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Internet Banking FAQs

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  What can I do on Internet banking?

Features include:

  • Display account balances

  • Display transaction details

  • View and print eStatements

  • Change PIN on your access cards

  • Set up One Time Password SMS Text 

  • Transfer funds within a membership or linked memberships

  • Transfer funds to external financial institutions

  • BPAY® 

  • Personalise previous payee lists

  • Future date transactions and set up regular payments

  • View loan, term deposit and payroll details

  • Display interest earned

  Will I be charged any fees for using Internet Banking?

The use of Internet Banking is a free service to Orange Credit Union members.

  How do I register for Internet banking?

You will need to register for internet banking before you can start using it. To register, please click the Internet Banking button on the Home page of our website and follow the prompts to Register. Once you register, we'll be in touch during business hours to assign your first password to login. 

  What happens when I log into Internet banking for the first time?

You will be required to read and accept Orange Credit Union’s Terms and Conditions of use for Internet Banking. 

When logging in for the first time, you may be automatically prompted to choose a new password. Remember not to choose a password that is the same as your member number, or that is sequential letters or numbers. To maintain security, your chosen password must comply with the below:

  • Minimum of 6 characters in length

  • Maximum of 16 characters in length

  • Must contain letters and numbers

  • You may use a combination of lower and upper case letters, numbers and symbols

  • Do not include the following characters and/or spaces: < > /

  Is Internet banking secure?

We have placed the utmost importance in ensuring that your personal details, funds and account information remain secure from unauthorised access. Internet Banking has various security features that protect both you and us. These include:

  • Password anonymity

  • One Time Password SMS Text for increased security

  • Member chosen password

  • Timeouts for inactivity when session opened

  • Host system security

  • Audit trails

  • Account accessibility parameters

Internet Banking employs 128 bit encryption of data sent to and from the site to ensure that no information can be intercepted and read by others (encryption scrambles the data that is sent on the line to stop people who may try to tap or hack into Internet communications). 

  Two levels of security for your protection 

We take the online security of your money very seriously. That’s why we use the latest systems and technology to ensure your savings are safe with us.

We combine 128-bit encryption and sophisticated firewalls with 2-tier authentication to offer the highest online protection for your money and information. This enhanced security system might seem like a hassle at first, but it’s really simple to set up and use!

Simple login (tier 1 authentication)

Tier 1 allows you to access simple services like account balances and transaction history. It’s what you’re probably already used to – logging in with your member number and password.

One Time Password (tier 2 authentication)

Tier 2 is needed to protect your money when it moves or you update your details. It ensures that it is really you making the changes or moving money. For this, you need to add an extra security level of a One Time Password. With One Time Password, a secure code is sent to your mobile phone via text.

  What are the Internet Banking Limits? 

Our current internet banking daily limit is $4,000 with One Time Password. Should you require a temporary or permanent change of a higher daily limit or to have some of your accounts on Internet Banking as "view only" please contact us. 

  What browser should I use with Internet Banking?

We recommend you use the most up-to-date version of your preferred browser. These include: Internet Explorer version 11 or higher, Firefox version 2 or higher and Safari version 3 or higher.

  Can I use Internet banking if my membership is two to sign? How do I transact if the account is two to sign?

Yes, you can use internet banking for two-to-sign accounts. Use your Member number and password to log in. Conduct the transaction as normal. The transaction will be stored and await approval from the other authorised party before it is activated. It will appear as a Pending Transaction at the bottom of the Transactions menu.

  Can I change my password?

Yes. If you feel that your password may be known by someone else or you are not happy with it, you may change your password at any time. As part of our ongoing security, we will also require you to change your password every 180 days. To change your password, simply click on the Forgot My Password link on the login screen for Internet Banking. To change your password online, you will need One Time Password SMS Text. 

  What if I forget my password or it does not work?

If you forget your password, simply click on the Forgot My Password link on the Internet Banking login screen. You will need a One Time Password to change your password online or contact our office during business hours.

If the password you selected does not work, it may be because it does not meet the criteria for a secure password. Remember not to choose a password that is the same as your member number, or that is sequential letters or numbers. To maintain security, your chosen password must comply with the below:

  • Minimum of 6 characters in length

  • Maximum of 16 characters in length

  • Must contain letters and numbers

  • You may use a combination of lower and upper case letters, numbers and symbols

  • Do not include the following characters and/or spaces: < > /

  What do I do if my access to Internet Banking becomes locked?

If your Internet Banking is locked you will need to reset your password. You can reset your password on the login screen using Forgot My Password (you will need a One Time Password) or contact us during office hours. 

  How long do transfers to another party take?

Orange Credit Union uses Osko for external transfers. If you are transferring funds to another institution who uses Osko, then the transfer is usually immediate. If not, then the transfer could take up to 48 hours depending on the receiving institution. 

  How do I transfer to other accounts within Orange Credit Union?

You can transfer funds within your own membership and you can now also transfer funds to other memberships within Orange Credit Union. You will need to know the membership number and Savings or Loan type you want to transfer funds to.

For example to transfer to the S6 of member number 12345, you would need to enter "123456S6". To process an internal transfer you will need to select the Transaction Menu then select the Transfer option from the drop down list.

  Can I transfer funds to another financial institution?

Yes. You can make payments to payees at other financial institutions. The details you need to provide to make a payment are BSB, account number, account name, reference and the amount to be paid.

Please ensure that the details you provide are correct to avoid the payment being delayed or returned to Orange Credit Union.

To process an External transfer you will need to select the Transact Menu then select the Credit External option from the drop down list. You will then be asked to enter the details of the payment.

Please be aware, unless you are registered for One Time Password, you will not be able to transfer more than $500 per day outside of Orange Credit Union.

  What numbers do I need to deposit funds or direct debit from my account?

To deposit funds or direct debit from your account it is best to give your Alternate Reference (or External Account) Number. Your ARN is a 9-digit number that is easily understood by banking systems outside of Orange Credit Union.

Each of your accounts will have a separate ARN.

Please find the ARN for each of your accounts on Internet Banking under Services & Help / BSB Information.

  Why do I get a BSB error when making an external funds transfer?

 When making external payments, the BSB number must be in the correct format. The BSB should read nnnnnn. The BSB for Orange Credit Union is 802129.

  Is BPAY® available through Internet Banking? 

Yes. BPAY® is a facility that is available to all users of Internet Banking.To transfer funds using BPAY, you will need:

  • A Biller Code – between 4-6 digits, which should be located on your bill.

  • A Customer Reference Number – also located on your bill, usually near the Biller Code. The number of digits varies from biller to biller.

You can enter a description for the payment to refer to in the list of saved billers.

You can also select Schedule Payment on this screen to set up a recurring BPAY transfer, in much the same way as you would for a normal electronic funds transfer.

  Can I print a statement through Internet Banking?

Yes. Under the "Accounts" menu select Online Statements where you can download PDF statements to view or print. 

  Can I manage what I see in my Personal payee list?

Yes. We often pay so many bills that, over time, the information stored in our previous payee list becomes obsolete or just too long to manage. You can delete or edit details for both BPAY® and Transfer External.

  Can I schedule BPAY® and External Transfer Payments for a future date? Can they be more than one off payments?

Yes. Transactions may be future dated and may be set to run as either one off, weekly, fortnightly, monthly, quarterly or yearly. You can also set an end date. 

  Are future dated payments debited from my account at the time the payment is processed by me?

No. All future dated payments are set up like a periodical payment. You only need to ensure that there are sufficient available funds in your account on the due date of the payment.

Future dated payments can be viewed, edited or deleted from the Future Dated Payments menu. Modifications to scheduled payments must be processed at least one working day prior to the specified payment date.

  Connection Expiry issues?

After 5 minutes of inactivity, Internet Banking has been set to automatically log-out and force you to log back in by re-entering your password. 

 

 

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