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Locked out of accounts

Find out what to do when you’re locked out of the app or internet banking, or when your card won’t work.

A woman, smiling while typing on her computer on a marble table

Banking app

Call us or visit a branch to get this up and running again. We’ll just need to verify that you’re who you say you are. 

Internet banking

Account access is temporarily blocked after three incorrect attempts at entering an internet banking password on any given day. It becomes unblocked at midnight of the same day – at which point you can try again.

New and can’t log in?

If we signed you up on the phone or at a branch, you need to have changed your password to something uniquely yours within the first 30 days. 

It’s an easy fix. Call us to reset your password.

Blocked cards

If you enter your PIN incorrectly a number of times, your card can get blocked. 

In some cases, you may be able to use your signature as proof the card is yours. 

If your card has been blocked because you entered an incorrect PIN, the system will reset after 24 hours and you can try again. If you’re in Australia, you can reach our external security provider, Fraud Bureau Service, 24/7 on 1300 705 750 for help unblocking your card.

If you continue to have problems with your PIN, we can help. Call us to order a new card and PIN.

Keeping your accounts secure

Bank Australia has a fraud monitoring service, where potentially fraudulent payments made via OSKO, PayID or PayTo may be held for 24 hours. If this happens, you will receive an SMS from the Fraud Bureau to notify you that your transaction has been placed on hold. If you receive this SMS, please contact our Fraud Department on 1300 705 750 to remove the block on your account. If you have a payment being held, any following transfers and card transactions may also be blocked.

We will never ask you to click on any links in an SMS, unless you have initiated an ID verification request (and we will tell you to expect that SMS). We will also never request any login details, ask you to share a one-time password (OTP), or ask you in an SMS to call any number other than 1300 705 750.

If you are unsure whether an SMS is genuine, please call us at 132 888 or you can call the Fraud Bureau directly at 1300 705 750. All SMS messages relating to held payments will be sent from either +61 437 126 492 OR +61 489 988 024.

Blocked card while overseas

If your card has been blocked while you are travelling overseas you can contact the external card monitoring service, Fraud Bureau Service, to confirm your transactions as being legitimate. Precautionary blocks can occur even once you have advised us of your travels.

You can reach Fraud Bureau Service 24/7 on 1300 705 750 or +61 2 8299 9534 if calling from overseas.

Tip: Forgot to unlock your card?

If you put a temporary lock on a misplaced card, you can unlock it in the app or internet banking

Need help?

Send us a secure message in the app or internet banking

Or call us

A person holding a phone with Bank Australia digital banking on the screen