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Frequently asked questions relating to security and safe online banking.

Secure Messages

We will send secure messages through Internet Banking for BPAY® Payments, Transfers, Batch Payments, or security advice when:

  • BPAY Payments or Transfers are deleted. A message will be sent to the customer who created the BPAY Payment or Transfer.
  • BPAY Payment or Transfer fails to be processed (e.g. 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 (e.g. due to insufficient funds). An automated message is sent to the member who created the Batch

Send and receive messages to Newcastle Permanent through Internet Banking, covering a range of service requests including:

  • Auto payments
  • Card blocking
  • Disputing a transaction
  • Card replacement
  • Requesting a new PIN
  • Updating your address 
  • General enquiries.

Security

Newcastle Permanent will never send you an email requesting your personal details or log on information. If you receive an email requesting your personal log on details, please delete it immediately and contact us on 13 19 87.

If you give your Member Number, Password or Passcode to any other person, including any other mobile app or website, you may be liable for losses arising from unauthorised transactions on your accounts.

Customers with a registered mobile number will be prompted to enter an SMS Code to authenticate certain functions including: transfers and payments; adding new Billers or Payees or updating an email address. 

Customers without a registered mobile number will be required to set up a Transaction Password.

Customers without a registered mobile number will be prompted to set-up a Transaction Password when logging on to Internet Banking for the first time.  

Customers will be able to set a Transaction Password to perform certain functions including:

  • Adding new Billers and Payees
  • Updating an email address
  • Authorising transfers and payments (but you will be restricted to a payment limit of $2,000).

The notifications and alerts functionality allows you to receive alerts and notifications via email, Secure Mail or SMS from Internet Banking and our Mobile Banking Apps.  

To update your preferences in Internet Banking, log on and navigate to Preferences. 

To update your preferences via our Apps, log on and navigate to Preferences.

Service Requests

If you happen to lose or misplace your card, you can immediately place a temporary block on it. The block will prevent any transactions on your card. When you find it, you can call us to remove the block. 

To block your card through Internet Banking: 

  1. Log on to Internet Banking,
  2. Navigate to Services and select ‘Service Requests’,
  3. Choose ‘Block my Card’ from the list of request types,
  4. Select the account to which the blocked card is attached,
  5. Enter a ‘Reason’ for placing a block on this card,
  6. Agree to the Terms and Conditions,
  7. Select ‘Continue’.

To remove the block contact us on 13 19 87.

To dispute a transaction through Internet Banking: 

  1. Log on to Internet Banking,
  2. Navigate to Services and select ‘Service Requests’,
  3. Choose ‘Dispute Transaction’ from the list of request types,
  4. Choose the relevant account for the transaction you wish to dispute,
  5. Use the 'Date From' and 'Date To' fields to search for the transaction,
  6. Enter a reason from the drop-down list,
  7. Click ‘Search’,
  8. Click ‘Continue.

If you notice any unauthorised transactions or fraudulent activity on your account it is important for you to notify us as soon as possible.  You can also take practical measures to secure your accounts on Internet Banking by reducing your payment limit or placing a temporary block on your cards. 

Note that if you reduce your payment limit to $0 or block your cards you will need to contact us on 13 19 87 or visit your local branch to increase your limit or unblock your cards.

Replacing a card

If your card becomes damaged, or is stolen, you can use Internet Banking to order a replacement.  

To order a replacement card:

  1. Log on to Internet Banking,
  2. Navigate to Services and select ‘Service Requests’,
  3. Choose ‘Replace my Card’ from the list of request types,
  4. Select the account to which the replacement card is attached,
  5. Select ‘Continue’.

The replacement card will be sent to the address we have on file (or the address of the Primary Cardholder in the case of a credit card) within 7 – 10 business days. All replacement cards ordered through Internet Banking will incur a Card Replacement fee.

This service cannot be used to change the card type on the account – if you would like to upgrade your card from a Cash card to a Visa Debit Card drop into your local branch or contact us on 13 19 87. 

Changing your PIN

If you have forgotten your PIN, you can log a request to have a new PIN issued to you. 

Your new PIN will be sent to the address we have on file (or the address of the Primary Cardholder in the case of a credit card) within 7 – 10 business days. Once the new PIN has been received, you can change it to your preferred PIN through any Newcastle Permanent ATM.

To avoid a late payment fee on your Newcastle Permanent credit card, you may wish to set up an automatic payment through Internet Banking from another account.  

When setting this up, you will have the option of nominating:

  1. The minimum required payment as listed on your statement (including any overdue amounts);
  2. The full balance outstanding on the credit card at last billing (since statement was generated); or 
  3. A fixed payment*

* This option is not available for the NPBS Business Plus credit card.

If you have nominated a fixed payment amount and the statement balance on your credit card is less than the amount, only the outstanding balance will be transferred. If the statement balance is more than your nominated fixed payment amount, the minimum monthly payment (plus any Total Past Due) will be transferred. All automatic payments set up through Internet Banking will be processed monthly on the payment due date.   

New auto payments set up on Internet Banking for an NPBS credit card will be effective for any future generated statements only; a new set up will be applicable for a current statement.

Contact us on 13 19 87 for further information regarding automatic payments to credit card accounts. 

Need help?

Contact us icon 13 19 87


Weekdays: 8am - 8pm
Saturday: 8am - 4pm
or drop into your local branch
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.
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