Here are some of the common problems you may encounter when changing your password, as well as simple steps to correct them:

 

  • The old Password entered does not match your current Password

    Using upper and lower case characters that are different to the ones used when you chose your permanent password might cause this.

    To prevent this ensure that CAPS LOCK is not on when you enter your password on the Log On screen or when you choose a new permanent password.

  • The new and re-entered Passwords entered are not the same

    Pay close attention when typing in your new and re-entered password. These two items must match exactly.

  • The new Password entered is the same as a Password used in the past

    For security reasons, passwords cannot be reused. When you change your password you will be required to select a unique code that has not been used previously.

  • The new Password is not in a valid format

    When choosing your new password you will be required to submit an access code that meets the following standards:

    • minimum of 8 and maximum of 20 characters long
    • at least three numbers
    • at least one upper case or one lower case alphabetic character (i.e. A-Z, a-z) - make sure you use the same upper and lower case characters the next time you log on to Internet Banking
  • The Password is correct, but it’s not working

    Your password will be suspended if you repeatedly attempt to change your password using an invalid password by mistake.

    Using upper and lower case characters that are different to the ones used when you chose your permanent password might cause this. To prevent this make sure that CAPS LOCK is not on when you choose a new permanent password.

 

Related help topics: