Registering for Access to Internet Banking
Q: How do I register for the Internet banking service?
A: You can download a copy of our application form and return it by mail, or request a copy of the form over the phone, by email or by using our general enquiry form. Or simply apply at one of our branches.
Q: After filling in my application form to use Internet Banking, how long will it take before I can use online banking?
A: Usually within 48 hours you will receive an email from us confirming your application. If you apply at one of our branches your temporary password will be provided immediately. Then log in to Internet Banking, and key in your member number and temporary password.
You will be prompted to change your password on first accessing Internet Banking.
Q: What if I forget my password?
A: You should contact us to reset your password as soon as possible.
Q: How many times can I attempt to log in with my password?
A: Internet Banking will allow three login attempts before blocking access to your accounts. Contact your branch or call us during business hours for information about getting your password reset, or follow the instructions in "What if I forget my password?".
Q: Sometimes the system rejects what I have chosen as my new password. Why is that?
A: Here are some rules for passwords:
Passwords must be at least 5 characters long and no more than 12 characters.
They cannot have any blanks, or spaces, embedded in them. ^
Q: Can I change my login name?
A: You can change your login online. A new login must consist of both letters of the alphabet and contain at least one number and not have any blanks or spaces embedded in it.
Q: Why is the Internet Banking login screen not appearing?
A: You may have a pop-up blocker on your browser. To allow the window to appear try the following methods:
If using Microsoft Internet Explorer:
If using Mozilla Firefox:
Q: Why are my Member Number and password not being accepted?
A: The most likely reason is that you have typed your user name or password incorrectly. You must type your password exactly as you did when you changed it. Check your Number Lock Key. For more information about passwords please refer to the Question "Sometimes the system rejects what I have chosen as my new password. Why is that?".
Another reason could be that your browser's Internet Options or Preferences settings do not allow acceptance of cookies.
Q: When I enter my member number and password and click the Sign On button, the box is clear. Why is this?
A: There may not be a problem. When you enter your details the screen clears momentarily for privacy and security reasons. The Internet banking system should appear within 10 seconds. Alternatively, if the screen seems to freeze then your browser might not have the high level of security encryption required to access online banking.
Q: Why do I always need to scroll down to see the full screen on each option?
A: This may be because your display settings are set to a resolution of less than 800 x 600. You can check these via the "Control Panel" display settings if you are using a Microsoft Windows operating system. If you are unsure of how to check or modify your display settings please contact your PC maintenance service or the dealer from whom you purchased the PC.
This may also occur because you have added a toolbar to the window display. If you are unsure of how to check this, please contact your PC maintenance service or the dealer from whom you purchased the PC.
Q: Why is it that some boxes or buttons on my browser's window are not displayed correctly?
A: Your PC could be running out of assigned memory. Close down some other applications you have open, to free up memory. Your display settings may not be correct for your monitor, or you may not be using the correct driver for your monitor. Please contact your PC maintenance service or the dealer from whom you purchased the PC.
Transacting (including statements)
Q: What is a transaction list?
A: A transaction list is a list of all your transactions over a period of time that you select. It is similar to a statement. (Note: This account transaction list does not constitute the account statement the Bank is required to issue to you in accordance with the terms and conditions applicable to your account.)
Q: How far back can I print off my account transactions?
A: You can print a list of your transactions, up to 12 months previously. You can also download your transaction history to a variety of money managing software packages.
Q: If I load a future BPAY payment, how many times will it try to debit my payment?
A: Internet Banking will attempt to debit the money five times. If sufficient funds are not available after the fifth attempt, the payment will not be made.
Q: What is the cut-off time for BPAY payments I want to be made today?
A: Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.
Q: Why do I receive a message saying my Customer Reference Number is invalid?
A: Please check your bill to ensure you have entered the number correctly. Ensure you have not entered any spaces between the numbers. If you still receive the message, please contact the payee and check the details.
Q: Why do I receive a message saying my biller number is invalid?
A: BPAY payments can only be used to pay bills bearing the BPAY logo. Please check your bill to ensure the logo appears. Also, please check your bill to ensure you have entered the biller number correctly.
Q: How can I check that a BPAY payment has been made?
A: You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY payments will appear along with any other transactions you have made.
Q: Why hasn't my BPAY payment gone through?
A: This can happen if you did not click the 'Confirm' button on the BPAY - Confirmation screen. Cleared funds must be available in your nominated account for the payment to be made. If you have scheduled a payment to be made in the future, you must ensure that there are sufficient funds in your account to cover the payment on the day before the payment is due.
Q: What happens if I make a mistake with a future dated payment or want to cancel it?
Click on the Future Payments button. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.
Click the Modify button to view or modify details of a future dated payment.
Click the Delete button to delete, and therefore cancel a future dated payment.
After you have deleted or modified the payment, click the Confirm button.
Q: If I cancel my Internet Banking access, will this cancel my BPAY payments?
A: No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your online banking access.
Q: I tried to download Adobe Acrobat Reader and it displayed a message 'corrupt file'. What should I do?
A: Your PC may be timing out before the download is complete. Try one more time.
Q: When I click on the Internet Banking Login button on the Bank website I get a web page with 'old browser detected' on it. I've tried using Internet Explorer, Safari and Firefox. What's wrong?
A: Internet Banking requires the latest web-browser technology - either Microsoft Internet Explorer 8, Google Chrome 35, Mozilla Firefox 3.6 or Safari 5.
Q: Can I gain access to Internet Banking from overseas?
A: Yes. So long as you have Internet access and remember your member login and password, you can access all Internet Banking functions from anywhere in the world. Please ensure that you maintain strict control over your password details. In addition, ensure that the PC you are using has the latest virus protection and is secure.
Q: How long can I leave the Internet Banking site open on my PC?
A: Internet Banking will time out after 15 minutes of inactivity. We recommend that you never leave your Internet banking site open if you leave the computer you are working on. Log out of Internet Banking and re-enter at a later time if required.
Q: Why do I sometimes receive a display with the message "System is not Available"?
A: Sometimes we perform housekeeping functions on the Internet server. These only take a couple of minutes but can interrupt service while they are in progress. We advise you to wait a couple of minutes until the system is available, or to close down your browser, wait a moment and try again. If problems persist please contact us.
Microsoft Internet Explorer, Google Chrome, Mozilla Firefox or Safari should be used to access the internet banking service. Full production release versions of these products must be used - never use beta versions.
The minimum version numbers of these browsers that you should use to access the internet banking service are Internet Explorer 5.01 and later, Google Chrome 35, Firefox 1.0.4 or later, or Safari 5. Do not use lower versions of the browsers than those stated. Amongst other things, they may not be able to implement 128-bit encryption successfully.
Always use the 128-bit encryption version of these browsers. Take care when downloading them as the version number may be the same for both the strong and weak encryption versions of these browsers.
Use your browser's Help function if you are unsure of your browser's current version number or whether your version supports 128-bit encryption outside the United States of America.
Information for Apple Macintosh and iMac Users
Sasfari 5 is the preferred browser, if your operating system version is supported by it. Otherwise Netscape versions 6.2 and above are recommended. We suggest that you select the 128-bit strong encryption version with a Java component.
If you still encounter problems, we recommend that you upgrade your Apple operating system to OS X 10.2 or above.
XPMicrosoft Windows XP operating system
If you are using the Microsoft XP operating system and Internet Explorer displays a white screen and no more after logging in to Internet Banking, you should first ensure that you have the Java option ticked in Internet Explorer: Tools menu, Internet Options, Advanced tab. If this was not ticked then you should select it by clicking the box. You must then restart your computer to activate the Java option.
If you run the Microsoft Windows XP operating system on your personal computer and the Java option is not listed on the advanced tab, it is probable that Microsoft Corporation has not supplied software known as a Virtual Machine for Java (JVM), with your version of XP. Your PC requires a JVM to use the internet banking service.
Microsoft supplied a JVM with earlier versions of its Microsoft Windows operating system but discontinued the practice with Windows XP. However, Microsoft has configured XP to alert you when you load a web page that requires a JVM, and invites you to download and install it. If you reject this download request, you may not receive the download prompt again.
You can download and install the necessary software by going to www.java.com and downloading the Java Runtime Environment (JRE) software..
NB: Never download information or files to your PC that you believe may be harmful or contain viruses.
Note: You do not need to download and install the JRE to use the internet banking service if you have upgraded your personal computer to XP from an earlier version of Microsoft Windows, as the JVM is retained. However, you will need to download and install the JRE if you performed a clean install of XP after deleting the older operating system.
Note: If the JVM download prompt is not displayed when you use a Java applet for the first time following a clean install of XP, and you use Internet Explorer, this may be because the 'Enable Install On Demand (Internet Explorer)' check box is not selected in your Internet options. To view this check box, select Tools, Internet Options, Advanced tab in Internet Explorer.
Handy Browser Hints
Q: How do I know what the version number of my browser is?
A: These browsers display their version in a box as they load on your PC. Alternatively Click on Help in the menu bar of the browser and then click on About. The version number and level of encryption security (Cipher Strength) will then be displayed. If it is 40-bit or 56-bit, you will need to upgrade your browser.
Microsoft Internet Explorer users can do this through Microsoft's Download Centre web page. Please note this will take some time as the browser program and add-ons can be quite large. We encourage you to regularly check for browser (and operating system) updates to keep up with security improvements. Refer to Microsoft's Windows Update web page for more information.
If you are unsure of how to do this, please contact your PC maintenance service or the dealer from whom you purchased the PC.
Q: What browser settings must I use to permit access to the Internet banking system?
A: Although it is not possible for us to define the particular settings for all types and versions of internet browsers, we suggest that the browser you use should:
have 128-bit encryption security
enable acceptance of cookies,
screen settings at 800 x 600.
These are normally included as your browser's default settings and can be checked by selecting Tools, Internet Options.
We recommend that you disable any settings your browser may have for automatic completion of names and passwords. Never accept any offer from your browser to save or remember your password.
If you are unsure of how to check or alter these settings, please contact your PC maintenance service or the dealer from whom you purchased the PC or the organisation from whom you obtained the browser.
Q: What is my browser cache?
A: This is where the browser stores pages it has received over the internet. It does this so that it can speed up your internet sessions by only downloading files that have changed.
Q: How do I clear my browser's cache?
A: We suggest you consult your browser's Help function. If you cannot find out how to clear your browser's cache there, please contact either your PC maintenance service, the dealer from whom you purchased the PC or the organisation from whom you obtained the browser.
Q: What are cookies?
A: Cookies are small data packets that can be stored on your computer by an application you are interacting with over the internet.
To use our application your browser must be instructed to accept cookies. Your browser may be set to do this already, in which case you may be unaware that cookies are being exchanged between our computers. If not, you will probably receive messages from your browser asking whether you want to accept cookies.