Secure online identity verification

1. We’ll send you an SMS to start the verification process

2. Take a photo of your passport or Australian driver licence

3. Record a quick selfie video just to make sure it's really you.‍

Once you’re done, jump straight back into your application to keep things moving. If you experience any issues verifying your ID, reach out to the team on 133 462 or in your nearest branch.

Here are some simple steps to ensure your online ID verification process is as smooth as possible:

• Make sure the document is as clean as possible and undamaged. Documents held together with sticky tape or with address stickers on the front of the licence will not be accepted.
• Ensure you provide the most current version of the original document. If you have recently renewed your licence or passport you will need to use the most recently issued document. Digital licences, scanned copies, and photographs of documents are not accepted.
• On your phone, you will need to give permission for access to your camera.
• Ensure you capture a clear image of your document with no reflections or shadows obstructing the details including the photograph.
• Make sure that you have a strong internet connection and that the lighting is positioned to ensure it doesn’t cause shadows or reflections when taking the selfie video.
• Take the time to review and check that the details captured from the document are correct. If the details captured are incorrect, you must update them so that we can verify the correct information.

I did not receive the SMS containing the identity verification link.

Check that you have correctly entered your mobile number in the deposit application. If it is incorrect, you can go back to ‘About You – Your Contact Details’ and correct the number, then resend the link. It is also possible that the SMS may have been sent to your spam or junk text messages depending on the settings on the device.

I’ve completed the ID process using the link in the SMS, but the account hasn’t been opened

You need to keep the application screen open while you complete the ID process using the link in the SMS. Once you provide your ID for verification you will need to return to the application screen and wait until it updates to allow you to take the next step to complete your application.

I’ve provided my ID using the link in the SMS and returned to the application screen, but I can’t continue the application.

This may be because the name and date of birth captured from the identity document are different to what you have provided in ‘About You’ in the application. You can correct the details in the application by returning to the ‘About You’ section, and you should then be able to resume your application.

If you’re still experiencing issues with completing your application, please reach out to the team on 133 462.