Internet Banking
Take a look at our frequently asked questions for Internet Banking or look over the Internet Banking Help pages. The answer you need may be right here. For your convenience, we have broken our FAQs into the following categories:
Will Newcastle Permanent send me an email with a link to the new Internet Banking?
No. To help ensure the security of your accounts, Newcastle Permanent will never send you an email requesting your personal details or logon information. Should you receive an email requesting your personal logon details, please delete it immediately and contact our Member Support Centre on 13 19 87.
How do I access the new Internet Banking?
You will be able to access the new look Internet Banking by selecting the Log on button from our website homepage. You will then be asked to accept the Terms and Conditions.
Will all my logon details remain the same?
Yes, however if you have never logged on to Internet Banking before, you may be asked to confirm some of your personal details. For security reasons, we also recommend that you change your access code regularly.
How do I get help?
All of the Internet Banking pages have links to new Help pages to assist with performing certain tasks. You can also call our Member Support Centre on 13 19 87 if you require further assistance.
What is a Member Number?
Is an eight digit number we issue you when you apply for access to Internet or Phone Banking.
I have forgotten my Member number or access code for Internet Banking, what do I do?
Please call our Member Support Centre on 13 19 87.
What are Quick Access Numbers (QAN) and how do they work on Internet Banking?
Accounts listed on Internet and Phone banking will be assigned a QAN. This is simply an identifier for your account number which is based on the order that your accounts will appear listed within Internet Banking.
How do I view my account transactions and information?
To view your account transactions, select the account you wish to view from the Account Details tab. This will then show your transactions on the account selected with the most recent transactions appearing at the top of the table. To view more details about your selected account, click on Account Information.
How do I rename my accounts?
Select the account you would like to edit from the 'Account Details' tab. Then, simply click on 'Account Information' and then 'My account description'. From here you will be able to rename your account within the 'My Account name' field. Please note your new account name only appears within Internet Banking. It will not appear on your statements or passbook.
How far back can I view my transaction history for my credit card?
You can view up to 6 months transactions for your credit card from the 'Transaction Search' within the 'Account Details' tab. If you wish to view transactions dating back further than this, simply go to the ‘eStatements’ tab and select the previous statements you would like to view.
Why is there a difference between my credit card balance and the available balance?
There may be a difference between your Balance and Available Balance due to uncleared cheques and/or pending Visa transactions on your account.
Can I view previous payments I have made on Internet Banking?
Yes. If you select Transfer & BPAY®, the 'History' tab will show you all successful payments processed within the Internet Banking service. Please note, payments made prior to the launch of the new Internet Banking cannot be viewed in 'History', instead you can view them in a 'Transaction Search' list.
What is my daily limit for Internet Banking payments?
There is no limit for transfers between registered accounts or for BPAY® Payments. For all other payments you will be able to see your available daily limit for payments when you start to enter the payment details. Should you wish to make changes to your daily limit, please call our Member Support Centre on 13 19 87.
Is the Pay Any One option still available?
The Pay Any One option is still available and is located in the 'Transfer & BPAY®' section. To make a Pay Any One Payment, simply select the 'Transfer Money' button. The 'Transfer Money' button enables transfers between your registered accounts and Pay Any One Payments.
How often will Transfers be processed?
Transfers between registered accounts will be conducted immediately. BPAY® Payments and Pay Any One Payments will be processed at 10am and 4pm Australian Eastern Standard Time and Australian Eastern Daylight Time in Sydney, on business days. Payments not made on a business day will be processed the next business day.
How will I know if my Transfer is unsuccessful?
If your transfer is unsuccessful, you will receive a secure Internet Banking Message.
I have a joint account, can I see payments my joint holder has made on our account through Internet Banking?
No. Payments set up by one Member on an account will not be visible within Internet Banking to another Member on the joint account. Once the payment has been processed you will see it listed in the 'Transaction Search' within the 'Account Details' tab.
Why can’t I see some of my regular payments in 'Pending Payments'?
If you cannot see your regular payments in 'Pending Payments', please contact our Member Support Centre on 13 19 87.
My loan repayment failed because I did not have enough money in my account. Previously it would take the balance of funds available. What has changed?
Internet Banking can no longer accept partial loan repayments. If the full amount is not available in the relevant account at the time the payment is processed, the payment will not be successful.
Will my current payees and BPAY® billers be available in the new Internet Banking service?
Yes. Your payees and BPAY® billers information will be available in the new Internet Banking service.
If I set up a BPAY® or Transfer after 4pm in Internet Banking will it be processed on the same day?
Transfers between registered accounts will be conducted immediately. BPAY® Payments and Pay Any One Payments will be processed at 10am and 4pm Australian Eastern Standard Time and Australian Eastern Daylight Time in Sydney, on business days. A payment set up after 4pm will be processed the next business day.
If I remove a payee from my list of Payees, will it cancel future payments?
No removing a payee from the Internet Banking service will not cancel future dated payments recorded within the Internet Banking service.
How do I get access to online redraw?
You will need to have an eligible home loan to set up online redraw. All parties on the loan, including guarantors, will need to sign a Redraw Authority form. Once approved, this authority will allow any borrower on the loan to request an online redraw.
What loans are applicable?
Online redraws are only available for specified Home Loans in Personal Internet Banking. Online redraw is not available for Personal Loans or Business Loans. For details on which home loans allow redraws refer to the Terms & Conditions of the loan.
What does it cost to make an online redraw?
A $10 fee applies to each online redraw. Branch redraws remain at $35. Details about Fees are included in the updated Fees and Charges brochure.
Where do I go to redraw funds out of my loan account?
Once you have been set up for online redraw, simply select the 'Transfer Money' Button, which is located under Transfers and BPAY® menu. When you are in the Enter Payment Details screen, select your Home Loan account as the 'From Account'. Redraw funds can go into another of your Newcastle Permanent accounts only.
I would like to cancel online redraw access, how do I do this?
If you would like to cancel your online redraw access, you will need to visit your local branch or contact the Member Support Centre on 13 19 87.
What types of secure Messages will I receive through Internet Banking?
We will only send secure Messages through Internet Banking for BPAY® Payments, Transfers or Batch Payments when:
- BPAY® Payment or Transfers are deleted. A message will be sent to the Member who created the BPAY® Payment or Transfer.
- BPAY® Payment or Transfer fail to be processed (i.e. due to insufficient funds). A message will be sent to the Member who created the BPAY® Payment or Transfer.
- A Business Member deletes a Batch Payment. An automated message is sent to the Member who created the Batch.
- A Business Member Batch Payment fails to be processed (i.e. due to insufficient funds). An automated message is sent to the Member who created the Batch.
Can I still send Newcastle Permanent a secure message?
Yes. You will still be able to send Newcastle Permanent secure Messages about your accounts. Newcastle Permanent will use the Messages functionality to respond to members about their accounts.
Do I need to sign up to receive eStatements?
When the new Internet Banking is launched, you will automatically be given access to your current and past statements (up to 18 months history), for card based accounts. This includes Credit Card Statements.
What system requirements do I need to view eStatements?
To open eStatement PDF files, you will require Adobe® Reader®. You can download the latest version from the Adobe website*.
Can I elect to stop receiving my paper statements now that eStatements are available?
Not at this point in time. Viewing eStatements on Internet Banking does not stop a paper statement being sent to you via mail.
When are eStatements made available on Internet Banking?
An eStatement will be available to view approximately 5-10 days after the original statement has been issued.
What is included in SMS Services?
SMS Services allows you to receive account balances, payment alerts and other information using your mobile phone.
Who can use SMS Services?
All Personal and Business Members registered for Internet Banking can access this service.
How do I set up SMS Services?
To activate SMS services, you will need to:
- Log onto Internet Banking
- Select the 'SMS' tab
- Select the 'Change Personal Details' link and update your mobile phone number.
- Select 'Change Settings' to select the SMS services you want to activate.
- Update your Quick Access Numbers (if required).
How do I get Balance and Transaction enquiry SMS?
To get account balances and recent transactions via SMS, simply send an SMS to 0427 842 408:
- For Balance Enquiries text 'BAL' followed by a space and your Quick Access Number e.g. BAL 1
- For Transaction Enquiries text 'TRN' followed by a space and your Quick Access Number e.g. TRN 3
How do I know if my SMS Balance or Transaction enquiry is unsuccessful?
To ensure you are notified when an SMS Balance or Transaction enquiry is unsuccessful, you will need to tick the box marked ‘SMS enquiry failure notification - auto-reply’ within 'Change Settings'.
Why am I only receiving some or none of my SMS alerts or incorrect balances?
This could be due to the same mobile number has been registered by two Members on their own Internet Banking access accounts. If the number is being used already by one Member on Personal Internet Banking, that same mobile cannot be used in another Persons Personal or Business Internet Banking access accounts.
Here's some more information for you:
*The link provided is to a website controlled or offered by a third party (non-Newcastle Permanent). This link is provided for convenience only and does not represent any endorsement by Newcastle Permanent of the products or services offered by the website owner.
®Registered to BPAY Pty Ltd ABN 69 079 137 518