Suspected fraud or data breach

You’ll receive an email notification from us if there are three failed consecutive login attempts on your Macquarie Online Banking, or your Macquarie Mobile banking app when initially registering your Macquarie ID.  
 
We’ll let you know the time and date of these login attempts. If you’ve selected the Enhanced or Ultimate security level, you can see the location of the last failed login attempt.

You should check your transactions for fraudulent activity and make sure you have strong password.

How to check your login history

You can view a login history of both your Macquarie Online Banking and Macquarie Mobile Banking app login activities in the Security section.

You can view the following login activity details:

• The time and date of each login
• If you’re in Ultimate security mode, you can see the location of where each login activity has taken place.

How to find the login history on Macquarie Online Banking:

1. Log in to Macquarie Online Banking
2. Click on your name in top right corner
3. Click on My Security
4. Select View login history.

How to find the login history on the Macquarie Mobile Banking app:

1. Log in to the Macquarie Mobile Banking app
2. Select the menu icon in the icon bar from the bottom right corner
3. Select Security
4. Select View login history

If you see a transaction that you don’t recognise on your account or suspect fraud, let us know by giving us a call at any time on  02 8550 5666 (+61 2 8550 5666 if calling from overseas).

You can also place a temporary lock on your debit card or credit card in Macquarie Online banking or in the Macquarie Mobile Banking app. 

If we notice any suspicious activity on your account, we will attempt to contact you on the details you’ve provided to us. It’s important to ensure that your contact details are up to date so we can help resolve any unauthorised transactions.

Fraudsters and scammers may attempt to compromise your personal and financial information by pretending to be your bank, or other trusted company. If you receive a call from us and you’re not sure that you’re talking to Macquarie, ask the caller for a reference number and tell them you’ll call back. Our contact numbers are listed on our websites, on your bank statements, and on the back of your card. 
 
We'll never ask you to provide personal or financial information over email. If you receive an email that looks like it came from Macquarie asking you to verify your details, or log into a website, let us know. Send a copy of the email to scams@macquarie.com  and then delete the email. Phishing emails often have poor English and will ask you to act urgently. Think before you click. 
 
If you think that you’ve provided details in a phishing email or have clicked on any links, let us know by calling us.  If you have shared your login details, change your password immediately, and give us a call on 02 8550 5666 (+61 2 8550 5666 if calling from overseas).

If a fraudster gets hold of your mobile phone number and account details, they can call your provider and transfer your mobile service to a new provider. This is called phone porting.

• If your phone suddenly loses service, check if it’s a genuine outage. We recommend asking a friend or family member on the same service if they are having problems or check the website of your mobile service provider to see if they are experiencing outages
• If you suspect your phone has been ported, call us immediately on 02 8550 5666 
  (+61 2 8550 5666 if calling from overseas).

Fraudsters can use your online banking SMS verification service to start transacting on your bank accounts. If you have the Macquarie Authenticator app and are receiving authorisation requests for transactions that were not initiated by you, decline those transactions immediately and contact us.

We also recommend you: 

• lock all your cards immediately via Macquarie Online banking
• change all your important passwords such as email, Paypal and government portals,
• deactivate the Macquarie Authenticator app on the lost device via Macquarie Online.

Malware, which includes software like viruses and key loggers, are designed to conduct malicious activity on your computer and affect your digital experience. 
 
A good way to protect yourself from getting malware is to use a reputable antivirus solution. Antivirus looks for malware and aims to block it from installing on your computer. 
 
If you think you’ve got malware on your computer, you should run a scan using your antivirus software. Depending on the type of malware on your device, you may need to disconnect from the internet and seek help from an IT professional to remove it. 
 
You should also notify your bank in case the malware gained any sensitive financial information from you. Give us a call on  02 8550 5666 (+61 2 8550 5666 if calling from overseas).

If you suspect that you may have fallen for a scam, you should cease all contact with the party you’ve been communicating with. You should get in contact with the police to report the matter, as well as your bank to assist you with recovering funds.

Please contact us immediately on the below details if your Macquarie accounts have been impacted. These lines are available 24 hours a day, 7 days a week:

• If your Transaction Account, Savings Account, Cash Management Account, Wrap Accounts, Home Loan or Car Loan has been impacted, please contact us on 02 8550 5618 (+61 2 8550 5618).
• If your Credit Card or Debit Card has been impacted, please contact us on 02 8550 5619 (+61 2 8550 5619).

The Australian government collects data on common scams and provides up to date information online. 

For information about common scams, go to Scam Watch or refer to ASIC's MoneySmart tool.

Through our subscription with IDCARE, Australia and New Zealand’s national identity and cyber support service, we have a service to help you if you believe your personal information has been compromised. 
 
IDCARE connects individuals with identity and cyber security counsellors who provide guidance on responding to data breaches, scams, identity theft and cyber security concerns. 
 
As part of its services, IDCARE can help provide guidance on a range of topics, including:

• dealing with stolen information or unauthorised disruption to digital accounts and devices
• responding to scams that attempt to obtain personal information or your money
• untangling joint digital accounts and preserving online content before closing accounts
• managing a deceased individual’s digital identity
• engaging organisations if an individual has been impacted by a data breach.

If you would like to speak with someone from IDCARE, you can visit their website, or give them a call, quoting reference MGLID3. 
 
Macquarie Bank does not endorse or provide services on IDCARE’s behalf and does not receive any client information from IDCARE.

If you receive a call from us, ask the caller to provide a reference number and call us back on 02 8550 5666.

Remember that a Macquarie team member will never ask for your credit card number, online banking password or other sensitive information directly from you.

We may also ask you to call us back on:

• 02 8550 5617 (+61 2 8550 5617) Mon-Fri, 8am-5pm (AEST/ AEDT)
• 02 8550 5616 (+61 2 8550 5616) Mon-Fri, 9am-5pm (AEST/ AEDT)
• 1800 134 321 (+61 2 8550 5622) Mon-Fri, 9am-5pm (AEST/ AEDT)
• 02 8550 5622 (+61 2 8550 5622) Mon-Fri, 9am-5pm (AEST/ AEDT)
• 02 8550 5618 (+61 2 8550 5618) 24 hours a day, 7 days a week
• 02 8550 5619 (+61 2 8550 5619) 24 hours a day, 7 days a week.

If you’re unsure, always call us before providing any details to anyone.