relation to the RACQ Bank Credit Card and also gives assistance to customers in relation to credit limit increases for the Card. RACQ Bank assists customers as part of our arrangements with the card issuer, Citigroup Pty Limited.

Fees and charges apply. Terms and conditions apply and are available at https://www.cardservicesdirect.com.au/cardservices/useful_forms.htm. Citigroup’s credit criteria apply. Current Card Services Credit Card holders are not eligible to apply for introductory offers. Offers are available to customers who submit their application by 31 January 2019 and may be extended.

The 0% p.a. promotional interest rate applies to balances transferred with this offer at the point of application, for a period of 14 months for the RACQ Platinum Rewards Credit Card and 12 months for the RACQ Low Rate Credit Card once the balance transfer is processed. At the end of the promotional period, any outstanding transferred balances will revert to the variable Annual Percentage Rate for cash advances, currently 21.74% p.a. Your total balance transfers with this offer may not exceed 80% of your credit limit.

Card Services is a division of Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098, Australian credit licence 238098 (Citi). Citi is the credit provider and issuer of RACQ Bank Credit Cards (Credit Cards). Members Banking Group Limited ABN 83 087 651 054 trading as RACQ Bank (RACQ Bank) promotes the Credit Cards, and assists cardholders, as Citi’s agent, under an agreement with Citigroup. RACQ Bank does not and will not guarantee or otherwise support Citi’s obligations under the contracts or agreements connected with the Credit Cards.

Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Fees, charges, terms and conditions apply. Contact us for a copy. This is general advice only and may not be right for you.

You can only create a PayID within mobile or internet banking by linking it to an eligible account. Not available on some accounts.

Biometric identification features are compatible with selected devices only, noting that some devices may not be able to use particular Biometric identification methods. For Android, selected biometric features should be available on devices with android v 4.4 or greater, provided that feature is available in device. For iOS device, any device that is running with IOS version 9,10 or 11(or greater), provided that feature is available in device.

The Apple logo and Apple Pay are trademarks of Apple Inc., registered in the U.S. and other countries. Google Pay, and the Google Pay Logo are trademarks of Google Inc. Samsung Pay is a trademark or registered trademark of Samsung Electronics Co., Ltd.