Staying safe online

Online banking, protecting your security

We’re 100% committed to protecting your security and privacy online

Stay alert to scams and fraud

Scams and fraud are a rising global challenge and Australians are seeing a continued increase in the number and type of scams. Don’t click on links in unexpected messages, and if you get a suspicious call from someone claiming to be ubank, hang up and call our official phone number on this website.

Never share online banking or app passwords or passcodes with anyone (including someone on a phone call) and avoid writing them down. Always remember, if it seems weird, it probably is.

The ubank defence

We’re here to help and should the worst occur, you’re still protected

The ubank defence is our promise to you that we’ll reimburse 100% of your money should it be fraudulently taken from your account, provided:

  • It’s clear you didn’t contribute to the loss
  • You promptly let us know when you become aware of any unauthorised transactions

 

Contacting you about fraud

Our fraud team may send you an SMS from time to time to confirm any high-risk payments.  This is to protect you and make sure the payments aren’t fraudulent.

For anything deemed high risk you’ll receive an SMS from the following numbers (this is our fraud team contacting you).

+61 489 954 380
+61 437 126 492

These SMSes will only ask for a Yes, No or Cancel response or instruct you to call our fraud team directly on 1300 705 750.

Fraud, phishing and scams

Types of fraud, phishing and scams to look out for

Security alerts

Be on the look-out for suspicious messages

Tips to stay protected online

Be on the lookout

  • Be on the lookout for suspicious emails, text messages and calls requesting personal and banking information.
  • Never share your passwords, PIN’s, passcodes or Pattern Lock codes with anyone including ubank staff, and don’t write them down.
  • We’ll SMS you one-time passcodes for online banking transactions and password resets, so it’s important to keep your phone secure.
  • If you call ubank, we may send you an identification verification SMS; the message will state that this is the only code we will ask you to provide to us.
  • Ensure to read the whole message to ensure the action being requested matches what you were trying to do.

Passwords

Use a unique password for each of your online accounts and make your passwords hard to guess. Your password should:

  • be at least 8 characters long
  • Include at least 1 lower case letter
  • Include at least 1 upper case letter
  • Include at least 1 number
  • Include at least 1 special character
  • Not include your first name, last name, birth date or email address

Online browsing behaviour

  • Turn on two-factor authentication for your ubank accounts and ask your mobile provider if you can do the same for your mobile phone account. This means another piece of information (such as a password, or code sent to you via SMS) may be required before certain actions can be taken.
  • Turn on automatic software updates to ensure your devices always have the latest software installed.
  • Remember to log off when you’ve finished using Online banking.
  • Avoid using computers in public places such as internet cafes, hotels and airport lounges to conduct online banking.
  • Always access ubank’s website by typing ubank.com.au into your Internet Browser. Make sure the website address starts with “https” and a padlock is displayed.
  • When downloading Apps, ensure they are from official App stores (Apple App store or Google Play store).
  • Only perform banking on trusted devices and on trusted Wi-Fi/networks. When logging into online banking, you may choose to ‘trust’ your browser on your device or computer. Do not trust browsers on devices or computers shared with other people. Never accept a request to download a program or certificate to your device in order to use a public Wi-Fi network.
  • If you discover a transaction you don’t recognise, please contact us immediately on 13 30 80.

If you have a ubank debit card

  • Sign the back of a new card when you receive it.
  • Don’t let anyone else use your card – including family members or friends.
  • Regularly check that the card is still in your possession.
  • Destroy your card when it expires by cutting it diagonally in half (including any embedded microchip on the card; magnetic strip and security code).
  • Protect your PIN when entering it on ATMs and EFTPOS terminals.
  • Try to memorise your PIN so you don’t have to write it down.
  • Don’t choose a PIN that is easily identified with you for example your birth date, car registration, telephone number or your name in part or full. (If the guidelines for choosing a PIN are not followed, you may be liable for any unauthorised transactions.)

Ensure you have a locked padlock on your letterbox and shred any documents such as bank statements before disposing of them.


Passkeys

  • Set up passkeys on your personal devices to log in to your ubank app.
  • Only enable passkeys from your personal device and only use your own biometric info (e.g., facial recognition or fingerprint). Never add someone else’s biometric info to your personal device and never share the authentication method (e.g., device unlock) used to log in to your device.

How we protect you

Security measures to keep your money safe

Security measures to keep your money secure
Security measureWhat it means
SMS security
We’ll send you one-time passwords via SMS for transactions you make using Online banking as an extra security measure
Transaction monitoring
Every transaction made through ubank is monitored for anything suspicious or unusual
Transport Layer Security Encryption
Ubank’s website uses TLS (Transport Layer Security) encryption technology to protect your information. To ensure compatibility with our site, please keep your browser up to date
Banking sessions timeout
We’ll automatically log you out if you’ve been inactive for a while
Maximum transfer limits
We limit the maximum you can transfer via Online banking each business day. If you need to transfer more, call us on 13 30 80 for assistance
Lockout
After a number of failed logins, access to online banking is automatically blocked
Notifications
We'll send you a notification whenever a new device is added to your account
Manage your devices and browsers
Our app will show you a list of all the devices and browsers authorised to your account, so you can immediately remove any you don't recognise
Crypto payments restrictions
Transactions to some crypto exchanges have been restricted to help protect you from fraud
Passkeys
Securely sign in to your ubank app with passkeys. Passkeys let you log in with just your device unlock (e.g., fingerprint or facial recognition)

Useful links

  • Australian Securities and Investments Commission (ASIC) website where they publish companies identified as operating cold calling scams https://www.moneysmart.gov.au/scams/companies-you-should-not-deal-with
  • Australian Competition and Consumer Commission’s (ACCC) Scamwatch website to learn more about current types of scams
  • The Australian Cyber Security Centre (ACSC) is a federal government led initiative to securely report instances of cybercrime. You can submit a Report at www.cyber.gov.au
  • IDCare is a not-for-profit Australian and New Zealand national identity and cyber safety support service. They have a team of trained counsellors that can assist individuals facing identity and cyber security concerns. Visit: http://www.idcare.org/

Contact us

You should contact us immediately on 13 30 80 when:

  • Your password/PIN has been shared or compromised.
  • Your card or mobile phone has been misused, lost or stolen.
  • The device you use for online banking has been lost, stolen or infected with malicious software.
  • There are unauthorised transactions on your account/s or you believe your ubank account has been accessed by an unauthorised person.