In Australia, financial institutions like NAB are required by law to verify the identity of their customers. While you might be familiar with the traditional "100-point" system used for in-branch visits, NAB now offers modern digital verification methods that are designed to be faster and more convenient for most customers.
If you are opening a new account or have been asked to verify your details, the bank will typically guide you through an electronic process first. If your situation is more complex—such as being a minor, needing to use foreign documents, or preferring an in-person check—you can still complete the verification at a local branch using traditional documentation.
Key Information
| Category | Details |
|---|---|
| Verification methods | Digital (via app/InfoTrackID) or in-person at a branch. |
| Processing time | Digital verification is typically immediate; branch visits depend on wait times. |
| General eligibility | Applicable to all new and existing customers requiring identity confirmation. |
| Key requirements | Original documents (e.g., Passport, Driver's Licence, Birth Certificate, Medicare card). |
To open an account or complete verification at NAB, you must meet the Australian 100‑point identification system using original documents or certified copies. Below are the current NAB document categories and acceptable combinations to “100% pass” identification.
Primary Photographic ID documents (Section A – choose ONE)
- Current Australian passport or one expired within the last 2 years
- Current foreign passport
- Current Australian driver’s licence (with photo)
- Current foreign driver’s licence (with photo)
- Australian Proof of Age/Identity card
- Foreign national identity card with photo and signature/ID number
Primary Non‑Photographic ID + Secondary ID (Sections B + C)
- Section B (choose ONE primary non‑photo):
- Australian or foreign birth certificate
- Australian or foreign citizenship certificate
- Current Pension, Health Care or Seniors card (Australian Govt)
- Section C (choose ONE secondary):
- Utility bill (issued within last 3 months)
- Rates notice (last 3 months)
- ATO notice (last 12 months)
- Current Medicare card
- Defence Force photo‑ID
- Australian firearms licence
- Financial benefits statement (last 12 months)
- Statement from education institution for minors
Special Provision ID documents (Section D)
- International travel document (non‑passport)
- Indigenous/Torres Strait Islander community reference
- Written reference for special purpose
- Indigenous community proof of ID card
- NAB customer document
- Death certificate
Certified copies & foreign‑language documents
- All documents must be originals (in‑branch) or certified true copies by an NAB‑approved certifier such as a justice of the peace, police officer, lawyer or notary.
- Foreign‑language documents require accredited English translation before submission.
Non‑resident or visa‑holding customers
- Must provide proof of visa and at least 6 months remaining validity
- Evidence of Australian address plus foreign address or citizenship documentation
- All ID must be certified by a notary, consular officer or equivalent authority.
How to submit your documents
- Upload via NAB mobile app using photo-based verification
- Scan and email certified copies if requested by NAB
- Visit a branch with originals or certified copies including the statement: "This is a true copy of the original document which I have sighted."
Troubleshooting Common Verification Issues
- MFA or Login Issues
Cause: Digital verification portals often send an OTP (One-Time Password) via SMS. If you don't receive it, your registered phone number may be outdated.
Fix: Check your phone signal and ensure you are not blocking messages from unknown senders.
Fallback action: If you cannot receive the code, call the number provided in the bank’s original correspondence to update your contact details. - Browser or App Errors
Cause: Biometric scans require specific browser permissions (camera access) and a stable internet connection. If the app or portal freezes, your permissions might be blocked.
Fix: Go to your device’s settings, ensure the browser or app has permission to use the camera, and refresh the page.
Fallback action: If the tech continues to fail, take your physical documents to a branch instead of persisting with the digital portal. - Locked Account or ID Access Issues
Cause: If you attempt to verify your identity with documents that don't match your bank profile (e.g., maiden name vs. married name), the automated system may flag your account.
Fix: Double-check that the name on your application exactly matches your provided ID.
Fallback action: Visit a branch with proof of name change (e.g., marriage certificate) to have your profile updated manually by a staff member.
Pro-Tip: If you are visiting a branch for an ID check, bring more documents than you think you need. Having a primary photographic ID (like a passport) combined with a secondary document (like a utility bill or Medicare card) helps ensure you meet the requirements, even if one document is deemed ineligible by the system.
Frequently Asked Questions
Q: What counts toward the traditional 100 points of ID?
While electronic verification is now the standard, branches still rely on the 100-point system for complex cases. Typically, a passport or birth certificate acts as your primary document (70 points), while a driver’s licence or Medicare card acts as secondary proof (30 points). The system requires you to provide enough documentation to reach a combined 100 points. If you do not have these specific items, your best next step is to call the bank's support team to ask what alternative, government-issued documents they can accept.
Q: Can I use a digital driver's licence for verification?
This depends on the state or territory that issued your licence, as electronic verification services have specific security requirements for document scanning. In many cases, the bank requires the physical plastic card to perform the necessary security checks and barcode scanning. If your digital version is rejected by the online portal, you should present your physical plastic licence at a branch to ensure it is accepted without issue.
