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Rabobank
 
Online Savings

Here's how it works

When you open a Rabobank Online Savings account, you will receive a Digipass to manage your account securely online. The Digipass is a small hand-held device that randomly generates an access code, which is used to log in to a Rabobank Online Savings account and validate transactions. This provides one of the safest methods of online banking available today.

By using the Digipass, access to your account is protected by two-factor authentication.

The two elements are:

  • something you know: your customer number and PIN code, and
  • something you have: your Digipass.

This is safer than a standard user name and/or password, where anyone who obtained this information could easily access your account.

Digipass

Activate your Digipass

If you have recently received your Digipass you will need to activate your account within 90 days. You can activate your Digipass in three simple steps:

  1. Get an activation code. Go to the Digipass activation page and enter your customer number, date of birth and how you want to receive your code (email or TXT).
  2. Set up your personal PIN. Press the orange key on your Digipass and enter the code we sent. You can then enter your own five digit PIN. Enter this twice to confirm it.
  3. Activate your Digipass. Follow the onscreen instructions to generate a Digipass code and complete the activation.

Locked Digipass

  1. Get your unlock code
  2. Go to the Login page here and click on “Locked your Digipass?” and follow the instructions to get your unlock code

  3. Once you have received your email or TXT, press the orange key on your Digipass and enter the unlock code
  4. The Digipass will display 'New PIN'. Enter the five digit PIN you want to use
  5. Enter your PIN again to confirm it
  6. The Digipass will display 'New PIN conf'
  7. You can now log into your account as normal

Replacement Digipass

If you have lost your Digipass or the battery is low, we can replace it for you free of charge*.

Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) and we will send a replacement. If you can't call or it’s outside our business hours, you can print and sign our Digipass Request Form then scan and email, fax or post it back to us.

* Unless you are overseas, then a delivery fee may apply.

Frequently Asked Questions

My Digipass is displaying an error message. What does it mean?

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FAIL 1,2,3 or 4

The wrong PIN has been entered. Press the orange key to try again. You have five attempts before the Digipass locks.

LOCK PIN [-------]

Your Digipass has been locked. Click here to visit the login page and click on the link 'Unlock your Digipass now' on the right hand side. This will open a new page for you to unlock your Digipass and reset the PIN.

PIN CONF FAIL

Your PIN code has been entered incorrectly. Press the orange key to try again.

BATT1

The battery is almost empty. You can't replace the battery but we can send a new Digipass free of charge (unless you are overseas, then a delivery fee may apply).

Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) and we will send a replacement.

If you can't call or it's outside our business hours, you can print and sign our Digipass Request Form then scan and email, fax or post it back to us.

LOCK DISABLE 2

The battery is flat. See the instructions above for ordering a new Digipass.

-00000000-

This Digipass may have been dropped or the battery replaced. We will need to send you a new one. See the instructions above.

What do I do if I lose or damage my token or if it has been stolen?

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Please call our Client Services Team on 0800 500 933 (or +64 4 819 2783 if calling from outside NZ)

Can I change my personalised 5-digit PIN code?

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Yes. You can change your PIN code at any time.

  1. Press the orange key on your Digipass.
  2. Enter your existing 5-digit PIN code.
  3. Press the orange key again until 'NEW PIN' is displayed.
  4. Enter your new 5-digit PIN code.
  5. The Digipass will display 'NEW PIN CONF'.
  6. Enter the new PIN code again. The Digipass will display APPLI and is ready for use.

How safe are the Digipass activation/unlock codes?

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We have tried to make the online activation and unlock process as safe as possible.

We only use the email address or mobile number we hold on file to send the code to you. To change your details you must call us and complete a security check or log in online with your Digipass.

And even if your details are incorrect and someone else receives the code, they cannot access your account without your Digipass.

How often do Digipass numbers change?

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The random numbers generated by the Digipass change every time. This means that the number can only be used once, within a specified time limit.

This makes the Digipass much safer than other forms of online security such as permanent passwords or access codes.

I need a new Digipass. What do I do?

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If you have lost your Digipass or the battery is low, we can replace it for you free of charge*.

Call us on 0800 22 44 33 or +64 4 8192870 (between 8am-6pm, Monday to Friday) and we will send a replacement.

If you can't call or it’s outside our business hours, you can print and sign our Digipass Request Form then scan and email, fax or post it back to us.

* Unless you are overseas, then a delivery fee may apply.

I’ve forgotten my PIN. How do I reset it?

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You will need to lock the Digipass by entering an incorrect PIN five times. The Digipass will then display a code which you use to unlock the Digipass online.

We then send you a code via email or TXT which you use to unlock the Digipass and set up a new PIN.

  1. Get your unlock code
  2. Go to the Login page here and click on “Locked your Digipass?” and follow the instructions to get your unlock code

  3. Once you have received your email or TXT, press the orange key on your Digipass and enter the unlock code
  4. The Digipass will display 'New PIN'. Enter the five digit PIN you want to use
  5. Enter your PIN again to confirm it
  6. The Digipass will display 'New PIN conf'
  7. You can now log into your account as normal

What do I do if I get an error when trying to activate or unlock my Digipass?

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There are a few reasons you may be getting an error.

Please check that:

  • you are the primary account holder or authorised signatory
  • your customer number includes all eight digits
  • the format of your date of birth is DD/MM/YYYY, and
  • you have selected to receive your code by either TXT or email.

If the error continues, please call us on 0800 22 44 33 (+64 4 819 2870).

What do I do if I need to make an urgent transfer but do not have access to my Digipass?

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We can transfer the funds for you but, as this is a manual process, it is reserved solely for emergencies.

If you have an emergency and need an urgent manual transfer, call our friendly contact centre team on 0800 22 44 33 (+64 4 819 2870) so that we can identify you and arrange the transfer. 

Why have I not received my Digipass activation or unlock code?

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Your contact details may not be up to date. Try selecting the other option (TXT or email). There may be a delay in sending/receiving the code: it can take up to 30 minutes to arrive. Call us on 0800 22 44 33 (+64 4 819 2870) if the code still doesn't come through.

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