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Internet Banking Guide/FAQs

Internet Banking Guide/FAQs

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  1. Registering for Access to Internet Banking
  2. Passwords
  3. Logging In
  4. Screen Display
  5. Transacting (including statements)
  6. BPAY
  7. Miscellaneous
  8. Handy Browser Hint
Talk to us

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.
Passwords
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. ^

Logging In

Q: Can I change my user ID ?
A:
Please contact us if you wish to change your user ID. 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. 

If you are having issues with Chrome please click here

If you are having issues with Internet Explorer click here

If you are having issues with Mozilla Firefox click here

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.
Screen Display
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.
BPAY
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?
A:

  1. 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.
  2. Click the Modify button to view or modify details of a future dated payment.
  3. Click the Delete button to delete, and therefore cancel a future dated payment.
  4. 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. 

Miscellaneous
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: 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 5 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. 

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.

Consult your browser's Help facility to find out how to change your browser's settings to accept cookies. At the end of your session our application always removes any cookies we have placed on your PC. Be assured we do not use cookies for any purpose other than to monitor the status and integrity of your current session.