Frequently Asked Questions - P&N Bank (2024)

Internet Banking

Questions...

• Can I redraw from my loan using Internet Banking?

  Yes, you can redraw up to the amount that is shown as available on your loan balance. Your upcoming minimum monthly payment will be taken into consideration in the amount shown, so redrawing will not result in you falling behind on your repayments.

  For example, if you have paid a total additional amount of $9,000 into your loan, and your next repayment is $1,500, you will see an available balance of $7,500.

  To enable redraw using Internet Banking, you'll need to return a completed Redraw Authority Nomination Formvia secure mail or in a branch. Please note that we do not accept digital signatures.

• Where is my transaction history?

  Your transaction history is available in both our mobile banking app and internet banking service.

  Mobile Banking App
  In the Mobile Banking App your account transactions are found under the 'Accounts' option.Use the drop down list to change your accounts and view the account transaction history.

  Internet Banking
  In Internet Banking your account transactions are found under the Accounts > Transaction History option. Use the drop down list to change your accounts and view the account transaction history.By default the last 30 days of transactions are displayed. To view more transactions use the 'Show' drop down options and select the required number of days.

  Please see our Internet Banking Guide.

• How do I set up a PayID?

  If you wish to register a PayID, this can be done through your Internet Banking under Accounts > Manage Pay IDsor in theMobile App under Pay > Manage PayID.

  More information on making faster payments through Osko.

• How do I send money to an external account?

  You can send money to another Bank or Financial Institution in Australia via our Mobile Banking App or Internet Banking.

  Mobile Banking App
  Log in to our Mobile Banking App and select the "Pay Anyone" option from the "Pay" menu

  Internet banking
  Log in to Internet Banking and go to Transfer/Pay > Pay Anyone.
  
  To transfer funds to a customer of another financial institution, you will need:

  • The recipient bank’s BSB number
  • The recipient’s account number
  • The recipient’s account name (the name of the person or business you are transferring to)

  Remember, all transfers between different financial institutions take between 24-48 business hours. Make sure you allow enough time for the funds to arrive when the recipient needs them.

  For more information please read ourInternet Banking User Guide

• What do the different options to transfer funds within Internet Banking and the Mobile App mean?

  There are only two options for transfers, being the option to Transfer or Pay Someone.

  If you wish to transfer funds between your own accounts, please select the transfer option.

  If you want to send money to any other account, you now select Pay Someone. If you wish to pay someone that also banks with P&N (previously done via Pay Member) please use the P&N Bank BSB 806-015. The payment will be transferred immediately.

  Our Internet Banking or Mobile App will automatically work out whether the payment can go by Osko, arriving faster.
  

• Where can I find my bank statements?

  You can access your statements 24/7 through eStatements in the Mobile App and Internet Banking. If you haven’t registered for eStatements, you can do so by calling us on 13 25 77 or visiting one of our branches.

  Mobile App:
  Login to the Mobile App and go to Menu > Accounts > View eStatements

  See Also

  Internet Banking Services - Perth, Bunbury & Mandurah - P&N BankTake Control of Your Spending With Mymo by P&N Bank - P&N Bank

  Internet Banking:
  Login to Internet Banking and go to Services > View eStatements

• How do I change my Internet Banking password?

  If you know your existing your existing Internet Banking password you can change it via Internet Banking, go to Settings > Change Password.

  If you have forgotten your password you can reset it online. Please see How do I reset my Internet banking password?

  If you need more help, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

  You may also be interested in:

  Internet Banking User Guide

• How do I change or stop a pending payment in Internet Banking?

  If you have a two to sign/dual authorisationaccount and wish to update or stopa pending payment in Internet Banking, you will need to go to the Payment Approvalsscreen and reject the payment. A new payment request will then need to be created through the payment screens and the second approver will be notified.

  The account holder or signatory who created the payment request will be notified via email (if they have email receipts turned on) or via the Internet Banking dashboard.

• What are eStatements?

  e-Statements are a PDF version of your bank account statement, accessed via through Internet banking. Once registered for e-statements you will no longer receive paper statements, however you can change your preferences anytime.
  
  e-Statements are provided for free and we will send you an email when a new e-statement is available for viewing.

• I have forgotten my security password?

  We strongly recommend to all our members that have a mobile phoneto use our Secure SMS service as second factor authentication for Internet Banking. To register for Secure SMS go to Services > Register Secure SMS.

  If you have a Security Password set up, due to reasons such as International travel or a lost mobile phone, and you have forgotten it, please call 13 25 77 (+61 8 9219 7609 from overseas) between 8am and 6pm WST Monday to Friday and 9am and 5pm WST Saturdays.

• How can I update the payees I can see in each profile?

  If you have a personal bank account and are also a signatory on a business, club or trust account with P&N Bank, you can use the Manage Payees function in Internet Banking to assign payees to each of your profiles.

  On the Manage Payees screen select the profile you wish to update, and then select the payment type the payee belongs to. From here you will be able to select or deselect payees to associate with the profile you have selected.

  Any payees that are not assigned to a specific profile only will continue appear in all your banking profiles.

• How do I register for Internet Banking?

  To register for Internet Banking, please call 13 25 77 or visit your local branch, and one of our friendly team will be happy to assist.

  For more information please read our Internet Banking User Guide

• What is the maximum Pay Anyone limit?

  The maximum you can transfer to an External Financial Institution (also known as Pay Anyone) via our Mobile Banking App or Internet bankingis $5,000.00 per day.

  To increase your Internet Banking Transfer/Pay limit, log in toInternet bankingand go to Settings > Transaction Limits.

• Where can I find my interest details?

  You can easily find out how much interest you have paid or earned in our Mobile App or Internet Banking. The amount of interest for the previous and current financial year will be displayed as well as any tax withheld.

  Mobile App
  Login to the Mobile App and go to Menu > Accounts > Interest.

  You can also find the interest on individual accounts by selecting the account you want the information for on the Accounts screen and selecting the ‘i’ info icon.

  Internet Banking
  Login to Internet Banking and go to Accounts > Interest details.

  For more information please read ourInternet Banking User Guide.

• What is a Security Password?

  A security password is an alpha-numeric code that you use to authorise Internet banking transactions when Secure SMS is not an option. This may be if you are travelling overseas or have lost your mobile phone and unable to receive SMS messages.

  To set up a security password, first you'll need to deregister from Secure SMS by going to Services > Deregister Secure SMS. Next go to Services > Register Security Password to create yournew Security Password.

  If you would like assistance to set up your Security Password please call 13 25 77 (+61 8 9219 7609 from overseas) between 8am and 6pm WST Monday to Friday and 9am and 5pm WST Saturdays.

• How do I reset my Internet Banking password?

  If you have forgotten your Internet Banking password, you can reset it by going to the Login page > Reset Your Password

  You will need to enter the personal details we have on record for you. We will then send a temporary password to your registered mobile number. You will need to change the temporary password upon first logging in.

  If you need more help, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

• How do I print my transaction history?

  You can print your transaction history by clicking on the print icon at the bottom of the transaction listing of the balances screen. You will be offered a variety of standard digital formats additionally by clicking the printericon you can either print or save the document inPDF format by changing the printer destination setting.

  For more information read our Internet Banking User guide.

• Can I export my transaction history?

  To export your Transaction History using Internet Banking go to Accounts > Transaction History.

  Search for and display your required transaction history and then click on the download icon at the bottom of your screen.

  Transaction history is able to be exported through the following formats: Excel (XLS), Comma Separated Value (CSV) Open Financial eXchange (OFS) and Quicken Interchange.Additionally by clicking the printericon you can either print or save the document inPDF format by changing the printer destination setting.

  For more information read our Internet Banking User guide.

• How can I search for a transaction type in Internet Banking?

  To search for a specific transaction type in Internet Banking;

  • Go to Accounts > Transaction history.
  • Select the Advanced Search icon to see all the available search options.
  • Select Filter by and choose from the drop down the type of transaction you are searching for.
  • You can also search by date and amount to refine your search.

  For more information read our Internet Banking User guide.

• What are the minimum system requirements to use internet banking?

  The minimumsystem requirementsfor the safe use ofinternet banking are updated regularly and are available on our system requirements.

• What is the BPAY transfer limit?

  The minimum and maximum BPAYlimits are as follows;
  
  Minimum BPAY Amount
  Each BPAY biller defines their own minimum amount. If you receive the following error through Internet banking "The amount specified is less than the allowed biller minimum" please contact the biller to enquire about alternative options for your payment.
  
  Maximum BPAY Amount
  The maximum BPAY amount is$10,000.00 perday.
  

• What are On Hold transactions?

  When making purchases with your P&N Visa Credit or Debit card, the transaction will not appear in your account straight away. The purchase amount is put "on hold" and the amount is subtracted from your available balance. You will notice that your available balance and account balance will vary whilst the transaction is being processed.Also, this is why the date of a transaction on your statement differs to the date you actually performed the transaction.

  You can view On hold transactions or Uncleared funds via our Mobile Banking App or Internet Banking.

  Mobile Banking App
  Navigate through to the accounts section and click on the Info 'i' icon to view the uncleared funds for that particular account.

  Internet banking
  Navigate to the accounts section and select the ellipsis (...). Any uncleared funds will display in the summary information for your account.

  For more information please read ourInternet Banking User Guide.

• Why do I need to use Secure SMS?

  Our Internet Banking has a range of security measures in place including, but not limited to Secure SMS, which is our preferred second factor authentication method.

  Secure SMS sends a one off security code to your registered mobile phone number to ensure you have requested and can validate certain transactions out of your accounts.

• Can I open an account online?

  Yes, a number of our accounts can be opened online.

  If you are an existing member, you can open a select number of accounts and term deposits via our App or Internet Banking, simply Log In and select Apply from the menu option.

  Otherwise, head over to our personal bankingpage and click on a product with an 'Apply now' button and you will be guided through the process.

  For accounts that can't be opened online, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

• Where do I find my saved payees?

  You can find your saved payees or favourites in both our Mobile Banking App and Internet banking service.

  Mobile Banking App
  Navigate to Pay Member or Pay Anyone or BPAY and click the "contact card" icon to reveal your saved payees

  Internet Banking
  Navigate to Transfer / Pay and select either Pay Member or Pay Anyone or BPAY. Your saved payees or favouritesare displayed in the panel on the right.

  For more information please read our Internet Banking User Guide.

• How can I change or remove the name I've set up for my account?

  Log in to Internet Banking and go to Settings then Account preferences. Under Preferred account name select the account you wish to change, to revert the account name back to the originally set default account product type simply delete the custom name set and save.

• How do I login using fingerprint or facial recognition?

  If your device already has biometric authentication (Android) or Touch or Face ID (Apple) set up when you first register the P&N Bank app, you’ll automatically be asked if you want to use this to log in.

  If your app is already registered, you can set this up by going to Settings > Biometric login (Android) or Settings > Touch ID or Face ID(Apple)and toggling the button to enable it. To disable, just use that button to turn it off again.

• Can I use Internet Banking to make payments on two to sign accounts?

  With Payment Approvals in Internet Banking, you can make transfers and payments on two to sign/dual authorisationaccounts.

  The account holder or signatory initiating the payment will create the payment in the payments screens as usual,and the second approver will be notified via email (if they have email receipts turned on) or via the Internet Banking dashboard to approve the payment.

  Approvers then simply need to login to Internet Banking, go to Transfer/Pay > Payment Approvals, or follow the link from the dashboard, to approve the payment.

  The payment sits in a status of pending approval for up to 14 days, after which time the pending payment will expire.

  Payment Approvals are available on all payment types excluding BPAY – although approval onBPAY payments will be released soon.

  If you have any questions or would like help using Payment Approvals, please call us on 13 25 77 or visit your nearest branch.

• How do I delete a saved payee?

  You can delete a saved payee or favourite when you log in to Internet Banking and go to Transfer/Pay section. Find the payee or biller in your list, click on the ellipsis (...) and then click on delete.

  For more information please read our Internet Banking User Guide.

• Can I set up nicknames for my accounts?

  You can personalise the names of your accounts to appear in Internet Banking and the Mobile App. This feature can be helpful for budgeting and keeping track of your finances, especially when you have a lot of accounts.

  Internet Banking:
  Login to Internet Banking and go to Settings > Account preferences > Select the account you want to customise and enter the preferred nickname.

  Mobile App:
  Login to the Mobile App and go to Menu > Accounts > Select the account you want to customise > Select the ‘…’ icon at the top right of the screen > Rename account.

  These changesnot appear on your statements.

  To revert a customised account name simply delete the set preferred account name and it will default back to the original product name.

• How do I register for eStatements?

  To register for online statements (eStatements), log in to Internet Banking and go to Services > Manage eStatements. Select the option Register for eStatements, review and accept the terms and conditions.
  
  To view your current and all previous statements go to Services > View eStatements.

  For more information read our Internet Banking User guide.

• Can I reorder the way my accounts are presented?

  Yes, you can reorder the way your accounts are presented in both our Mobile App and Internet Banking.

  Mobile Banking App
  Within the accounts page select Edit on top of the page and then you can drag and drop accounts in order of preference.

  Internet Banking
  Go to Settings > Reorder accounts. Drag and drop your accounts to how you would like them displayed then Save your changes.

  For more information please read ourInternet Banking User Guide.

• What are profiles in Internet Banking?

  Profiles are a feature in Internet Banking that will make it easier to manage your money by clearly separating your personal banking accounts from those connected to your business, club or trust.

  With profiles, you’ll be presented with a screen when you login to choose whether you want to see your personal accounts or view those business accounts that you have signatory access to.

  You will also be able to manage your payee list per profile under Transfer/Pay > Manage Payees.

• How do I increase my Internet Banking transfer limit?

  To increase your Internet Banking Transfer/Pay limit, log in to Internet banking and go to Settings > Transaction Limits. Your request will be sent to our consultants who will process your request within 4working hours and then send you a notification when your increase has been processed.

• How do I rename my account?

  You can personalise the the name of your account to appear in Internet Banking and the Mobile App which canhelp with budgeting and managing your expenses. e.g. Holiday account, Rent or Bills.

  Log in to Internet Banking and go to Settings then Account preferences. Under Preferred account name select the account you wish to change, update the account to a name that suits and remember to save your changes.

  To revert a customised account name simply delete the set preferred account name and it will default back to the original product name.