If you want step-by-step guides to Internet Banking these are the documents for you.
To register for Internet Banking, simply drop into your nearest Rock branch or call our Customer Care team on 1800 806 645.
You can choose to either log in via the web version of Internet banking or by using The Rock’s mobile app. When logging in via the web use the steps listed below:
When you log in for the first time using a web browser you’ll be prompted to choose your own password. Your new password needs to contain at least one capital letter, one lower case letter, a number and a special character. Your new password needs to be at least 8 characters long
Remember to store your password safely and do not write it down or disclose it to anyone. This will be your password for both the web and mobile app versions of Internet Banking.
Logging in after your first log in? You can log in via The Rock’s website: www.therock.com.au. You can also do your Internet Banking using mobile devices: How do I get mobile apps for my Android or Apple?
For security purposes, The Rock’s Internet Banking service does not support older web browsers. To use this service, we recommend you use the latest version of a web browser, as out-dated browsers may contain 'bugs', security vulnerabilities and limitations that may make using Internet Banking less secure and more difficult.
Supported Web browsers include: Internet Explorer 11 or higher, Google Chrome 45 or higher, Safari 6 or higher, Firefox 35 or higher and Opera 31 or higher.
Internet Banking may work on earlier versions of the above software or on other browser types that have not been listed; however, these are the recommended supported types and versions.
If you are experiencing difficulty logging in to your Internet banking you can try some of the below steps:
When accessing the web version of Internet banking, it is best to always access the page by typing in the URL: www.therock.com.au.
Mobile apps are available for Apple or Android devices (smartphones or tablets). To download a mobile app for Internet Banking you can visit:
Android: Google Play Store: search for The Rock Bank
Apple: App Store: search for The Rock Bank
You must be registered for Internet Banking to log into a mobile app.
If you have your customer number and you’ve set up your password using the web version of Internet Banking, log in to the mobile app using those credentials.
To set up a PIN for quick-access
Our mobile apps allow you to set a four digit PIN to log in to your Internet Banking, rather than typing in your customer number and password each time.
You can switch between the two log in methods at any time – using your PIN or entering your customer number and password.
To set your own PIN, or change your PIN, log in to the mobile app then select User > Change PIN.
Balance peek allows an account balance to be viewed on the mobile app home page before you have logged in. Swipe left to view your nominated account.
You can change the settings for balance peek by logging in to your mobile app and clicking User > Balance peek. Here you can:
If you have forgotten your Internet Banking password you can use the Forgotten your password link on the Internet Banking log in page (on the web version of Internet Banking). To use this function you will need to have an active Rock Visa Debit Card or rediCARD PLUS and be registered for two-factor authentication (SMS Security).
To reset your password:
The new password should now be activated.
For more information about passwords and security please visit our Security pages.
Alternatively you can call our Customer Care Team on 1800 806 645 or visit your closest branch.
If you haven’t locked yourself out, but simply want to change your password, you can do this by logging into the web or mobile app version of Internet Banking. This can be found under the Manage > Security option on the web version of Internet Banking or by selecting User > Change password on the mobile app.
Follow the prompts to enter your existing password and your new password.
You can reset your password by using the Forgotten my password link on the web version of Internet banking. FAQ: Forgotten password link
If you’ve been given a temporary password you need to log in to Internet Banking via a web browser or mobile app and choose a new password.
To log in with a temporary password on the web version:
Your new password needs to contain at least one uppercase letter, one lower case letter, a number and a special character. Your new password needs to be at least 8 characters long.
When you register for Internet Banking you’ll be given a temporary password. If this does not work please call our Customer Care Team on 1800 806 645 and they will provide you with a new temporary password.
All of your saved payees and billers are listed in one location: under Contacts. This can be found on the home page of the web version of Internet Banking by selecting Manage contacts.
In the mobile app version of Internet Banking you can find your saved Contacts (payees and billers) by selecting an account then selecting Manage contacts.
You can create, authenticate and save Contact details to appear in your Contact list for current and future use.
You might choose to authenticate Contacts so you can still make transfers to them when you’re travelling overseas or out of mobile phone range. Once Contacts are authenticated you don’t need to go through the two-factor authentication step of entering a secure code.
Select Go to Contacts (web browser version of Internet Banking) or select an account then Manage Contacts (mobile app version).
You can create, authenticate and save a biller’s details in your Contact list for current and future use.
Select Go to Contacts (web browser version) or select an account then Manage Contacts (mobile app).
You can transfer funds between your Rock accounts using either the web or mobile app versions of Internet Banking.
Select Transfer & Pay > Transfers (web browser version) or select an account then Internal (mobile app).
Enter all relevant details including your account name, account number, BSB and description (optional). Select when you want the payment to be made.
Funds transferred between your accounts are available immediately.
You can transfer funds to another bank (third party) using either the web or mobile app versions of Internet Banking.
To set up a recurring payment, select the Recurring option (web browser version) or Later option (mobile app) when making the selected transfer.
You can edit or delete future or recurring payments up until one day before the payment is scheduled to take place.
Select Transfer & Pay > Scheduled (web browser version) or select an account then select Scheduled (mobile app).
Here you will be able to view all future dated and recurring payments. Next to each payment is the option to Edit or Delete the payment.
Deleting a Contact (payee/biller) doesn’t delete the scheduled payments attached to this Contact.
Funds are received immediately if transferring between your own Rock accounts or to another person’s Rock account. Funds to third party (other financial institution) accounts, if made within business hours, should be received within two business days. BPAY payments can also take up to two business days after the time of the transfer.
If you think you’ve transferred money to an incorrect account, please contact the Customer Care Team on 1800 806 645.
If you don’t see all of your bank accounts listed when you’re logged in to Internet Banking this may mean that they are not all linked to Internet Banking. Please contact the Customer Care Team on 1800 806 645.
Yes, your daily transfer limit will automatically be set at $5000. This limit is a security feature to protect you from fraud and theft.
BPAY payments or transfers between Rock accounts are excluded from this daily transfer limit.
Deleting a Contact (payee/biller) doesn’t delete the scheduled payments attached to this Contact. You will need to go to your scheduled payments and delete the payments themselves.
The Rock’s Internet Banking uses two-factor authentication to add extra security to your online Banking.
SMS Security sends secure codes to your nominated mobile phone number via text message.
When you try to make some kinds of Internet Banking changes or transactions – for example, resetting a forgotten password, managing cards, and updating contact details – you will be asked to enter a secure code to authenticate the transaction.
When two- factor authentication (2FA) is required within Internet Security:
By using unique secure codes to authenticate your requests you eliminate the risk of someone accessing your account and transferring money, even if they have obtained your customer number and password. You will also get instant notification if someone is trying to misuse your account, as their activities will trigger a secure code to your mobile phone.
Important: If you receive an SMS secure code and you haven’t initiated a payment, contact us immediately on 1800 806 645.
Yes, you can pre-authenticate any regular transfers by creating Contacts for your payees or billers. Create your Contacts while you’re in mobile phone range, by entering the secure two-factor authentication code to pre-authenticate each Contact.
When your Contacts are set up you can make payments to these Contacts any time you like without the two-factor authentication step.
Select Go to Contacts (web browser version) or select an account then Manage Contacts (mobile app). Select Add Contact and follow the prompts to create and authenticate your Contact.
If you set up your regular payees and billers as Contacts you can authenticate them once using two-factor authentication, and then make payments to them any time you like without requiring further authentication.
Please notify us immediately if your mobile phone number changes. All SMS Security codes for Internet Banking transactions are sent to the mobile phone number we have on record for you.
To advise us of a change to your mobile phone number please send us a message by logging in to Internet Banking and selecting Messages. You can also give us a call on 1800 806 645 or drop into your nearest branch so we can update your mobile number.
The secure SMS code expires after two minutes.
Yes, you can receive SMS Security codes while overseas if your handset and SIM card allow global roaming and the country you are in operates via a compatible network. Please check with your mobile phone service provider before you head overseas.
We recommend that you set up your regular payees and billers as Contacts you can authenticate before leaving home, using two-factor authentication. Then you can make payments to them any time you like without requiring further SMS authentication.
If you need to call us while you are overseas, call +61 7 4931 5500 for Phone Banking or for our Customer Care Team. Our Customer Care Team are available between 8.30am and 5.00pm Monday to Friday, except on public holidays.
If you’re trying to use your Internet Banking and have been prompted for a two-factor authentication code – but don’t have your mobile phone with you, please call 1800 806 645 and we may be able to assist.
To avoid this situation happening in future, you can set up payees or billers you pay frequently as Contacts. These will require a once-only authentication using SMS Security and you can then transfer to them whenever you like without being prompted for a secure code.
If you haven’t initiated an Internet Banking transfer and you receive a SMS authentication code on your mobile phone someone may be attempting to access your accounts. If you think this is the case, call us immediately on 1800 806 645.
You can view and send messages to The Rock when you’re logged in to your Internet Banking account (in a web browser, not using a mobile app).
We may also use Messages as a way to contact you.
Our Customer Care team are dedicated to responding to Messages, so if you’re banking outside office hours or just want to ask something straightforward, this might be the quickest and most convenient way to talk to us.
Please note we will only reply within business hours 8:30 am - 5:00 pm Monday – Friday.
Messages can only be viewed or sent when you’re logged in to you Internet Banking account (in a web browser, not using a mobile app).
When you receive a message within Internet Banking you will see a small number next to Messages on the main menu of your Internet Banking home page. You can view all messages we’ve sent to you in your Messages Inbox.
Select Messages > Compose
You can choose a template that relates to your query or you can type your own message.
If you’ve lost your card you have several options. If you think you might find it again, you can put a block on your card. If your card has been stolen or destroyed, you can cancel it and re-order another card.
Either way, you need to make sure no-one else uses your card while you don’t have it in your possession. It must be either blocked or cancelled as soon as possible.
Log in to your Internet Banking either using a web browser or using your mobile app (you can only re-order a card using the web version of Internet Banking, not through the mobile app) and:
Select Manage > Cards (web browser version) or select Cards (mobile app).
Select the relevant card from your list of active cards and choose to either Block or Cancel a card.
If you have lost your card and cannot close your card via Internet or mobile banking, we recommend you call us on 1800 806 645 (Mon- Fri 8:30am - 5:00pm) or visit your closest branch. You can also contact our out of hours VISA Card hotline 24 hours 7 days a week on 1800 224 004. If you are overseas, you can call VISA card international on 1800 450 346.
Your card is valid until the last day of the month in which it is due to expire. You will usually receive your replacement card within the first couple of weeks of that month. There will be about a two week overlap where both your old and new cards will be active. Your new card will be active as soon as you receive it. It will have the same PIN as the old card.
The Visa debit and RediCard both have a $1000 daily limit (this excludes youth accounts). This limit includes both transactions and cash withdrawals. If you have a Visa debit card, you can select the credit option to override this limit; however this can only be extended to the balance of your account.
You can activate your new Rock card by logging in to Internet Banking through a web browser or using a mobile app.
You will need to activate any new card before it can be used.
Select Manage > Cards (web browser version) or Cards (mobile app).
To activate your new card you will need to enter your card number and its expiry date. Two-factor authentication (2FA) will be required if you are registered for this service.
For assistance with activating your new card, please call us on 1800 806 645 or visit your local branch.
Yes, you can order a replacement card using the web version (not the mobile app version) of Internet Banking.
Select Manage > Cards (web browser version).
You will need to select the card you wish to cancel and confirm the delivery address for your new replacement card. Two- factor authentication (2FA) will be required.
If you need to change the delivery address, you need to update this in your Profile page before you order your replacement card.
For assistance with ordering a replacement card, please call us on 1800 806 645 or visit your local branch.
A new/replacement card will cost $10 to order. This amount is charged to the account that’s linked to the card.
It usually takes between 7 and 10 business days for a new card to arrive.
Yes, you can change the PIN on your Rock Visa Debit or rediCARD PLUS through the web or mobile app versions of Internet Banking. You will need to be registered for two- factor authentication to do this.
You must know the current pin on your card in order to change this online. If you do not know the current pin on your card, please visit a branch.
You can update your personal details in the web version of Internet Banking or in the mobile app.
Select Manage > Profile (web browser version) or User > Personal details (mobile app).
To access this page, two-factor authentication (2FA) is required. If this is not set up, please click Messages within Internet Banking to let us know your mobile phone number, call us on 1800 806 645 or visit your closest branch.
Mobile phone numbers are used to provide extra security for your account. Usually they’re registered for two-factor authentication, which provides secure codes to authorise some transactions or requests. Because of the level of security mobile numbers provide, you are unable to update this yourself.
To update your mobile phone number with us, please click Messages within Internet Banking to let us know your mobile phone number, call us on 1800 806 645 or visit your closest branch.
You will need to contact us on 1800 806 645 or visit your local branch to change your address to an overseas address.
Yes, you can redraw from your home loan account online. Only eligible home loan products will allow you to do a redraw*.
Redraws can only be done of the full web version of Internet banking, not the mobile app. If the loan account has more than one account owner, all owners must approve the redraw request see Redrawing on a home loan account with more than one account holder.
You must selected another internal account to have the redraw balance transferred into. If you don’t have any other internal accounts, please contact our Customer Care team on 1800 806 645 or visit your closest branch.
*Please contact Our Customer Care team on 1800 806 645 or visit your closest branch if you are unsure if you have an eligible home loan product or not.
Personal loans are not eligible for loan redraws.
There is a minimum redraw amount of $500.
No, there is no redraw fee if you do this yourself on your Internet banking.
When a home loan account has more than one account holder, each account holder must approve the redraw request.
Anyone who is an account holder of the loan can initiate a redraw request. ATO’s and POA’s on a loan account cannot initiate or approve this request.
Each account holder of this loan can then view, approve or decline this redraw request under the Authorisation section within their own individual Internet banking.
The redraw request won’t be processed until every account holder has approved the request.
A redraw request will pend for 3 days (including non-business days) before this request is removed.
You can choose to opt-in to receiving eStatements rather than receiving your statement via the post. These are Rock branded official copies of your statement which can be downloaded, viewed and printed online.
This can only be done on the full web version of Internet banking. You will need to have an email address listed under your Profile details to allow you to opt-in.
Your email address will be used to notify you once your eStatements is available online.