Internet Banking Handy Hints

Login

Why are my Member Number and password not being accepted?

The most likely reason is that you have typed your user name or password incorrectly. Remember, passwords are case sensitive. You must type your password exactly as you did when you changed it. Check your Caps Lock key! For more information about passwords please refer to the Question "Sometimes the service 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. For more information about cookies please click the Browser Requirements hyperlink on the login screen to refer Browser Requirements information.

Sometimes the system rejects what I have chosen as my new password. Why is that?

Here are some rules for passwords:

  • Passwords must be at least 6 characters long and no more than 12 characters.
  • They cannot consist only of letters of the alphabet, must contain at least 2 numbers.
  • They cannot have any blanks, or spaces, embedded in them.
  • They are case sensitive.

Here are some examples of invalid passwords:

  • my Dog - Contains embedded space
  • m1dOg - Less than 6 characters
  • mydoggie - Contains only alphabetic letters

Here are some examples of valid passwords. Do not use these examples because any person trying to gain unauthorised access to your accounts will very likely try them first by virtue of them being published here:

  • 123a456
  • my/doggy34

  • Ur21@isp

We recommend that you change your password regularly.

Why do I sometimes receive a display with the message "System is not Available"?

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.

Why do I get a blank white screen after login?

At this stage the system is 'thinking' and gathering your member details. A loading screen will appear shortly, followed by your Account Summary details. During times of heavy network traffic you may need to allow a few minutes for this to display. We apologise for any inconvenience.

When I enter my member number and password and click the Sign In button, the boxes clear. Why is this?

You browser does not have the high level of security encryption required to access online banking. For more information click the Browser hyperlink on the Login screen.

Funds Transfers and Transactions

When I want to conduct a Transfer or Payment, not all my accounts appear in the account drop-down lists. Why is that?

There are some accounts you cannot Transfer Funds to or from, or Make a Payment from. These are not shown in the drop-down lists and include:

  • Closed accounts
  • Dormant accounts
  • Accounts where the primary signatory has not been verified for the purposes of the Cash Transactions Reporting Act
  • Investment accounts
  • Accounts that require prior notice for withdrawal
  • Accounts that do not have any available funds
  • Loan accounts, other than Line-of-Credit accounts
  • Funds Transfer will display a loan account in the From Account drop-down list only if your loan has a Redraw facility, and we permit online access to the account.

Sometimes I cannot Transfer Funds to a loan account. Why is that?

You cannot transfer funds to a loan account, other than a Line-of-Credit account, if that sum would place the loan account in credit.

Sometimes when I Transfer Funds to another Savings account it does not increase the available funds of that account. Why is that?

Some Savings accounts require deposited funds to be retained for a certain minimum period before they can be withdrawn. The available funds of these accounts are not increased until that minimum number of days has expired.

Why is it that sometimes when I perform a funds transfer, or an ATM or EFTPOS transaction, a record of the transaction does not appear when I go back and review my transaction history?

All transactions performed after our close of business are processed on the following business day, this is when they will appear on your transaction history. However, the available funds balance of the account is updated immediately and displayed in the Accounts Summary screen.

Why is it that when I Make a Payment the transaction does not appear on my transaction history immediately and it does not update the available funds balance of the account immediately?

Payments are produced by creating a one-time payment authority on our banking system. The payment authority will be processed on our next business day and this is when it will be posted to your account and displayed on your transaction history and available funds balance. As with the use of cheques, it is your responsibility to ensure that there are sufficient funds available in the account to cover the payment or external transfer.

You can verify immediately that the payment authority has been created, via the Scheduled Payments & Transfers option.

When I perform a Transfer or Payment I receive a Reference Number. What is this?

The Reference Number is a unique number that enables you to reconcile the transaction you have performed over the Internet with your periodic account statement. It also enables us to quickly investigate any queries you may have about transactions you have performed.

How can I check that my future dated funds transfer has been made?

You can check that it has been processed by viewing transaction details using the Transaction History option. Select the Accounts main menu, and then select the Transaction History sub menu item to display this option.

Why hasn't my future dated Funds Transfer gone through?

This can happen if you did not click the Yes button on the Funds Transfer - Confirmation screen.

Cleared funds must be available in your nominated account for the transfer 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.

How do I schedule a regular transfer?

1: Select the account to and from which the transfer is to be made, and enter the transfer amount.
2: Choose a Frequency other than 'Once only' from the Frequency drop-down list, for example, Weekly. Different fields will be dynamically displayed on the screen.

Note: If the Frequency field does not display, then we have not enabled the regular transfer feature at this stage.

3: Enter, or click the calendar icon in the Commencement Date field to define the date the first transfer is to be made.
4: Enter the number of payments to be made for your regular transfer in the Number of Payments field (this is inclusive of the first payment) OR you may leave this field blank for an ongoing transfer.

How do I view or cancel my future dated transfer?

1: Click on the Future Transfers button. You now have the option to view or cancel a future dated transfer.

Note: If the Future Transfers button is not displayed you do not have any outstanding future transfers entered via Internet Banking.

2: Click the Display hyperlink to view details of a future dated transfer.
3: Click the Delete hyperlink to delete, and therefore cancel a future dated transfer. After you click the Delete hyperlink you will be asked to confirm the deletion.

How can I check all the transactions that I have made during a certain period of time?

1: Define your selection details using the options displayed on the Transaction History screen.
2: Define the date range you require in the From Date and To Date fields. ALL transactions in that range will be displayed when you click the Display or Download button to display the transaction details on screen, or download to your PC.

How do I print a list of my selected transactions?

1: Define the criteria for your selection using the options displayed on the Transaction History screen.
2: Click the Display button, the transaction history for the selected account is displayed.
3: Click the Print button to print the selected transactions.

How do I download my transaction details for use with my financial software?

You need either Quicken® or Microsoft Money® financial software installed on your PC.
1: Define all your selection details using the options displayed on the Transaction History screen. Ensure you select a file format suitable for your financial software from the Format Type (for Download only) drop-down list.
2: Click the Download button, a file containing your selected transactions with a ".qif" extension will be created in a nominated location on your PC. A maximum of up to 250 transactions can be downloaded at one time.

You will need to use your financial software to view the file downloaded. For further information please reference HELP in your financial software.

When I download my transactions to my PC for use with Microsoft Money®, the item saves with a ".qif" extension. How can I use this in Money®?

To view the file in Money®, use the Money® import facility under the file menu.

BPAY

What is the cut-off time for BPAY payments I want to be made today?

Payments made before 4.30pm (Eastern Standard Time) on a business day will be processed on the same day. Payments made after this time will be processed on the next working day.

How do I schedule a regular BPAY payment?

1: Select the account from which the payment is to be made, and enter the payment details.
2: Choose a Frequency other than 'Once only' from the Frequency drop-down list, for example, "Weekly". Different fields will be dynamically displayed on the screen.

Note: If the Frequency field does not display, then we have not enabled the regular payment feature at this stage.

3: Enter, or click the calendar icon in the Commencement Date field to define the date the first payment is to be made.
4: Enter the number of payments to be made for your regular transfer in the Number of Payments field (this is inclusive of the first payment), OR you may leave this field blank for an ongoing payment.

How do I schedule a 'once only' BPAY payment to be made in the future?

You need to use the BPAY Payments screen to do this.
1: Define the accounts to and from which the payment is to be made, the transfer amount, and the frequency of the payment. If you choose a frequency other than 'Once only' from the Frequency drop-down list different fields will be dynamically displayed on the screen.

Note: If the Frequency field does not display, then we have not enabled the regular payment feature at this stage.

2: Click the calendar icon and select the date the payment is to be made.

Why do I receive a message saying my Customer Reference Number is invalid?

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.

Why do I receive a message saying my biller number is invalid?

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.

How can I check that a BPAY payment has been made?

You can check that it has been processed by viewing transaction details using the Transaction History option. When you use this option details of your BPAY payments will appear along with any other transactions you have made. Select the Transaction History sub menu item from the Accounts menu to display this option. Refer to 'How can I check all the transactions that I have made during a certain period of time?' for more information.

Why hasn't my BPAY payment gone through?

This can happen if you did not click the Yes 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.

What happens if I make a mistake with a future dated payment or want to cancel it?

1: Click on the Future Payments button in the BPAY option. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.

Note: If the Future Payments button is not displayed you do not have any future payments entered via Internet Banking.

2: Click the Modify hyperlink to view or modify details of a future dated payment.
3: Click the Delete hyperlink to delete, and therefore cancel a future dated payment. After you click the hyperlink you will be asked to confirm the deletion.

Display

Why is it that some boxes or buttons on my browser's window are not displayed correctly?

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.

Why do I always need to scroll down to see the full screen on each option?

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.

The calendar I use to select dates for Transaction History or Download Transactions inserts year 2100 instead of 2000. Why is that?

Most probably, your PC is not Y2K compliant. Either ask your PC maintenance service or the dealer from whom you purchased the PC to check it for Y2K compliance, or type the date in the To Date and From Date boxes instead of using the calendar facility.

Direct Debits

What is a direct debit hierarchy?

When you are paying suppliers via direct debit, we use a direct debit hierarchy to determine which account the payment will be made from. This hierarchy sets out the order in which you would like your accounts to be debited. The payment will be made from the account you place as number one in the hierarchy. If this account has insufficient funds, the payment will be made from the account you have placed second, and so on. You can choose to nominate just one account, or up to five.

What is the difference between "Default" and "Specific Supplier" direct debit hierarchies?

You can choose to set up an individual direct debit hierarchy to be followed when making payments to specified supplier. This is a "Specific Supplier" direct debit hierarchy.

If we receive a direct debit and cannot find a Specific Supplier direct debit hierarchy for that supplier, we will debit your accounts in accordance with your Default direct debit hierarchy.

Miscellaneous

I connect to my internet banking service using Microsoft Internet Explorer 5. When I click on the padlock symbol to view the security status of my connection I receive the message "This certificate has failed to verify for all of its intended purposes." Does this mean my connection is not private and secure?

Rest assured that your privacy and security are not compromised in any way. The suppliers of our Digital Certificate, Verisign and Microsoft have acknowledged that the message is misleading and they are working to correct it. In all other respects the connection is working correctly. Verisign supply more detail at the following site: www.verisign.com/cus/srv/kb/global/global0008.html.

If you want to try to prevent the message from appearing, click the Windows Update option from the Tools menu to display Microsoft Windows Update information. Review this information for details of relevant updates that you may install to correct this issue.

Browser Requirements

Microsoft Internet Explorer or Netscape Navigator should be used to access the internet banking service. Netscape Navigator is part of the Netscape Communicator application package.

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 6.0 and later or Netscape v6.2 and later. 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, or contact Microsoft or Netscape Communications, 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

If you are experiencing problems using Internet Banking on your Apple computer, we recommend that you download a Netscape browser, free of charge, for the Apple Macintosh and iMac environments.

Netscape 7 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 with the Netscape browser, we recommend that you upgrade your Apple operating system to OS X 10.2 or above.

You can download the browser from the following web site: www.netscape.com.au.

Microsoft Windows XP (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 JIT 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 JIT option.

If you run the Microsoft Windows XP (XP) operating system on your personal computer and the JIT 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.

Note: You do not need to download and install the JVM 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 JVM 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

How do I know what the version number of my browser is?

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 Center 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.

Netscape users need to be online to check their level of encryption - click on Help, then Software Updates. Please note that version 6 of Netscape is currently incompatible with the Online Banking program. Also see message below for Netscape users.

What browser settings must I use to permit access to the Internet banking system?

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,
  • enable Javascript and SSL3 security,
  • 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.

What is my browser cache?

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.

How do I clear my browser's cache?
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.

What are cookies?

Cookies are small data packets that can be stored on your computer by an application you are interacting with over the internet. We use cookies to monitor the state of our server's connection with your computer.

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.

Security

We employ a number of security techniques, including 128-bit encryption and digital certificates, for your protection. Access to the internet banking system is limited to authorised members.

What browser settings must I use to permit access to the internet banking system?

The browser you use must enable acceptance of cookies, Javascript and SSL3 security; however, it is not possible for us to define the particular settings for all versions of the recommended internet browsers. These recommended settings are probably included in your browser's default settings.

Note: Cookies are only used for authentication purposes.

We also highly 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 for your particular browser, please contact either your PC maintenance service, the dealer from whom you purchased the PC or the organisation from whom you obtained the browser.

Can computer Viruses affect my internet banking security?

It is possible that some viruses may record the user numbers and passwords that you use for internet services including internet banking. Internet email is probably the most common way that viruses are introduced. Files that are downloaded from internet sites, or that you receive from others, may also contain computer viruses.

You must ensure that the computer you use to access the internet banking service is free of computer viruses. We strongly recommend that users of the internet banking service install anti-virus software that can detect, intercept and remove viruses.

We also strongly recommend that you update your anti-virus software frequently and scan your computer regularly. Most anti-virus software vendors often update their virus signature files and virus defence mechanisms to protect against new computer viruses that are being created frequently.

To ensure the integrity of the internet banking service the servers that we use contain anti-virus features and do not contain any internet email software.