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To help you find the information
you need quickly, Handy Hints have been divided into categories.
Note:
For information on Browsers and Security issues click the Browser
Requirements and Security hyperlinks on the login screen.
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 8 characters. You can enter more than 8
characters, but only the first 8 will be taken into account.
- They cannot consist only of
numeric digits.
- They cannot consist only of
letters of the alphabet.
- They cannot have any blanks, or
spaces, embedded in them.
- They are case sensitive.
You cannot use the words Password,
Passwrd, Passwd, or Secret. These are too easy for someone else to guess.
Here are some examples of invalid
passwords:
- 65782345 - All numeric
- 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/doggy
- MeAndU2
- Ur@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.
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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:
- Accounts that require two or
more signatures for over the counter transactions
Note: Please contact us for further
details about our policy on allowing access to these types of accounts
via the Internet Banking service. The Conditions of Use menu in your
Internet Banking service also provides further information.
- 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.
What do I need to do before I
begin to use the External Transfers option?
Please contact us and an operator will load the BSB and Account details of
the payee. These details will then be available for your selection in the
BSB & Account drop-down list. This saves you from entering the details
each time you use this option.
When using Funds Transfer, how
do I transfer money to another membership?
To enable you to select another membership account to transfer money to we
need to load the membership number and account type for you. You can then
select the details from the To Account drop-down list. Please contact us for
further details.
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 Preview button. This allows you to view all
transactions in the selection before printing.
4:
Click the Print button to print the selected transactions. A maximum
of 100 transactions can be printed at any time.
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.
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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