BSB 805 050

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BSB 805 050

FAQ

Find answers to some of the most common questions from our members 

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Internet Banking

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  • How do I stop my browser from saving my Internet Banking password?

    Some recent browser updates mean that you may now be prompted to save your Internet Banking password when logging on to Internet Banking.

    If you have saved your Internet Banking password and would like to clear your saved password data, or disable the feature completely, you can do this through your browser settings.

    For security reasons, we recommend you never use this feature to store your Internet Banking password. This is of particular importance when using a public or shared computer as someone else could access your personal information without your knowledge.

    If you need help accessing your browser settings we've provided links to the main browser websites below. Please note that in some cases your browser version may be different from that in the links and you may need to search the relevant site for more specific instructions.

     

     

     

  • How will I receive a response to my Secure Mailbox?

    We will endeavour to respond to your enquiry within 2 business days of receipt. You will receive a response directly into your Secure Mailbox. Please ensure you check back regularly to see if you have a response to your enquiry.

  • What browsers and devices are supported by New Internet Banking?

    We recommend using a supported browser and device to ensure the highest level of security and best online experience.

    Desktop 
    • IE9 and above
    • Mozilla Firefox current version and previous major release
    • Google Chrome current version and previous major release

    iPhone and iPad
    • iOS7 and above

    Mobile and Tablet
    • Android default browser for Samsung Galaxy and Samsung Nexus
    • Google Chrome current version and previous major release

    Upgrade your browser to the latest version 

  • Why are you changing Internet Banking Systems?

    Our New Internet Banking System has been designed to meet the changing ways our members want to do their Internet Banking allowing you to do your Internet Banking anywhere and anytime, it is responsive in design which means it can be easily and optimally accessed by tablet or mobile phone.

    With new and intuitive navigation you can still access all the same services. It provides us with a foundation for future enhancements to the services we provide you online.

    We have recently implemented Uncleared Transactions and a number of changes initiated by feedback from our members who have been using the new site. We will continue to listen to our members and implement changes to benefit our member services.

    Need help? Try our Internet Banking User Guide or Help Video

  • What is an uncleared transaction and how is the total calculated?

    A transaction is considered an uncleared transaction when the amount is not available for use. The transaction is reflected in the Available Balance of an account. The total value of uncleared transactions is the difference between the (Balance + credit limit) and available balance, and can be made up of:

    1. Pending debits such as VISA/Paywave or Easy Pay transactions, where the debit has occurred but the funds have not been debited from the account.
    2. Cheque deposits that have not been cleared
    3. Holds placed on funds by People’s Choice for a specific reason such, as, suspected fraud, a foreign cheque deposit or an amount reserved for a significant purchase, e.g. a home.

  • Can I change the name of my accounts to something more meaningful to me?

    Yes you can, by selecting ‘Settings’ from the main menu then ‘Update Account Name’ from the slide out menu and entering the personalised name next to the Account number you want to change, that way you can personalise the account name to it’s purpose eg ‘House Expenses Account’.

  • When will my uncleared transaction be cleared?

    The clearing of an uncleared transaction will vary depending on the type:

    • Visa/Paywave - depends on the Merchant and can take up to 5 days from the date of the transaction, but is usually between 1-2 days

    • Pay Easy – depends on when the redeemer redeems the Easy Payment, but if the funds are not redeemed within 5 days from the date of the transaction the Easy Payment expires and the funds become available

    • Cheque deposit – 3 business days from the day the cheque was deposited

    • Hold – this will vary depending on the reason for the hold

  • Where can I find uncleared transactions on my account?

    Uncleared transactions are displayed in our New Internet Banking System.

    You can view these either:
    1. From the Transaction History page by selecting ‘Accounts’ from the top level menu and then ‘Transaction History’ from the slide out menu, or

    2. From the Account Balances page, by clicking on the ‘down’ arrow on the right, next to Account Balances to display the account details, and then by clicking on the red ‘Uncleared Transactions’ hyperlink.

  • What order are Saved Payees displayed for Transfers and BPAYs ?

    Saved Payees are displayed on the right hand side of the page for BPAYs and Transfers in Description order. You can select the order saved Payees are displayed by clicking on the dropdown icon to display the sort options and then selecting the option. You can also search saved Payees by clicking on the magnifying glass in the green circle above the Payee list.

    Note: payees are automatically saved when you complete the transaction, if you do not want to save the Payee, uncheck the ‘Update Billers’ for BAYs or ‘Update Favourites’ for Transfers checkbox above the Amount.

    Transfers

    Internet Banking - Pay Anyone


    BPAY
    Internet Banking - BPAY

  • How do I transfer between my accounts?

    To transfer between your accounts, select the ‘Transfer/Pay’ tab from the top of the screen and then click ‘Transfer’ from the slide-out menu. Select the accounts you wish to transfer between and enter the amount you wish to transfer. The ‘Reference’ is a personal description of your transfer and will appear on your statement.

    To set up a regular transfer or schedule the transfer for a future date, select the ‘Schedule Payment’ option and select the date
    of your first transfer, the frequency from the drop down list and the number of transfers you wish to make, or select ‘Ongoing’
    for ongoing payments.

    Enter the amount you wish to transfer. Click ‘Create Transfer’ or ‘Set Schedule’ to process or schedule the transfer.
    Confirm the details of the transaction and click the ‘Confirm’ button if correct or the ‘Edit Payment’ link if you wish to modify the payment details.

  • How do I pay a bill using BPAY?

    To pay a bill using BPAY, select the ‘Transfer/Pay’ tab from the top of the screen and ‘BPAY’ from the slide-out menu. 

    You may be prompted to complete a 2nd level of authentication, depending on whether you are registered for Secure Code Verification or Factor 2 Icons. For further details refer to the Internet Banking Guide sections:

    • 6. Secure Code Verification
    • 7. Factor2 Personal Icons

    Select which account you wish to debit from the drop down menu.
    You can change your default debit account by selecting the ’Settings’ tab and ‘General Settings’ from the slide-out menu.

    To pay an account from a previous BPAY biller, select the relevant biller from the Payees list on the right hand of the screen and you can search the Payees list for a previously paid biller by clicking on the magnifying glass in the green circle above the Payees list. You can also choose the sort order of the Payees list into description, last payment date or biller name by selecting the sort option from the drop down list.

    Enter the amount you wish to pay.

    Ensure the Customer Reference Number is correct, as some billers change this number for each bill. Ensure that ‘Update billers’ is ticked if you would like to save this biller’s information in the Payees List on the right hand side of the page.
    Click the ‘Create Payment’ button to proceed with the BPAY.
    Confirm the details on the screen, and when correct click ‘Confirm’ to finalise the payment or click the ‘Edit Payment’ link to modify the payment details.

    Internet Banking - BPAY

  • How do I transfer funds to another financial institution?

    To transfer funds to another financial institution, select the ‘Transfer/Pay’ tab from the top of the screen and then click ‘Pay
    Anyone’. 

    You may be prompted to complete a second level of authentication, depending on whether you are registered for Secure Code Verification or Factor 2 Icons. For further details refer to the Internet Banking Guide sections:

    • 6. Secure Code Verification
    • 7. Factor2 Personal Icons

    Select which account you wish to debit, from the drop down menu, enter the BSB, account number and account name of the person you wish to transfer to, including a reference and transfer amount.

    If you have transferred to this account previously, you can select the account from the Payee list on the right hand side of the screen, and you can search the Payees list for a previously paid biller by clicking on the magnifying glass in the green circle above the Payees list. You can also choose the sort order of the Payees list into description, last payment date or biller name by selecting the sort option from the drop down list.

    The ‘Reference’ will appear on your statement and will be sent with the transfer to the receiving financial institution.
    To set up a regular transfer or schedule the transfer for a future date, select the ‘Schedule Payment’ link at the bottom of the page which will display the scheduled payment required fields. Select the date of your first payment, the frequency of the payments from the drop down list and the number of payments you wish to make or click ‘Ongoing’ for ongoing payments.

    Internet Banking - Pay Anyone

  • How do I transfer funds to another People's Choice Member?

    To transfer funds to another People’s Choice Credit Union member, select the ‘Transfer/Pay’ tab from the top of the screen and then click ‘Pay Member’. 

    You may be prompted to complete a second level of authentication, depending on whether you are registered for Secure Code Verification or Factor 2 Icons. For further details refer to the Internet Banking Guide sections:

    • 6. Secure Code Verification
    • 7. Factor2 Personal Icons


    Select which account you wish to debit, from the drop down menu and enter a description, the account number (not the member number) of the person you wish to transfer to along with the first three letters of the surname (Pay To). For example, if you were transferring to someone with the surname Davidson, you would enter ‘DAV’. The same rule would apply for transfers to a business account. For example, if you were transferring to People’s Choice Credit Union, you would enter ‘PEO’. You can select the Payee from the Payees list located on the right hand of the screen or search the Payees list for a previously paid biller by clicking on the magnifying glass in the green circle above the Payees list. You can also choose the sort order of the Payees list into description, last payment date or biller name by selecting the sort option from the drop down list.

    Enter a reference and an optional email address to automatically notify your payee of this payment.

    If you wish to set up a regular transfer or schedule the transfer for a future date, select the ‘Schedule Payment’ link at the bottom of the page which will display the schedule payment required fields. Enter the date of your first transfer, select thefrequency of transfers from the drop-down list and the number of transfers you wish to make or click ‘Ongoing’ for ongoing
    payments.

    Internet Banking - Pay member

  • What should I do if I lock myself out of Internet Banking?

    For security reasons, if you enter your password incorrectly three times you will be locked out of Internet Banking. This is to protect you against an unauthorised person trying to access your bank account.


    If you are locked out of Internet Banking you can get your password reset by:

    • Selecting the ‘Reset Password’ link on the Internet banking login page. You can only use this option if you have registered a mobile number against your membership
    • Contacting our National Contact Centre on 13 11 82 . Our National Contact Centre is open 8am to 8pm (central time) Monday to Friday and 8.30am to 4.30pm (central time) on Saturdays. For security reasons our Contact centre will do an identity check before releasing your new password.
    • Using our secure online form available on our website. We'll get back to you within 24 hours of receiving your request form. During long weekends or public holidays this period may be extended to 48 hours.
    • Visiting one of our branches to request a new password. For security reasons you will need to present photo identification before a new password is released.
  • What if I cannot remember my ID and password?

    If you can't remember your password you can:

    • Call our National Contact Centre on 13 11 82. Our National Contact Centre is open 8am to 8pm (central time) Monday to Friday and 8.30am to 4.30pm (central time) on Saturdays. For security reasons our Contact centre will do an identity check before releasing your new password.
    • Use our secure online form to request your password to be reset. We'll get back to you within 24 hours of receiving your request form. During long weekends or public holidays this period may be extended to 48 hours.
    • Visit one of our branches and request your password to be reset. For security reasons you will need to present photo identification before a new password is released.
  • What should I do if I think my passwords have been compromised? 

    You should reset your password as soon as possible by:

    • Selecting the ‘Reset Password’ link on the Internet banking login page. You can only use this option if you have registered a mobile number against your membership
    • Calling 13 11 82 or visiting any branch. Our National Contact Centre is open 8am to 8pm (central time) Monday to Friday and 8.30am to 4.30pm (central time) on Saturdays. For security reasons our Contact centre will do an identity check before releasing your new password.

  • Can I change my password myself via Internet Banking?

    You can change your password at any time by selecting the ‘Settings’ tab from the top menu then ‘Change Password’ from the slide-out menu.

    You can also reset your password via the ‘Reset Password’ link on the Internet Banking Login page. To use this link you need to have a mobile number registered against your membership.

    If you are locked out due to inactivity of your Internet Banking account for 30 days or more, or because you have used the incorrect password 3 times, contact our National Contact Centre on 13 11 82, use our secure online form available on our website or drop into a branch.

  • Do I need Internet Banking to receive eStatements? 

    Yes. You need Internet Banking to be able to register and view your electronic statements.

    To register for Internet Banking, please fill out an Internet Banking Enquiry form.

    You can also register for Internet Banking in any branch or over the phone, via the National Contact Centre on 13 11 82.

  • How do I register for Internet Banking?

    To register for Internet Banking, please fill out an Internet Banking Enquiry form.

    You can also register for Internet Banking in any branch or over the phone, via the National Contact Centre on 13 11 82 .

    Need help? Try our Internet Banking User Guide or Help Video

  • Do I need Internet Banking to register for Mobile Banking?

    Yes. Mobile Banking is a revised version of Internet Banking designed to be used via mobile phones. To use Mobile Banking you must be registered for Internet Banking and have a mobile phone that allows internet access.

    Visit our Mobile Banking FAQs for more information.

  • Is it mandatory to have an email account to register for Internet Banking?

    No, you don't need to have an email account to register for Internet Banking. However, an email address is required if you want to register for Internet Banking alerts and/or eStatements.

  • Which accounts can be accessed via Internet Banking?

    You can access any type of account you have with People's Choice Credit Union. For example:

    • Home loans
    • Personal loans
    • Accounts
    • Credit cards

    You can also use Internet Banking to pay bills using BPAY®, check account balances and transaction history, schedule transfers, check your electronic statement and more.

    Check out our Internet Banking User Guide for complete information.

  • I haven't used Internet Banking in a while and I'm locked out - why?

    If you don't log in to Internet Banking for 180 days or more, your password will be made inactive, for security reasons.

    To reset your password you can:

    • Contact our National Contact Centre on 13 11 82 to arrange a new password for you. Our National Contact Centre is open 8am to 8pm (central time) Monday to Friday and 8.30am to 4.30pm (central time) on Saturdays. For security reasons our Contact centre will do an identity check before releasing your new password.
    • Complete our secure online form available on our website. We'll get back to you within 24 hours of receiving your request form. During long weekends or public holidays this period may be extended to 48 hours.
    • Visit one of our branches to request a new password. For security reasons you will need to present photo identification before a new password is released.
  • What are Factor 2 icons?

    Factor 2 is a security system to protect you from unauthorised transactions on your account and membership.
    Certain financial transactions and services require Factor 2 authentication, you will be asked to choose three secret icons. These will then be used every time you use these services in the future. Each time you perform a service that requires Factor2 authentication, you will be prompted with nine icons, including your three chosen icons, in a random order. You will need to select your secret icons in the correct order before you can perform the service.


    If you forget your Factor 2 personal icons, you can call our National Contact Centre on 13 11 82 to have them reset.

    Need help? Try our Internet Banking User Guide or Help Video

  • Can I increase my Internet Banking limit via the Secure Mailbox?

    To increase your Internet Banking limit please call us or visit one of our branches.

  • I’m going overseas soon, what information do I need to provide you with and how?

    You will need to provide us with your departure and return dates along with the country/s that you will be travelling to. 

    You can do this via Internet Banking by selecting ‘Services’ from the main menu then ‘Travel Advice’ from the slide-out menu and entering the details requested. If you are travelling to multiple destinations enter a travel note for each destination, for example, if you are visiting different countries in Europe, you will need to add each country and the dates you are visiting, separately. You can also call us on 13 11 82 and notify us of your travel arrangements.

    While we are aware that you will be using you Visa Debit card overseas, our Fraud department may still contact you if they find any suspicious transactions on your account. In the event that we may need to contact you please also provide your phone number or email address.

    The travel note will only be applied to your personal membership. If you will be travelling with another person that also holds a People’s Choice Credit Union membership, they will need to notify us.

    Please also be aware that using your Visa card overseas may incur fees for conversion. For more information visit Fees & Charges.

  • Is Internet Banking secure?

    People's Choice Credit Union uses industry-standard 128 bit SSL encryption, you will need to have have cookies and Java enabled to ensure the security of your online transactions.
    Listed below are the operating systems and browsers and devices we support, in order to ensure the highest level of security and best online experience.

    Desktop
    • IE9 and above
    • Mozilla Firefox current version and previous major release
    • Google Chrome current version and previous major release

    iPhone and iPad
    • iOS7 and above

    Mobile and Tablet
    • Android default browser for Samsung Galaxy and Samsung Nexus
    • Google Chrome current version and previous major release

    Upgrade your browser to the latest version

    Need help? Try our New Internet Banking User Guide or Help Video

  • Is there an Internet Banking user guide?

    Yes. You can find complete information about Internet Banking in our Internet Banking User Guide and Help Video

  • How can I tell when I last logged onto Internet Banking?

    A message will appear on your welcome screen as soon as you log in to Internet Banking, advising the last time you've logged in. If this is incorrect, please contact us on 13 11 82.

  • If I have a joint account, can I access another account holders Internet Banking?

    No. The information available on Internet Banking is membership based. You will have access to all accounts under your membership, including any joint accounts.

  • What services are available on Internet Banking?

    Internet Banking offers you access to your accounts online, 24 hours a day.

    Internet Banking is secure to use and gives you the convenience of choosing your own banking hours. You can:
    o View your account balances
    o View transaction history
    o View Uncleared Transactions such as pending debits and cheque deposit holds
    o Make payments using BPAY®
    o Transfer funds to any account within Australia using our Pay Easy service
    o Make International Transfers
    o Order Foreign Cash
    o Apply for loans, credit cards and check payroll details
    o Open and close accounts
    o Set up email alerts, manage your personal details and more


    You can also register for:
    o SMS Banking
    o eStatements (to receive your bank statements electronically

    Please check our Internet Banking User Guide for complete information.

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