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Internet Banking Help
How to set up a password
To gain Internet Banking access you need to register with us to receive an 8 digit password. If you have a Telephone Banking passcode, you can call us.
The password you will be issued with is a default password only. The first time you log into Internet Banking, you will be prompted to change the default password we have given you to a new, secret password known only to you. If you fail to log into Internet Banking and change your default password, the Internet Banking access will be automatically de-activated after 30 days.
The new password can be any combination of numbers, letters (case sensitive), or a combination of both numbers and letters.
Locked out/forgotten password
If you have forgotten your Internet Banking password, then it will firstly need to be reset by us. You will need to call us or visit a branch. We will reset your Password to a default password. Once your Password has been reset and you log in to Internet Banking, you will be prompted to change the default password to your own personalised password. You will be able to access Internet Banking immediately.
You can do this online. Simply log in to Internet Banking, click on the ‘Service Options’ icon at the top right of the page and follow the prompts.
Getting started in Internet Banking
For your security we recommend you always log out of Internet Banking using the log out button, and that you never disclose you passwords to anyone. Our system will automatically log you out if there is no activity after 10 minutes.
Members are required to enter a ‘Factor Two’ Secure SMS passcode or VIP token passcode when you perform a transaction or payment or access any maintenance screens, or statement history.:
VIP Security Tokens
If you use the VIP Security Tokens as a secondary level security system, you will be prompted to load the passcode from your Security Token. There are two types of VIP security token:
VIP Security tokens will only be required if you are unable to utilise the Secure SMS facility.
SMS Secure Code is a free service for members. Members will receive an SMS or voice message with details of the transaction being performed, plus a secure one-off code which they will be required to enter in Internet Banking to authenticate the transaction.
Register or change Secure SMS
As a new member you will be presented with a registration screen when you first logon to IB. To amend your registration details, simply access the Secure SMS menu under Service Option via Internet Banking.
What if I do not have a mobile phone, live outside of a mobile coverage area, reside overseas and do not have access to global roaming, or do not have a landline facility?
If a mobile phone or landline is not an option for any of these reasons you will be given the option to register for VIP mobile phone token security or applying for a VIP hardware security token.
If I previously declined registration for Secure SMS authentication can I register again for this facility?
Yes, but only after you have contacted us to have your Secure SMS facility reset to enable registration when you next logon to IB.
It is extremely important to read or listen to the full contents of the SMS text or voice message to ensure that the details agree with their original request. If you fail to read or listen to the full text or voice message prior to entering the Secure Code, you may be authorising a transaction that was fraudulently amended in transmission.
If I register a mobile or landline phone for Secure SMS, can I select an optional Home, Work or Mobile phone to receive the secure code?
Yes, when you are prompted to request an SMS code, your prime number registered for this facility will be the default number displayed, but you can choose any other phone number recorded on your membership from a dropdown box
What if the other numbers are no longer valid, can I amend them via Internet Banking?
Yes, as long as the prime number you registered for Secure SMS is still available, you can amend any other phone number recorded on your membership by simply accessing the Update Contact Details from the Service Options within Internet Banking
Will I be able to register a new primary mobile or landline number?
Yes, but only if you still have your original mobile or landline phone. The Secure Code is sent to your original mobile or landline phone, with the confirmation message sent to your new mobile or landline phone following successful registration.
What if I do not have my original mobile or landline phone?
If you do not have your original mobile or landline phone you will be required to contact us to have the number amended.
Can I use the Secure SMS on Internet Banking while overseas?
Yes, as long as you have a nominated Australian mobile phone number which has access to global roaming and the country offers a compatible network.
How can I check if the Country I am visiting, or residing in, has access to global roaming?
You will need to contact your mobile phone service provider.
Is there a time limit to enter the Secure SMS code when authenticating a transaction?
Yes, there is a 5 minute time-out limit and the code generated is only valid for the transaction for which it was generated.
What happens if I receive a Secure SMS or Voice message and I am not currently logged into Internet Banking?
You should contact us immediately to have the matter investigated.
How do I update my mobile or landline number in Internet Banking?
To send a secure Message to us click on ‘Your Member Messages' or to change your Internet Banking Password, click on ‘Service Options’.
If you have a question, click on IB Help for more information on Internet Banking, or call our Member Contact Centre on 13 25 85 from anywhere in Australia.
Take a Guided Tour
If you would like to take a full tour of the features of Internet Banking before you use the service yourself, simply click Internet Banking Tour.
Daily Transaction Limits
A daily transaction limit of $50,000 applies for Internal Transfers. General and life members have a daily External Transfer limit of $5,000. The daily External Transfers limit for ‘Package’ members (pinnacle +plus) is $10,000 and for Business members it is $25,000.
BPAY® is a bill payment system accessed through Internet Banking and the Account Information Line. BPAY® is a flexible and convenient bill payment service, which allows you to pay a variety of bills using available funds in your Access Savings accounts.
BPAY bills at a future date
You can ‘future date’ BPAY® payments up to 60 days in advance. This is a handy option as you can date payments for a few days before your bill is due or on a day when your pay (or other credits) will be in your account. You must make sure you select to pay your bill two business days before it is due.
BPAY View® is a bill presentment service that enables members to receive and view bills electronically in the secure environment of Internet Banking. To register for BPAY View®, simply click on ‘BPAY View®’ in Internet Banking and enter your registration details as prompted.
If you have registered your Biller through Internet Banking you will receive your billing information with the next normal billing cycle. You will be alerted that the new bill has arrived via the email address you nominated during registration. If you elect to pay the bill, Internet Banking will interface to the normal BPAY® screen which pre-populates the information and you can then elect to pay or schedule payment for a future date.
The Batch Transaction facility is available to Business or SmallBiz members. This facility allows these members, with single or multiple signatory access to process transactions as a batch transaction or Cemtex transaction.
How can I access Batch Transactions?
You can access the ‘Batch Transactions’ link from the left menu in Internet Banking if you are registered for this service. You will also require Secure SMS or VIP token security authentication to access process batch transactions.
How do I register for this service?
You will be required to complete both an Internet Banking application form (if you are not already registered), as well as registering for the new Business Banking service.
Can any SMALLBiz and Business Accounts with Internet Banking facilities perform batch transactions?
No – Business Banking batches can only be performed on the following accounts:
When will fees be charged to my account?
They appear as a batch payment fee on your monthly Statement.
Is there a fee for failed transactions?
No - failed transactions within a batch or Cemtex file do not attract a fee.
What transactions can be done within a batch?
What is a Cemtex File and how is it created?
A Cemtex file is created by the member utilising their own business accounting software, such as MYOB and Quicken. The file must conform to the Australian Payments Clearing Association (APCA), Direct Entry file format before it can be uploaded into the Business Banking Internet Banking Batch Transactions.
Can different signatories have different levels of access within the Internet Banking Batch facility?
Yes, the following are the different levels of authority that can be assigned to signatories:
If there are two to sign and both signatories have full access, can one signatory create and submit the batch?
No - if there are two to sign, then the second signatory will need to sign in and submit the batch. When the first signatory creates the batch they will receive a message “the batch is in pending state waiting for approval from the required signors before processing”.
If there are two to sign, and there are 3 signatories with different levels of access, are only two of the signatories required to sign in and approve and submit the batch?
Signatory 1 - full access
Signatory 2 - create and update
Signatory 3 - create, update and approve
All three can create and update the batch, but only the signatory with full access can submit the batch. So signatory 2 or 3 can create and approve, but signatory 1 will have to sign in last to submit the batch.
If there are two or more signatories to operate an account can they do batch payments?
Yes - if your account has two or more to sign, then the batch can be created by one signatory, but will remain in a pending state until the other signatories to the account logon to approve and submit the batch.
What will the status of the batch display when there are two or more signatories?
The batch status for the member creating the batch will display "waiting for approval by others", whereas the status for the final signatory will display "waiting for approval by you"
Can I use multiple savings accounts to process Batch Payments?
No - you are unable to debit different accounts within the same batch
If transactions within a batch fail, can I re-submit the failed transactions without having to delete the successful transactions?
No - partial batches cannot be posted. If the batch is re-processed, the system will process the previous successful transactions as well. In this case you are better off to load a separate batch for the failed transactions.
What happens if I set up a future dated batch and there are not sufficient funds in the account at the appropriate time and part, or the entire batch, rejects? Will the system try to reprocess the batch, or the rejected transactions?
No - If transactions are unsuccessful on the nominated ‘Batch date”, you have the option of receiving an email notification of the ‘failed’ transactions and you can then resubmit the failed transactions by creating a new batch.
Can I re-submit a processed batch?
Yes - simply select update on the batch and you can either “update” the existing transaction on the batch or “add transactions” then select the “process batch “option. If the batch has been processed within the last 5 days you will get an alert message regarding a possible duplication, then the option to proceed.
Can I change the name of a batch?
Yes - the batch name can be changed when the batch is first established.
Can I change the name of a batch already processed?
No - you can update and resubmit a batch that has already been processed, but can’t change the name of that batch.
Can a batch be submitted twice in error?
Yes - However, if you attempt to re-submit a batch already processed, there is a red warning message that comes up
(***WARNING Possible duplicate batch***.)
You then have the choice of continuing or cancelling.
If I re-submit an existing batch, can I then change any of the details in that batch before resubmitting e.g. the account number, transaction amount, from account etc.? Can I also change the name of the batch?
No - not all details can be amended within an existing batch and then resubmitted. You can update some details within the batch by clicking on the batch e.g. Batch 1, click on the drop box and select update.
The option is available to change the savings account the batch will debit, delete a batch entry, add a new transaction or change the amount of a batch entry before reprocessing.
No - The batch name cannot be changed from the original batch name e.g. Batch 1 sent on the 12/10/2007 is still called Batch 1 sent on the 14/10/2007. You can go into batch history and view details of the Batch 1.
Can I resubmit the Cemtex File that has already been sent?
No - There is the option to view, delete and see the history of the sent Cemtex file but it cannot be resubmitted or updated (refer following exception for processing rejected transactions).
If transactions fail within a Cemtex file, do I have to create a new Cemtex file with the rejected transactions?
No - Uploaded Cemtex batches can simply be re run and only FAILED transactions will be posted. All you have to do is select update on the Cemtex file and process batch. If all the transactions have processed successfully then you do NOT have the option to update and process that batch, you have to create a new Cemtex file. This option would generally only be required if the transactions failed as your daily transaction limit was reached and you elected to process the failed transactions on a subsequent date when your daily limit was restored.
Can I change the name of the Cemtex file?
Yes - but only when you select to “upload Cemtex batch file”. The Cemtex batch ID can only be changed at this stage.
Can I be notified if transactions in a batch or Cemtex file reject and the reason?
Yes - In Internet Banking (Service options/Preferences) you can enable the option to “receive email options” for Batch/Cemtex Transactions and enter the email address you want the notification sent to.
Once this is done and updated you will then receive a confirmation of registration by email.
Whenever a batch or Cemtex file is submitted for processing, you will receive an email notification with details of the submitted batch and file.
After the batch or Cemtex file is submitted, you will receive confirmation of a processed batch. This includes successful transactions and notification if a transaction has failed and why. Failed Cemtex transactions can be re-submitted.
Will my Internet Banking daily limits be reduced by the Cemtex and Batch transactions?
No - Business Banking Limits are separate to Internet Banking Limits, so any transaction performed in Business Banking will not affect the normal daily transaction limits in Internet Banking, only the Business Banking daily limit.
What limits apply to Business Banking?
Business members’ daily limits are $50,000 (Internal Transfer), $25,000 (External Transfer) and $40,000 (BPAY).
How long is the Business Banking batch and Cemtex history retained?
Current batch history will remain, but is limited to a maximum of 50 batches. You do have the option to delete the batch details if required.
When I set up a batch or a Cemtex file do I need to put in a process date?
When there are two or more signatories to operate the membership, one signatory can create the batch (or cemtex file) without updating it. It remains on the summary status as NEW until the second signatory signs in at a later date to confirm (approve) the batch and submit it. At this time you select the process date as either a future date, or the date it is submitted.
When there is only one signatory to operate and that signatory has full access, as long as you just update the batch and do not select process batch (or Cemtex file), it also remains on the summary status as NEW until the signatory selects process batch and selects the date it is to be processed.
Can a batch contain different processing dates within the same batch?
No - All transactions within the batch have to be processed on the same date. After completion of the batch transactions there is the option to change the date for the batch, but this affects all transactions within the batch or Cemtex file.
Can a batch be created for an amount greater than the Business banking Daily limit and only transactions within the batch fail when the daily limit is reached?
Yes - a batch can be created for an amount greater than the Business Banking daily limit and transactions within the batch will only be processed until the daily limit is reached.
What time limit applies to complete batch transactions?
The normal time limit for Internet Banking will apply. If there is no activity after 10 minutes, you will be automatically logged out.
Is there a limit on the number of transactions in either of the Batch transactions or Cemtex File transactions?
Yes - Cemtex files are limited to 200 transactions, but there is no limit for manually loaded batch transactions.
Member Messages is a secure message system that will enable you to send and receive secure messages regarding your accounts at the credit union within Internet Banking and will be available in the menu at the top right corner of Internet Banking. This is a secure facility and our response will be found in your ‘Member Messages’.
This communication method requires Secure SMS or VIP Token security. If you do not use Secure SMS or VIP Token security please use ‘Contact Us’ (link), (this method is not secure so please be vigilant with your personal information).