Mobile app retirement FAQs
Why are you removing the mobile banking app?
We’ve regretfully had to retire the mobile banking app as it is no longer adequately supported beyond this calendar year. This means we would be unable to guarantee you a consistent mobile app experience and we know this is important.
Our online banking platform offers you additional features over and above the mobile app, so we are confident this will support you while we work on the better mobile banking app experience for you.
We thank you for your patience as we return to you soon with a better mobile banking app experience.
How will I access my banking if I don’t have access to the mobile app?
You will continue to have safe and convenient access to your accounts with online banking.
How can I access online banking on my phone?
Online banking can be saved as an app tile to your Android or Apple IOS and can be accessed on the go – just like the mobile banking app.
- Instructions for Apple: To set up a quick link, navigate to the website and tap in the menu bar. Scroll down the list of options and tap ‘Add to Home Screen’. An app tile will then be set up on your home screen.
- Instructions for Android: Navigate to the website and tap the menu icon and tap ‘Add to Home Screen'. Choose a name for the shortcut and it will now appear on your home screen.
Is there a preferred browser for accessing?
We recommend using Chrome, Safari or Edge when accessing online banking.
Does online banking have the same features as the mobile banking app?
You will continue to have access to the important features you’ve been using. You can view statements, transfer money and make payments and check your account history or balance – just like with the mobile banking app. Online banking offers extra features you won’t find in the mobile banking app, such as setting up reoccurring payments, changing transfer limits and viewing your interest summary.
Is there anything I can't do in the that I had access to in the mobile banking app?
Online banking does not allow you to automatically share account details or change the display order of your accounts. Also, there is no quick view of account balances.
Is the online banking as safe as the mobile banking app?
Yes. Online banking is safe and secure, with strict measures in place to ensure your private information is always protected. This includes two factor SMS authentication at login and for certain transactions.
How does SMS authentication work?
SMS authentication is an extra layer of security where you receive a one-time password to enter online banking. This requires an Australian mobile to be registered with us to work. Please call 1300 652 220 if you have any issues.
When will the mobile banking app be available?
The uplifted mobile banking app experience will be available later in 2025.
Where do I find my customer number to use online banking?
Your customer number can be found on the top right-hand corner of your account statement. If you are unable to find your customer number, please call us at 1300 652 220. For accounts with more than one name, each account holder has their own customer number. Please ensure you are using your unique customer number for login and only enter the numerical digits (don’t enter the account ledger i.e. YX01).
I have forgotten my online banking password, what should I do?
You can request a new password by selecting ‘Forgotten Password’ link on the login page. Add the details requested on the screen to set a new password. (You will receive an SMS authentication code on your registered mobile number). If you do not receive the SMS code, please call us at 1300 652 220.
