General FAQs

From direct debits and account balances to redrawing money and business accounts, you’ll find out how to make the most of Online Banking here.

Is Online Banking safe to use?

Yes. The moment your Online Banking session commences, encryption of information is provided by an industry approved 128 bit cryptographic algorithm (triple DES), not normally available to the general public. We take every effort to ensure the implementation is correct and secure. For more information, please read our section on Security.

How often is my balance updated?

Your balance is updated immediately. Online Banking is directly linked to our systems, so you always have an up to the minute balance of your account. Any electronic transaction that you make via Online Banking is immediately displayed in ‘Transaction history'.

How do I transfer money?

The Pay Anyone function allows you to transfer money from your account to any other account with an Australian BSB and Account Number. You can also set up recurring payments.

How do I redraw money?

Use the Pay Anyone function to perform a redraw.

The redraw facility on our home loans allows you to access any additional payments you’ve made to your home loan (minimum redraw amount is $1). It’s a great feature because:

• You can redraw from your ahead amount on your home loan as many times as you like.
• Redrawing on your loan won’t increase your repayments or extend the term of your home loan as you’re simply withdrawing the extra payments you’ve made into your home loan.

When performing a redraw, all parties must authorise the transaction. If you wish to modify the authorisation to allow individuals to transact independently, please call us on 1300 652 220.

One of my accounts does not appear in the drop-down list to transfer money from. Why?

Unfortunately, you cannot transfer money from a standard loan account or any term deposit account. Please call us if you require more information.

If I transfer money today, can I withdraw it at an ATM or via Bank@Post™ the same day?

Yes, as long as you have transferred money using the ‘Account Transfer’ button and to a transaction account that allows access via ATM or Bank@Post™. Please note this option is only applicable when transferring money between Adelaide Bank accounts and the transfer amount is within normal account withdrawal limits.

Can I make multiple payments to various accounts at the same time?

Yes, once you’re logged in, select ‘Batch Payments’. For help using this function, select ‘Help’ icon on the ‘Batch Payments’ screen.

Why doesn't my available balance equal my current balance?

This usually happens when you have either an uncleared cheque, or a credit card transaction that is yet to be presented to the Bank by the merchant. An uncleared cheque can take up to 5 business days to clear so your current balance may appear more than your actual balance as the Bank recognises the cheque amount but can’t release the funds to you until it has cleared. A Visa transaction normally takes up to 24 hours to clear but can take longer depending on when the merchant reconciles their accounts. Once all cheques and pledged Visa funds have cleared, your two balances should reconcile once more.

Why have I received an error message stating ‘This transaction cannot be processed until all required Authorisers have Online Banking Access’.

This means that the account you are trying to make a payment from is a Many to Sign account and some or all the other signatories do not have Online Banking access. To complete this transaction the other signatories on the account must call 1300 652 220 to arrange Online Banking access.

My connection was lost or interrupted. What should I do?

To check whether your transaction went through you’ll need to log in again and go to the Transaction History screen. If your transaction was successful it will be displayed here.

Can I find out the interest I earned/paid in the previous financial year with Online Banking?

Interest earned or paid in the last financial year can be viewed online on or after 15 July. To view interest:

• Go to ‘Accounts’
•  Select Interest and Tax
• Select the account you wish to view from the drop-down box.

I’d like to set up a direct debit or direct credit facility on my account. Where can I find my BSB and Account Number?

Go to ‘Accounts > Accounts List > Actions > View Details’ where the BSB and Account Number for the account is clearly displayed.

Can I update my address via Online Banking?

Yes, once you are logged in you can send us a secure message advising of your new address. Simply go to ‘Messages > Create Mail’ to provide your message.

If I have a question about my account, can I send a secure email in Online Banking?

Yes, once you’re logged in you can send us a secure message regarding a transaction or other account information. Simply go to ‘Messages > Create Mail' to provide your message.

From time to time we may send you a message via online banking to let you know about transaction failures, scheduled payments and other transaction related information.