Internet Banking Security FAQs

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, then Card Services and select ‘Block my card’,
3. Select the account which the card belongs to,
4. Select the card you wish to block,
5. Select 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 Accounts and select ‘Dispute a transaction’,
3. Choose the relevant account for the transaction you wish to dispute,
4. Use the 'Date From' and 'Date To' fields to search for the transaction,
5. Enter a reason from the drop-down list,
6. Click ‘Search’,
7. Select the transaction(s) you need to dispute,
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, then ‘Replace my card’ under the Card services heading,
3. Select the account to which the replacement card is attached,
4. 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. Replacement cards ordered through Internet Banking may 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 Cashcard 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 order a new PIN: 

1. Log on to Internet Banking,
2. Navigate to Services, then ‘Request new PIN’ under the Card services heading,
3. Select the account to which the card is attached and the reason,
4. Select ‘Continue’.

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 Newcastle Permanent Business+ 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 a Newcastle Permanent 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. 

Yes, if you have full access on the account through Internet Banking or our Mobile App, you can activate your card online. Full access means you are able to make payments from the account through Internet Banking or our Mobile App. 

You can activate your new card as soon as you receive it in the mail via Internet Banking or our Mobile App.

To activate your card online, simply follow these steps:

• Log on to Internet Banking or our Mobile App,
• In Internet Banking navigate to Services then ‘Activate card’ under the Card services heading,
• On the Mobile App, navigate to the left menu, select Cards, and then ‘Activate card’,
• Enter the 16 digit card number as displayed on your physical card,
• Enter the expiry date in MM/YY format,
• Select ‘Activate’.

Your card may take up to 10 minutes to become active.

You can change your PIN in both Internet Banking and the App.
Just follow these simple steps:

Internet Banking

1. Log on to Internet Banking,
2. Select ‘Services’ from the top menu,
3. Navigate to ‘Card Services’,
4. Select ‘Change PIN’.

App

1. Log on to the App,
2. Navigate to the side menu,
3. Select ‘Cards’,
4. Select ‘Change PIN’.

Yes you can. You don’t need to know your existing PIN to be able to do this.

It's normally immediately, but in rare cases could take up to 10 minutes.

If you have had a few unsuccessful attempts with your PIN at an ATM today it’s best to wait 24 hours. You may have reached your maximum number of PIN attempts and even if you enter your new PIN your card may be taken.

Yes you can. The process to choose your PIN in Internet Banking or the App is the same no matter where you are in the world.

You don’t need to wait to receive your PIN in the mail. Once you have your new card just log in to Internet Banking or the App and you can activate your card and then choose your PIN without waiting.

We still send out PIN’s via the mail as there are customers that have chosen to not register for Internet Banking. If you do receive a letter in the mail after choosing your new PIN online, please disregard the letter.

Yes it is. Just make sure you do not choose a PIN using numbers which represent your date of birth or any other numbers associated with you, for example you phone number.

When you notify us of your travel plans we can monitor your account activity overseas and provide better security for you. 

To notify us of your travel plans simply follow these steps :

• Log on to Internet Banking and navigate to Services > Overseas travel,
• Select 'Add trip'
• Enter all countries you plan to visit including stopovers, and the dates you are travelling,
• Use the checkboxes provided to let us know if you are planning to use your cards for ATM withdrawals, or for large purchases, 
• Select ‘Save’.

Alternatively, you can call us on 13 19 87, or visit one of our branches to notify us. 

We understand that sometimes plans change. That's why we have made it easy for you to update or cancel any travel plans you have added via Internet Banking. 

To edit an existing trip:

• Log on to Internet Banking and navigate to Services > Overseas travel,
• From the list of previously entered trips, select the 3 action dots and select 'Edit',
• Amend your details and select 'Save'

To delete an existing trip:

• Log on to Internet Banking and navigate to Services > Overseas travel,
• From the list of previously entered trips, select the 3 action dots and select 'Delete'
• A confirmation message will be displayed, select 'Delete',
• Your trip will be removed from the list.

Alternatively, you can call us on 13 19 87, or visit one of our branches to notify us.