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Security Token Frequently Asked Questions

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What is a One Time Password?

A One Time Password (OTP) Security Token is a security device that is capable of producing a single-use password for authorisation purposes. You can add this advanced layer of security protection to your Macquarie Credit Union Internet Banking. Simply download the Symantec VIP Access App onto your smart phone and contact our branch to request Token Security be added to your account. 

Who can request a One Time Password Security Token?

All members who are registered for Internet Banking can request a Security Token.

You must register for a Security Token, if you intend on raising your Internet Banking daily limit above the standard daily limit.

Do I have to use a Security Token?

A One Time Password is compulsory for members who request their Internet Banking daily limit be raised above the standard daily limit. This One Time Password can be generated using the Symantec VIP Access Mobile App or  Security Token device. However, we recommend all members take advantage of this extra layer of security.

How do I request a Security Token?

There are two options for Security Tokens: The Symantec VIP Access Mobile App or a hardware Security Token Device. 

To request the Symantec VIP Access App, please download the “VIP Access for Mobile” app from the App Store or on Google Play. When downloaded call Macquarie Credit Union on 1300 885 480 to have your account issued with a Security Token. 

To request a hardware Security Token Device, please call Macquarie Credit Union on 1300 885 480 or alternatively log on to Internet Banking on www.macquariecu.com.au. Go to the ‘Other’ menu, then select ‘Security Options’ and follow the prompts to request a Security Token. Please allow 10 working days for delivery of a hardware Security Token Device. Once a Security Token is issued on your account,  you will need to log into Internet Banking and follow the prompts to activate your Security Token.

What if I enter an incorrect One Time Password?

If you are using a Security Token device, wait 30 seconds and press the grey button again to generate a new One Time Password. If you are using the Symantec VIP Access Mobile App, a new password code will be generated every 30 seconds. You will have 10 tries to input the correct code. After 10 tries, the system will be locked and you will need to contact our office to reset your account.

How much does a Security Token cost?

The Symantec VIP Access Mobile App is free to download from the App Store and on Google Play. Some mobile data use will be required for download and ongoing use. Please contact your mobile/ internet provider regarding possible data charges.

For a hardware Security Token Device, the first Security Token Device will be issued at no cost to members. Replacement of a hardware Security Token Device will cost $25.00. 

What should I do if my Security Token is lost, damaged or stolen?

Contact us during business hours on 1300 885 480. Replacement of a hardware Security Token Device will cost $25.00.

Will a Security Token work on my computer?

Yes. A Security Token Device works with any operating system and will not require any additional equipment.

Can I use my Security Token anywhere?

A Security Token can be used wherever you can log into 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 simply need to register the same Token ID for each Internet Banking account.

Can I reuse the same One Time Password next time I log into Internet Banking?

No, as the name suggests the password is valid for one time only. 

 

 

 

 

Important Information

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