Using NAB Connect when you are overseas

Token related questions

• Can I download the mobile app overseas?
• Can I activate a mobile token overseas?
• Can I reset my mobile token overseas?
• Can I change or reset my PIN number for my mobile app overseas?
• Do I need internet connectivity to operate my mobile token? 
• Will my mobile token work on my device overseas if I change SIM cards? 

General enquiries

• What should I do before I go overseas?
• Can I access NAB Connect overseas?
• Are there any limitations to accessing NABC overseas?
• I’ve lost my phone overseas; can I access NAB Connect?
• Can I create a new NAB Connect User who is based overseas?
• Can I authorise payments on the NAB Connect app overseas?
• What do I do if my User ID is locked?
  
• Can I use my preferred User ID overseas?
• How do I contact NAB Connect from overseas?

Can I download the mobile app overseas?

Yes. The Mobile Token operates via the NAB Connect mobile app and is available for download from the Apple App Store and the Google Play Store.

Important: Downloads from the Apple Store can be made from anywhere in the world; however, Google Play Store downloads are only available from the following countries:

• Australia
• New Zealand
• Singapore
• United States
• United Kingdom

Can I activate a mobile token overseas?

You can activate the NAB Connect mobile app overseas if you have a valid phone number that allows you to receive SMS messages. The phone number must be active and recorded in NAB Connect. 

Refer to Activate and log in with a mobile token.

Can I reset my mobile token overseas?

Users can have their mobile tokens reset through the following options:

• Reset their own token within the app by navigating to More > Reset User.
• For users that have switched mobile devices, the mobile token can be reset by clicking on Reset User via the welcome screen. Refer to Replacing a Mobile token on a different device.
• Contact the Administrator who can resend a new mobile token activation code and activation email. Refer to How an Administrator resets a mobile token.

The above steps can only be completed if you have access to receive text messages overseas and the contact number you have is linked to NAB Connect. 

Can I change or reset my PIN number for my mobile app overseas?

Users can change their PIN number with the following steps:

1. Select the More option on the front screen of the mobile app
2. Select Change PIN
3. Enter the existing PIN number
4. Enter the new desired PIN.

Users can reset their PIN number by selecting Forgotten your PIN? From the login screen and following the prompts.

To reset your access, you’ll need your NAB Connect User ID (620xxxxxxx), access to the email address and the mobile number registered to the account in NAB Connect.

You can also reset your PIN by:

• Contacting your Administrator who can resend a new mobile token activation code and activation email. Refer to How an Administrator resets a mobile token.
• Calling the NAB Connect Client Centre on the international number +61 3 8641 9930 Monday to Friday, 7:30am to 8:00pm and Saturday, 9:00am to 2:00pm (AEST/AEDT).

The above steps can only be completed if you have access to receive text messages and emails overseas, and if the contact number you have is linked to NAB Connect. 

Do I need internet connectivity to operate my mobile token? 

Once activated, NAB Connect mobile tokens no longer require internet connectivity to generate one-time passcodes.

An internet connection is required to login to the mobile app.

Will my mobile token work on my device overseas if I change SIM cards? 

Once activated, a mobile token is installed on a phone and no longer requires internet connectivity to generate one-time passcodes. This means that if you are using your mobile token overseas, it will not impact your data and you can change SIM cards. 

What should I do before I go overseas?

There are some simple things you can do to simplify your banking experience overseas, including:

• Confirm that your contact number and email address is current on NAB Connect. Refer to Updating contact information.
• Ensure all Users have appropriate access and permissions prior to an Administrator going overseas. An option is to have another User set up as an Administrator to perform exclusive tasks. To create or upgrade access for an existing User to an Administrator, you’ll need to complete the NAB Connect Amendment form.
• Future date any important payments. You can future date payments by up to 90 days.

Can I access NAB Connect overseas?

Yes, you can access NAB Connect from an internet-connected device anywhere, any time. From the NAB home page (nab.com.au), select NAB Connect from the Login drop-down menu. You will then need to enter your User ID and one-time passcode generated from your mobile app or physical token. General Users may have a standard password.

Are there any limitations to accessing NABC overseas?

You can access NAB Connect through an internet-connected device via the nab.com.au website with no limitations provided you have your credential method available.

To login to NAB Connect via the mobile app, the app must be activated first. Refer to Activate and log in with a mobile token.

I’ve lost my phone overseas; can I access NAB Connect?

Yes, you can access NAB Connect from an internet-connected device anywhere, any time by downloading and activating the app on your new device. Note the same restrictions of activation by platform applies. 

Refer to the ‘Can I access NAB Connect overseas?’ and ‘Are there any limitations to accessing NABC overseas?’ questions above for more information.

Can I create a new NAB Connect User who is based overseas?

Yes, you can create a new General User while overseas. Refer to Creating a new User.

To create an Authorising User or Administrator, the User must be verified by NAB. 

Can I authorise payments on the NAB Connect app overseas?

Yes, as an Administrator or an Authorising User, you can authorise payments at any time of the day by following these steps:

• Login to your NAB Connect mobile app using your PIN. 
• Select Payments to see all payments. It can be filtered so you can see only what you can authorise. 
• Select one or multiple payments to authorise.
• Select Authorise then enter your PIN. 

Refer to Authorise payments with a mobile or physical token.

You can authorise up to 25 payments at once, however, the same restrictions will apply to payments above the Transaction Signing threshold. Authorise payment with transaction signing.

Please note, normal processing cut off times apply. See NAB Connect payment information and cut-off times.

What do I do if my User ID is locked?

You can re-activate your User ID by following the Reset your mobile token guide.

Additionally, you can contact your Administrator who can resend a new mobile token activation code and activation email. Refer to How an Administrator resets a mobile token.

This can only be completed if you have access to receive text messages overseas and the contact number you have is linked to NAB Connect. Alternatively, you can contact the NAB Connect Client Centre on the international number +61 3 8641 9930 Monday to Friday, 7:30am to 8:00pm (AEST/AEDT) and Saturday, 9:00am to 2:00pm (AEST/AEDT).

Can I use my preferred User ID overseas?

Yes.

How do I contact NAB Connect from overseas?

Help is available for NAB Connect at nab.com.au/nabconnecthelp. This includes access to videos and articles that provide step-be-step instructions for all tasks and services. However, if you need to talk to someone for help while you’re overseas, you can call the NAB Connect Client Centre on the international number +61 3 8641 9930 Monday to Friday, 7:30am to 8:00pm (AEST/AEDT) and Saturday, 9:00am to 2:00pm (AEST/AEDT).