NAB Security FAQs

General

Password

Padlock issues

Browser

What security measures has NAB put in place?

Security for communications and transactions over the Internet is important for both NAB and our customers, and we'd like to let you know that the NAB Internet Banking security system has been selected by our data security experts following extensive research.

To help deliver secure Internet Banking services, NAB has implemented a solution that seeks to provide robust authentication and privacy.

Encryption of information between the customer and NAB is provided by an industry standard 128-bit SSL encryption technology. This is the current security standard utilised by most banks in Australia in connection with their internet banking customers.

In addition to our sophisticated cryptographic implementation, robust firewall technology is employed to help to protect NAB's internal systems and customer's information against intrusion from the Internet.

For greater security NAB Internet Banking has the facility to allow you to voluntarily lock your password when logging out from the application. NAB Internet Banking cannot be accessed again until your Internet Banking password is unlocked. To unlock your Internet Banking Password you need to call 1300 651 656 and enter your Telephone Banking Password when prompted.

We also have a special security software offer for all NAB customers. Visit nab.com.au/software for more information.

NAB has introduced these measures to help provide a secure environment for you to complete your banking. Find out more.

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How does NAB make sure that only I can access my accounts?

You must enter a NAB ID and Internet Banking Password every time you access the system. The password is known ONLY to you.

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What can I do to maximise security?

  • Keep your password secret.
  • Never leave your computer unattended while logged on to NAB Internet Banking.
  • Don't use your date of birth, telephone number, address, your name or the name of a friend or relative in your password.
  • Change your password regularly.
  • Don't use a password you use for anything else (eg. your answering service).
  • Ensure that you use Virus Detection Software to protect your computer from Trojan viruses. Visit nab.com.au/software for more information.
  • Ensure that you are not observed or heard entering you password (eg. screen reader software voices data entry and screen text to assist visually impaired users).
  • Lock your password when you logout from NAB Internet Banking.

What do I do if I notice an unauthorised transaction has gone through my account?

If you believe you Internet Banking information has been compromised or you notice a transaction you did not initiate, you must contact the Internet Banking Support Team immediately on 1300 651 656. The support hours are located on our Contact us page.

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Where can I find more information about my responsibilities when using NAB Internet Banking?

This information is detailed within the NAB Internet Banking Terms and Conditions of use. Find out more.

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What do I do if I have made an error with a payment?

If you believe you have made an error with a payment you have submitted, contact the Internet Banking Support Team immediately on 1300 651 656. The support hours are located on our Contact us page.

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Why do you monitor Internet and Telephone Banking transactions?

The improved monitoring of all Internet and Telephone Banking transactions is an added service NAB has adopted to help ensure transactions are initiated by authorised persons.

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What happens if NAB detects a suspicious transaction?

If a suspicious transaction is detected, one of our operators will investigate to confirm that the transaction is authorised. This may involve phoning the customer to confirm that the transaction was initiated by the correct person.

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Why have you introduced Password lock?

The ability to lock your Internet Banking password has been introduced to provide security aware customers with a tool which offers peace of mind when banking with NAB. Password lock now provides customers with control over the level of protection they wish to adopt.

This feature is ideal for people banking in environments that are outside of their control (e.g. Internet Cafes).

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How does locking my password offer me more protection?

Password lock offers you the option of using multiple passwords to access Internet Banking (Telephone Banking and Internet Banking).

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Do I have to lock my password each time I logout from Internet Banking?

No, using the password lock function is optional.

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How do I unlock my password?

To unlock your Internet Banking password, you must phone 1300 651 656 and enter your NAB ID and Telephone Banking password when prompted.

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NAB Internet Banking uses 128-bit SSL encryption to help ensure the security and confidentiality of your information. You cannot use this service unless you are 128-bit SSL enabled. Customers using Microsoft® Internet Explorer® for Windows® should check this by holding the mouse pointer over the padlock symbol Icon indicating secure session is enabled in Internet Explorer.

I use Internet Explorer 7 and cannot see the security padlock when using NAB Internet Banking

In Internet Explorer version 6 and earlier the padlock displayed to allow users to confirm they have established a secure connection with a website was located at the bottom right of the browser window.

With the recent upgrade to Internet Explorer to version 7, this padlock has been moved and is now displayed next to the address bar of the browser and is hidden when accessing NAB Internet Banking.

Customers should always confirm they are transacting over a secure connection when using NAB Internet Banking and customers using Internet Explorer 7 can continue to do this by pressing the 'F11' key when on the NAB Internet Banking login screen. A padlock image (as per below) should be present to validate that a secure connection has been established.

Internet Explorer 7 padlock

Further information about confirming the validity of security certificates and general security information can be found on this page and through our security section.

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What if the padlock symbol is not displayed in the Microsoft® Internet Explorer® status bar?

Some versions of Microsoft® Internet Explorer® may not display the padlock symbol in the status bar. This is a known defect in Microsoft® Internet Explorer® versions 3.0, 3.01, 3.02, 4.0, 4.01, 5.x and may occur if the browser does not recognise a secure protocol or if you are viewing a secure web page, such as NAB Internet Banking, inside a frame.

To check the version number of Microsoft® Internet Explorer®:

  1. Select Help in the menu at the top of your browser toolbar.
  2. Select About Internet Explorer.

Although the padlock indicator does not appear on the status bar, Microsoft® states on the Microsoft® Product Support Services page that the connection is still secure.

To configure your browser to prompt you each time you enter or leave a secure web page:

  1. Select View or Tools from the toolbar.
  2. Select Internet Options.
  3. Select the Advanced tab.
  4. Scroll down to the Security section.
  5. Check the box to "warn if changing between secure and not secure mode".

For more information, please see the following article in the Microsoft® Product Support Services: Q154621 Secure Lock Indicator May Not Appear on the Status Bar

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What if the Padlock symbol disappears when connecting to NAB Internet Banking?

In some versions of Internet Explorer®, the padlock symbol may disappear when you connect to NAB Internet Banking.

If you are using an earlier version of Internet Explorer®, this problem may be resolved by upgrading to Internet Explorer® 6 Service Pack 1 from the following address: http://www.microsoft.com/windows/ie/default.asp

Please Note: Internet Explorer® 6 Service Pack 1 is 16.3 mb in size. Depending on the speed of your connection, this may take a few hours to download. Internet Explorer® 6 Service Pack 1 requires the Windows® 98 operating system or above.

Microsoft, Windows and Internet Explorer are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

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How do I confirm a secure session with Security certificates

NAB's Internet Banking service uses certificates to initiate encryption of all communication between you and the NAB and to help ensure the confidentiality of your information.

After launching the NAB Internet Banking Login screen, you should do the following:

  1. Ensure SSL encryption security is in place, and
  2. Only accept a valid security certificate. Security certificates for NAB Internet Banking are issued by veriSign®. Visit the veriSign® website.

To check these two issues for your operating system and browser, follow the instructions below.

Windows® / Internet Explorer®

  1. Roll your mouse pointer over the padlock ( Icon indicating secure session is enabled in Internet Explorer ) displayed on the status bar at the bottom right hand corner of the Login page. A text box will display "SSL Secured (128 Bit)".
  2. Double click on the padlock ( Icon indicating secure session is enabled in Internet Explorer ) .

A valid certficate will display as issued to ib.nab.com.au and today's date will sit within the Valid from and to dates.

Windows® / Netscape Navigator® v6.2

  1. Click on the padlock (Padlock symbol in Netscape v6.2 ) displayed on the status bar at the bottom right of the Login page. This will open up a Security info page.
  2. Select to View Certificate.

A valid certficate will belong to ib.nab.com.au and today's date will sit within the Valid from and to dates.

Apple® Macintosh® / Internet Explorer® & Apple® Macintosh® / Netscape® Navigator®

You are unable to view the security certificate with Internet Explorer® or Netscape® Navigator® on an Apple® Macintosh®.

  • Apple and Macintosh are trademarks of Apple Computer, Inc., registered in the U.S. and other countries.
  • Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
  • Netscape and the Netscape N and Ship's Wheel logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. Navigator is also a registered trademark of Netscape Communications Corporation in the U.S. and other countries.

What are the security settings for my browser?

NAB Internet Banking requires that you use a supported browser to ensure the highest level of security encryption. Please refer to the Technical Requirements section of the NAB Internet Banking home page for details on supported browsers.

You can implement several measures to safeguard your information by:

Warnings when accessing secure and unsecure web pages

You can configure your browser to prompt you every time you enter or leave a secure web page.

Refer below for detailed instructions for each browser and platform.

Windows® / Microsoft Internet Explorer®

  1. Select View or Tools from the toolbar.
  2. Select Internet Options.
  3. Select the Advanced tab.
  4. Scroll down to the Security section.
  5. Check the box to "Warn if changing between secure and not secure mode".

Apple® Macintosh® / Microsoft Internet Explorer®

  1. Select Edit from the toolbar.
  2. Select Preferences option.
  3. Select Security from the list of options under Web Browser.
  4. Within the Alerts section, check the boxes to show an alert "when entering a page that is secure" and "when entering a page that is not secure".

Windows® / Netscape® & Apple® Macintosh® / Netscape®

  1. Select Communicator from the toolbar.
  2. Select Tools.
  3. Select Security Info option.
  4. Select Navigator from the menu.
  5. Check the boxes to show a warning before "entering an encrypted site" and before "leaving an encrypted site".

Not caching web pages

If your computer is accessed by other people, you should set your browser not to cache web pages. This will ensure that no secure information is retained in memory when you end your NAB Internet Banking session and close your browser.

Please note: By not caching web pages, you may impact the performance of your Internet connection as each page will need to load from the server when accessed.

Refer below for detailed instructions for each browser and platform.

Windows® / Microsoft Internet Explorer®

  1. Select View or Tools from the toolbar.
  2. Select Internet Options.
  3. Select the Advanced tab.
  4. Scroll down to the Security section.
  5. Check the box "Do not save encrypted pages to disk".

Apple® Macintosh® / Microsoft Internet Explorer®

  1. Select Edit from the toolbar.
  2. Select the Preferences option.
  3. Select Advanced from the list of options under Web Browser.
  4. Within the Cache section, select to always update pages.

Windows® / Netscape® & Apple® Macintosh® / Netscape®

Netscape® Navigator® versions 4.0 and above do not cache SSL pages.

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  • Apple and Macintosh are trademarks of Apple Computer, Inc., registered in the U.S. and other countries.
  • Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
  • Netscape and the Netscape N and Ship's Wheel logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. Navigator is also a registered trademark of Netscape Communications Corporation in the U.S. and other countries.

I use Netscape or Firefox and form information is being saved inside Internet Banking

If you are using the Netscape®v6.2 or above or Firefox web browsers, the NAB recommends that you do not use the Form Manager function within the browser. These functions allow you to save form data entered into a web site. For example, when creating a New funds transfer in NAB Internet Banking, the form Manager allows you to save such details as the your Internet Banking password, statement reference, transfer amount and remitter name.

These web browsers may display a pop-up message similar to that below, asking whether you want the browser to remember the values you filled in. For the protection of your personal information, NAB recommends that you select "Never for this site" if you see this message when using NAB Internet Banking.

This is particularly important when using NAB Internet Banking at a publicly accessible terminal like an Internet cafe.

This message may appear when using forms using Netscape 6.2

Netscape and the Netscape N and Ship's Wheel logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. Navigator is also a registered trademark of Netscape Communications Corporation in the U.S. and other countries.

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