FAQ

Mobile Banking

Most popular questions...

• I’m making a payment to a PayID but the payee’s PayID name appears to be incorrect

  If you’re unsure about the name shown, contact the payee directly to confirm their PayID name. 

• Can I link a PayID to my account?

  Not all account types are eligible to have PayIDs linked to them – please refer to the Summary of Accounts & Access Facilities Table to find out if your account type is eligible.

• What happens once I have lodged a PayID dispute?

  We’ll lodge an enquiry with the financial institution that currently has the PayID registered. We’ll be in touch with you once we’ve heard back.

• I am a business customer. Can I register my ABN/ACN as a PayID?

  Initially, you’ll only be able to create a PayID using an Australian mobile number or email address with People’s Choice. However, you are able to link your PayID to your business accounts.

• How can I move my PayID to People’s Choice?

  You can only link your PayID to one account at one financial institution at a time. If you’ve created a PayID at another financial institution, you can change your existing PayID to a transferrable status with that financial institution, then register it with People’s Choice. 

More questions...

• Can I choose my PayID name?

  When creating your PayID you’ll be provided a list of name options that reasonably represent and identify you as the account holder. You must select an option from this list.

  For example an Account Name of Jonathon Smith with a preferred name of John may be provided the following options:

  • John Smith
  • Jonathon Smith
  • J Smith
• How can I close my PayID?

  A PayID can be closed within Internet Banking or your Mobile Banking App. Simply select ‘Manage PayID’, click the applicable PayID and then ‘PayID Settings’. From there select the ‘Close PayID’ button and follow the prompts.

• How can I update the details of my PayID?

  Your PayID can be updated or closed within Internet Banking or your Mobile Banking App. Simply select ‘Manage PayID’, select the relevant PayID and then ‘PayID Settings’. From here you can update your PayID name, change the account which it is linked to, lock, close or transfer your PayID.  

• Do I need a PayID to make or receive Fast Payments?

  No, this is an option only. 

• How do I know if my payment is being sent via Osko?

  When making a payment via Osko, the Osko logo will be displayed on the Payment Confirmation screen within Internet Banking and the Mobile Banking App. You will also be shown a message on this screen stating: ‘This payment will be made using Osko and should arrive within minutes’. 

• I've sent a Fast Payment but would like my funds to be returned.

  To request a payment return you’ll need to visit a People’s Choice branch or call us on 13 11 82. We’ll then lodge a request with the receiving financial institution.  

• How will I know when I am sending a Fast Payment?

  When you make a Fast Payment, you’ll see the Osko logo on the Payment Confirmation screen in Internet Banking and the Mobile Banking App. You’ll also see a message on the same screen that says when your payment is expected to be received. A full list of participating institutions can be found here.

• Can I schedule or create recurring payments using PayID?

  No, if you would like to schedule a payment or create a recurring payment, please pay to a BSB and Account Number. Scheduled payments will not be sent as a Fast Payment, so make sure you consider this when setting your transfer dates. You can find more information in our user guide here.

• I’ve tried to create a PayID but it’s saying my email or mobile number is already in use

  You can only link your PayID to one account across all financial institutions. If you think you might have created this PayID at another financial institution, you can change your existing PayID to a transferrable status with that financial institution and then register it with People’s Choice.

  If you think someone has incorrectly registered your PayID, you can lodge a dispute by completing the ‘Dispute PayID’ process in Internet Banking or our Mobile Banking App. Follow the registration steps to create your PayID, complete the verification process and lodge your Dispute.

• What is a PayID?

  PayID is an easy way to make sending and receiving payments simpler. It allows you to link financial accounts to more common information such as your mobile number or email address.

  Your accounts will still have a BSB and Account Number, but you will be able to provide your PayID to receive payments without sharing your BSB and Account Number. You can also send money to others using their PayID.

• What is a PayID and how do I create one?

  PayID is an easy way to make sending and receiving payments simpler. It allows you to link financial accounts to more common information such as your mobile number or email address.

  Your accounts will still have a BSB and Account Number, but you’ll be able to provide your PayID to receive payments without sharing your BSB and Account Number. You can also send money to others using their PayID.

  A PayID can be created within Internet Banking or your Mobile Banking App. Simply select ‘Manage PayID’, click ‘Create New PayID’, fill in the required fields and complete the steps. For detailed instructions please view our instructional video here.

• Do I need to touch the reader with the card or device?

  No, just hold the card or device around 4cm away from the terminal.

• Will I need to press any buttons?

  No, for amounts under $200 you won’t need to touch the terminal at all. 

• Do I have to use contactless if my card has the contactless symbol?

  No, if for any reason you don’t want to use the contactless feature, you can still pay by swiping the magnetic stripe.

• Do I have to use a digital wallet to make contactless payments?

  No, you can just use your card to tap and pay if you like. A digital wallet lets you pay without even needing your card though – you can use a device, like your phone so you won’t need to carry your purse or wallet.

• Are contactless payments safe?

  Yes, it’s perfectly safe. You’re covered by Visa’s Zero Liability policy* so you won’t be held responsible for fraudulent charges or unauthorised purchases. If you use a digital wallet, it even has extra layers of security that use your device’s technology, plus it doesn’t share your account details with anyone, even the store.

  ^{*VISA’s Zero Liability policy covers Australian and New Zealand issued cards and does not apply to ATM transactions, transactions not processed by VISA or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised VISA use. Please consult your issuer for additional details. Additional VISA charges may apply. Please contact your financial institution for further details.}

• How do I make an International Transfer?

  We’ve simplified the process and now only ask for the information required by the receiving country, so you don’t need to fill out unnecessary fields in the ‘International Transfers’ section inside Internet Banking.

  • Simply begin with selecting the country you’re wanting to send the money to
  • Next, the form will display only the fields of information required for that particular country
  • Go through the required fields and click ‘send’

  If you prefer the previous version of the International Money Transfers form with all fields, simply click ‘Manual’ in the ‘To Bank section.

  You can find more information in our user guide here.

• What if I want to buy something that costs more than $200?

  You can still use your card or device, but you’ll need to enter your PIN or signature for security reasons. 

• Can I get charged twice?

  No, terminals are specifically designed to only process one payment at a time. 

• How do I find an ATM near me?

  To find an ATM near you, simply follow these steps:

  1. Sign in to thePeople’s Choice Mobile App
  2. Tap the hamburger menu
  3. Select Locate Us
  4. Enter your location in the search bar
  5. Select the green branch icon on the map to view branch details and opening hours and select the red ATM icon on the map to view ATM details.
• How do I register for Secure Code?

  Once you have installed the People’s Choice Mobile Banking App and registered -  that’s it. 

  If you choose to transact via Internet banking at any time, you can access a secure code from the hamburger menu option via your Mobile Banking App, or, simply approve the push notification received to your device.

• What is the difference between locking and closing a PayID?

  A PayID which is locked will not be able to receive payments. You can unlock your PayID at any time. A closed PayID will no longer be able to receive payments into the linked account and will be available to be registered by others who may have access to it i.e. a family email address.  

• How do I change my pin?

  To change your pin, simply follow these steps:

  1. Sign in to your People’s Choice Mobile App
  2. Go to card management
  3. Tap the card you would like to change the pin for
  4. Select Change Card PIN
  5. Enter and confirm the new PIN
  6. Tap Change.
• What do I need to be able to go contactless?

  All you need to pay by contactless is your People’s Choice Visa card. You can use the card itself, or if you like you can set up a digital wallet which means you’ll be able to use a device, like your phone or smartwatch to pay. 

• Where can I pay using contactless?

  You can pay using contactless at any terminal that has this symbol displayed. 

• How do I Tap and Pay with Google Pay, Apple Pay or Samsung Pay?

  GOOGLE PAY
  To Tap and Pay with your phone using Google Pay, simply follow these steps:

  1. Check your mobile number is up to date on your People’s Choice account via internet banking, if it is not up to date, make sure it is before continuing
  2. Register for Google Pay by downloading the Google Play App from the Google Play Store
  3. Add your People’s Choice Credit Union card
  4. Tap & Pay! There's no need to launch the App - simply wake your device to make payments.

  
  APPLE PAY
  To Tap and Pay with your phone using Apple Pay, simply follow these steps:

  1. Open the People’s Choice Mobile Banking App
  2. Tap ‘Add your cards now’ at the top of the home screen
  3. Select the card you’d like to add to Apple Pay
  4. Follow the prompts.

   

  SAMSUNG PAY
  To Tap and Pay with your phone using Samsung Pay, simply follow these steps:

  1. Download the Samsung Pay App
  2. Open the Samsung Pay app and sign in with your Samsung ID.
  3. Register your fingerprint and device passcode which you’ll use to authorise payments.
  4. Have you got a Galaxy S8 or Galaxy S8+? You can even use iris authentication!
  5. Scan or enter your People’s Choice Visa Debit or Credit card details.
  6. Verify your card details and enter the verification code.
• What are contactless payments?

  Contactless payments are a simple, safer and secure way to pay using your People’s Choice Visa card. A simple tap of your phone, smartwatch or card at the checkout is all you need to do to pay.

• Are there transaction limits for Mobile Banking?

  The current Internet Banking daily limits for transferring money to your own accounts, other memberships at People's Choice Credit Union, other financial institutions or paying bills using BPAY® apply to Smartphone Banking, so any transfers and BPAY® payments made will be included in the daily Internet Banking limit totals.

• Can I access Mobile Banking from overseas?

  If you travel outside Australia you may still have access to our Mobile Banking service. You should check with your telephone communications provider whether your mobile phone will be able to use relevant networks in those countries in which you are traveling. You might have extra charges for having your mobile on international roaming from your telephone communications provider.

• How do I make transfers and payments using Mobile Banking?

  With Mobile Banking you can:

  • Transfer money from or to your own accounts with People's Choice Credit Union
  • Transfer money to other membership at People's Choice Credit Union
  • Transfer money to other financial institutions
  • Make a payment to anyone with an account with an Australian Financial Institution via mobile or email for more information visit the Pay Easy FAQs
  • Pay a bill using BPAY®

  Tap on the hamburger menu icon in the top left hand corner of the screen to display the menu options, then select from the options available.

  Please note: Scheduled transfers can only be viewed and edited via Internet Banking and are unavailable via the Mobile Banking platform.

• How can I use Mobile Banking to pay my bills?

  If you are using the:

  iPhone App: Select the Transfer Pay/Transfer option from the Navigation bar at the bottom of the page then select Bpay and enter Payment details.  To select a Bpay from your saved favourites, select the tab on the right hand side of the Bpay screen and then select the biller details.

  Android App: Tap on the hamburger icon  on the top left of the screen to display a list of payment options , then select Bpay from the list.  If you do not logout using the logout button your session will remain actve for 1 minute.

  Accessing via Browser: Select the Bpay symbol from the top Navigation bar and enter Payment Details.   To select a Bpay from your saved favourites start typing biller details in Saved Favourites and then select the favourite from the drop down list.

• Can I register more than one member to the same smartphone?

  The PIN and Device security feature only allows one member to register to a device.  A member can register with many devices but there can only be one member registered to a single device.

• How can I register a different member on my smartphone?

  To register a different member number to a device that has already been registered you need to:

  Android and iPhone App: Select Forgot PIN from the left hand slide-out menu.  The device registration page will be displayed for you to register a different member, or if you are logged in select ‘Devices’ from the main menu accessible via the hamburger icon in the top left of the screen.  Your registered devices will be displayed with the active device highlighted.  Select the active device and delete it.

  Accessing via Browser: Clear your Browsers cookies/cache.

• How do I adjust the Mobile Banking screen size on the screen of my phone?

  On most phones you can adjust the screen size to suit. Most phones have a menu screen which will enable you to change the view of your phone from 'slim' to 'widescreen' view for example.

• What if I lose my mobile phone, is my information secure?

  Yes. When you finish banking through People's Choice Credit Union Mobile Banking you can logout by tapping on the logout icon in the top right hand corner of the screen and therefore exit the system. None of the information accessed through Mobile Banking will be saved on your mobile phone. Do not save your Internet Banking password on your mobile browser in case of loss or theft on your mobile phone.
  
  If you press the Home button when logged into the app your session will remain active for 90 seconds.

• How do I access Mobile Banking?

  To use Mobile Banking you must have registered for Internet Banking and have a mobile device that includes internet access. To register for Internet Banking you can click on "Register" from the Internet Banking panel, on the People's Choice Credit Union website home page.

  You can access Mobile Banking using an Android or iPhone app which can be downloaded from the Google Play store or iTunes App store by searching 'People's Choice Credit Union’. You will need to ensure your mobile device is running a supported version of the Operating system before using the App :
  Android - 4.0 and above
  iPhone – 7.0 and above

  Windows and Blackberry phones can also be used to access Mobile Banking.

  
  Visit Mobile Banking for more information.

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

  Yes, the Mobile Banking App is a revised version of Internet Banking that is designed to be used on mobile devices. To use the Mobile Banking App you must be registered for Internet Banking and have supported device. Visit our Mobile Banking FAQs for more information.

• What is the difference between Internet Banking and Mobile Banking?

  Mobile Banking is a feature of Internet Banking and provides quick and easy access to your accounts and common transactions on your mobile device. Internet Banking is a practical way to access full banking services from your computer, tablet or smartphone.  

• Who can use People's Choice Credit Union Mobile Banking?

  People's Choice Credit Union members registered for Internet Banking can use the Mobile Banking service.

• What services can I use with People's Choice Credit Union Mobile Banking?

  With Mobile Banking you can:

  • Check your account balance
  • View your transaction history
  • Transfer money from or to your own accounts with People's Choice Credit Union
  • Transfer money to other membership at People's Choice Credit Union
  • Transfer money to other financial institutions
  • Make a payment to anyone with an account with an Australian Financial Institution via mobile or email for more information visit the Pay Easy FAQs
  • Pay a bill using BPAY®

  Please note: Scheduled transfers can only be viewed and edited via Internet Banking and are unavailable via the Mobile Banking platform.

• What types of accounts can I access from Mobile Banking?

  You can access any type of account you have access to on Internet Banking.

• Will People's Choice Credit Union Mobile Banking work on my phone?

  To enable Mobile Banking you must have a mobile device capable of accessing the internet. The Mobile Banking Apps require your device to be running a version of the operating system that is supported :
  Android - 4.0 and above
  iPhone – 7.0 and above

  Check with your mobile phone provider whether your phone and/or plan enables access to the internet.

  Windows and Blackberry phones can also be used to access Mobile Banking.

  Visit Mobile Banking for more information.

• What Mobile Banking Apps are available?

  We have free Mobile Banking Apps available for both iPhone and Android mobile phones. Download the Apps from our Mobile Banking page.

  • The iPhone App is compatible with iOS 7.0 and above.
  • The Android App is compatible with Android 4.0 and above.
• Can I have multiple PayIDs linked to an account?

  Yes, one account can have multiple (unique) PayIDs created to it (e.g. joint accounts).

• What is Osko?

  Osko is a service built on the New Payments Platform that enables Fast Payments to a PayID or a BSB and Account Number. When making a payment via Osko, the Osko logo will appear on the Payment Confirmation screen in Internet Banking and the Mobile Banking App. You’ll also see a message on this screen that says ‘This payment will be made using Osko and should arrive within minutes.’ 

• How does it work?

  People's Choice Credit Union Mobile Banking Apps can be used from any mobile device that has access to the internet with a version of the operating system that is supported :
  Android - 4.0 and above
  iPhone – 7.0 and above

  Windows and Blackberry phones can also be used to access Mobile Banking.

  Visit Mobile Banking

  You can confirm if your mobile has access to the internet with your mobile provider.

• How many accounts can I use my PayID for?

  A PayID can only be linked to one account across all financial institutions. 

• What if I sent money to the wrong person?

  Drop into a branch or call us on 13 11 82 to request a payment sent in error to be returned to yourself. We’ll then lodge a request with the receiving financial institution. 

• I've received unexpected funds in my account. What should I do?

  To investigate a payment received in your account in error, contact us in branch or by calling us on 13 11 82. We'll then lodge a request with the sending financial institution.  

• Why can others see my name when they search for my PayID?

  The name of a person registered to a PayID is shown to the payer to avoid mistaken payments and cases of fraud. The information cannot be used to withdraw money or create a false identity. It is only provided in accordance with the person’s consent and according to the terms and conditions of the PayID service. People’s Choice and other financial institutions also use additional measures to prevent against fraud. Members can use an email address as their PayID instead of a mobile number and still enjoy the benefits of fast, secure and convenient payments with Fast Payments.

• My payment didn’t arrive in minutes. Why not?

  We’re only able to send Fast Payments between participating financial institutions. Please check with your financial institution to see if your account is eligible for Fast Payments. 

  A full list of participating institutions can be found here.

• Can I change the default account on the home page ?

  You can change the default account displayed on the home page, press and hold the account tile until the list of accounts is displayed, select the account you wish to be your preferred account from the list. This will become the account displayed on the home screen and the default account for activities such as transfers and viewing transaction history.

• Can I change the default payment options on the home page?

  You can change the default payment options displayed on the home screen, press and hold on the payment option tile you wish to change until the list of payment options is displayed, select the payment option you wish to display as the default. This will become the payment option displayed on the home screen.

• Is there any monthly or yearly limit of access to Mobile Banking on my phone?

  No monthly or yearly limit applies.

• How do I logout of Mobile Banking?

  iPhone and Android: Tap the logout button in the top right hand corner of the screen.

  Accessing via Browser: Select 'More Options' in the top menu bar, then select 'Logout'.

  If you press the Home button when logged into the app your session will remain active for 90 seconds.

• What if my fingerprint is not allowing me to authenticate?

  If your registered fingerprint doesn’t work you can log in using the App PIN to authenticate by selecting ‘Cancel’ when prompted for Touch ID.  The Enter PIN screen will be displayed and you can login using your App PIN.

• How do I enable and disable Touch ID?

  To enable Touch ID you must have your fingerprint(s) registered in the device settings, if your fingerprint is not registered the App ‘Touch Id’ menu option is not available. Ensure only your fingerprint(s) is registered on your device.

  You can enable or disable Touch ID at any time, tap the hamburger menu icon in the top left corner of the screen and select ‘Settings and Terms’ then ‘Touch ID’. The Touch ID information screen is displayed with the Touch ID toggle button, read the information on the screen, and slide the toggle button to the right (green) to enable to the left (grey) to disable. For security reasons if you are not logged into the App you will need to authenticate by entering your 4 digit App PIN before you can enable or disable Touch ID.
  
  

  Note: if Touch ID is enabled you can still opt to log in using the four digit security PIN by selecting ‘Cancel’ when prompted to authenticate.

  Currently only the iPhone App supports Touch ID authentication on models iPhone 5S, iPhone 6, iPhone 6Plus. We may review our service offering as more devices make this feature available and meet our security standards.

   

• How do I access all my accounts and services using the App?

  The Home Screen allows you to save an account and 2 payment types as your favourites on the home screen. The account will become the default account for activities such as transfers, payment and viewing transaction history.
  
  To access all your accounts :
  Android App: Tap on the Account tile on the home screen or select Accounts from the main menu which is available by tapping on the hamburger menu icon in the top left corner of the screen. Your default account will be displayed, tap on this account to display all your accounts.
  
  iPhone App: Tap on the Account tile on the home screen or select Accounts from the main menu which is available by tapping on the hamburger menu icon in the top left corner of the screen. Your default account will be displayed, scroll left and right through to the account you require.
  
  To access all available services tap on the hamburger menu icon in the top left corner of the screen, the main menu will be displayed, tap on the service required from the menu.

• I can’t see the Touch ID option in the main menu?

  Click on ‘Settings & Terms’ in the left-hand menu to display the list of options.  If ‘Touch ID’ is not displayed check a fingerprint(s) has been registered in the iPhone settings.    The App ‘Touch ID’ option is only visible if a fingerprint(s) has been registered in the iphone settings.

   

  Currently only  the iPhone App supports Touch ID authentication on models iPhone 5S, iPhone 6, iPhone 6Plus. We may review our service offering as more devices make this feature available and meet our security standards.