2-step verification

^{Starting October 2020 all OFX accounts without a valid mobile number will need to call our customer service team, available 24/7 to update it over the phone, so you can start receiving verification codes.}

What is 2-step verification?

2-step verification is an extra level of protection to your account which ensures that only you will be able to perform important actions on your account, even if someone knows your password.

Why is 2-step verification important?

2-step verification increases the general security of your OFX account. By requiring a two-step verification process it minimises exposure to fraudulent activities such as your account being compromised by an unauthorised user.

How does 2-step verification work?

Every time you create a new recipient, change details of an existing recipient or update your personal details on the OFX secure website or mobile app, you will need to provide two pieces of information – your password and a verification code that will be sent by SMS text message to the mobile phone number on your OFX account. A verification code is only valid for 3 minutes and every time you attempt to login we send you a different code. This extra level of protection significantly improves the security of your OFX account because your password alone is no longer enough to make important changes to your account.

Please note: clients with a Global Currency Account (GCA) will be prompted to enter a verification code at login.

What do I do if I don’t receive a verification code via text message?

We automatically send you a text message with the verification code when you create a new recipient, change the details of an existing recipient or change your personal details. If you didn’t receive a text message, you can tap ‘Resend Code’ on the screen and we’ll send you another code to your number.

Please note: clients with a Global Currency Account (GCA) will receive a text message automatically at login.

I received an SMS text message but I was not trying to access my account. What do I do?

If you receive a verification code but were not trying to log in to your OFX account, please report it immediately by calling us at:

0800 161 868 (Personal account helpline)
0800 161 898 (Business account helpline)

In case you are overseas, you can find our international phone numbers here.

My mobile number has changed OR OFX doesn’t have my mobile number, so how can I receive the SMS verification code? What should I do?

If you are unable to receive an SMS text message or need to update your details simply click on ‘Need Help? Contact Us’ and give us a call 24/7. Our customer service team can help update your mobile number over the phone, so you can start receiving verification codes.

To ensure that you can always make changes to your account online, we strongly encourage that you keep the mobile number on your OFX account up-to-date in the ‘Profile & Settings’ section on the website.

I am overseas and am unable to receive the SMS verification code. What should I do?

If you are travelling overseas and are unable to receive an SMS text message to your phone contact us, 24/7. If you have an alternate mobile number while travelling, our customer service team can help update your mobile number temporarily, allowing you to receive verification codes.

For security purposes, if you cannot provide an alternate number while travelling, you will not be able to make changes to your account but don’t worry! Our customer service team will be happy to help you with any account-related questions and requests, including transfers, over the phone. You can find our international phone numbers here.

Can I turn off 2-step verification?

For your security, you cannot turn off 2-step verification. As we are fully regulated, we are required to implement security measures that prevent unauthorized access to your account including 2-step verification. At OFX, we make client security our priority. As regulations change we will ensure we update our security practices to continue to reduce the risk of fraudulent activity on your account.

Does it cost to use 2-step verification?

We recommend that you check with your mobile phone provider to understand if there are any costs associated with receiving SMS text messages, especially when travelling overseas.

Do I still need to remember the security question associated with my OFX account?

Yes. Currently, we have rolled out 2-step verification only on certain digital channels – secure web and mobile app. So, you will no longer be asked to answer your security question within these channels. However, when contacting us over the phone, we might still ask you to answer your security question to ensure that we are speaking to the right person.

I have multiple mobile numbers. Which mobile number will the verification code be sent to?

The verification code is sent to the mobile number that was added most recently to your OFX account. On the 2-step Verification popup, you can also view the last 3 digits of the mobile number we have sent the code to in case you’ve forgotten what number we currently hold.

I am part of a corporate organisation with multiple users accessing the corporate OFX account. How will 2-step verification work for us?

Every time a user on your corporate OFX account creates a new recipient, changes details of an existing recipient or updates the company details on the OFX secure website or mobile app that user will need to provide two pieces of information – their password and a verification code that will be sent by SMS text message to the mobile phone number assigned to that user profile on the company OFX account.

To ensure that all users can always make changes to the company OFX account online, we strongly encourage that the mobile numbers of all users are kept up to date in the ‘Profile & Settings’ section on the website.

I have an authorised user on my account. Can I add another number to receive the verification code?

No. We can only send the verification code to one mobile number per account.

To ensure that all users can make changes to the account online, we strongly encourage that you inform the authorised users of the change and keep the mobile number on the OFX account up-to-date in the ‘Profile & Settings’ section on the website.

I do not have a mobile number. What alternatives do I have?

OFX only supports 2-step verification through SMS verification codes. In case you do not have a mobile number and want to perform actions which require verification, you can click on ‘Need Help? Contact Us’ and give us a call. Our customer service team will be happy to help you with any account-related questions and requests over the phone.

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