Internet Banking | FAQ Categories | Find Out How To Bank Online (2024)

Our award-winning Internet Banking system is packed full of an ever-expanding suite of innovative features!

Below is a list of all the features that we offer with the link to Internet Banking, and a video that you can view for a demonstration.

Open an account

Mark card lost / stolen

Order a new card

Update address

Update employment details

Record travel details

Request to close anaccount

Alter statement cycle

Sign up for e-statements

Reactivate a dormant account

View and edit scheduled payments

Rename accounts

Request Allianz insurance policy changes

Provide Term Deposit maturity instructions

Increase transfer limits

Card controls

Transfers

BPAY

Scheduled payments

External transfers

Access transaction listings

Create a PayID

Beyond Finance Manager Tools

Track your spending

Access budgeting tools

Set savings goals

Whilst every scammer might operate a little differently, there are a few warning signs to look out for whenever you’re doing anything online:

1. Scammers tend to approach you, and they will often use some sort of convincing story about why they are contacting you. They may contact you regularly and use high pressure sales tactics, computer or tax problems or use urgency to convince you to take their bait.
2. Scammers can play with your emotions, enlisting the thrill of a potential win, possibility of love, or fear of falling into arrears to trick you into taking action. They know just the right strings to pull.
3. Scammers often use professional and official-looking websites and shopping sites to convince you they are legitimate. They are also extremely savvy at faking the logo and branding of larger companies such as the ATO, Australia Post or PayPal. When you receive an email you’re not expecting, always question whether it’s real or fake.
4. Scammers may contact your mobile phone carrier and ‘port out’ your phone to a different carrier or SIM card. By doing this, they can take control of your mobile number and have security messages sent to your phone in an attempt to hijack your accounts. If your mobile phone stopsworking, or you receive advice from your provider that your number is being ported, this is a big warning sign.
5. Scammers typically ask for money, whether immediately or after months of grooming. For payment, scammers may direct you to their nearest post office, a wire transfer service or any number of other payment methods, including direct bank transfers, pre-loaded debit cards, gift cards or virtual currency such as Bitcoin. A request for payment via an unusual method is often a sign of a scam.
6. Scammers will often get your details incorrect. Be extremely cautious when you receive an email with your name misspelt.

For more information about what to look for in scams, you can download the ACCC’s “The little black book of scams” or visitwww.scamwatch.gov.au to read up on the latest scam news and alerts.

• Scams to gain your personal information- scammers will try anything to get hold of your personal details in a bid to make a fraudulent purchase or open a bank account in your name. Be particularly aware of ‘phishing’ scams which according to the Australian Competition and Consumer Commission (ACCC), is the most common scam type in Australia.¹Phishing scams are attempts by scammers to trick you into handing over highly sensitive information such as bank account details, passwords and credit card numbers. They may do this in a number of ways, including asking you to ‘re-activate your account’ or pay for an outstanding bill that doesn’t exist.

  Other ways scammers might obtain your personal information is by hacking into your computer or mobile phone, or tricking you into installing software that allows the scammer to access your files and monitor your movements online.

• Dating and romance scams– dating and romance scammers create fake profiles on dating websites, apps or social media platforms using fake photos and identities. In this scenario, scammers typically try to enter into a relationship with you, pull at your heart strings before eventually asking you for money for something like medical bills, travel costs or a family crisis. These scammers are often overseas, pretending to work in the military or as an engineer for example.

• Online shopping scams– with more Aussies shopping online for goods and services, scammers have more opportunities to pose as genuine buyers and sellers on online shopping sites, online auctions and classified sites which are also becoming particularly common. According to Scamwatch, social media platforms have given rise to a new version of online shopping scams, where scammers use socialplatforms such as Facebook to set up online stores and attract buyers. These fake stores typically offer fake branded luxury clothing or jewellery at low prices, and then disappear once they’ve sufficiently profited from unsuspecting customers.

• Phone scams- phone scams are designed to trick you into thinking you’re communicating with someone from a well-known organisation, such as the Australian Tax Office (ATO) or Telstra. The end goal is to get hold of your personal information or payment details.

  Phone scammers often call to chase up ‘outstanding bills’ or they may even imitate someone from the ‘support desk’ in an attempt to get remote access to your computer. Technical support scams typically start with a caller claiming that your computer is infected with a virus, or there is a problem with your internet connection. Often, these scammers will use technical jargon to appear legitimate and intimidate you into following their instructions.

These scam types are just some of the scams you could come across online. Below are others to look out for:

• Unexpected money scams
• Prize and lottery scams
• Identity theft
• Job and employment scams
• Charity and medical scams
• Business scams

For more information about how to protect yourself from scammers, you can download the ACCC’s “The little black book of scams” or visitwww.scamwatch.gov.au to stay up to date on the latest scam news and alerts.

Our award-winning Internet Banking service has unique features and offers you a secure transaction environment to do your banking online.

Watch the short videos below to familiarise with the features.

Accounts.

Transfer money, make payments, see your account balances, transaction history and e-statements and discover how Beyond Finance Manager can help you to reach your savings goals.

Card Management.

Payments.

Pay your bills using BPAY, schedule payments, make international transfers in a variety of currencies and set up SMS alerts to be on top of your transactions.

TheDescriptionfield is used to explain what the payment is for. You can use up to 280 characters in this field. This field is visible for both the sender and the recipient.

TheReferencefield is a short description that can be used for things like providing a receipt or invoice number for your records. This field is visible for the sender only.

When logging in for the first time, you will automatically be prompted to choose a new password. Remember not to choose a password that is the same as your member number, or that is sequential letters or numbers. To maintain security, your chosen password must comply with the below:

• Minimum of 8 characters in length
• Maximum of 16 characters in length
• Must contain letters and numbers
• You may use a combination of lower and upper case letters, numbers and symbols
• Do not include the following characters and/or spaces: < > /

Once you have updated your password successfully, a confirmation message will appear. Select Continue to navigate to the Welcome Screen.

If you cannot update your password, please review any error messages and make changes where required. If you are still having issues with updating your password, please contact us.

Please ensure that youlog into your Internet Banking account within 45 days of setting up your membership with us. If more than 30 days have passed you will need to get in touch with the Customer Relationship Centre on 13 25 85 and quote your Telephone Access Passcode, or head into a branch with identification and request to reactivate your Internet Banking service

If you set up a new membership with us online or in a branch you will be asked to select a password as a part of this process, this will be used to log into Internet Banking with your Membership Number. Your membership number can be found on your welcome email or on the bottom of your card below your name. If you have an existing membership and setting up Internet Banking for the first time please visit us in a branch or give us a call on 13 25 85. Our team will then be able to get you set up and help step you through logging in for the first time, if needed.

Once you log in to Internet Banking for the first time, you will see an initial welcome screen, including some instructions to help you get started and an opportunity to download the Internet Banking Terms and Conditions within the Product Guide.

To continue, you must accept the Terms and Conditions. Click Accept to continue to Internet Banking: To provide additional security, a second form of identification is necessary if you want to use all of the features of Internet Banking. These features include External Funds Transfers (EFTs) and sending Secure Messages to our team.

When performing one of these actions, Internet Banking requests a security code that is verified against a code entered. For more details, please see the Second Tier Authentication section.

You can log into Internet Banking by clicking the Log In button in the top right corner of our Website, or by going toonline.beyondbank.com.au/.

Once on the log in screen, enter your member number into the first field and the password that you have chosen into the second, and then click the Log In button. If you are not sure of your member number, you can find it at the bottom of your card, under your name.

From this page, you can also navigate back to the home page of our website by clicking the Beyond Bank logo. You can also view our latest news on the login page, which will alert you to any outages and other important news about Internet Banking.

If you forgotyour password, simply click on the link’Forgot your password?’located under the Log In button.

You can register for Internet Banking when creating your membership with Beyond Bank, whether that’s in a branch or over the phone.

A staff member in a branch will be able to register you for Internet Banking at any time during business hours. If you are unable to get to a branch, you can call the Customer Relationship Centre on 13 25 85.

Once you have registered, you can navigate directly to Internet Banking by typing online.beyondbank.com.au into your browser address bar, or by clicking the link to internet banking on ourwebsite.

The easiest way to reset your Internet Banking password is to follow the below steps:

1. Click the ’Forgot your password?’ link below the Log In button on the Internet Banking login screen. This will then bring up the Password Reset screen.

2. Enter your Member Number, Date of Birth and Mobile Number.

3. Once you have done this, click Next to be taken to a confirmation screen.

4. Check your details are correct then click the Reset button.

5. You will now receive an SMS message with a temporary password.

You will need to log in with your temporary password and then be prompted to change it when you do.

You can also call the Customer Relationship Centre at13 25 85 or visit a branch with identification, and a member of our team can assist with resetting your Internet Banking password for you.

If you are trying to reset your password and have not used Internet Banking in the past 12 months or are having difficulties, your Internet Banking service may be inactive. In this case, don't hesitate to contact us for assistance using these contact details.

Osko® is the first service available on the New Payments Platform (NPP). It will make sending and receiving money faster by using aPayID. A PayID is an alternative way to address payments. You can use this instead of remembering or sharing your BSB and account number. A PayID can be a mobile number or email address, and for businesses can also be an ABN or Organisation ID.

Payments via Okso come under your standard external transfer limit, no separate limit applies.

Temporary Card Block– Instantly apply a block to the card if it has been misplaced. The block can be removed at any time and does not stop recurring transactions or Digital Wallet transactions.

Online Purchase– Disable to block all card-not-present transactions.

Contactless– Disable to block all contactless transactions.

In-Store Purchase– Disable to block all card-present transactions. This will also block contactless transactions (excludes Digital Wallet transactions).

Digital Wallet– Disable to block all Digital Wallet transactions.

ATM Withdrawal – Disable to block domestic and/or international ATM cash withdrawals on the card.

You can only link one account to your mobile number.

You also can have another account linked to an email address.

If we find that your PayID is already in use you will see a message when creating a PayID.

If you consider that your PayID may have been created by someone else you can dispute the ownership by clicking onDispute PayID.

The, request and enter the code that was sent to your registered mobile number.

We will investigate this PayID dispute and get back to you with a resolution or update soon.

On the main navigation menu go toServices,then click onSecure Mailbox.

TheSecure Mailboxprovides a secure way for you to contact Beyond Bank. As you have identified yourself by logging into Internet Banking and completing second tier authentication, we can offer a wide range of assistance using this service.

We may also send important, private information viaSecure Messages,generally accompanied with a notification via email or a phone call to let you know that you need to log in and check your messages.

Initially, you will see all of your messages in a list.Click and individual messageSubjectto view the message.

Ifyou would like to send a message to our Customer Relationship Centre, clickComposeon theMessage Inboxscreen.

This will take you to a screen that will allow you to enter all of the details of your enquiry.

Once you have entered all of the information you can, clickSend.A response will be in your Secure Message inbox within 24 business hours.

If you would like to view text messages that you have been sent by Beyond Bank in the past, clickSMS historyin the top navigation panel underServices.

This will take you to a screen that shows a brief description of all past text messages.

For more information about the body of each text message, you can call the Customer Relationship Centre on13 25 85.

You can activate a card you have received in the post under theServicessection of the main navigation menu, then click onCard Managementand finally onActivate Card.

Simply enter all of the card details in the fields provided, and clickActivate Card.Your card will be active approximately 10 minutes after completing this process.

Go to the main navigation menu and click onServices.ThenCard Management.

Then, if your card has been lost, stolen or you would like to change your card PIN, click on one of the options provided andupdate status.

Once you click Submit, the card will immediately be closed. You can order a new card by sending a Secure Message, by calling the Customer Relationship Centre on13 25 85or by visiting a branch.

Please note: Once a card is reported lost or stolen, it cannot be reinstated and a new card will be required to be issued (this may incur a fee).

You can set up alerts to be sent as a text to your mobile phone when certain transactions occur on your account, or when your account balance increase above, or decreases below a certain amount.

On the main navigation menu click onServicesthen click onSMS Alerts.

ClickCreate Alert,then click eitherGLOBAL, ACCOUNT or CARDand follow the prompts to set up the alerts that you would like to receive.

Alerts that are already set up are also clearly displayed on this screen. Set up your alert settings: you can set up alerts to be sent as a text to your mobile phone when certain transactions occur on your account, or when your account balance increase above, or decreases below a certain amount. Include your mobile and email, then select which way would you like to be notified (SMS, email or both) and finally when would you like to receive the alerts.

You can choose anytime or specific times during the day to receive the alerts. Finally, click onSave.

To create an alert clickCreate Alert, then click eitherGLOBAL, ACCOUNT or CARDand follow the prompts to set up the alerts that you would like to receive. Alerts that are already set up are also clearly displayed on this screen.

To delete alerts simple click on the ellipsis next to it and selectDelete.

On the main navigation menu click onServicesthen click onSession History.

You can navigate to this section if you want to view the past interactions on Internet Banking.

This is handy if you suspect that someone else has logged into your account. Session history will show all changes that have been made to your accounts besides transactions that have been made.

If you want to see the transactions that have been made, navigate using the top menu toAccounts > Transaction History.

On the main navigation menu click onApply,then click onAccounts.

You can open a new account via Internet Banking. Simply click theAccountsbutton under Apply in the top navigation panel, and then follow the prompts to select and create the account that you would like to open.

You can call the Customer Relationship Centre on 13 25 85 if you need help deciding which account best suits your needs.

On the main navigation menu click onApply,then click onLoans and Credit Cards.

Similar to creating an account, just click the link and follow the prompts. Once you have submitted an application a Member Relationship Consultant will be in touch within 24 business hours.

On the main navigation menu click onApply,then click onLoans Status.

If you have applied for a loan and are waiting on an answer, you can check the status of the application by clickingLoan Status. On this screen, you will see all of your current loan applications and the descriptions of each status.

When you log in to Internet Banking for the first time, you will be prompted to register forSecure SMS.This is the default second tier authentication method so you will need to register for this in order to register your VIP Access app or Factor Two Token.

Once you have reviewed all of the information on the first page, select the number to which you would like to receive the registration text message and clickRegister.

ClickRequest SMS Code.You will be shown a window confirming that the message has been sent.

You will then receive a text message with a code in it. Enter the code into the field below and clickContinue Registration.

You will then be taken to a confirmation screen to let you know that you have successfully registered.

If you select to decline registration or are unable to request a code due to previously declining to register SMS registration, pleasevisit us in a branchor call us on13 25 85, and our team will be able to assist you further.

Update your contact details today by following these simple steps:

1. Log in toInternet Banking.
2. Select 'Settings' in the menu.
3. Then ‘Contact Details’ or 'Address Details'.

Updating online requires SMS authentication for security. If your mobile number needs updating, or you are not setup for SMS security, please call us on 13 25 85 orvisit a branch.

We're tightening up our online security to increase protection of your accounts. Ensuring that you are are using complex passwords assists in preventing digital fraud.

A weak password is highly susceptible to a number of cyber attacks, however, the most common is brute-force attacks. This is when a hacker uses software to attempt hundreds of thousands of possible passwords until they stumble upon the right one. To help prevent this, we now require that all of our customers choose a complex password to protect your online banking.

• Minimum of 8 characters in length
• Maximum of 16 characters in length
• Must contain letters and numbers
• You may use a combination of lower and upper case letters, numbers and symbols
• Do not include the following characters and/or spaces: < > /

Unfortunately, we are unable to determine if your current password fits the new requirements.

The reason for this is that when your password is saved, it is encrypted and kept in a secure location. We never attempt to decrypt or view customer passwords under any circ*mstances. Therefore, to ensure all of our customer's passwords meet these new requirements, we must ask that you change your current password.

Yes! You are able to give an account a nickname in Internet Banking and the mobile app.

To nickname an account in Internet Banking:

1. Login to IB
2. Click on Settings > Preferences
3. Select the account you want to nickname, enter it and save.

To nickname an account in the mobile app:

1. Log into the app
2. Click on Accounts > Select and Account > Account Settings > Nickname account

Please avoid using any profanities or offensive words when nicknaming your accounts. Note when an account holder provides a nickname to a joint account, the provided nickname will be visible to the other account holder.

Paying can be done in four easy steps:

1. Look for the BPAY logo and Biller Code on your bill
2. Log on to your internet, mobile, or over-the-phone banking service
3. Enter the required information – usually the biller code, customer reference number, payment amount and date
4. Confirm the details and pay your bill.

Customers will have the ability to:

• View their PayTo agreements
• Accept or Decline a new PayTo agreement
• Cancel, Pause or Resume a PayTo agreement
• Change or Update your PayTo agreement account information
• Receive notifications of any changes made by a Merchant or Service Provider to a PayTo agreement and be able to Accept or Decline these changes
• All the above will be available within your mobile app or internet banking.

All agreements are still set up between the merchant or service provider and the customer, so if you have questions about the details of an agreement, please contact the merchant or service provider.

As PayTo agreements are subject to you (the account holder) pre-authorising the agreement, PayTo payments will be initiated from your Beyond Bank account only when you have provided authorisation.

This authorisation is subject to the same levels of security as other payments and transfers made by Beyond Bank.

PayTo agreements are authorised via our mobile app or internet banking only by you the account holder. When you are authorising a PayTo agreement, the merchant or business will provide you with the relevant payment terms, including frequency, amount, etc, so you will be aware of what you agree to before you click “Authorise”.

Like all payment methods, please be alert to scams and don’t provide your mobile app or internet banking login and password details to anyone.

The only parties that can retrieve and view a PayTo agreement are you (the account holder), the organisation initiating the payment agreement and their financial institution.

This information is protected by the same privacy laws that apply to other payment methods today, like Direct Debit, PayID etc.

You will not be able to see a PayTo agreement or amendment request if:

• The request has been recalled by the Payee (merchant or business).
• The request was automatically rejected if your account was not eligible for PayTo transactions, or it failed other validation rules.
• You authorised the new PayTo agreement after the business expiry date and time (and the agreement has since been cancelled).

You may need to contact the Payee to re-submit the PayTo agreement request.

You will have up to 5 calendar days (or another timeframe determined by the Payee) to authorise or decline a new PayTo agreement or amendment request. If the expiry date and time for the request has passed, the PayTo agreement will change to the status Authorisation Timed Out.

If you are authorising a new request in person, the request will only be visible for up to 5 minutes.

If you have declined a new PayTo agreement, then the PayTo agreement has not yet been created. If the request was from an unknown source and you have concerns, please call us on 13 25 85.

If you declined a request to make changes to an existing PayTo agreement, the previously authorised terms will remain active, and payments will continue to be made according to those terms unless you pause or cancel the PayTo agreement. If you have any queries regarding an amendment request, please contact the Payee.

• You can authorise or decline an amendment request via Internet Banking.
• Carefully review the amended information—this will be highlighted and bolded—to make sure you agree with the proposed changes before authorising or declining the changes. Any changes to payment terms will require the Payee to obtain your re-authorisation or approval.
• If you do not respond prior to the authorisation expiry date and time, the PayTo agreement will revert to the original terms.
• You can ask the Payee to recall the request if you are not satisfied with any of the amendments and you can cancel or pause the PayTo agreement at any time.
• Amendments will become active as soon as they have been authorised.

If you believe your personal details or banking information has been compromised, change your password and contact us immediately on 13 25 85.

To change your Internet Banking password, login to Internet Bankingand select > Settings > Change Password.

Reporting a scam

If you have come across what you believe to be a scam, you can help others by reporting the scam to your local police, and the Australian Competition and Consumer Commission via Scamwatch. Visitwww.scamwatch.gov.aufor more information.

Recover a stolen identity

Beyond Bank partners with IDCARE, Australia and New Zealand's independent, not-for-profit service that reviews and shares information on cyber risks.

IDCARE will help Beyond Bank customers by providing case managers who can advise how to best protect yourself after becoming the victim of a scam or cyber event. Their expert case managers can be booked online at a time that suits, during business hours (Monday to Friday 9am to 6pm AEST).

As Beyond Bank Australia partners with IDCARE, this service is free to our customers.

If you wish to engage with IDCARE or want to report a scam, call us on 13 25 85 and one of our consultants will be able to help you.

Getting support

Falling victim to a scam can be emotionally distressing. If you, or someone you know needs some support, please visit a health professional you trust, or seek help from one of the many support services on offer.

Our live chat is available Monday to Friday 9.00am -6.00pm ACST and Saturday 9.00am -3.00pm ACST.

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