FAQ

Most popular questions...

• 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.  

• 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.  

• 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.

• 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. 

• 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’. 

More questions...

• 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.

• 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.

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

  No, this is an option only. 

• 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.
  • Cheque deposit – 3 business days from the day the cheque was deposited.
  • Hold – this will vary depending on the reason for the hold.
• How many accounts can I use my PayID for?

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

• What is an uncleared transaction, how is the total calculated and when will it be cleared?

  A transaction is considered an uncleared transaction when the amount is not available for use. The transaction is reflected in the 'Available Balance' section of an account. The total value of uncleared transactions can be made up of:

  1. Pending debits such as VISA/Paywave, where the debit has occurred, but the funds haven’t been debited from the account
  2. Pending credits such as Visa refunds
  3. Cheque deposits that haven’t been cleared
  4. 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

  Please note: Uncleared credits will not update the Available or Current Balance.

  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
  • 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?

  You can view uncleared transactions from:

  1. The Transaction History page by selecting ‘Accounts’ from the top level menu and then ‘Transaction History’ from the slide out menu, or
  2. 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’ amount.
• 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.

• Why do some payments allow for longer descriptions than others?

  A benefit of Fast Payments is it allows for a more detailed description of your transaction. When sending Fast Payments, you’ll be able to type descriptions of up to 280 characters. If your payment can’t be processed as a Fast Payment, you’ll only be able to have an 18 character description.

• 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.’ 

• 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
• 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 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.  

• 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. 

• 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.

• Why can I see new details on my super payment in my Internet Banking?

  From 9 April 2021, your super provider will be able to use the New Payments Platform (NPP) to make payments into your bank account. NPP is an industry-wide initiative that allows fast payments that are safe and secure. If your super provider chooses to make payments via NPP, two new fields will appear on the super payment in your Internet Banking. These two fields are IDENTIFICATION and SCHEME NAME. Identification is the Unique Superannuation Identifier (if provided) and Scheme Name will always display USI.

• Why can’t I find New Zealand Bank info in International Transfers?

  When using Internet Explorer, you might experience issues where the bank search will not return any results when New Zealand is selected as country.
  
  In this case, simply enter the details manually for the New Zealand bank, or alternatively use a Chrome browser.

• Where is the IBAN on my email receipt for International Transfers?

  If you’ve opted in to receiving email notifications for foreign payments, the email receipt data will display the IBAN number in the ‘Accounts’ line when used. When an account number is used, this will populate in the ‘IBAN’ line.

• 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 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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. 

• Is there an Internet Banking user guide?

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

• What services are available on Internet Banking?

  Internet Banking offers you access to your accounts online, 24 hours a day. It's secure to use and gives you the convenience of choosing your own banking hours while carrying out the following;

  • Activate your card
  • View your account balances
  • View transaction history
  • View uncleared transactions such as pending debits and cheque deposit holds
  • Make payments using BPAY®
  • Transfer funds to accounts within Australia using Fast Payments
  • Tell us when you’re going overseas
  • Schedule payments
  • Make International Transfers 
  • Order Foreign Cash
  • Apply for loans, credit cards and check payroll details
  • Open and close accounts
  • Set up email alerts, manage your personal details and more

  
  You can also register for:

  • eStatements

  Please check our Internet Banking User Guide for complete information.

• What should I do if I think my passwords have been compromised? 

  You should reset your password as soon as possible by calling 13 11 82 or visiting any branch. For security reasons our Contact centre will do an identity check before releasing your new password.

• 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. You can also check your login history at any time by selecting ‘Services’ from the main menu, then ‘Session History’ from the slide out menu.

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

  You’ll need to let us know your departure and return dates, and where you’re going. 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’re travelling to multiple destinations, enter a travel note for each destination. For example, if you’re visiting different countries in Europe, you’ll need to add each country and the dates you’re visiting, separately. You can also call us on 13 11 82 to notify us of your travel arrangements.

  While we’re aware that you’ll be using you Visa Debit card overseas, our Fraud department may still contact you if they find any suspicious transactions on your account. So that we can contact you, please also provide your phone number or email address.

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

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

• 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'll have access to all accounts under your membership, including any joint accounts.

• Is Internet Banking secure?

  People’s Choice uses industry-standard encryption to help you to stay safe while you’re online banking with us. See our tips to stay safe online.

• Which accounts can be accessed via Internet Banking?

  You can access any type of account you have with People's Choice, such as:

  • Home loans
  • Personal loans
  • Accounts
  • Credit cards
  • Term investments

  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.

• 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.

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

  Yes, the Mobile Banking App is a revised version of Internet Banking designed to be used via 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.

• How do I register for Internet Banking and do I need an email account?

  To register, call us on 13 11 82 or drop into your local branch. You don't need an email account to register for Internet Banking, but you do need one if you want to register for Internet Banking alerts and/or eStatements.

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

  For security reasons, if you enter your password incorrectly three times you’ll be locked out of Internet Banking. This is to protect you against an unauthorised person trying to access your bank account. If you’re locked out of Internet Banking and you have set up secure code, you can use the Reset Password function here. Otherwise, you can get your password reset by:

  • Calling us on 13 11 82. For security reasons our we’ll do an identity check before releasing your new password.

  • Visiting one of our branches. For security reasons you’ll need to present photo identification before a new password is released.
• How can I change or reset my password 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.

  If you are locked out due to inactivity of your Internet Banking account for 180 days or more, or because you have used the incorrect password 3 times, call us on 13 11 82, use our secure online form 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, call us on 13 11 82 or drop into your local branch.

• 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.
    
    
  • 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.
• How do I pay a bill using BPAY?

  Please check our Internet Banking User Guide for complete information on how to pay a bill using BPAY.

• How do I transfer between my accounts?

  Please check our Internet Banking User Guide for complete information on how to transfer between accounts.

• How do I view, search and download my transaction history and details?

  Please check our Internet Banking User Guide for complete information on how to view, search and download my transaction history and details.

• Can I schedule a regular BPAY payment or set one up for another day?

  Please check our Internet Banking User Guide for complete information on how to schedule a regular BPAY payment of set one up for another day.

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

  Saved Payees are displayed on the right hand side of the page for BPAY billers 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.

• Can I change the name of my accounts?

  Yes, 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. Only eligible account types can be updated.

• How do I transfer funds to another person or People’s Choice member?

  Please check our Internet Banking User Guide for complete information on how to transfer funds to another person or People’s Choice member.

• How do I transfer funds to another person?

  To transfer funds to another person using Internet Banking, select the ‘Transfer/Pay’ tab in from the top of the screen, then click ‘Pay Anyone’ and select if you are paying the person ‘Now’ or ‘Later’.

  If you have transferred to this account previously, you can select the account from the Payee list. You can search the Payees list for a previously paid by clicking on the magnifying glass above the Payees list. You can also choose the sort order of the Payees list into BSB, nickname, name and last payment date by selecting the sort option from the drop down list.

  If this is the first time you are transferring to this person select ‘New Payee’, choose between ‘To PayID’ and ‘To Bank Account’ and select ‘Next’. The ‘Description’ will appear on your statement and will be sent with the transfer to the receiving financial institution.

  

  

• 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.

  • Internet Explorer

  • Google Chrome

  • Safari

  • Firefox
• 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

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

  No, however, you can increase your Internet Banking limit by calling us on 13 11 82 or by visiting one of our branches.

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

  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.

• How can I see my account details easily and make quick transfers? 

  Please check our Internet Banking User Guide for complete information on how to see your account details easily and make quick transfers.

• How do I view and search my transaction history and details?

  To view transaction details select the ‘Accounts’ tab from the top of the screen and ‘Balances’ from the slide-out menu. Click in the Account pane of the Account you wish to view transactions.
  
  Alternatively select ‘Transaction History’ from the slide-out menu from the ‘Accounts’ tab.‘ The account with the smallest account number will be displayed by default.

  Any uncleared transactions for an account will be displayed above the transaction history.
  
  To view the transactions of a different account, select the arrow of the dropdown menu and make a different selection.

   

  To modify the Transaction search criteria, click on the magnifying glass icon located under the account details panel on the left.

  To download the transactions into XLS, CSV, QIF or QFX format or to print the transactions, click on the downward arrow at the end of the transactions, then select from the options displayed.

• 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 
  • IE11 and above
  • Mozilla Firefox 27 and higher
  • Google Chrome 30 and higher
  
  iPhone and iPad
  • iOS7 and above
  • Apple Safari 7 and higher on OS X and up
  • Apple Safari Mobile 5 and higher on iOS 5 and up

  
  Mobile and Tablet
  • Google Android OS Browser Android 5.0 and higher
  • Opera 17 and higher

  For more information refer to our upgrade your browser page.

   

• How do I view my last 10 transactions like the hover function in old Internet Banking?

  Click on the downward arrow located next to the account balance. This will also expose your account information and quick transfer options.