To help you find the information you need quickly, Handy Hints has been divided into the following categories.

• Login
• Funds Transfers and Transactions
• BPAY
• Display
• Direct Debits
• Miscellaneous

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:

• cat 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

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.

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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.

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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.

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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.

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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.

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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.

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