Action required: Mobile App password update required

On 18 August we sent communications outlining the update to the minimum requirements for secure Internet Banking and Mobile App login passwords, effective 4 September. Based on member feedback, we have expanded on the instructions on how to reset passwords, as many members inadvertently deleted the previous instructions or require additional assistance. Members who use the Mobile App will not be able to access the app until they have reset their password, via Internet Banking through a web browser.

How do I reset my password? - If you know your Internet Banking password

When you attempt to login to your OCU Internet Banking on or after 4 September, you will automatically be prompted to reset your password. Follow the below steps to set up your new password:

1. Visit www.orangecu.com.au on a desktop, laptop or web browser on your phone and click on 'Internet Banking' or the orange lock icon in the top right corner. You cannot reset your password via the Mobile App. 
2. Attempt to login with your existing credentials, including the CAPTCHA if you are on a desktop or laptop. You will then be prompted to enter your password again and generate a SMS One-Time Password.
3. Click on 'Get SMS' to have your SMS One Time Password generated and sent to your mobile phone. Please note that if you haven't yet set up your OTP, this is now mandatory as of 1 August and you will need to contact Your Team Orange to proceed. 
4. Enter the OTP you received into the required field, along with your existing Internet Banking password. 
5. Create a new password that meets the below minimum requirements and reenter to verify the new password.
6. Click 'Save' to log in. You will then be able to log into the Mobile App as normal. Note that if you use a PIN or Face ID to login to the Mobile App, this will not change. 

How do I reset my password? - If you DO NOT know your Internet Banking password

1. Visit www.orangecu.com.au on a desktop, laptop. You cannot reset a forgotten password via a tablet, browser on your phone or through the Mobile App. 
2. Click on 'Internet Banking' in the top right-hand corner and then 'forgot password' under the CAPTCHA box. 
3. Enter your member number and date of birth. Please be mindful to enter your date of birth in the correct format as displayed on this page. You will then be prompted to generate a SMS One-Time Password.
4. Click on 'Get SMS' to have your SMS One Time Password generated and sent to your mobile phone. Please note that if you haven't yet set up your OTP, this is now mandatory as of 1 August and you will need to contact Your Team Orange to proceed. Enter this into the field and click on save. 
5. Create a new password that meets the below minimum requirements and reenter to verify the new password.
6. Click 'Save' to log in. You will then be able to log into the Mobile App as normal. Note that if you use a PIN or Face ID to login to the Mobile App, this will not change. 

What are the new minimum requirements?

• a minimum length of 8 characters
• a maximum length of 39 characters
• made up of characters from at least 3 of the following groups: - uppercase - lowercase - numbers - punctuation marks or special characters (passwords can include any characters except for: ' ^ & < >)

Please contact Your Team Orange if you are still unable to access the Mobile App, however we are experiencing a high volume of calls and members visiting the branch. We appreciate your patience and will get back to everyone as soon as we are able to. If you are not able to hold, please leave a message with your name and member number or request a call back.