Help & support for digital banking

e-Statements are a PDF version of your bank account statement, accessed  through internet banking or the mobile app.

Once registered for e-statements you will no longer receive paper statements in the mail, however you can opt out of eStatements anytime. This also authorises us to send you other communications electronically.
 
To register for eStatements, log in to internet banking or our mobile app, then go to Settings > Manage eStatements. Select your preferred email address, accept the terms and conditions and then save. Simple.

e-Statements are provided for free and we'll send you an email when a new e-statement is available for viewing.

You can personalise the names of your accounts that appear in the mobile app and internet banking. This can be helpful when you’re saving for different goals or opening accounts for specific purposes e.g. My home deposit, New car account, Takeaway fund.

• • In the mobile app select the account you wish to personalise. Tap the three dots in the top right-hand corner, and then select Rename account > Personalised account name > Update.
  • In internet banking, go to Settings > Account preferences > Preferred account name > Update and save.

You can change or remove your personalised account name any time. To revert the account name back to display its original name, simply delete the custom name you have loaded and save your change.

Secure Mail allows you to send requests and information to us in a safe way and is available in both internet banking and the mobile app. A team member will respond to your request within 24 hours Monday to Friday, or the next business day if you message us over the weekend. 

You can also return completed forms to us securely using Secure Mail. 

To send us a secure mail in internet banking go to Services > Secure mail, and if using the mobile app got to Setting > Contact us > Secure mail.

To send us a message: 

• Click the Compose Button or icon.
• Select your message 'Type'.
• Write your message and upload any required attachments**.
• Once you’ve completed the message click Send. 

**Files should be .jpg, .pdf or .txt. You can upload a maximum of five attachments, no greater than 10Mb each and 25Mb in total size.

You can choose to receive automated receipts email for transactions that are made in internet banking or the mobile app. 

Receipts are managed in internet banking by going to Settings > Receipts. You can switch them on or off for a range of transactions. Simply click the checkbox(es) to choose which payment notifications you’d like to receive.

Profiles are a feature in internet banking that will make it easier to manage your money by clearly separating your personal banking accounts from those connected to your business, club or trust.

With profiles, you’ll be presented with a screen when you login to choose whether you want to see your personal accounts or view your business, association, club or trust accounts that you have signatory access to. 

You can also personalise your payee list for each profile under Transfer/Pay > Manage Payees.

To protect your funds, there is a limit on how much you can pay each day using digital banking.

When you first open your account with P&N your transfer limits using internet banking or the mobile app are:

• $5,000 per day to another P&N Bank account.
• $5,000 per day to an account held with another bank.
• $10,000 per day for BPAY payments.
• For international payments, you'll need to register first and request your limit.

Your limits are a combined daily limit that apply to all accounts within your membership, using internet banking or the mobile app.

Can I set even lower daily transaction limits?

Your limits can managed using the Transaction Limits section of internet banking or the mobile app. You can bring your daily limits down to  $2000, $1000 or even as low as $0.00, and you can manage you own limit changes up to $5000. 

We recommend you keep your daily limits set at the minimum you need for your regular banking to reduce the risk of fraudulent activity. And if we feel your account may be at risk of fraudulent activity we may reduce these limits without notice.

To set up an alert in internet banking go to Services > Alerts.

Within the Alert settings, you can choose to receive your alerts via SMS or email. You can also restrict the time frame for your alerts so you're not getting pinged at all hours of the night.

Select Create Alert for each alert you would like to set up. You can choose from:

• • Global alerts for direct credit and direct debits, 
  • Account(s) alerts for threshold and scheduled balance alerts,
  • Card(s) alerts for card transactions.

There are several reasons why you may not receive your Secure SMS code after one has been triggered. You may have a blocked number, have changed or ported your phone number, or there might be delays due to your telecommunications network.

If you're having issues receiving SMS codes from us, we suggest trying these troubleshooting tips:

• Power down your phone completely.
• Take the SIM card out (if possible)
• Leave your phone turned off for 5-10 minutes
• Power your phone back on.

If you're still experiencing issues after the above steps and you need further help, please contact us on 13 25 77.

Secure codes to validate internet banking transactions can also be generated using the Symantec VIP Access App, or a physical token.

These token options will generate a random one-off secure code, which can be entered in P&N internet banking to validate a transaction.

Authentication of the secure code generated by the security token is provided using the Symantec Validation & ID Protection (VIP) Online Security service which is enabled by the global VIP (VeriSign Identity Protection) network.

When should I use a security token or app?

If you don’t have access to a reliable mobile phone service to receive SMS Secure Codes, or are living or travelling overseas,  we offer the alternative of using the Symantec VIP Access App or a physical token that you are able to use when you complete an at risk transaction.

You can download the VIP Access App from the App Store for iOS or Google Play for Android.

Please visit a P&N branch or call 13 25 77 to discuss your options and apply for a token.

Find out more about the Symantec VIP Access App

To register the VIP Access App or a Physical token to generate Secure codes for P&N internet banking, you must first be registered for Secure SMS, and then you can register a Security Token. You can download the VIP Access App from the App Store for iOS or Google Play for Android.

Once you’ve downloaded the VIP Access App, you can register your token in internet banking by going to Services > Register Token

Once registered your App/Token will be your primary method of generating Secure codes until you deregister the service.

If you've forgotten your password, don't worry, we've all been there (and it’s a good idea to update your password from time to time anyway). 

You can reset your password from the internet banking login page. We'll ask you a few questions to verify your identity, and then send you a temporary password via SMS. You'll be asked to change this password when you first login.

If you use our mobile app, you’ll be prompted to reregister with your new password the next time you log in to the app.

It pays to change your password from time to time for security reasons.

• • If you know your current internet banking password you can change it by logging in to Internet Banking and going to Settings > Change Password.
  • If you've forgotten your password (don't worry, we've all been there) you can reset it from the internet banking login page. We'll ask you a few questions to verify your identity, and then send you a temporary password via SMS. You'll be asked to change this password when you first login.

If you would like help, please contact us on 13 25 77 and one of our friendly team will be happy to reset your password for you.

The quickest way to report your card as lost or stolen is by using the mobile app or internet banking. To report your card as lost or stolen:

• Log in to internet banking or the mobile app, and go to Manage Cards.
• Select the card you need to report as lost or stolen and follow the prompts to cancel your card.

If you have an eligible card, you can reorder a new card at the same time which can then be added to your digital wallet. You'll be able to use this until your new card arrives in the mail.

Alternatively, call us on 13 25 77 or visit your nearest branch.

Outside business hours?

To report a card as lost or stolen outside of business hours, please call 1800 648 027, or if you're overseas call +61 2 8299 9101.

If you've misplaced your card, or left it somewhere by mistake, you can place a temporary lock on your card while you look for it. 

The temporary lock can be applied in internet banking or the mobile app, and will restrict all transactions on your card except for regular recurring withdrawals such as direct debits, and digital wallet transactions.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards from the main menu. 

To put a temporary lock on your card choose your card and tap or click the lock icon. 

Alternatively you can contact us on 13 25 77, use webchat, or visit your nearest branch and we can put a lock on your card for you.

You can use card controls in internet banking and the mobile app to block certain types of card transactions, and help keep your card safe.

• In internet banking go to Services > Manage Cards.
• In the mobile app go to Manage Cards then follow the on screen prompts.

You can block the following card transactions for both Australian and international transactions:

• In-store purchases – where you physically use your card and enter your PIN.
• ATM withdrawals – cash withdrawals made with your card and PIN at an ATM.
• Tap and go – purchases made by tapping your card at a point of sale terminal. Also known as payWave or contactless payments.
• Online purchases – purchases made online or over the phone using your card details.
• Digital wallet – card purchases made using a digital wallet such as Apple Pay, Google Pay™ or Samsung Pay, at a point of sale terminal, app or website.

To block a transaction type, slide the control to the left (grey). To allow the transaction type, slide the control to the right (green).

If you don't have access to internet banking, call us on 13 25 77 or visit your nearest branch and we'll be happy to help.

We are committed to ensuring your safety online, so we recommend you keep your internet browser updated to the latest version. Previous versions may use outdated security controls, which are considered insecure, and where support is being phased out by most secure websites. 

Browsers other than those we have listed below may still work if they support newer security features, however, because unsupported browsers aren’t fully tested, certain parts of internet banking may not work perfectly. 

How do I update my browser on my mobile phone?

The default browser on your mobile phone will be updated automatically when your operating system updates are installed. If you use a third-party web browser, the latest version can be downloaded from your app store.

How do I update my internet browser on my computer?

To update your browser or for further technical support, please refer to the information provided here:

Google Chrome

Learn more

Microsoft Edge

Learn more

Mozilla Firefox

Learn more

Safari

Learn more

When logging in to internet banking for the first time, you will be prompted to choose a new password. We recommend using a pass phrase that will be easier to remember.

Remember not to choose a password/passphrase that is the same as your birth date, member number, card number, name, address or that includes sequential letters or numbers.

Your chosen password/passphrase should meet the following security requirements:

• • It must be between 6-20 characters long.
  • It must contain at least one number.
  • It must contain at least one upper and one lower case letter.
  • It can include special characters (e.g. @ # $ % ).

When completing a transaction on a two to sign account in internet banking using the Approve Payments service, only the first approver will be required to enter a Secure code.

If you are sending or approving a Batch Payments which requires a Secure Code, both approvers will be required to enter a Secure Code.

You can transfer money between your own accounts, or between P&N accounts you are a signatory on, by using internet banking or the mobile app.

Go to Transfer/Pay and select the accounts you wish to transfer between and enter the amount you want to transfer. A reference can be added so you can easily identify the transaction on your statement.

If you want to transfer to another P&N account where you are not a signatory, you will need to use Pay someone and use a PayID or the P&N Bank BSB 806-015 and account number.

You can send money to another bank or financial institution in Australia using the Pay someone function in internet banking or the mobile app.  

From the main menu go to Transfer/Pay > Pay someone. You can send money to a:

• Saved payee (a payee you have sent money to and saved previously).
• New payee using a BSB and account number.
• New payee using a PayID.
• Another P&N account using the PayID or BSB and account number.

Payee Nickname - by ticking 'Add to Favourites', the payee’s details will be saved to use in the future. This is an optional field and can be used to provide a nickname for your saved payee.

Description - this can be added to your payment so you can easily identify the payment on your statement. 

Reference - this is an optional field and will display on the payees statement.

Saved payees

To transfer funds to a saved payee, simply select their name in your Favourite payees list. You can sort the favourites list by Payee Name, Account Name or the Last Payment Date. You can also search for a previous payee by selecting the Search icon in the top right hand corner of the list and typing in your search criteria.

Remember, transfers between different financial institutions can take up to 48 business hours, so make sure you allow enough time for your funds to arrive as required. If the receiving bank is a participant in NPP the funds may be sent via Osko and could be received in minutes.

You can set up a one-off or regular future dated payment between your own accounts, or to a BSB and account number in internet banking or the mobile app. Future dated payments are not available to a PayID.

In internet banking, go to Transfer/Pay > Pay someone and choose 'Later'. Next, choose an existing payee (with BSB and account number) or load a new one. On the payment screen you can choose the frequency as 'One Off' or a regular frequency such as fortnightly or monthly, and for how many payments.

In the mobile app go to Pay>Pay someone. Choose an existing payee (with BSB and account number) or load a new one. Choose 'Schedule this payment' and then select Once or Recurring to add your frequency and the number of payments.

If you have any questions or would like help scheduling a payment or transfer, please call us on 13 25 77 or visit your nearest branch.

You can update your scheduled payments in internet banking or the mobile app easily.

In internet banking go to Transfer/Pay > Schedule payments and click on the expand button (…) of the payment.

In the mobile app go to Pay >Scheduled, select the payment and slide from left to right to show the payment details.

A list of options will appear and you can make changes to the debit account, amount, date and frequency of the payment. Any changes you make will save over any existing scheduled payment. 

If you want to add or edit your payee details without making a payment the easiest way to do do this in the mobile app. Go to Pay > Manage Payees form the main menu. From here you can add a new payee, edit or delete an existing payee.

In internet banking you are able to edit your payee details as you make a payment which will then save against the payee details for next time. You can delete a Payee by going to Pay someone, clicking on the three dotes next to payee name and then choosing Delete.

Manage Payees in Internet Banking

In internet banking the Manage Payees function lets your assign different payees to different profiles, if you have more than just your personal banking with P&N Bank.

If you have a personal bank account and are also a signatory on a business, club or trust account held with us, you can use the Manage Payees function in internet banking to assign different payees to each of your profiles.

On the Manage Payees screen, select the profile you wish to update, and then select the payment type the payee belongs to. From here you'll be able to select payees to associate with that profile. This helps differentiate your personal payees from your business payees.

Any payees that are not assigned to a specific profile will continue to appear in both banking profiles.

You can delete a saved payee or favourite in internet banking or the mobile app. 

• • In internet banking go to Transfer/Pay, find the payee or biller in your list, click on the ellipsis (...) and then click on delete.
  • In the mobile app go to Pay > Manage payees and find the payee to delete. Then swipe from right to left to be able to select the bin icon and then 'Delete' to confirm the change.

To transfer funds to another P&N Bank customer’s account, select Transfer/Pay > Pay Someone.
 
If paying to one of your saved Payees, you can select from the Payees list. If this is a new payee, select Someone new.

 To transfer funds to another P&N account you will need to:

• select To Bank Account
• enter the recipient’s surname
• enter P&N Bank’s BSB number 806 015
• enter the recipient’s account number.

You can register a PayID in internet banking or the mobile app. 

A PayID is a unique identifier – a mobile phone number or email address – connected to your account. You can receive instant and secure payments direct to your account using your PayID. 

In internet banking go to Accounts > Register PayID and in the mobile app go to Pay > Manage PayID and follow the prompts.

If the PayID is available to link to your account, then you need to: 

• • Select the account you would like to connect to the PayID.
  • Select the account name from the options provided.
  • Review and accept the Terms and Conditions.
  • Enter the secure code sent to your PayID to validate ownership.

Note: If you're setting up a PayID on an email address, the code will be sent to that email address and not via SMS.

You will be advised if the PayID you’ve entered is not available, or if it is already being used. You can dispute ownership of the PayID by clicking on Dispute.

You can change your PayID details in internet banking and the mobile app by going to Pay > Manage PayID.

In the mobile app go to Pay > PayID and go into PayID settings. 

In internet banking go to Accounts > Manage PayIDs and select your PayID. Look for the More Options link at the bottom of the page.

You will be able to complete the following actions:

• • Lock PayID - block payments coming into your PayID linked account.
  • Transfer PayID - free up your PayID so you can register it at another bank or financial institution, but still receive payments into your P&N account until the transfer is complete.
  • Close PayID -permanently close this PayID so that it is no longer linked to your P&N account. This allows the PayID to be used elsewhere or by someone else.

You can make a BPAY payment using internet banking or the mobile app. To make a transfer using BPAY, you will need the:

• Biller Code. This is between 4-6 digits in length and should appear on your bill, and 
• Reference Number. This should also be on your bill (usually near the biller code). The length of the reference number will vary from biller to biller.

By ticking 'Add to Favourites', the BPAY details used will be stored in the favourites list on the right hand side of the screen. Payee Nickname is an optional field and can be used to provide a nickname for the biller when you save them to your Favourites. 

To transfer funds to a biller you have previously saved, select the recipient from your favourites list. To find a previous recipient easily, you can sort the list by Biller Name, Payee Name or the Last Payment Date. You can also search for a previous biller by selecting the Search icon in the top right hand cornet of the favourites list and typing in your search criteria.

You can send money to a PayID in internet banking or the mobile app by going to Transfer/Pay > Pay someone.

In internet banking, choose to send to 'Someone new' or in the mobile app to a 'New payee' and then to a 'PayID'. Enter the PayID (which could be a mobile phone number, email address or ABN). If you're using the mobile app there's a link to your contacts and you can select a phone number or email address from there.

If the PayID is valid then the name of the recipient will appear on the next screen. You will need to check the account name is the correct person, then enter:

• the amount
• a description up to 180 characters in length
• an email address to notify the recipient of your transfer (optional)
• a Payee nickname (optional)

Your PayID payment will be sent via Osko and will be received in the payees account within minutes.

If you have redraw enabled, you can redraw from your loan in internet banking or the mobile app by simply transferring funds between your accounts.

From the Transfer or Pay someone screen select your home loan  as your 'From' account. 

You can transfer up to the amount that is shown as 'available' on your loan balance. Your upcoming minimum monthly payment will be taken into consideration in the amount shown, so redrawing will not result in you falling behind on your repayments. 

For example, if you have paid an additional amount of $9,000 into your loan, and your next repayment is $1,500, your 'available' balance will be $7,500. Your 'in advance' amount will show the total amount you've paid in addition to your required repayments.

If you don't already have redraw set up, you'll need to have a loan that qualifies and return a completed Loan Redraw Request Form to us via secure mail or in a branch.

With Payment Approvals you can make payments from two to sign/dual authorisation accounts in internet banking or the mobile app

The account holder or signatory initiating the payment will need to create the payment in the payments screens as usual, and then the second approver will be notified by email (if they have email receipts turned on) or via the internet banking dashboard to approve the payment. 

Approvers can then simply log in to internet banking, go to Transfer/Pay > Payment Approvals, or follow the link from the dashboard, to approve the payment.

The payment will show as 'pending approval' for up to 14 days, after which time the pending payment will expire.

Payment Approvals are available on all payment types excluding BPAY – although approval on BPAY payments will be released soon.

If you have any questions or would like help using Payment Approvals, please call us on 13 25 77 or visit your nearest branch.

You can use the P&N Bank mobile app on a range of devices, including smartwatches. 

The most up-to-date information on the minimum operating system requirements for installing the mobile app are available in the app stores:

Add app store and play store icons and links

You can set up alerts in the mobile app to notify you of payments to and from your accounts.

In the mobile app go to Settings > Alerts. Tap on the Cog icon (top right) to get to the Alert settings screen and opt to receive SMS alerts, email alerts or push notifications.

You can use the Schedule alerts toggle to limit the times of day you can receive an alert – if you don’t want to be disturbed at unwelcome hours. 

After you enable and save your alert settings, you can then create any number of alerts:

• General alerts for direct credits and debits.
• Account(s) alerts for threshold and scheduled balance alerts.
• Card(s) alerts for card transactions.
• Push notifications for payments that are due or overdue, or an overdrawn account.

If you're having trouble registering the mobile app on your device, try these troubleshooting tips.  

• If you see an 'Access is Denied' message, check you've entered your password and member number correctly.
• If you see an 'Invalid PIN' message, ensure you've not used common or sequential numbers patterns such as 1111 or 1234.
• If you see a 'The request has specified invalid data' message, check the device name you have entered doesn't have any special characters in it (includes auto corrected text) and that your phone language is set to English. The language can be changed again after registration, if required.

If you still need some help or want further information, please call us on 13 25 77 and one of our friendly team will be happy to assist.

If you forget your mobile app PIN, you’ll need to reregister your app, using your internet banking password to reset it. 

On the app login screen, if you aren't using biometrics go to the ' forgot your app PIN' link.

If you are logged in you can go to Settings > Forgot app PIN and from there you can reregister your app.

You can download the P&N Bank mobile app and connect it to your Apple Watch to view your balances on the go.

You can also make payments using Apple Pay, transfer funds to friends and family, place a lock on your card and other convenient actions.

You can search for a specific transaction in internet banking or the mobile app easily.

• • In internet banking to Accounts > Transaction history and choose your account. Select the Advanced Search icon to see all the available search options. Select Filter by to refine the type of transaction you're searching for and enter other transaction details.
  • In the mobile app go to the selected account and tap the search icon top right of screen. 

You can search by a range of criteria such as credit or debit transactions, transaction amount, date  and even use keywords.

You can view your transaction history in both the mobile app and internet banking.

• In the mobile app, go to Accounts > My accounts and then choose your account. Any uncleared transactions will appear at the top of the list.
• In internet banking go to Accounts > Transaction History. Use the drop down option to change your account and view the transaction history for each account. 

The last 30 days of transactions are displayed as a default. To view more transactions:

1. Account selector: Use the down arrow to choose which account transaction history to view.
2. Basic search: You can use the search bar to look for keywords or a range of dates included in the display.
3. Download: To download the displayed transactions into various formats, or to print the transactions, click on the Download icon at the end of the transactions, then select from the options displayed.
4. Advanced Search: You can also click the magnifying glass to access the advanced search functions.

Advanced Search Functions

The advanced search function allows you to refine your search by credits or debits, transaction type (e.g. point of sale or Visa), amount and cheque number. You can also change the order your transactions are displayed in. To view more transactions use the 'Show' drop down option and enter another time period.

When you first log in to Internet Banking you'll see the Dashboard page to access your account information.

You can always return to this page by going back to Accounts > Balances or by clicking the P&N Bank logo in the top left hand corner.

Account information

Shown under account information you'll see:

• • Account summary - shows your account name, BSB, and account number. If you have renamed any of your accounts then your personalised account name will show, e.g. Bills, bills, bills.
  • Balances - this shows your current account balance and the available balance.
  • Available redraw - some of our lending products allow you to redraw funds if you are in advance of your contracted payments. The available balance here is the amount you are able to redraw. You can redraw directly to any bank account within Australia.

Want to see more account details?

Clicking on the three dots button will expand the account summary and give you even more information and options.

• • PayID shortcut -  allows you to create a PayID shortcut.
  • Payment shortcut - lets you create a transfer, payment or BPAY shortcut.
  • Account Owners - shows who owns the account. There may be multiple names if it's a joint account.
  • Uncleared Funds - shows any amount that hasn’t yet been cleared by a merchant at the place of purchase.
  • Credit Limit - advises you of any limitation on the funds available, for example your credit card limit.
  • Interest Earned and Interest Paid -shows the interest details for the financial year to date.
  • Transaction history - this expanded view will show your ten most recent transactions from the last 30 days. For more detailed information, or to view more transactions, click on the account name or the Transaction History button in the navigation menu.

You can easily find out how much interest you have earned (or paid) in our mobile app or internet banking. The amount of interest for the previous and current financial year will be displayed as well as any tax that has been withheld.

• • In the mobile app go to Menu > Accounts > Interest.
  • In internet banking go to Accounts > Interest details.

You can also find the interest on individual accounts by selecting the account you want the information for on the Accounts screen and selecting the ‘i’ info icon.

In internet banking you can print and export your transaction history by clicking on the print icon at the bottom of the transaction history screen. 

Search for and display your required transaction history and then click on the download icon at the bottom of your screen. You'll be offered a variety of standard digital formats so you can either print or save the document in PDF format by changing your printer destination setting.

You can export your transaction history in the following formats:  Excel (XLS), Comma Separated Value (CSV), Open Financial eXchange (OFS) and Quicken Interchange.  

You can link your business accounts to MYOB and XERO accounting software packages. 

To get your bank transactions imported into Xero, you’ll need to add your bank account into Xero by following the steps on the Xero website.

Once submitted through Xero, keep an eye on your Secure Mail, we’ll be in touch here if we need anything further from you.