Leave site

24 May 2022 - Update on contact centre wait times: Recently our customers have been experiencing unusually (and unacceptably) long waiting times when calling our contact centre. We apologise for this inconvenience and are taking important steps to improve. Read more here.

Close button
2022-04-28 10:05 am
Close button

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.

What’s on this page

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 at midnight and you can try again the next day.

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

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