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Device security
Why your access to mobile banking has been blocked and how to fix it.
How to unblock a device to access mobile banking
We've flagged your device as 'unhealthy' or 'unsafe' for our mobile banking app. This can be due to:
- security settings. You may need to adjust your device's security settings
- malware. There could be suspicious software on your device
- jailbroken or rooted device. Jailbreaking or rooting your device may disable your security settings.
Before checking for any of these, make sure you have the latest version of the mobile banking app, from either Google Play or the App Store.
Is my account safe?
An unhealthy device doesn't mean your accounts are compromised. To reduce risk, our checks prevent logging in on this device. Use a trusted device like a laptop or tablet to check your accounts.
Can I still log in?
Yes, use a trusted device like your laptop or PC. Avoid using the browser on the compromised device.
Changes to the security settings
Security settings protect your data. If they're not set up properly, we may consider your device unsafe.
If you’re seeing this on an iPhone or iPad, your device is likely jailbroken.
Android devices are more customisable, which can affect their security. That's why our banking app blocks access from devices with these settings.
Guidance for malware issues
Malware is harmful software that can damage your device, steal personal information, or access your data without permission. It often comes from fake apps, suspicious downloads, or malicious links.
This is why we block devices flagged with malware from accessing our app and is for your safety.
It’s rare for Apple devices to get malware but can happen. If it’s jailbroken, it’s more vulnerable to malware and security threats.
Android is more open and customisable. This means you can install apps from outside Google Play. As some devices may not get regular security updates, it’s easier to install apps that may have malware.
While this flexibility is great for power users, it also makes Android devices more likely to encounter malware. Especially if you install apps from unknown sources.
If our app detects malware, for security, we:
- crash the app to prevent sensitive actions - for high-risk malware
- send you to an error screen about security requirements - for less serious threats.
We block access to keep your information safe. Check for suspicious apps, run an antivirus scan, or restore your device to factory settings if unsure.
How can I prevent malware on my device?
- Keep your software up to date. Regular updates often include security patches.
- Install apps from trusted sources. Only download apps from Google Play or the App Store.
- Use security software. Consider installing trusted antivirus or anti-malware apps.
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On Android, Google offers a free malware and virus scanner named Google Play Protect. It’s a built-in security feature that runs in the background, scanning your apps for malicious behaviour.
This feature runs automatically for you, but you can also run it yourself:
Open Google Play, then:
- select the menu icon (3 horizontal lines) in the top-left corner
- select Play Protect
- select Scan to run a check your apps for issues. If Play Protect detects any issues, it’ll inform you.
Instead, you can download virus scanners from the Google Play store, which you can use to scan the entire device storage. If you think you have malware on your Android device but can’t remove it, see Restoring Android.
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Symptoms of malware on iOS can include:
- crashes
- slow performance
- excessive battery drain.
If you think the device may have malware, so:
- review apps. Find Settings, select General then iPhone Storage. Check for suspicious apps
- clear Safari data. Find Settings, then Safari and then Clear History and Website Data
- restore iOS. If you can't remove malware, refer to Restoring iOS.
Guidance for jailbroken or rooted devices
A jailbroken iOS device has removed software restrictions for unauthorised apps, while a rooted Android device has gained root access for unauthorised changes and apps.
Jailbreaking or rooting your device increases vulnerability to security threats like malware. To protect your information and our services, we block logins from these devices.
To check if your Android device is rooted or your iPhone or iPad is jailbroken, perform the following:
What should I do if my device is jailbroken or rooted?
If your device is jailbroken or rooted, we recommend returning it to the seller or manufacturer as applicable.
If this is not possible, we recommend restoring it to its original state by performing a factory reset.
You can’t always clean a rooted or jailbroken device by removing apps or settings. Leftover files can cause issues or make the device unsafe. To make sure it’s safe, you need to restore it to factory settings, wiping everything and starting fresh.
How do I restore a device
If your device is jailbroken or rooted, simply removing apps or settings might not be enough to clean it completely. Leftover files can cause problems or make the device unsafe. To make sure it’s safe, you should restore it to factory settings, which will erase everything and let you start fresh.
For both Android and Apple devices, keep in mind:
- Setup the device as a new clean install do not restore from another device/backup
- Don’t reinstall optional apps during the set up process.
- During set up, avoid reinstalling any apps you installed before, if prompted. It’s safe to keep pre-downloaded apps like Apple App Store or Google Play. This helps prevent potential malware from any apps you installed before, that could block your login.
- Once the set up is complete and your phone is functioning normally, find the Apple App Store or Google Play Store. You can then download your banking app.
- If you can log in to your banking app without any issues, you can download your other apps from the Apple App Store or Google Play Store. Always make sure you only download apps from trusted sources. But, if you accidentally download a malware-infected app again, we’ll have to block you from logging in. This is to protect your accounts and information.
Select the type of device to see how to restore it to factory settings.
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You can back up your personal content but avoid backing up system files. If you're unsure how to restore your device, visit your manufacturer’s store support or Android support website for help. You can find out more at Google support.
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You can back up your personal content but avoid backing up system files. If you're unsure how to restore your device, visit the Apple store or support website for help. Find out more at Apple support.
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