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Find the answers to frequently asked questions for Internet Banking

Getting Started

If you don’t have access to a computer or tablet, you can still access the full version of Internet Banking by clicking directly on the links below:

Simply complete our Internet Banking Registration form and return it to your nearest branch, fax to 02 4927 4475, email to enquiries@newcastlepermanent.com.au or post to PO Box 5001 Hunter Region Mail Centre NSW 2310.

You can also contact our Member Support Centre on 13 19 87 for further information or assistance.

When using a computer or tablet device, select the 'LOG ON' button which appears in the top right hand corner of the website. Enter your Member Number and temporary Access Code; set and confirm your new Access Code, accept our Terms and Conditions and you’re away!

For security reasons, you’ll need to log on to Internet Banking within 30 days of receiving your temporary Access Code.

If you don’t have access to a computer or tablet, you will need to access the full version of Internet Banking on a smartphone device by clicking directly on the links below:

Please call our Member Support Centre on 13 19 87.

You can update your email address through Internet Banking (by selecting ‘Other Services’ and ‘My Details’) and you can provide new address details via secure messaging in Internet Banking. Contact our Member Support Centre on 13 19 87 for assistance with updating your mobile or telephone number.

If you enter an incorrect access code 3 times your access to Internet Banking, Mobile Banking and Phone Banking will be blocked.

To unblock your access, please call our Member Support Centre on 13 19 87 (Mon to Fri 8.00am to 8.00pm, Sat and Sun 8.00am to 4.00pm) or visit your nearest branch..

You are able to change your access code from the logon screen by clicking the Change Access Code button.

You can also change your Access Code after logon by selecting the Other Services tab. If you have forgotten your Access Code please contact our Member Support Centre or visit your nearest Branch for further assistance.

Account Details

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.

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. 

To search transactions for a specific account, select the account from the drop down list at the top of the page. From here you can either do a basic search or an advanced search on any of your registered accounts.

The Transaction Search screen will then display all the transactions matching the search criteria. There are two sections in the results:

  • the search criteria you specified will be displayed at the top of the screen; and
  • the list of transactions that match the search criteria is displayed underneath.

The transaction list will show the Date, Description, and Debit or Credit amounts for each transaction item.

Please note: the transaction list is for information only, and is not an official statement and is subject to change.

Transfer & BPAY®

The ‘Transfer & BPAY®’ menu provides access to allow you to transfer money between your accounts, to other bank accounts or pay a bill using BPAY®.  To transfer money between your accounts or to an account held with another Australian Financial Institution, select the Transfer Money button at the top of the page.

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.

You can view all your previous Transfer and BPAY® payments under the History table on the ‘Transfers & BPAY®’ page. The drop down list gives you the option to view All Payments, Transfers only or BPAY® payments only.

You can view up to 6 months transactions for your credit card from 'Transaction Search' within the 'Account Details' tab. If you wish to view transactions dating back further, simply go to the ‘eStatements’ tab and select the previous statements you would like to view.

You can transfer to other banks, or to somebody else's account, by using the ‘Transfer’ button, located within the ‘Transfers & BPAY®’ menu. You will need to select ‘new payee’ and enter details of the account, including the BSB Number, Account Number and Account Name.

You may choose to save these payees details for future use; they'll be available within your Internet Banking account should you wish to transfer money to that particular account again.

If you select ‘Pending Payment’ tab under ‘Transfers & BPAY®’. All pending payments that are to be processed will be displayed. These could be payments you have set up to pay in the future or reoccurring payments. If you select ‘Pending Payment’ tab under ‘Transfers & BPAY®’. All pending payments that are to be processed will be displayed.

You can receive your bills online and view a summary of each bill with BPAY View®. You can choose to pay the bill immediately or schedule payment for a future date. BPAY View® will even keep track of the bills you have received and paid. 

Read more about how to register participating BPAY Billers for BPAY View® 

With participating BPAY® Billers you can receive your bills electronically by BPAY View®

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 when you start to enter the payment details. The default daily limit for Personal banking is $2000.00 and for Business Banking is $10,000.00.  

For security purposes, please be aware your member daily limit has been set. It includes the total amounts of all new payments created or modified today. When you are creating a payment, ensure your payment amount does not exceed your member daily limit. 

If you receive an error message, this may indicate that you have reached your member daily limit. Please contact your Member Support Centre on 13 19 87 or visit our nearest branch for further assistance.

Simply complete the relevant sections of our Internet Banking Registration Form and return it to your nearest branch, fax to 02 4927 4475, email to enquiries@newcastlepermanent.com.au or post to PO Box 5001 Hunter Region Mail Centre NSW 2310.

Please note for Personal Internet Banking the maximum daily limit is $10,000. For Business Banking the maximum daily limit is $100,000.

You can also contact our Member Support Centre on 13 19 87 for further information or assistance.

Select the BPAY® button on the Transfer & BPAY® menu, the Enter BPAY® Details screen will display when you select the BPAY® button. This option enables you to pay your bills using the BPAY® service.

No removing a payee from the Internet Banking service will not cancel future dated payments recorded within the Internet Banking service.

Please note the Authorisation function can only be accessed if you have a Business Banking account.

As many business accounts require two or more signatures to approve transactions, Internet Banking ensures these same rules are applied online for equivalent Internet transactions.

The Authorisation screen allows you to view all payments that require your approval before they can be completed.

To view each payment listed, click on the payment and click on the View button. This will take you through to the Transaction Authorisation screen, where you can view further details about the payment and you can then choose whether to Authorise or Decline the payment. 

A Batch payment allows you to send payments to employees, creditors, suppliers and other parties where you might need to make multiple payments in a single transaction. 

If you make payments to the same group of payees regularly then a Batch Template enables you to save this group and reuse this set of payee details again in the future. The ‘Batch Payments’ menu can only be accessed if you have a Business Banking account.

You can even import a Batch from your accounting or payroll system. There are two main areas on the Batch Payments screen which can be used: Existing Batch Payments and Batch Templates

Transfers between your NPBS accounts will be completed immediately.

BPAY® Payments and Pay Any One Payments set up in Internet Banking will be processed at 10.00am and 4.00pm Australian Eastern Standard Time and Australian Eastern Daylight Time in Sydney, on business days. Payments completed after 4.00pm or not made on a business day will be processed the next business day.

Please note: you cannot delete or cancel an immediate transfer or a transfer to be processed today. Future dated payments with a date that is a non-Banking Business day may be paid the next Banking Business day.

Loan 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.

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 and Conditions of the loan.

Once you have been set up for online redraw, simply select the 'Transfer Money' button, which is located under Transfers & 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 one of your Newcastle Permanent accounts only.

Redraws are free for Premium Plus Package Home Loans. For all other variable loans a nominal fee applies to each online redraw, or in-branch redraw. Details about Fees are included in the Facts for Mortgage Loans Fees and Charges brochure.

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

Secure Messages

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 fails 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

eStatements

When you have opted in for eStatements, you can log on to Internet Banking and select ‘eStatements’ from the menu. Select the account for the eStatement you wish to view and select the date range. 

To view your eStatements for a longer period, you can use the ‘Advanced Search’ link to select the start and end dates. Members opted in to eStatements are able to view the previous seven years of eStatements^.

An eStatement will be available to view on Internet Banking approximately 5-10 days after the original statement has been issued. If this does not appear please contact the Member Support Centre on 13 19 87

Yes. Please contact the Member Support Centre on 13 19 87 to opt out of receiving paper statements. Please note: It’s not possible to get statements through Internet Banking only; they also have to either be sent by post or email.

SMS Services

Register your mobile phone number: The SMS Service can only be requested and received by this mobile number. You can enter or edit your mobile phone number at any time using the 'Change Personal Details' link on the SMS Settings page, or via the My Details option in Other Services. Please note: you can’t register the same mobile phone number multiple times, across different member numbers.

Select the Alert and Banking services you require: To do this, click on 'Change active SMS services' on the SMS Settings page and tick to indicate the services you require. If you would like to receive account balances and recent transactions via SMS, you will also need to update your Quick Access Numbers.

Activate SMS Services: To turn on your selected SMS services, click the 'Turn on SMS' button on the SMS Settings page

All Personal and Business Members registered for Internet Banking can access this service.

SMS Alerts notify you when certain activity occurs on your account(s). For example, you can be alerted when periodic transfers are processed or when a future-dated bill payment occurs. This information is sent via an SMS direct to the mobile phone you have registered for the service. Once you are registered for SMS Services you can choose from the following alerts:

SMS Banking - This service enables you to request account information by SMS, such as account balances and recent transactions. This information will be sent via SMS directly to your phone after you make your request.

Once you are registered for SMS Services you can request the following at any time:

  • balance of a nominated account
  • up to 5 most recent transactions for a nominated account

To request information about your accounts you can send an SMS to the Newcastle Permanent SMS Services number 0427 842 408 with an action code and the Access Number (QAN) you have allocated to your account. The action codes to use are as follows:

1. ‘BAL’ followed by a space and your Quick Access Number (e.g. BAL 1) for Account Balances.
2. ‘TRN’ followed by a space and your Quick Access Number (e.g. TRN 2) for Recent Transactions.

For example: to request the balance of the account you have associated to QAN1, you would SMS 'BAL 1' to 0427 842 408. In return you should receive an SMS that reads Your balance for QAN: 1 is $200 and the available balance is $200. -- NPBS 131987

No. SMS services must be requested and received by the mobile phone that is registered for your Internet Banking profile.

We do not charge for the use of our SMS Services. If you use SMS Banking you may be charged by your mobile phone provider for any messages sent or received by your phone. Please contact your mobile phone provider for details of their charges.

Security

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.

You should only access Newcastle Permanent's Internet Banking site by logging on to www.newcastlepermanent.com.au or by using the official NPBS Banking App. 

If you give your Member Number and Access Code to any other person, including any other mobile app or website, you will be in breach of the Terms and Conditions that apply to your Newcastle Permanent accounts. You may be liable for losses arising from unauthorised transactions on your accounts where you contributed to the losses by giving your Member Number and Access Code to any other person.

Tablet Banking

Newcastle Permanent has banking apps for iPad and Android™ tablets which offer the same functionality as Internet Banking along with some additional features such as our ATM and Branch Locator and Personal Loan and Home Loan calculators.

After you have downloaded the app you will be able to log on by entering your Member Number and Access Code that you already use for Internet and Mobile Banking.

Yes. You will need to have either a cellular or WiFi connection to access Internet Banking using the NPBS Banking App. Normal mobile data charges apply. Please check with your mobile carrier or Internet Service Provider for details.

Forgotten your Member Number or Access Code?

If you enter an incorrect Access Code 3 times your access to Internet Banking, Mobile Banking and Phone Banking (if you are registered for all services) will be blocked. To unblock your access, please call our Member Support Centre on 13 19 87 (Mon to Fri 8.00am to 8.00pm, Sat and Sun 8.00am to 4.00pm). 

Our Banking Apps will automatically log you out after a short period of idle time to reduce the risk of someone else accessing your account if you leave your device unattended. While this increases the security of Internet Banking we do recommend that you use the logout function on the app as soon as you finish your Internet Banking session and assign a passcode for your device.

The Daily Payment Limit is the maximum cumulative value of all Pay Anyone and Batch payments made or set up on all registered accounts by all Authorised Users on Internet and Mobile Banking. The amount includes payments on the day the payment is set up, not the day the payment occurs (meaning that future dated Pay Anyone or Batch payments count towards the Daily Payment Limit for the day the payments are set up).

BPAY® payments and transfers between your accounts are excluded from this amount.

The default Daily Payment Limit is $2,000 for Personal Members and $10,000 for Business Members. If you would like to increase your Daily Payment Limit, you will need to complete the relevant application form which is available from our branches, by contacting our Member Support Centre on 13 19 87 or downloading the form from our full website.

Most devices are able to view PDF files through a browser window or through a specific PDF Viewer app on the device. While it is also possible to print an eStatement on a tablet, this capability is dependent on your device and the availability of a wireless printer and an app that supports printing.

Yes. As with Internet Banking you are able to enter details of new Payees or Billers.

An eStatement will be available to view approximately 5-10 days after the original statement has been issued.

There are a range of easy-to-use calculators to help you determine your repayments and how much you can borrow for Personal Loans and Home Loans. To use the calculators, select ‘Loan Calculators’ from the side menu, choose the calculator and select the option from the drop down box that appears at the top of the screen.

Yes, if you are not currently registered for Internet Banking you will need to complete this step first.

Once you have registered you must first log on to Internet Banking with your Member Number and temporary Access Code. Select the ‘LOG ON’ button in the top right hand corner of the website, enter your details and then change the temporary Access Code to one of your choice.

For security reasons, you’ll need to log on to Internet Banking within 30 days of receiving your temporary Access Code.

Note that your tablet should automatically open the full version of Internet Banking however, if you have been directed to Mobile Banking instead, use the links below to log on to Internet Banking:

When you have successfully completed this first log on to Internet Banking you will be able to log on to Tablet Banking.

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Get fast, easy, secure access with our banking app.

Here’s some more information for you: 

The complete terms and conditions for Internet, Mobile and Phone banking are contained in the Account Access Terms and Conditions.
» The links provided are to websites controlled or offered by third parties (non-Newcastle Permanent). Links to other websites are provided for convenience only and do not represent any endorsement by Newcastle Permanent of the products or services offered by the website owner.
Apple and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.
® Registered to BPAY Pty. Ltd. ABN 69 079 137 518
Android™ is a trademark of Google Inc.
Restrictions apply to some services, please see the applicable product schedule for details. 
You need to be registered for Internet Banking with Newcastle Permanent to have access to Tablet Banking.
An Internet connection is needed to access Internet Banking using the Android application. Normal mobile data charges apply.
^ It is only possible to view past statements from when your accounts were registered for Internet Banking.