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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 payment related information or security advice when:

  • Payments are deleted. A message will be sent to the customer who created the payment from a two to sign account.
  • A payment fails to be processed (e.g. due to insufficient funds). A message will be sent to the member who created the Payment.

You can send and receive messages to Newcastle Permanent through Internet Banking. You can also send service requests covering a range of services including:

  • Auto payments
  • Card blocking
  • Disputing a transaction
  • Card replacement
  • Requesting a new PIN
  • Updating your address.
  1. Log onto Internet Banking
  2. Navigate to Mail and then select Create message
  3. Select the account if applicable and select the subject
  4. Add attachments if required
  5. Enter the message you wish to send
  6. Click ‘Send’.

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. The Transaction Password will be used 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 lower payment limit).

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 Alert preferences in Internet Banking, log on and navigate to Settings then Manage Alerts.

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

Have you tried clearing your ‘cache’ or ‘browsing history’? Computers and smart phones automatically save web pages and images that are likely to be accessed again. This helps a web page to load faster, but can cause issues when changes or updates are made to a website that has been cached. Some examples are menu items displaying incorrectly or buttons not functioning, so you may need to clear your cache.

Here is where you can find the ‘cache’ or ‘browsing history’ for the majority of browsers

  • Google Chrome’s ‘browsing history’ is found within the three vertical dots in the upper right corner of the browser
  • Internet Explorer’s ‘browsing history’ is found within the Tools menu
  • Mozilla Firefox’s ‘history’ is found in the History menu

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, 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. 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 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 only activate Visa Debit and Cashcards at this stage, Value+ Credit cards to follow soon.

You can activate your Visa Debit or Cashcard 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.


Need help?

Contact us icon 13 19 87


Weekdays: 8am - 8pm
Saturday: 8am - 4pm
or drop into your local branch
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The complete terms and conditions for Internet, Mobile and Phone banking are contained in the Account Access Terms and Conditions.
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