Internet Banking FAQs

How do I register for Internet Banking service?

• Apply online
• Request a form over the phone by calling 13 61 91
• Email
• Apply at a branch

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

• Usually within 48 hours you will receive an email from us confirming your application. Your password will only be given to you over the phone and only once you have been appropriately identified you will then be able to log on to Internet Banking using your credentials.

What if I forget my Internet Banking password?

• If you forgot your Internet Banking password, and you have a mobile phone number registered with us, please click on the 'Forgot password' link on the Internet Banking login page and follow the prompts to reset your password. An SMS Verification code will be required. If you don’t have a registered mobile phone number, please call our Member Contact Centre on 13 61 91 during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am). Please note that you are able to reset your Internet Banking password only if your access is not blocked; Internet Banking allows three login attempts before blocking your access as fraud precaution.

What do I do if my Internet Banking access is blocked?

• Your Internet Banking access will be blocked as fraud precaution after three unsuccessful login attempts. If you have exhausted the three login attempts resulting in your access being blocked, please fill out this form or call our Member Contact Centre on 13 61 91 during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to unblock your access. .

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

• 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

What is an SMS Verification Code?

The SMS Verification Code is a unique code which is sent to your registered mobile phone number as an extra level of security on your Internet Banking.

How does it work?

The SMS Verification Code creates a random temporary six digit code which is sent to your registered mobile phone number. You will be required to enter this six digit code into your Internet Banking. It is important that your mobile number is correct and always up to date.

When do I need to use the SMS Verification Code for Internet Banking?

Once registered you will be prompted to request a SMS Verification Code for the following functions:

• Adding a new payee

• Paying a new payee

• Modifying an existing payee or payment

• Updating your contact details

• Updating or resetting password details

Will I be charged for SMS Verification?

We do not charge a fee to use your mobile phone for SMS Verification. However, your mobile phone service provider may impose fees and charges for sending and receiving messages. You should contact your provider if you have any queries in relation to fees and charges.

How long is the SMS Verification Code available for?

To protect your account the SMS Verification Code is only available for 5 minutes and only valid for a single session.

What happens if I receive an SMS text and I'm not currently logged into Internet Banking?

Please contact us immediately on 13 61 91  (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am).

How do I update my mobile number that is registered for Internet Banking SMS Verification?

Please contact us on 13 61 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to change your registered phone number.

Can I use the same mobile on two different Internet Banking logins?

Yes.

Can an SMS Verification Code be sent to two phones?

No, you can only register one mobile number per SMS Verification Code registration.

Can I lock myself out of Internet Banking when I put in the incorrect secure SMS Verification code?

You will have a total of 3 attempts to input your SMS Verification Code before you are locked out. If you become locked out, please contact us on 13 16 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to reset your account.

How do joint members or business members register for SMS Verification?

Internet Banking logins are assigned at the individual client level. Joint members and business members will still log onto Internet Banking with their unique log in details. Each individual will need to register for SMS Verification.

What if I have difficulty meeting the above requirements to receive an SMS text?

Please contact us on 13 61 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to see how we can assist you.

Why is the Internet Banking login screen not appearing?

• You may have a pop-up blocker on your browser enabled. To allow the window to appear, please change your settings to allow Sydney Mutual Bank to open pop-ups.

Why is my Member Number and Password not being accepted?

• The most likely reason is that you have typed your Member Number or Password incorrectly. You must type your Password exactly as you did when you changed it. Check your Number Lock Key. For more information about passwords please refer to the Question "Sometimes the system 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.

When I enter my Member Number, Password and Date of Birth and click the Login button, the box is clear. Why is that?

• 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.

What is a transaction list?

• 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 account transaction list does not constitute the account statement Sydney Mutual Bank is required to issue to you in accordance with the terms and conditions applicable to your account).

How far back can I print off my account transactions? 

• You can print a list of your transactions, up to 12 months prior. 

Is there a daily limit for electronic transactions?

• Yes. Please refer to our Fees & Charges and Transaction Limits for maximum daily limits for external electronic transfers and NPP.

Is there a daily limit for BPAY transactions?

• Yes. Please refer to our Fees & Charges and Transaction Limits brochure for maximum daily limits for BPAY transactions.

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

• Internet Banking will attempt to debit the money five times. If sufficient funds are not available after the fifth attempt, the payment will not be made.

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

• Payments made before 4.00pm (EST) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

Why do I receive a message that says 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 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.

Why hasn't my BPAY payment gone through? 

• 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 before the payment is due.

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

• 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.

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

• No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your online banking access.

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.

Can I gain access to Sydney Mutual Bank's Internet Banking from overseas?

• Yes. 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.

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

• Internet Banking will time out after 15 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.

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.

Please ensure you are always on the latest version of your browser to ensure internet banking works correctly.