Clear answers on protecting your PIN, your phone and your money when you bank online or by mobile.
Mobile and internet banking make it easy to check balances, pay bills and send money at any time. Like any service, they need care. The answers below cover the most common questions about keeping your money and information safe.
The golden rule
Your bank will never ask for your full PIN, password or one-time code by phone, text message, email or social media. Anyone who asks for them is not your bank.
Questions and answers
What is a one-time password, and why should I never share it?
A one-time password, or OTP, is a short code sent to your phone to confirm a payment or a login. It works like your signature. If you share it, someone else can approve a transaction in your name. No genuine bank employee will ask for it.
How do I choose a strong PIN or password?
Avoid obvious choices such as your date of birth, 1234 or repeated numbers. Use different PINs for your bank card, mobile wallet and phone screen lock. For passwords, use a long phrase that others could not guess. Never keep them written down next to your card or phone.
Is it safe to use public Wi-Fi for banking?
It is safer to use your own mobile data. Public networks in cafés, hotels and other shared spaces can be less secure. If you are on one, wait until you are on a trusted connection before you log in to your bank.
How can I tell whether a message really comes from my bank?
Be cautious with any message that asks you to act urgently, open a link or share details. Do not use the phone numbers or links in the message. Contact your bank using the number on the back of your card, on your statement or on its official website.
What should I do if I lose my phone?
Contact your bank and your mobile network straight away so that they can block access to your accounts and your SIM card. Change your banking passwords from a secure device as soon as you can. A screen lock gives you extra protection while you act.
Should I install a banking app from a link someone sends me?
No. Only download your bank’s app from the official app store for your phone, and check that the publisher is your bank. Fake apps can look very similar to real ones.
I sent money to the wrong number. What can I do?
Contact your bank or mobile money provider immediately with the details of the transaction. The sooner you report it, the better the chance of help. Always check the recipient’s number and name before you confirm a payment.
What if I think someone has got into my account?
Call your bank at once on its official number and ask for your account or card to be blocked. Change your passwords, check your recent transactions and report any fraud to the police. Then follow up with your bank in writing.