Help & support for payments

As P&N Bank uses a shared ATM network to minimise costs, you're unable to make a cash or cheque deposits at an ATM.

You can make a deposit at your nearest branch or using the Bank@Post facility at participating Australia Post offices. Fees may apply for using Bank@Post.

It's easy to send money to another bank or financial institution in Australia using the mobile app or internet banking. 

Once you've registered for internet banking, simply follow the steps below.

In the mobile app go to Pay > Pay Anyone or in internet banking go to Transfer/Pay > Pay Anyone. 
 
To transfer funds to a customer of another financial institution, you'll need:

• the recipient bank’s BSB number,
• the recipient’s account number,
• the recipient’s account name (the name of the person or business you're transferring to). 

We send transfers using the NPP/Osko network so most payments will be received immediately (although this depends on the receiving bank). Otherwise, it can take between 24-48 business hours for your payment to be received. 

You can make a deposit of coins at your nearest P&N Bank Branch, not including the Perth Service Hub in Wellington Street.

Fees may apply. 

Typically, it takes four working days for a cheque deposit to your P&N account to be cleared. The funds should be available to you on the fifth working day after deposit.

When making purchases with your P&N Visa Credit or Debit card, the transaction is not processed through your account straight away. The purchase amount is put "on hold" and the amount is deducted from your available balance. You'll notice that your available balance and account balance will vary whilst the transaction is being processed. This is also why the date of a transaction on your statement may differ to the date you actually performed the transaction.

You can view Uncleared (on hold) transactions in the mobile app or internet banking. 

• In the mobile app, go to your accounts listing and tap on the Info 'i' icon to view the uncleared funds for that particular account.
• In internet banking, go to your accounts listing and click on the ellipsis (...). Any uncleared funds will display in the summary information for your account. 

Please note that transactions on hold can not be cancelled.

You can use Bank@Post at participating Australia Post offices Australia-wide to deposit cash or cheques, or make a withdrawal from your account. 

You will need to have a P&N Bank ATM card in order to perform these transactions.

Fees and charges apply to some Bank@post transactions.

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.

If you notice a suspicious transaction on your account, or there’s activity you don’t recognise, please contact us during business hours on 13 25 77 or visit your nearest branch. We’ll help you review the details of the transaction and explain what you need to do next.

For your peace of mind you can lock your card using card controls whilst you investigate.

Often, there’s a perfectly innocent explanation for an unusual transaction. For instance, sometimes the merchant name that appears in your transaction history is different to the merchant’s business name.

A quick Google search can often help you identify where the transaction was processed. Likewise, if you have a joint account, it might be worth checking whether the other card holder has made a purchase you're not aware of.

If you want to dispute a transaction on your account please read this important information.

The steps below apply if you have paid for services that you didn't receive, or if there has been a fraudulent transaction made on your account. 

• If the payment you want to dispute is due to an incorrect funds transfer, you can complete a Mistaken internet payment form online.
• If your card has been stolen, report the theft to the police, and obtain a police report number.
• If you think your card has been compromised, you can lock your card using internet banking or the mobile app by going to Manage Card > Card controls. Alternatively, you can get in touch with our fraud department 24/7 on 1300 705 750.
• Before lodging your transaction dispute, check your statements and receipts to ensure the transaction is in fact 'in dispute' and has not just processed under a different name or amount.
• Contact us via secure mail in internet banking or the mobile app, or via phone on 13 25 77 during business hours to confirm the transaction you want to dispute and the reason for dispute.
• We'll ask you some questions about the transaction to best assist with providing the correct path to resolution.
• Once we have confirmed the transaction type and whether it was an authorised or unauthorised transaction, we may contact you for further documentation if required.
• We'll confirm receipt of your transaction dispute request, and work to resolve the matter as soon as possible.  

If you want to recall or trace a payment, please contact us on 13 25 77 or visit your nearest branch.

We aim to process your transaction dispute as soon as possible, however this will depend on the nature of transaction. It can take up to 45 days from the date of the dispute is lodged to resolve the matter. 

If your dispute is successful, we'll reimburse your account. If your dispute is not successful, we'll provide a response to explain why.

If you're unsure about a transaction that appears on your credit card account or statement, it’s helpful if you first follow a few simple steps to check whether the transaction is in fact unauthorised.

Sometimes valid transactions can appear in a different name, date or even amount. 

When you're certain you wish to dispute the transaction, please contact us on 13 25 77 or via secure messaging with the transaction dispute details.

When a dispute relates to an authorised transaction, it often helps to contact the merchant first to try to resolve the issue, particularly in the following cases:

• Goods were paid for but have not been received.
• Goods were received but are damaged or not as described.
• The amount was duplicated or was incorrect.
• Services were paid for but not provided.
• A service was cancelled but was still charged.

If you'd like to proceed with lodging a dispute, please contact us and we'll assist you.

There are a few reasons why you might not recognise a transaction on your account. It’s important to review your transaction history, statement and receipts carefully to work out whether the transaction is legitimate, or if you need to dispute it.

Keep an eye out for the following common issues:

• The merchant name is different - this may be due to the company using a different trading name. Sometimes a Google search can help you find the trading name of the company who has charged you.
• The amount is different - this could be due to exchange rates applied to an international transaction, fees and charges applied by the merchant.
• The date is different - this may be due to delays between when the purchase occurred and when the merchant processed the transaction.
• The transaction is part of a subscription – this may be a merchant you’ve had a previous arrangement with, or signed up to for a trial. We recommend you review your agreement or the merchant conditions first, as this may change the way we dispute your transaction.

If you still don’t recognise the transaction, please contact us on 13 25 77 or visit your nearest branch to dispute the transaction.

In the following examples we recommend you contact the merchant first to attempt to resolve your dispute:

• Goods were paid for but have not been received.
• Goods were received but are damaged or not as described.
• The amount was duplicated or was incorrect.
• Services were paid for but not provided.
• A service was cancelled but was still charged.

Please ensure any goods are returned before lodging a dispute. It may also be useful to keep copies of any correspondence with the merchant.

The way you update your scheduled payments depends on the type of scheduled payment you have. 

If you have set up your scheduled transfer yourself in internet banking or the mobile app, then you can edit or delete it by going to Transfer/Pay > Scheduled Payments. To see more information, or make a change to a current payment, click on the ellipsis (…) on the right. 

For transfers that have been created by P&N Bank on your behalf, such as interest only mortgage repayments, you'll only be able to view these in internet banking. To edit or delete your payments you'll need to call us on 13 25 77, or visit a branch during normal business hours.

If you need to amend a direct debit, you'll need to complete the Direct Debit Alteration/Cancellation form and return it to us.  This form can be returned at your nearest branch or via secure mail in internet banking or the mobile app.

If you need to update or cancel a regular direct debit from your account you should contact the service provider directly. If debiting from a bank account (and not a credit card) you can contact us on 13 25 77 and we can assist.

If the debit is being processed on your Visa Credit card, please contact the service provider directly.  

If the debit is being processed from a debit account, please complete the Direct Debit Alteration/Cancellation form and return it to us. 

Forms can be returned via:

• Secure Mail via internet banking, Services > Secure Mail
• Post to PO Box 8609, Perth BC WA 6849
• In person at one of our branches
• Download Direct Debit Alteration/Cancellation form - PDF (30 kB)

If you have a two to sign account and wish to update or stop a pending payment that's been created in internet banking, you'll need to go to the Payment Approvals screen and reject the payment. 

A new payment request will then need to be created through the payment screens and the second approver will be notified.

The account holder or signatory who created the payment request will be notified via email (if they have email receipts turned on) or via the internet banking dashboard.

If you have sent money to an incorrect account, PayID or payee please try the following steps before contacting us:

• Contact the recipient to transfer the funds back to you.
• If the account details you provided are invalid, the funds may be returned to your account automatically by the other bank within 2 - 3 working days.

BPAY payments

If you have sent money to an incorrect BPAY account:

• Contact the biller direct to discuss the best course of action
• If you provided an incorrect Customer Reference Number, you will need to lodge a mistaken internet payment request.

If you would like us to investigate and attempt recovery of your funds you'll need to complete a Mistaken internet payment form and we can request the funds be returned.

It is important to understand that we can attempt to recover the funds on your behalf, however, there is no guarantee that this will be successful.

Complete Mistaken internet payment form online

Alternatively please contact us on 13 25 77 or visit your nearest branch.

Reminder! It's a good reminder to check all your payment details are correct before you send any payment. It helps if you are sending to a PayID as you'll receive on screen confirmation of the recipient prior to submitting the transfer.

We encourage you to visit the Scamwatch and Australian Cybercrime websites to stay vigilant about scams and help protect yourself.

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.

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 transfer money overseas in the mobile app or internet banking.

First, you'll need to register your account for International Transfers. You can call us on 13 25 77 (+61 8 9219 7609 from overseas), or message us via Secure Mail to register.

Once your account is registered, you need the following information to make the transfer

• Transfer amount and required currency
• Purpose or reason of payment
• Beneficiary details including name and full street address
• Bank sort code/SWIFT address/chips/routing number
• Beneficiary account number
• IBAN (this is mandatory for transfers sent to the United Kingdom or European Union)
• Bank name
• Full bank address (full street address is mandatory)
• Special instructions (if any)

Go to Transfer/Pay > International Payments in internet banking or the mobile app and enter the payment amount and currency to get a quote. Once you proceed to make the payment you will be asked to enter the receiving bank and further payment information above.

Money is sent by electronic transfer by our partners Convera, and will take 3 to 5 business days to arrive at the overseas bank. The exchange rate is calculated at the time of processing, and the fee will be debited from your account at the end of day.

International Transfers can also be arranged at your nearest branch. 

The easiest way to send money overseas is to use internet banking or the mobile app. Overseas payments can be made online using the International Payment Service, powered by Convera

International transfer fees

• International transfer using mobile app or internet banking: $15.00
• Telegraphic transfer in foreign currency: $30.00
• Telegraphic transfer in Australian dollars: $45.00

A telegraphic transfer can also be requested at any one of our branches. 

Please call us on 13 25 77 if you require any help setting up and using international transfers.

When you send a telegraphic transfer overseas, the money is usually received within 3 to 5 business days excluding time differences, however some currencies may take longer than others to arrive. Timelines are only approximate and may be held up if Convera requires more information or additional details about the payment.

To receive a payment from overseas simply complete the Convera form - Receive money from overseas. 

Once you've completed the form, you'll be presented with the deposit instructions. Save this as a reference and send it to your payee so they can follow the payment instructions.
 
Then, all you need to do is ask the sender to:

• Present the PDF deposit instructions to the bank sending the payment to you.
• Deposit the amount into the dedicated account as stated in the instructions in nearest currency, not in Australian Dollars (AUD).
• Instruct the bank teller to include the payment note PNBANK 01941-FI, and Your Name in the bank’s reference field, as specified in the PDF deposit instructions.

You can receive money from overseas directly to your P&N Bank account using our International Payments Service, powered by Convera. This is called an inward transfer - an electronic transfer of funds directly credited to your account from an overseas sender. The funds arrive in the sender's own currency, and Convera converts them into Australian dollars before forwarding to us for crediting to your account.

There is no charge to you the recipient for an inward transfer.

There is a charge to cover the cost of processing SWIFT payments from overseas, and same day local payments through RTGS (Real Time Gross Settlement) systems.

Please see our fees and charges information for details.

When you or someone else sends money from overseas to your P&N Bank account you should usually receive the funds within three business days, however this depends on the country the payment is coming from. 

A SWIFT code or BIC (Bank Identifier Code) is the unique identification code used to identify a specific bank or financial institution for international transfers. It is a standard format code which is made up of eight or 11 letters and/or numbers.

We don't have our own SWIFT or BIC code for inwards payments, as we partner with Convera.

Find out more about inwards international payments

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 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.

Osko by BPAY is the fast, simple way to pay or get paid more conveniently. As a P&N Bank member you can send and receive faster, simpler and smarter payments using Osko through internet banking or the mobile app. 

It enables you to pay in real-time with funds available almost immediately, regardless of financial institution and time of day or week. It will also enable you to send a 280-character description with your payment, making it easier for both parties to know what the money is for. If your payment uses Osko you'll see the Osko symbol appear.

Faster payments through Osko

As long as you're sending funds to a participating bank, Osko will ensure your money reaches its destination in near real time. If you're sending funds to a bank not using the New Payments Platform (NPP), your payment will be sent via direct entry channels, which may take up to three working days.

There are no additional costs to members for using Osko and the New Payments Platform. It's a safe and secure way to send funds, and all payments made using this service will be monitored by the same high levels of security that our existing transactions are.

And best of all payments sent securely to a PayID are sent in real time using Osko. Find out more about PayID.

Once you’ve authorised your PayTo agreement, you can only make changes to the linked account or PayID. Any other changes will need to be requested through your service provider. They will then send an updated request for you to authorise or decline in internet banking.

When you pause a PayTo agreement the service provider will be unable to debit your account, however this does not pause your contract or subscription obligations. They may charge fees if you miss any payments while it's paused. Contact your service provider for more information.

The easiest way to cancel a PayTo agreement is to contact the service provider. You can pause a PayTo agreement within internet banking but this does not cancel the agreement.

When you pause a PayTo agreement the service provider will be unable to debit your account, however this does not pause your contract or subscription. The service provider may charge fees if you miss any payments while PayTo is paused. Contact your service provider for more information.

It is your responsibility to ensure you have sufficient available funds in your account to process the PayTo payment when it is due. If there are not enough funds, the payment won't be made. If the payment isn’t made both you and the service provider will be notified.

The service provider may contact you to arrange an alternative payment method. No record of the failed payment will appear on your transaction history.

If you have set up a PayTo agreement with a service provider you'll be notified by email when you need to approve, or action a request, in internet banking or the mobile app.

It’s best if you action the PayTo agreement request within the timeframe given by the service provider. If you don’t respond to the notification within the timeframe, the PayTo agreement may be withdrawn or expire. This could result in the cancellation of your services you’ve signed up for.

If you decline a PayTo agreement in internet banking or the mobile app, then the PayTo agreement is cancelled, and the service provider will be unable to debit payments from your account.

The service provider may send you another request to reauthorise the agreement depending on your contractual obligations. If you change your mind and wish to pay using a PayTo agreement you'll need to ask the service provider to send you another authorisation request.

If your PayTo agreement is in the process of being transferred to or from another bank then the status will appear as Unknown in internet banking or the mobile app.

Please contact us on 13 25 77 for more information.

Yes, PayTo agreements can be created using a PayID or BSB and account number.

For multi to sign accounts, you can only use a BSB and account number (not a PayID) because a PayID is unique to one person only.

You can find your PayTo agreements in internet banking or the mobile app under Transfer/Pay.

All PayTo agreements regardless of their status will be shown. This will include active, paused and cancelled agreements.