Internet Banking Guide

Q: How do I register for the Internet banking service?

A: You can apply by using our online form, or at our office.

Q: After filling in my application form to use Internet Banking, how long will it take before I can use online banking?

A: We will process your request during business hours. Once you have been appropriately identified and a password has been set-up, you are able to log in to Internet Banking.

You will be prompted to change your password on first signing into Internet Banking.

Q: What if I forget my Password?

A: You can reset your password on Internet Banking using One Time Password (SMS text only) or contact us during business hours. 

Q: How many times can I attempt to log in with my Password?

A: Internet Banking will allow three login attempts before blocking access to your accounts. 

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

A: Here are some rules for Passwords:

• 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: < > /

Passwords are case sensitive. 

Q: Why is the Internet Banking login screen not appearing?

A: You may have a pop-up blocker on your browser. To allow the window to appear try the following methods:

If using Microsoft Internet Explorer:

• Open Internet Explorer.
• Go to Tools Menu.
• Go to Pop-up Blocker > Pop-up blocker settings.
• Type in the address for our Internet Banking login page in the "Address of website to allow:" box and click "Add" button.
• Click "Close" button.

Please review other methods to allow pop-ups based on your operating system (eg Chrome, Safari, Firefox etc). Please also note that Windows Edge may cause issues with external payments on Internet Banking - if that is the case, please use Chrome or Internet Explorer to access Internet Banking.

Q: Why is my Member Number not being accepted?

A: The most likely reason is that you have typed your Member Number incorrectly. Another reason could be that your browser's Internet Options or Preferences settings do not allow acceptance of cookies.

Q: When I enter my Member Number and click the Sign On button, the box is clear. Why is this?

A: There may not be a problem. When you enter your details the screen clears momentarily for privacy and security reasons. The Internet Banking system should appear within 10 seconds. Alternatively, if the screen seems to freeze then your browser might not have the high level of security encryption required to access online banking.

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

A: This may be because your display settings are set to a resolution of less than 1024 x 768. You can check these via the "Control Panel" display settings if you are using a Microsoft Windows operating system. This may also occur because you have added a toolbar to the window display.

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

A: 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.

Q: What is a transaction list?

A: A transaction list is a list of all your transactions over a period of time that you select. It is similar to a statement. (Note: This transaction list does not constitute the statement the Credit Union is required to issue to you in accordance with the terms and conditions applicable to your membership.)

Q: What are eStatements?

A: eStatements are a PDF version of the printed statement you would normally receive in the mail. Electronic statements are available Internet Banking under Accounts / Online Statements and include statements for more than 5 years previous for viewing or printing.

Q: If I load a future BPAY payment, how many times will it try to debit my payment?

A: Internet Banking will attempt to debit the money over five consecutive days. If sufficient funds are not available after the fifth attempt, the payment will not be made.

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

A: Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

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

A: 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.

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

A: 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.

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

A: You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY payments will appear along with any other transactions you have made.

Q: Why hasn't my BPAY payment gone through?

A: This can happen if you did not click the 'Confirm' 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 the payment is due.

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

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

1. Click the 'Modify' button to view or modify details of a future dated payment.
2. Click the 'Delete' button to delete, and therefore cancel a future dated payment.
3. After you have deleted or modified the payment, click the 'Confirm' button.

Q: If I cancel my Internet Banking access, will this cancel my BPAY payments?

A: No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your Internet Banking access.

Q: I click the Internet Banking Login button and web page with 'old browser detected' on it. What's wrong?

A: Internet Banking requires the latest web-browser technology - either Microsoft Internet Explorer 11, Chrome, Mozilla Firefox or Safari.

Q: Can I gain access to Internet Banking from overseas?

A: Yes. You will need Internet access, your Member Number and password, One Time Password (if applicable) and then you can access all Internet Banking functions from anywhere in the world. Please ensure that you maintain strict control over your password details. In addition, ensure that the PC you are using has the latest virus protection and is secure. We recommend that you never access Internet Banking on a PC in a public location such as a library or Internet cafe.

Q: How long can I leave the Internet Banking site open on my PC?

A: Internet Banking will time out after 5 minutes of inactivity. We recommend that you never leave your Internet Banking site open if you leave the computer you are working on. Log out of Internet Banking and re-enter at a later time if required.

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

A: 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.

• Microsoft Internet Explorer 11+, Chrome or Mozilla Firefox should be used to access the Internet Banking service. 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+ and Firefox 3.5+. Microsoft Edge is not recommended.
• 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.

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

A: 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 Centre 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.

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

A: 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 1024 x 768

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.

Q: What is my browser cache?

A: 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.

Q: How do I clear my browser's cache?

A: 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.

Q: What are cookies?

A: Cookies are small data packets that can be stored on your computer by an application you are interacting with over the Internet.

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.

• Internet Banking Guide
• Mobile App Guide
• Phone Banking Guide
• Mobile Banking Guide
• Website Guide
• One-Time Password Guide
• Online Security Guide
• Visa payWave Guide