Internet Banking Security Token FAQ's

What is a security token?
A security token is a small electronic device that generates a one time password, entered when you log into CCU Internet Banking. It provides an extra layer of security of your details to help counteract fraudulent internet attacks.

What is a one time password?
A one time password is a 6-digit number generated by pressing the grey button on a security token. A different password will be required from your token each time you log into CCU Internet Banking.

Who can request a security token?
All Members who are registered for CCU Internet Banking can request a security token.

How much does a security token cost?
The security token will be at no cost to members at initial request, however a charge for any replacement security tokens will apply.

Will a security token work on my computer?
Yes. As there is no physical or wireless connectivity required between the security token and your computer you will not require any additional equipment or software.

Do I have to use a security token?
The security token is not compulsory for Members however Customs Credit Union recommends all Members take advantage of this extra layer of security.

If you do not hold a security token your CCU Internet Banking daily limits for BPAY and external transfer transactions are limited to $2000. Security token holders can request up to a $10,000 daily limit and removal of CAPTCHA text requirements by phoning 131 728.

How do I request and activate a security token?
A security token can only be requested through CCU Internet Banking where the terms and conditions of token use must be accepted. To request a token, log into CCU Internet Banking and click on the ‘My Prefrences’ menu, then select ‘Security Options’ and follow the instructions. Allow 21 working days for delivery.

The next time you log into CCU Internet Banking you will be prompted to activate your security token. You have 21 days to activate you token from time of ordering and you can click the ‘Activate Later’ button until you receive your token. Please note that if you have not activated your token within this time, access to CCU Internet Banking will be suspended.

Upon receipt of your security token, follow the instructions on the accompanying letter and on the CCU Internet Banking security token activation screen to activate your security token.

What if I have not received my security token within 21 days?
Contact our Assistance Centre on 131 728 and advise that your token has not arrived. Our staff will order you a new token and reset your CCU Internet Banking login so that you can access your accounts pending the arrival of the new token

Do I have to use my security token every time I log into CCU Internet Banking?
Yes. A one time security token password will be required every time you log into CCU Internet Banking after activation.

What if I enter an incorrect one time password?
Wait 30 seconds and press the grey button on the security token again to generate a new one time password.

What should I do if my security token is lost, damaged or stolen?
Contact our Assistance Centre on 131 728 between 8am and 6pm Monday to Friday to request a replacement. A charge for a replacement security token will apply.

Can I use my security token anywhere?
A security token can be used wherever you can log into CCU Internet Banking. This includes overseas and in remote areas.

Can I use the same security token on more than one internet banking login number?
Yes. You can link multiple Memberships to your token by contacting our Assistance Centre on 131 728 as long as you are allowed to operate on those logins.

Please note that you must have separate tokens to operate joint accounts on a Membership.

Can I cancel my security token after activation?
Although CCU does not recommend cancelling your security token, you can do so at any time by calling our Assistance Centre on 131 728. However your daily limits for BPAY and external transfer transactions will be limited to $2,000 and you will be required to enter a CAPTCHA text at login.

Who can help me with a security token?
Call our Assistance Centre on 131 728 8am to 6pm Monday to Friday or email CCU

Please read important information about terms and conditions