Introduction

To further protect your e-banking, Bendigo Bank has introduced a new Security Token.

A Security Token provides an extra level of protection for your e-banking. It looks like a keyring with a digital number display (see pictures below). At the press of a button, it generates a six-digit number called an Authentication Key.

Even if a thief obtains your Access ID and PIN, they will need to have an Authentication Key generated by your Security Token in order to access your accounts.

To order a security token for use in e-banking, choose the Customer Services category from the top navigation menu and click the Security options item in the side navigation menu. Alternatively you can click on the Order token now? Hyperlink on the account balances screen and you will be directed straight to the Order token screen.

There are various activation options available for the token which will allow you to assign the level of protection you require. For further details please refer to the Activate Token Help screen.

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General Information (Q&A)

What do I do if I already have a Security Token?
Why do I need a Security Token?
What is a Security Token?
What is the difference between the 2 Security Tokens?
How do I order a Security Token?
How do I know if I have been made the offer to order a security token?
How much is a Security Token?
Will I receive a Tax Invoice?
Can I order a Security Token now?
How long will it take to deliver once I order a Security Token?
How do I know the status of my order?
What should I do if I lose my Security Token?
What if I need a replacement Security Token?

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Q.What do I do if I already have a Security Token? -

A. If you have already purchased a Security Token, there is no need to enter the Authentication Key on the Logon screen until you have activated your Token for Logon. To do this simply logon to e-banking (without entering the Authentication Key) and then go to the Activate Token tab which can be found under Customer Services - Security Options. Alternatively, you can select the ‘Activate token’ link from the Account Balances screen which will direct you straight to the activate screen. To attach your Security Token to services (including Logon), select the corresponding tick box, enter a valid Authentication Key and then click the Activate button.

Once the service has been activated you will need to enter an Authentication Key every time you access this service. You will not be able to de-activate the use of your Security Token for a service, this will only be possible by calling Bendigo OnCall on 1300 366 666.

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Q.Why do I need a Security Token? -

A. Like any other form of banking transaction, e-banking is a target for criminals. One method used by criminals is to download a “Key Logger” virus on to your computer that records your keystrokes (eg. your banking Access ID and PIN) and then transmits them back to the criminals. (For more information on this and general e-banking security please click here.)

Using a Security Token to generate a unique “One-Time” Authentication Key improves your e-banking security. Even if criminals capture your Access ID and PIN, your e-banking cannot be accessed without your Security Token.

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Q.What is a Security Token? –

A. A Security Token is a small digital Authentication Key generator. A Security Token generates a “one-time” Authentication Key that changes with every use. The device uses Greenwich Mean Time so that it works anywhere in the world.

Below are examples of the two types of Security Token available:

Vasco One Touch Security Token	Vasco Professional Security Token

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Q. What is the difference between the 2 Security Tokens? –

A. The difference between the 2 Security Tokens available is as follows:

Vasco One Touch Security Token: The Vasco One Touch Security Token is small (Key ring size), compact, durable and light with a simple “One Touch” operation. By pressing the button to the left of the screen, this will display a One Time Authentication Key. This is beneficial for personal customers as it is extremely convenient, yet still offers a high level of additional security. Life expectancy: 5 years

Vasco Professional Security Token: The Keypad located on the front of the Security Token offers another level of Security before you attempt to access your e-banking session. This is done through the use of a separate PIN that must be entered into the Security Token keypad before the Authentication Key will be displayed. This extra Security option is beneficial to Business Customers who may have their Security Token in the Office and do not want other staff to be able to access it. Life expectancy: 10 years

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Q. How do I order a Security Token? –

A. If you are a Pay Anyone customer you should have received the offer. If you selected the ‘Order Token’ button you will have your token and should activate it for the required services. If you have been offered a token but have selected the ‘Not Now’ option, you can return to the order screen at any time by selecting Customer Services and then Security Options or alternatively select the ‘Order token now’ link from the Account Balances screen.

If you are not a Pay Anyone customer, please contact us on 1300 366 666 to request the security token offer. Then the next time you logon, the offer will appear.

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Q. How do I know if I have been made the offer to order a security token? –

A. The Security Options screen which is the last option under the Customer Services menu, will only appear if the token offer has been made. There will also be a link displayed at the top of the Account Balances screen near the Print and Help links that says ‘Order token now?’. Selecting this link will direct you straight to the Order Token screen.

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Q How much is a Security Token? –

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Q. Will I receive a Tax Invoice? -

A. Yes. When you receive your Security Token a Tax Invoice will be included.

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Q. Can I order a Security Token now? -

A. Yes. First of all check if you have already received the offer by navigating to the Customer Services section or reviewing the link on the Account Balances screen. If the Security Options tab is available, simply click on it and then place your order on the screen provided. Otherwise, contact Bendigo OnCall on 1300 366 666 and request the Security Token offer.

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Q. How long will it take to deliver once I order a Security Token? –

A. You should allow about five days for us to process your order and, depending on where you live, about three days for delivery.

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Q. How do I know the status of my order?

A. If you have placed an order for your security token, the Order screen will show as below.

A Status of ‘Order in Progress’ – Indicates that you have placed your order but it has not yet been fulfilled. Other details displayed include the Date you placed your order, the Token Ordered, the cost of the token, the account to be debited and any Special Delivery Instructions.

A Status of ‘Order Completed (allow 3 to 7 days for delivery)’ – Indicates that your token has been packed and will be delivered via mail to the address indicated within a couple of days.

Also to provide quick access to the order or activate screens there are links at the top of the Account Balances screen. The words displayed in the link will change depending on the status of your order as follows:

Order token now? – Indicates that the token has not yet been ordered. Clicking on the link will direct you to the Order Token screen.

Token order in progress. – Indicates that the token has been ordered but not yet allocated and issued. Clicking on the link will direct you to the Order Token screen.

Activate token? – Indicates that the token has been ordered and issued by us but not yet activated by you. Clicking on the link will direct you to the Activate Token screen.

Token Services activated – Indicates that the token has been activated for some services. Clicking on the link will direct you to the Activate Token screen where you can modify your activation options.

Special Delivery Instructions

Please specify updated or alternative address details to which we should deliver your Security Token.

Note:
Tokens cannot be delivered to your branch.

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Q. What should I do if I lose my Security Token?

A. If you lose your Security Token rest assured that it is of no use to anyone unless they also have your Access ID and PIN. That is why you must never disclose your PIN to anyone. Do not write your PIN details down or store it on your computer or with your Security Token. If you lose your Security Token you won’t be able to access e-banking until you contact Bendigo OnCall on 1300 366 666 to organise alternate arrangements.

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Q. What if I need a replacement Security Token?

A. If you require a replacement Security Token, please call Bendigo OnCall on 1300 366 666.

Costs for a replacement Security Token are as follows:

Vasco One Touch Security Token - $20.00 (includes GST)
Vasco Professional Security Token - $99.00 (includes GST)

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Order Information

To order a Security Token, the following information will need to be selected/provided.

Type of Token:
Using the selection buttons, select the type of Token you would like to order.

Debit Purchase cost from:
Using the drop down menu, select the account from which you would like the purchase cost debited. The cost of the token will be debited immediately from your chosen account. If there are insufficient funds, your order will not complete and you will need to either select another account or enter your order details at another time when you have sufficient funds. If you select an account which requires two signatures for a withdrawal, an extra box will appear on the Approval screen allowing for the second signatory to authorise the transaction. If there are more than two signatures required or the second signatory does not enter their details on the approval screen, the transaction must be approved via the Authorisations Pending screen.

Deliver Token to:
For your convenience, your Security Token will be delivered to your current home address. If your details which are shown on the next screen are not suitable, please use the Special Delivery Instructions box to specify updated/alternative details

Special Delivery Instructions:
Please specify updated or alternative address details to which we should deliver your Security Token.

Action Buttons

There are three action buttons available:

Order Token
Pressing the Order Token button will take you to the Order Token - Approval screen.

Not Now
Pressing the Not Now button will return you to the Account Balances screen. Should you wish to return to the offer, it will still be available under
Customer Services – Security Options – Order Token or via the 'Order token now?' hyperlink on the Account Balances page.

Clear
Pressing the Clear button will clear the input fields on the screen.

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Token Order – Approval Screen

A Token Order – Approval Screen will appear after pressing the Order Token action button with all the information you have chosen/entered. This is the final point where you can decide whether or not to proceed, so you should ensure the details are correct before advancing.

Note:
If a second signatory is required to authorise the payment, you will be presented with additional input boxes where one of the other signatories can enter their Access ID and PIN. If, as an authorised signatory, you have not independently logged on for some time, you may receive a message advising that you need to log on.

If a second signature is not entered at this time, any of the other authorised signatories can review the payment later by logging on to e-banking and selecting the hyperlink from the Account Balances screen that shows you how many Authorisations are Pending. (eg. You have 2 Authorisations Pending). Alternatively they can choose the Accounts category from the top navigation menu and then select the Authorisations Pending item in the side navigation menu.

Action Buttons

There are two action buttons available:

Approve Order
Pressing the Approve Order button will submit the request for processing. Once the Approve Order button has been pressed, you will be taken to the Order Token screen with an acknowledgment box at the top of the page.

Cancel Order
Pressing the Cancel Order button will cancel the transaction and return you to the initial Order Token screen.

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