Online Banking Help

If you've forgotten your Internet Banking Access Code, you can easily reset it from the Internet Banking Login screen. To reset your Access Code:

• Click the 'Forgot your Access Code?' link below the login button
• Enter your Client Number and Date of Birth in the fields provided and click 'Next'
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click 'Next'
• Enter your new Access Code in the fields provided and Click 'Save'

If you already know your Internet Banking Access Code, but would like to change it, simply:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Change Access Code'
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided
• Enter your current Access Code and your new chosen Access Code in the fields provided
• Click the 'Change Access Code' button at the bottom of the page

Your Online Banking Daily Transaction Limits, limit the maximum amount of money you can send per day from all accounts that you own using Internet Banking or the Mobile Banking app. You choose what your limits are for each Transaction Type up to a Maximum Allowable Limit. The Maximum Allowable Limit for each Transaction Type is shown below.

You can change your limits at any time in Internet Banking. To change your Online Banking Daily Transaction Limits:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Daily Transaction Limits'
• Update each of your limits to your preference from the drop-down of options provided
• Click the 'Get SMS' button to be sent an SMS Secure One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click 'Submit'

Daily Transaction Limits are cumulative and apply to transactions made via our Internet Banking and the Mobile Banking app and to all your accounts. Terms and conditions apply. For more information, read our Guide to Banking Services.

• Login to Internet Banking
• Select 'My Accounts' from the top menu of options, then select 'Statements'
• If any of your accounts are registered to receive electronic statements (eStatements), they will be listed on the screen here.
• Click on the 'Unread' link beside the Statement in the table to view the PDF statement on your screen

You can register to receive eStatements for each account in Internet Banking by updating your Statement Preferences. To update your Statement Preferences:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Statement Preferences'
• For each account displayed on the screen, select whether you would like to receive a Paper Statement or an eStatement. You can also change how often you would like to receive Statements by updating the 'Statement Frequency' for the account.
• Click the 'Next' button at the bottom of the page.
• Click the 'Get SMS' button to be sent an SMS Secure One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided, read the 'Consent to receive eStatements' and click 'Save' at the bottom of the page.

To view how much Interest you earned and paid for the Tax Year:

• Login to Internet Banking
• Select 'My Accounts' from the top menu of options, then select 'Interest'
• From the provided drop-down menu, select the Tax Year you'd like to view
• The interest you earned and paid will now appear on the screen for each of your accounts, broken down by 'Interest Bearing Accounts' (i.e. Term Deposits, Savings Accounts etc.) and Loan Accounts (i.e. Home Loans, Personal Loans etc.)

Please note: Your Tax Accountant may still request to see this information printed on Auswide Bank letterhead. You can request a copy of this from your local branch or by calling our Customer Hub on 1300 138 831 between 7AM and 7PM AEST weekdays (excluding Public Holidays).

Within Internet Banking, you can update your Phone Numbers, Email Address, Residential and Postal Addresses. To update any of this information:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Update Contact Details'.
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click the 'OK' button at the bottom of the screen.
• If you want to update a Contact Number or Email Address, select the 'Contacts' tab at the top of the page. Otherwise, if you want to update an Address, select the 'Addresses' tab at the top of the page.
• Update any relevant information on the screen, using the provided fields.
• Click the 'Update Details' button at the bottom of the page. The page will automatically refresh and save your changes without leaving the page.

When asking people to transfer money to your account you should provide them with your BSB (which will always be 645-646) your XREF Number (displayed under each account in Internet Banking) and your Account Name.

The "Account Number" displayed in Internet Banking is an internal Account Number and can only be used for transferring between Auswide Bank accounts (internal transfers).

To lock or cancel a Visa Debit Card or Low Rate Visa Credit Card:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Manage Cards'
• Click on the card you would like to lock or cancel
• Select either 'Lock Card' or 'Report Card as Lost or Stolen' from the 'What would you like to do?' drop-down field. Reporting a card as lost or stolen will prompt a card re-order to your registered mailing address.
• Continue to follow the prompts on the screen and click either 'Lock' or 'Stop' buttons at the bottom of the page.

To lock or cancel a Platinum Rewards Mastercard, you will need to use your Card Services login.

To activate a Visa Debit Card or Low Rate Visa Credit Card:

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Manage Cards'
• Click on the card which is pending activation
• Select 'Activate Card' from the 'What would you like to do?' drop-down field.
• Enter the expiry date printed on the new card (using the floating keyboard) in the Enter Expiry Date field. The date should be entered in 'MM YY' format.
• Click the 'Activate' button at the bottom of the page.

To rename your account (i.e. give it a nickname):

• Login to Internet Banking
• Select 'Settings' from the top menu of options, then select 'Account Settings'
• Scroll down to the applicable account and enter the name you'd like to give it in the Nickname field next to the account.
• Click the 'Save' button at the bottom of the page to save your changes.

To search for transactions in Internet Banking:

• Login to Internet Banking
• From the home screen ('My Accounts') click on the account you want to search. It will expand and show a preview of the most recent transactions against the account.
• Below the preview transactions click the 'View all Transactions and Account Details' button.
• At the top of your transaction listing select either 'Quick Search' or 'Advanced Search'. A Quick Search allows you to search by Transaction Description, Credits/Debits, and/or Transaction Amount. An Advanced Search allows you to search by Transaction Description, Credits/Debits, Receipt Number, Cheque Withdrawal Number, Date Range (e.g. between [start date] and [end date]), and/or Amount Range (e.g. between [amount from] and [amount to]).
• Enter any search criteria you'd like to search and click the Search Transaction button.

Important: Please note, Internet Banking is limited to how much data it can search for at once (i.e. limit on the bytes of data). It's best to enter a search criteria which is not likely to return more than 1,000 transaction records.

To view any transfers and payments that you've scheduled to be made on a date in the future:

• Login to Internet Banking
• Click on the 'Future Payments' box at the top of your home screen ('My Accounts'). This will show a drop-down list with a preview of some of your upcoming Future Payments.
• Click on one of the future payments to view the details for the payment or click 'View All' to see a list of all your Future Payments.

You can also view your Future Payments by selecting 'Payments' from the top menu of options and then selecting 'Future Payments'. If you do not have any Future Payments scheduled, no Future Payments will be displayed on the screen.

Unfortunately, this feature is not currently available in Internet Banking. We expect to deliver this feature in Internet Banking this year. Stay tuned!

While this feature is not available in Internet Banking, you can still change the PIN on your Visa Debit or Low Rate Visa Credit Card at any Auswide Bank branch or ATM.

• Login to Internet Banking
• Click on the 'Inbox' icon in the top right-hand corner of the top menu (next to the 'Logout' button) to be taken to your Secure Messages Inbox
• Click the 'New Message' button
• Select a category from the 'Category' drop-down field. This helps our team assign your message to the correct person.
• Enter the subject for your message in the 'Subject' field.
• If the message relates to a specific account, client number or Payment Instruction, select the account, client or payment instruction from the 'Message relates to (optional)' drop-down field.
• Enter your message in the 'Message' field
• Click the 'Send' button at the top of the page to send your message to us.

When we send a reply to you, you will be able to view our reply from your Inbox as well.

To add a new BPAY Biller:

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'Address Book'.
• Your Address Book acts like your Contacts library on your phone and contains a list of both your Payees and BPAY Billers. Click on the BPAY tab at the top of the screen to display your list of BPAY Billers.
• Click on the 'Add New Biller' button
• Enter the Biller Code for your new BPAY Biller in the 'Enter Biller to search for' field and click the 'Search' button. If the Biller Code is correct the Biller Code and Biller Name fields will appear on the screen pre-populated.
• Enter an easy to remember Nickname for the Biller in the 'Nickname' field (e.g. Phone Bill)
• Enter your Customer Reference Number in the 'Customer Reference Number (CRN)' field. This number should be displayed with the Biller Code on one of your recent bills.
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click the 'Save' button at the bottom of the screen.

To save you time, you can also add new Billers when making BPAY Payments

To add a new Payee:

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'Address Book'.
• Your Address Book acts like your Contacts library on your phone and contains a list of both your Payees and BPAY Billers. Click on the Payees tab at the top of the screen to display your list of Payees.
• Click on the 'Add New Payee' drop-down field and then select either 'Internal Payee' (i.e. another Auswide Bank customer other than yourself) or External Payee (i.e. a customer with another Financial Institution)
• Enter the relevant Account Details for the Payee in the fields provided (e.g. BSB, Account Number, Account Name, and any preferred Transaction Descriptions/References you'd like to appear on payments to the Payee).
• Click the 'Get SMS' button to be sent a Secure SMS One Time Password to your registered mobile number
• Enter the One Time Password received in the field provided and click the 'Save' button at the bottom of the screen.

To save you time, you can also add new Payees when making transfers/payments.

To make transfers (either between your own accounts or to another payee):

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'Transfer Money'
• Select the account you'd like to transfer money from using the 'From' drop-down field
• Select the account or Payee you'd like to transfer money to using the 'To' drop-down field. If you're sending money to a Payee that you've never sent money to before, click the 'New Payee' button and follow the prompts to add a new Payee. Please note, you'll also need to request a Secure SMS One Time Password to send a payment to a new Payee.
• Enter the amount of money you'd like to transfer in the 'Amount' field. If the amount exceeds your online banking Daily Transaction Limit for the type of transfer, you may need to update your Daily Transaction Limit in Internet Banking.
• Select when you'd like the transfer to be made (i.e. Now, Once on a specific date, or Recurring on a particular dates/days. Your selection will prompt you for any further information required.
• Enter a Reference/Transaction Description you would like to appear on your statement (optional) in the 'Reference to appear on your statement' field.
• Enter a Reference/Transaction Description you would like to appear on the Payee's statement (optional) in the 'Reference for payee' field.
• Click the 'Next' button
• Review your transfer details on the screen carefully and click the 'Submit' button.
• If you'd like to be emailed a receipt for the transfer, enter the email address in the 'Email Receipt' field and Click the 'Send' button.
• Click the 'Finish' button to be taken back to your home screen.

To make BPAY Payments:

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'BPAY'
• Select the account you'd like to pay money from using the 'From' drop-down field
• Select the Biller you'd like to pay money to using the 'To' drop-down field. If you're sending money to a Biller that you've never sent money to before, click the 'New Biller' button and follow the prompts to add a new Biller. Please note, you'll also need to request a Secure SMS One Time Password to send a payment to a new biller.
• Enter the amount of money you'd like pay in the 'Amount' field. If the amount exceeds your online banking Daily Transaction Limit for BPAY, you may need to update your Daily Transaction Limit in Internet Banking.
• Select when you'd like the Payment to be made (i.e. Now, Once on a specific date, or Recurring on a particular dates/days. Your selection will prompt you for any further information required.
• Click the 'Next' button
• Review your payment details on the screen carefully and click the 'Submit' button.

To make multiple transfers at once (i.e. a Batch Transfer):

• Login to Internet Banking
• Select 'Payments' from the top menu of options, then select 'Multiple Transfers'
• Select how you would like to make the transfers from the 'Add or upload a batch' drop-down field. The 'Upload a Batch' option will allow you to upload a file containing all the 'To' account details for each transfer. All other options in this field will prompt you to manually enter each of the 'To' accounts and amounts for the transfers.
• Follow the prompts on the screen to create your 'Batch' of multiple transfers/payments.

To download a list of transactions on a particular account to an Excel file:

• Login to Internet Banking
• Select 'My Accounts' from the top menu of options, then select 'Transactions / Account Details'
• Select the account you'd like to download a transaction listing for from the drop-down field at the top of the screen
• Click the 'Download' button above the transaction listing
• Enter a date range for the transactions you'd like to download using the 'From' and 'To' date picker fields.
• Select 'CSV : Comma Separated Values, Generic Form' from the 'Document Type' drop-down field.
• Click the 'Download' button at the bottom of the screen.

If you already know your Internet Banking Access Code, but would like to change it, simply:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Settings' option from the menu
• Scroll down to the 'Security options' section and tap 'Internet Banking Access Code'. You'll need to re-enter to mobile login method (i.e. PIN, Pattern, Password, Fingerprint, or Touch ID) again to enter this section of the app.
• Enter your 'Existing Access Code' and 'New Access Code' in the applicable fields
• Tap the 'Save' button

Unfortunately, this feature is not currently available in the Mobile Banking app. To view your eStatements, you'll need to login to Internet Banking through a web browser to view your eStatements.

While this feature is not available in the Mobile Banking App, we plan to release it as an update in the near future. Stay tuned!

To register for eStatements on an account:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Settings' option from the menu
• Tap the 'Statements' option
• Select the account you'd like to update your Statement preferences for, by tapping the down arrow below the default account selected at the top of the screen and then tapping the account you'd like to update.
• Tap the 'eStatements' option under 'How would you like to view statements?'
• Tap the 'Save' button

Note: You can also customise how often you'd like to receive your statements from this screen by changing the settings under 'Frequency'.

To change how your accounts are ordered on the screen when using the app:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Settings' option from the menu
• Tap the 'Re-order accounts' option
• Tap the up and down arrows displayed next to each of your accounts to move each account up or down in order of preference.
• Tap the 'Back' button in the top right-hand corner of the app to return to your Home Screen. Your changes will be automatically saved and applied.

Please note: Re-ordering your accounts in the app, will not reorder how your accounts are displayed in Internet Banking when using a web browser, instead of the app.

Within the Mobile Banking app you can update your Phone Numbers, Email Address, Residential and Postal Addresses. To update any of this information:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'My details' option from the menu
• Tap either 'Address Details' or 'Contact details', depending on whether you're wanting to update either your Residential and Mailing Address or your Contact Details (i.e. Phone, Email etc).
• Tap the 'Send SMS code to XXXXX##' button to the sent a Secure SMS One Time Password to your registered mobile number.
• Enter the One Time Password received in the field provided and click the 'Continue' button at the bottom of the screen.
• Update any relevant information on the screen, using the provided fields. Your details will be automatically updated when you leave this screen.

To lock or cancel a Visa Debit Card or Low Rate Visa Credit Card:

• Login to the Mobile Banking App.
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Cards' option from the menu
• Swipe left and right on your cards to show the card you'd like to lock or cancel
• Tap either 'Lock' or 'Cancel and Reorder' and follow the prompts

To lock or cancel a Platinum Rewards Mastercard, you will need to use your Card Services login.

To activate a Visa Debit Card or Low Rate Visa Credit Card:

• Login to the Mobile Banking App.
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Cards' option from the menu
• Swipe left and right on your cards to show the card you'd like to activate
• Tap the 'Activate' button to activate the card

To activate a Platinum Rewards Mastercard, you will need to use your Card Services login.

To search for transactions in the Mobile Banking App:

• Login to the Mobile Banking App.
• Tap the 'Accounts' tab in the button left-hand corner of the app
• Tap on the account you would like to search transactions for
• Tap the Magnifying Glass icon at the bottom of the screen to display the search bar
• Enter a search term (e.g. Transaction Description/Narration) that you'd like to search for. As you start typing, the transaction listing will start filtering to show only transactions which meet your search term. You can also use the 'Credit' and 'Debit' toggle fields at the top of the transaction listing to filter the transactions displayed by either Credit or Debit transactions.

Note: You can also view more detailed information about a transaction, by tapping on an individual transaction in the listing.

Unfortunately, this feature is not currently available in the Mobile Banking App. We expect to deliver this feature in Internet Banking this year. Stay tuned!

While this feature is not available in Internet Banking, you can still change the PIN on your Visa Debit or Low Rate Visa Credit Card at any Auswide Bank branch or ATM.

To send a Secure Message to us:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Secure Messages' option from the menu
• Tap the 'New' button
• Enter a subject/topic for you message in the 'Subject' field.
• Select a category which best describes your query, from the 'Category' drop-down field. This information helps us quickly find the right member of our team to handle your enquiry.
• If your query is in regards to a specific account, pending payment or other instruction you have provided us, select the account or instruction from the 'Relates to' drop-down field.
• Type your message in the 'Message' field
• Tap the 'Send' button

When we send a reply to you, you will be able to view our reply from your Inbox in the 'Secure Messages' section of the app.

To add a new BPAY Biller:

• Login to the Mobile Banking App
• Tap the 'Pay' tab at the bottom of the app
• Tap 'Manage Payees' from the options displayed on the screen
• Tap the 'New' button
• Tap the 'BPAY' button
• Enter the Biller code for the new Biller in the 'Biller code' field and tap 'Validate'.
• If you entered a correct Biller code, you'll be taken to a new screen with the Biller name and Biller code pre-populated. Enter your Customer Reference Number (CRN) for the biller in the 'Reference number' field.
• If you'd like to give the Biller a friendly Nickname to help you remember them, enter the Nickname in the 'Nickname' field (optional).
• Tap the Save button

To add a new Payee:

• Login to the Mobile Banking App
• Tap the 'Pay' tab at the bottom of the app
• Tap 'Manage Payees' from the options displayed on the screen
• Tap the 'New' button
• Tap the 'BSB/Account' button
• Enter the BSB and Account Number for the Payee in the applicable fields
• Tap the 'Validate' button.
• If you entered a valid BSB and Account Number, you'll be taken to a new screen with those details pre-populated. Enter the Account Name for the Biller in the 'Account name' field
• If you'd like to give the Payee a friendly Nickname to help you remember them, enter the Nickname in the 'Nickname' field (optional).
• Enter a Description (what you will see on your Statement) that you would regularly use with this Payee in the 'Your Description' field
• Enter a Reference (what the Payee see on their Statement) that you would regularly use with this Payee in the 'Reference' field
• Tap the 'Save' button

To setup a Savings Goal:

• Login to the Mobile Banking App
• Tap the menu icon (three stacked horizontal lines) in the top left-hand corner of the app
• Tap the 'Settings' options from the menu
• Tap the 'Off/On' Toggle Switch field next to 'Savings goal'
• Tap the 'Manage gavings goal' button
• Enter your goal (e.g. New Car) in the 'What are you saving for?' field.
• Enter the amount of money you want to save in the 'How much do you need?' field
• Link the savings goal to a Savings Account where you will be saving your money, by tapping the down arrow below the default account selected under 'Link to' and selecting the appropriate account from the drop-down list of accounts
• Tap the 'Save' button

You'll now be able to track your progress by swiping left across to the 'Savings Goal' widget/graph on the Home Screen of the app.