Frequently Asked Questions

How do I become a Member?

You will need to complete an online application for membership here.

When you apply to become a Police Bank Member, you do not have to pay a membership fee. All we ask is that you guarantee to pay $10 if Police Bank ever ceases to operate to the person/s looking after our winding up.

How can I withdraw my money?

As a Police Bank Member you have many ways that you can access your money.

A Police Bank Redicard or Visa Debit Card can be used to withdraw funds from any Automatic Teller Machine (ATM) in Australia including all the major banks, credit unions, building societies and regional banks. Also with a Visa Debit Card you can also withdraw money at an overseas ATM displaying the Visa symbol. Police Bank Members can also withdraw money at any Police Bank and Customs Bank Service Centre.

A Redicard or Visa Debit Card will allow you to pay for purchases at any EFTPOS terminal in major retail stores, petrol stations, shops etc. Most outlets will also allow you to withdraw extra cash.

With a Police Bank Visa Debit Card, you can obtain money at any financial institution in Australia or overseas that displays the Visa symbol. You can also pay for goods and services and pay bills over the phone.

Police Bank also has a Member Cheque Book available so you can pay for items.

Make withdrawals at any Australia Post office using the Bank@POST service.

How do I deposit money?

There are a number of convenient ways that you can deposit your money with Police Bank:

At a Police Bank and Customs Bank Service Centre.

With our Autopay service you can have your salary automatically credited to your Police Bank account. For added convenience you can split the deposits any way that you choose, e.g. you can pay your loan, put some money aside in a special savings account and deposit the rest in your day to day account.

Use the Bank@POST facility at any Australia Post office to deposit your funds.

Are you a full service financial institution?

Police Bank offers a full range of financial products and services including home loans, and personal loans, savings accounts, term deposits, financial planning, insurance, direct debits, periodical payments and lots more.

What are your interest rates?

Information is available on our interest rates page or by contacting Police Bank on 131 728.

How safe is my money?

Police Bank is supervised by the Australian Prudential Regulation Authority (APRA) to maintain minimum standards to ensure security of member's funds. APRA is the same body that supervises the major banks.

What happens if I enter my PIN number incorrectly 3 times at an ATM or via EFTPOS?

Your card will be blocked for 24 hours, after this time you will be able to use your card.

What happens if I transfer funds to an incorrect BSB or Account no?

If the incorrect BSB or Account Number has been supplied the receiving bank should send the funds back to Police Bank with Account Number or BSB incorrect. The funds will appear back in your account and Police Bank will notify the Member in writing of this rejected transaction.

What is the Police Bank Mobile App?

The Police Bank App allows you to complete everyday banking functions on your mobile phone. It also incorporates the latest technology, that transforms an NFC-enabled Android phone running KitKat 4.4 or above into a contactless payment device.

What phones will the Police Bank App work on?

The app will work on Android devices (version 3 and above) and iOS devices (iOS 7 and above). The tap & pay functionality will only work on NFC-enabled Android phones running KitKat 4.4 or above.

How much does the Police Bank App cost?

The Police Bank App is free to download at the Google Play or Apple App Store.

The app does use a small amount of data, so data usage charges may apply from your mobile network provider.

What can I do with the Police Bank App?

The Police Bank App allows you to complete your everyday essential banking functions on your mobile phone. You can view your accounts and check account balances; transfer funds between your own accounts, utilise Pay Anyone functionality and pay bills via BPAY, including setting up new billers.

The app also has a rediATM and branch locator, as well as card functions that allow you to change the PIN on any of your cards, or report them lost or stolen.

If you have an NFC-enabled Android phone running KitKat 4.4 or above you can use the tap & pay functionality and turn your phone into a contactless payment device.

How do I get the Police Bank App?

You can download the app from the Google Play or Apple App Store.

What do I need to register the app?

You will need to be registered for Internet Banking before being able to use the Police Bank App. You will need to know your Member Number as well as your Internet Banking password. You will also need to provide the Mobile Number you are installing the App on.

If you have not registered for Internet Banking, contact our Assistance Centre on 131 728.

Please note: if you have never accessed Internet Banking before you must first login on your computer to set-up your access code before accessing the Police Bank App.

How do I register the app?

When you first log into the app you will be asked for your Member number and Internet Banking password. You will then be asked to create a passcode. Your passcode must be a minimum of 4 digits long. Once you’ve entered these details and created the passcode, the app will be ready to use.

Is my passcode the same as my card PIN?

Your passcode is chosen by you when you register the Police Bank App and gain entry to access its secure features for the first time. Your card PIN is the PIN for your card. For your security, we recommend that you choose a passcode that’s different to your PIN. And like your PIN, you should keep your passcode confidential.

Does the app require an internet connection to work?

The app will need an internet connection to register, retrieve your latest balances and transaction details and perform payment and card functions. You can do a limited number of transactions without an internet connection before you will be prompted to establish an internet connection.

How do I report a card lost or stolen via the Police Bank App?

You can report a card lost or stolen by selecting the ‘Cards’ option from the ‘Home’ screen, and then selecting ‘Report Lost or Stolen Card’. You will then need to confirm whether the card is Lost or Stolen and finally select ‘OK’ to confirm the action. This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the Police Bank App.

You will need to contact us by calling 131 728 to organise a replacement card.

How do I change my card’s PIN via the Police Bank App?

You can change your PIN using the app by selecting the ‘Cards’ option from the ‘Accounts’ screen, and then selecting ‘Change PIN’. You will need to enter your current PIN, enter a new PIN, confirm this new PIN and then select ‘Update’.

The change of PIN is effective immediately.

Can I change my card’s PIN via the Police Bank App if I don’t know my current PIN?

No, in order to change your card’s PIN via the app you need to know your current PIN. If you don’t know your PIN contact us on 131 728.

I have activated my card through Internet Banking but it is still showing as ‘Pending Activation’ on the Police Bank App. How long should it take?

Once you have activated your card through Internet Banking, it can take up to 24 hours for your card to be available through your Police Bank App.

Can I pay a bill via BPAY using the Police Bank App?

Yes. You can access all payments functions by choosing the 'Transfer' option from the 'Home' screen or the ‘Payments’ option from the ‘Accounts’ screen. To pay a bill select the ‘BPAY’ option.

Choose the ‘Select or Create Biller’ option to select an existing biller from your ‘Biller Address Book’. Enter the amount you wish to pay and an optional description, and then select ‘Make Payment’. The payment will then be verified and a receipt issued if the payment is complete. You can set up and save a new biller using the app by selecting the ‘Add Biller’ option from the ‘BPAY’ screen.

Can I make transfers to other accounts using the Police Bank App?

Yes. You can access all payments functions by choosing the 'Transfer' option from the 'Home' screen or the ‘Payments’ option from the ‘Accounts’ screen. To make payments to other accounts within Australia, select the ‘Pay Anyone’ option.

Choose the ‘Select or Create Biller’ option to select an existing biller or create a new one. Enter the amount you wish to pay and an optional description, and then select ‘Make Payment’. The payment will then be verified with a ‘Payment Complete’ pop up.

You can make a payment to a new account by selecting the ‘Add Payee’ option from the ‘Pay Anyone’ screen.

Currently only transfers to domestic (Australian) accounts are supported.

To make transfers between your own accounts with Police Bank select the ‘Transfer’ option.

Choose the ‘Transfer from account’ and the ‘Transfer to account’. Enter the amount you wish to transfer and an optional description, and then select ‘Make Transfer’. The transfer will then be verified with a ‘Transfer Complete’ pop up.

Can I set up or amend future dated transactions and recurring payments via the Police Bank App?

You will need to amend existing recurring payments via Internet Banking or by contacting us on 131 728.

Are there payment limits for transfers made via the Police Bank App?

The same limits that are in operation for Mobile Banking apply to transfers made with the Police Bank App.

Can I use any of my cards to tap & pay?

Any card that is payWave enabled and connected to your account/s can be used for the tap & pay feature.

Can I remove a card from tap & pay?

No. All accounts associated with your Police Bank Membership will be displayed in the Police Bank App. All cards that are payWave enabled will be available in the tap & pay section. However, tap & pay can be disabled/enabled on any card at anytime.

If someone gets hold of my phone can they access my account details?

The Police Bank App requires a passcode to access account details. If you lose your phone you should contact Police Bank as soon as possible. We will deregister the phone remotely for you.

What happens if I enter my passcode incorrectly?

You will have three (3) attempts to enter the correct passcode when accessing the Police Bank App. After three (3) unsuccessful attempts your app will then get de-registered. You are then taken to Get Started Now to register. Alternatively, you can contact the Assistance Centre on 131 728 and you can get your passcode reset.

What happens if I forgot my passcode?

If you cannot remember your passcode, you will need to deregister the app and then re-register. You can deregister the app by clicking on the clogs symbol in the top right hand corner of the app, and entering your passcode incorrectly three (3) times. You will need to re-register the app using your Member number and Internet Banking password, and set a passcode as per the normal registration process.

What can I do to protect my passcode?

You should always:
Memorise your passcode as soon as possible;
Use a number that is not obvious or can't be easily guessed. Don't use your date of birth or driver's licence number;
Take precautions when using the Police Bank App - don’t let anyone watch you enter your passcode.

You should never:
Tell or let anyone find out your passcode - not even family or friends;
Record a passcode on your device or computer;
Keep a record of the passcode with your device.

What can I do to protect my phone/device?

As with all personal belongings, take extra care to keep your phone secure and safe. There are a few things that you can do:
Use a strong screen lock or PIN that cannot be easily guessed;
Keep your phone locked when you’re not using it; and
Ensure your phone is registered with your phone network provider.

Can I register the Police Bank App on more than 1 device?

Yes, you can only register the app on 3 devices at a time. If you try to register on a fourth device, it will deregister you automatically from the first device.

How do I reorder my accounts?

From the app, select:
Menu > Preferences > Show / Hide / Reorder Accounts

And, follow the steps below:
Step 1: Select an account to reorder
Step 2: Use the arrows to move the account up or down

How do I Show / Hide my accounts?

From the app, select:
Menu > Preferences > Show / Hide / Reorder Accounts

And, follow the steps below:
Step 1: Select an account to show or hide
Step 2: Use the toggles on the right to hide or show the account (red means account will be hidden from the home screen view, green and the account will show)

Can I access the app if my device is rooted?

Our Police Bank App is available on a wide range of Android smartphones and iPhones. While we support many devices, experiences and performances may vary. Certain features like Tap & Pay, Change PIN are not available on jailbroken or rooted devices.
Remember to keep your mobile banking app up to date to access the full range of features and the latest enhancements, including stability improvements.

Fingerprint Login (iOS Only)

How do I setup Fingerprint Login?

For a new user:
On the login screen after the app launches:
Enter your Member Number, Internet Banking password and Phone Number
Tap the “Register” button and set-up a passcode

On the following screens, follow the prompts to setup Fingerprint login. Your fingerprint will be registered the next time you sign in.

For an existing app user:
Update the app by re-installing the new version (1.2), launch the app and then tap the “Login” button
Enter your passcode, and when logged into the app, tap:
Menu > Preferences > Fingerprint Login, and follow the prompts.

Fingerprint login will be registered for the next sign in. It is highly recommended that only your fingerprints be stored on the phone and ensure that the phone has lock screen enabled.

Is Fingerprint Login more secure than using a passcode to sign in?

Fingerprint Login has the same level of security as passcode authentication.

What devices and operating systems does Fingerprint Login work on?

Currently Fingerprint Login is only available on iPhone’s supporting Touch ID (iPhone 5s and above) and running iOS 8 and above.

We may review our service offering as more devices make this feature available and meet our security standards.

Can more than one person’s fingerprint be registered to the phone?

Yes, it is possible to store more than one person’s fingerprints on a phone. However, just like it is your responsibility to keep secure your Police Bank App passcode, the Fingerprint Login option should be treated with the same level of security. This means that you should not register for Fingerprint Login if you would like to have other people’s fingerprints stored on your phone, as they would be able to access your Police Bank App.

What if the app is not accepting my fingerprint after registering?

If the fingerprint does not work, you can still use your passcode to sign in. You can delete the fingerprint on the phone and set it up again if you wish to use Fingerprint login.

Can I use any finger to sign in?

Yes, as every fingerprint is unique. You can store as many of your fingerprints as the device allows.

Where is my fingerprint stored?

Your fingerprint is stored on your phone (as part of the user settings), and when you use your fingerprint to sign into the Police Bank App, we rely on your phone to authenticate your fingerprint.

Can more than one person sign into the Police Bank App using their fingerprint stored on the same phone?

Once Fingerprint login is activated, any fingerprint which is stored on the phone can then be used to sign into the Police Bank App. You should not use Fingerprint Login if you wish to retain other people’s fingerprints on your phone.

Is the same fingerprint that unlocks the phone able to access the app?

Yes, once Fingerprint login has been activated, any fingerprint which is stored on the phone can then be used to sign into the Police Bank App.

Does my phone need to have a screen lock enabled to use Fingerprint login?

Yes, as per the operating system requirements, you will be required to have a screen lock security option, such as password / passcode / fingerprint enabled on your phone before you can set up Fingerprint login within the app.

What happens if my phone is stolen – will someone be able to access my accounts?

No, not without your sign in details. You should call 131 728 in the event your phone is lost or stolen so we can deregister your phone.

If I have fingerprint capability on my phone, do I have to use Fingerprint login?

No, you can continue to choose your preferred sign in method – passcode or fingerprint.

How do I remove existing fingerprints on the phone or disable them in the app?

To remove fingerprint from the app, select:
Menu > Preferences > Fingerprint Login
Ensure the toggle “Enable Fingerprint login” is red

To remove fingerprint from your iPhone, select:
Settings Menu (on the phone) > Touch ID & Passcode > Set up Fingerprint
Then select the fingerprint you want to delete. This will automatically remove the fingerprint from the Police Bank App.

When the Police Bank App is updated, will I need to set up Fingerprint login again?

No, it will be automatically updated.

App 2.0 Update

I have updated my app, but how do I change the Simple Balance accounts that are now available on the sign in page?

From the app, select: Menu > Preferences > Simple Balance And, follow the steps below: Step 1: Use the toggles on the right to select the account. A Grey toggle indicates the account will be hidden, Green indicates the account will be visible. Step 2: Select the account you wish to show. The first Account in the list with a green indicator will be displayed.

Why can I only choose 3 accounts for Simple Balance?

To make the sign in page look simple and clean, the ideal number of accounts to display 3.

How do I turn Simple Balance Off?

From the app, select: Menu > Preferences > Simple Balance Then Toggle off ‘Enable Simple Balance for your accounts’.

Why have the accounts page changed from the way it used to be?

We have listened to our members’ feedback and we have made it easier for you to view your accounts balances at a glance rather than swiping through them.

Can I change the order of the way my accounts appear on the accounts page?

Yes! From the app, select: Menu > Preferences > Show / Hide / Reorder Accounts And, follow the steps below: Step 1: Select an account to change the order of Step 2: Use the arrows on the right to move the selected account.

How can I activate my card on the app?

From the app, select: Cards > Scroll to view “Pending Activation” Tap on the toggle to activate the card.

How can I block temporary block my card?

From the app, select: Cards > Block / Unblock Card Tap on the toggle to put a temporary block on the card.

Why do I need to put a temporary block my card and not report it lost / stolen?

You can put a temporary block if you have misplaced your card. If you report it lost / stolen, all transactions associated with the card (direct debit, recurring and scheduled payments) will be cancelled.

App 2.1 Update

Does Android Biometric login work with all Android devices?

Android fingerprint login is not supported on all Android Devices. Android devices will need to have a fingerprint scanner to use this feature.

My device supports Android Fingerprint, however this is not available in the app, Why?

Some Android device manufacturers build their devices in a way that does not support the fingerprint login within the banking app.

If I enable Android Fingerprint login can I still login with my Passcode?

Once you enable fingerprint login it will be the default login method. However you can dismiss this and use your passcode.

If I block/lock my card in Card Controls, what transactions will be blocked?

All these transactions will be blocked:

1. Point of Sale transactions
2. All Visa transactions
3. Any Direct Debits linked to a card

Will any scheduled payments still be processed if I place a block on a Card?

Scheduled payments that are set from your bank account will be processed however direct debits that have been set up against your card will be blocked.

Does the Block and Unblock happen immediately?

Yes, the card is locked within seconds.

If I place a Block on my card and then can't find my card what should I do?

Use the Lost or Stolen function in the app to stop the card and contact Police Bank for a replacement.

How long before I can use my card again after Unblocking it?

Once you remove a block on your card you can use it immediately.

When is it a good time to block my card?

Whenever you have misplaced your card but expect you may still recover it; or have concerns about the security of your card, e.g. travelling overseas.

How does the Android Pay app work?

Android Pay is a free app that allows you to pay with your card with a tap of your phone while enjoying the same benefits and protection of your physical card. Add an eligible Credit / Debit Card (see below) and you’re ready to tap and pay for purchases. Use Android Pay in participating mobile apps and anywhere contactless payments are accepted. To learn more, visit www.support.google.com/androidpay.

What cards can be used within Android Pay?

Police & Customs Bank Visa Credit Card, Visa Debit Card, and Visa Equity Maximiser can be used within Android Pay. Police & Customs Bank rediCards, and Motorlink Cards cannot be used.

Is using my bank card in the Android Pay app safe?

Yes. Android Pay has a number of security features:

• Your physical card number is not stored on your phone
• Just like a contactless transaction with your card, Android Pay will not work for purchases over $100 unless you enter your cards PIN at the terminal
• If your phone is ever lost or stolen, you can use Android Device Manager (www.google.com/android/devicemanager) to instantly lock your device, or even wipe it clean of any personal information
• You will continue to enjoy $0 liability for unauthorised transactions the same as when using your physical card

How do I get the Android Pay app?

You can get the Android Pay app for free if you have:

• An Android Pay compatible smartphone with NFC technology that lets your phone transmit data to the payment terminal at checkout
• Android KitKat 4.4 or above operating system To learn more, visit www.support.google.com/androidpay

Can all NFC-enabled smartphones work with Android Pay?

All smartphones that are enabled with NFC technology, have Android KitKat 4.4 or above operating system and have an Australian carrier, are compatible with Android Pay.

How do I pay using Android Pay?

• Wake your phone by tapping the home or power button
• Hold the back of your smartphone over the contactless symbol at checkout when prompted by the cashier
• If the transaction is over $100 you will need to enter your card PIN at the terminal
• Confirm with the merchant that the Android Pay transaction has been accepted and collect your receipt
• To make a purchase in a mobile app, select Android Pay at checkout. Your card and address details will be automatically added

Why does my card have Police / Customs Bank on it when I’m a Police / Customs Bank Member?

Customs Bank is a division of Police Bank, and is represented on the Cards as part of the greater Police Bank brand.

Why does my physical card look different to what’s in Android Pay?

You may have a physical card that has a different look, whilst the Cards in Android Pay have our new card artwork. If they do look different, please note that this does not effect transactions or using the card in any way.

Why can’t my card be loaded into Android Pay

Make sure there is an available balance of at least $2 on the card at the time of registration the card.

Android Pay isn’t working at a PayWave terminal?

If you want Android Pay to be used for transactions at a PayWave terminal, you need to change the default payment type in your phone’s NFC / Tap & Pay settings. This is found in (may vary across devices): Settings > Tap & Pay > Payment default

Which Apple devices can I use?

Apple Pay works with iPhone 6 and later in stores, apps, and websites in Safari; with Apple Watch in stores and apps; with iPad Pro, iPad Air 2, and iPad mini 3 and later in apps and websites; and with Mac in Safari with an Apple Pay enabled iPhone 6 or later or Apple Watch. For a list of compatible Apple Pay devices, see https://support.apple.com/km207105

Does Apple store the card details?

No, your card details are not stored on the device or in the Cloud. When a card is added to Apple Pay, a Device Account Number replaces the need for the card number.

What is the Device Account Number?

The Device Account Number is used to make secure purchases in stores and within apps and websites. It will not work if it is compromised in any way and cannot be used outside of the device it is assigned to.

Where can I find the Device Account Number?

The Device Account Number can be found by opening the Wallet app and tapping the (i) symbol in the bottom right corner and then scrolling down to find Device Account Number.

Does it cost me anything to use Apple Pay?

No, it does not cost you anything extra to use Apple Pay. The usual credit or debit charges apply to purchases and some retailers may apply a credit or debit card surcharge to purchases made using any payment method, including Apple Pay, contactless or chip and PIN transactions. You require an active data plan or Wi-fi connection to add your card to Apple Pay. Based upon your mobile plan and network, additional message and/or data charges may apply.

How do I activate my card with Apple Pay?

For security purposes, when a new card is added to Apple Pay we’ll ask you to complete a verification check before it can be used with Apple Pay. We’ll either: ‒ Send a one-time password to the mobile phone number you have registered with us ‒ Send a one-time password to the email address you have registered with us ‒ Ask you to call us on 131 728 and answer some security questions

Can a single card be added to multiple Apple Pay wallets?

Yes, a card can be added to Apple Pay on up to nine different devices but the card will need to be added to each device separately.

Can multiple cards be added to a single Apple Pay wallet?

Yes, up to eight cards can be added to Apple Pay on a single device. The first card added to the device will become the default card, but you can change the default card.

Where can I use Apple Pay?

You can use your device to make a payment using Apple Pay in stores, within apps or on participating websites wherever they see one of these symbols:

How do I make payment in stores with an iPhone?

To authorize a payment hold your iPhone 6 (or later model) above or near the contactless reader and: ‒ Place your finger on the Touch ID to authorize payment (if Touch ID is enabled); or ‒ Enter your device passcode (if Touch ID is not enabled)

How do I make payment in stores with an Apple Watch?

With an Apple Watch you double-click the side button and hold the display up to the contactless reader to authorize a payment. Please note: the Apple Watch NFC feature has to be activated before Apple Pay will work. When you strap your Apple Watch to your wrist you will be prompted to enter the device passcode. This will enable Apple Pay. If the Apple Watch is removed from your wrist, so skin contact is lost, Wrist Detect detects that skin contact has been lost and Apple Pay and the NFC feature are deactivated.

How do I make payment within an app or on participating websites?

1. Look for the Apple Pay icon during checkout. When Apple Pay is selected as the payment method 2. Check your billing, shipping and contact information to make sure that they’re correct. If you want to pay with a different card, tap > next to your card. 3. If you need to, enter your billing, shipping and contact information. Apple pay will store that information, so you won’t need to enter it again 4. When you are ready, make your purchase. Place your finger on Touch ID or enter the device passcode on iPhone and iPad, or double-click the side button on the Apple Watch to authorize payment. After your payment information sends successfully, you’ll see Done and a checkmark on the screen

Can I use Apple Pay to make a payment on a website using my Mac?

Yes, you can use Apple Pay to make payments on participating websites using a Mac on Safari. To use Apple Pay, the Mac needs to be signed in to the same iCloud account as the iPhone or Apple Watch and have Bluetooth enabled on your Mac. You then: 1. Select the Buy with Apple Pay or Apple Pay button 2. Check your billing, shipping and contact information are correct: ‒ The default card can be changed by clicking the button next to the default card and selecting a new credit or debit card from any iPhone or Apple Watch which is nearby and signed into the same iCloud account ‒ If you need to, enter your billing, shipping and contact information. Apple Pay will store that information on your iPhone, so you won’t need to enter it again 3. When you are ready, make your purchase. Place your finger on Touch ID or enter the device passcode on your iPhone, or double-click the side button on the Apple Watch to authorize payment. After your payment information sends successfully, you’ll see Done and a checkmark on the screen

Is there a transaction limit when using Apple Pay in store?

Apple Pay transaction under $100 can be made by holding the device up to the contactless reader and authorizing payment using Touch ID, the device passcode or double-clicking the side button on Apple Watch. For transaction over $100 you might be asked to enter your card PIN in to the retailer’s terminal.

How do I return an item purchased with Apple Pay in stores?

You take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while other may have to refund the plastic card. If the retailer is able to refund the device used to make the original purchase, you: ‒ Select the card they want to be refunded within the Wallet app ‒ Hold the iPhone 6 (or later model) above or near the contactless reader and authorize the refund using Touch ID or the device passcode; or ‒ Hold the Apple Watch display up to the contactless reader and double-click the side button to authorize the refund You may need to provide the last four digits of the Device Account Number to the retailer. This can be found by opening the Wallet app and tapping the (i) symbol in the bottom right corner and then scrolling down to find Device Account Number.

Will I be able to view my Apple Pay transactions within the Wallet app?

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app.

Will I be able to view my Apple Pay transactions in my bank statement?

Transactions will appear as they normally do on a bank or credit card statement. It is not possible to show if a transaction was made using Apple Pay, contactless card or chip and PIN.

Is Apple Pay secure?

Yes, Apple Pay is secure. A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the retailer. Other features which help to keep your payments secure and safe include: iPhone and iPad Payments can only be authorized by using Touch ID (if it is enabled), or by entering the device passcode. Apple Watch Payments can only be authorized if the device passcode has been entered and skin contact with the device has not been lost. If the device has been removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the NFC feature and Apple Pay the device passcode has to be entered again. Please note: you should never share your device passcode, or register more than one person’s fingerprint to Touch ID, while your card is registered to Apple Pay.

How do I change my default card?

The first card added to the Wallet app becomes the default card for that device. To change a default card you must follow these steps: iPhone 1. Open the Wallet app 2. Touch and hold your finger over the card you want to make the default card 3. Drag the card to the front of the cards in the Apple Pay section Apple Watch 1. Open the Watch app on your iPhone 2. Go to the My Watch tab 3. Tap Wallet & Apple Pay and then Default Card 4. Choose a new card iPad 1. Go to Settings 2. Tap Wallet & Apple Pay and then Default Card 3. Choose a new card

How do I remove a card from Apple Pay?

To remove a card from Apple Pay you must follow these steps: iPhone 1. Open the Wallet app 2. Select the relevant card and then tap (i) symbol in the bottom right corner to see all the card details 3. Scroll down and select Remove Card Apple Watch 1. Open the Watch app on your iPhone 2. Go to the My Watch tab 3. Scroll down and tap Wallet & Apple Pay 4. Tap the card and then tap Remove Card iPad 1. Go to Settings 2. Tap Wallet & Apple Pay and then Remove Card 3. Choose the card to be removed from Apple Pay Please note: if you remove your device passcode or Touch ID security feature, or sign out of iCloud, all cards will be removed from Apple Pay on the device.

What should I do if my card is lost or stolen?

You should contact us straight away on 131 728 so the lost or stolen card can be cancelled and no further purchases made. You should also remove the lost or stolen card from the Wallet app. When the replacement card is issued you will have to add this to Apple Pay.

What should I do if my iPhone or iPad is lost or stolen?

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function. Or you can log into iCloud.com and remove all cards from Apple Pay remotely. If you do not have the app you should contact us on 131 728 to request that your card be disable for use with Apple Pay.

What should I do if my Apple Watch is lost or stolen?

You should contact us on 131 728 to request that your card be disable for use with Apple Pay. You should also go to iCloud.com and remove your card from Apple Watch. If you find your Apple Watch you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

Is there a fee for using Internet Banking?

Access to the Police Bank Internet Banking Service is free*.

My Internet Banking is going off the screen?

If the Internet Banking page is too big for your screen and you cannot see the text on the right-hand side or can't scroll down the page your screen display setting may be too low. For best viewing results of our website your screen resolution must be at least 800x600 pixels.

Are you receiving the message "Access Denied"?

This message is displayed when your Member number or password is incorrect. If you have forgotten your password or login please contact our Assistance Centre on 131 728, Monday - Friday 8am to 6pm.

Are you receiving the message "Host Connection Failure"?

If this message appears on your screen please contact Police Bank's Assistance Centre on 131 728, Monday - Friday 8am to 6pm.

Are you receiving the message "Server Reactivating"?

This message may occur for one of two reasons:
1. Internet Banking has been restarted and is still loading up, or
2. You have logged in using an incorrect password 3 times the previous day and have not waited the full 24 hours for the system to reset your login or contact our Assistance Centre on 131 728, Monday - Friday 8am to 6pm.

Are you receiving the message "Mixed Communications Error"?

This message appears if there is a server problem with our Internet Banking. Contact our Assistance Centre on 131 728, Monday - Friday 8am to 6pm to have the issue addressed.

Are you receiving a message noting that you have been logged for 10 minutes?

If an error flashes up quickly, noting that you have been logged for 10 minutes - you are operating Internet Explorer version 6. This version automatically has 'cookies' disabled for security reasons. It is best you upgrade your Internet Browser for your own security.

Are you receiving the message "Host Header error"?

Update internet browser error usually appears when you change internet providers or your internet provider has changed something on their end. Check with your internet provider for more details on how to fix this.

Are you receiving the message "Image text entered is incorrect" (CAPTCHA text when logging in)?

Some images are very similar in their look. For example the number zero and capital letter O are similar. The number is generally more oval and thinner than the letter. Additionally, both capital letters and lower case letters are used in the text displayed. Ensure your Caps Lock is turned off on your keyboard before accessing Internet Banking.

Can’t link to Internet Banking from my Favourites?

Police Bank advises that you should never place our Internet Banking site (ebanking) in your favourites. From time to time actions are taken to change the link to Internet Banking to combat fraudulent activity. Accordingly you should always use the login button on the Police Bank home page. You can put www.policebank.com.au in your Bookmarks or Favourites.

Downloading transactions to Microsoft Excel, Quicken or MYOB?

Make sure that the Police Bank Internet Banking site is included in your ‘Trusted Sites’. You will need to set your security settings for this zone such that the ‘Automatic prompting for file downloads’ option is Enabled. You will then be able to download your transactions.

What are Pending Transactions?

Pending transactions are Debit/Credit Card transactions on your account that have not yet been processed. They are deducted from your ‘Available funds’, however are not deducted from your ‘Account balance’ until they are processed

PayAnyone - Sending a Payment

PayAnyone - Collecting a Payment

PayAnyone - Other

What is the difference between Police Bank Internet Banking and Police Bank Mobile Banking?

There is not much difference between the two channels. Police Bank Mobile Banking is a simplified version of Police Bank Internet Banking that is accessed via your mobile phone.

What are my Login details?

Your login details are exactly the same as Police Bank Internet Banking and you don’t need to register to use Police Bank Mobile Banking. If you do not have Police Bank Internet Banking, contact the Assistance Centre on 131 728 for Police Bank Internet and Mobile Banking services.

Is my mobile phone compatible?

Police Bank Mobile Banking is an internet based banking service. You can access Mobile Banking through an iPhone, Android or most other Smart Phones via their respective internet browsers.

I need to transfer funds to another Police Bank Member but cannot find the option. How do I process it?

This function is still available, however, when you select the ‘Transfer’ button and in transfer ‘To’, an option ‘Pay New’ will appear. Enter the details including the BSB and a new personal payee will be set up. Select ‘Transfer’ again to process. This will still proceed as an internal transfer and the funds will be available immediately for the receiving party. Any external transfer may take from 24-48 hours to be received at the intended destination. Please ensure you input the S account type as well as the Member number in the screen.

Why aren’t all my Police Bank Internet Banking personal payees available in Mobile Banking?

Due to limitations within Police Bank Mobile Banking, not all personal payees will be available in Police Bank Mobile Banking. Should you wish to have them available in Police Bank Mobile Banking, new payees should be loaded in Police Bank Mobile Banking. By setting this up in Police Bank Mobile Banking, everything loaded will also be available within Police Bank Internet Banking.

Can I make changes to future payments set up in Police Bank Internet Banking?

No, this function is not available. Future payments can be added in Police Bank Mobile Banking but you can only make changes to future payments through Police Bank Internet Banking.

Is Police Bank Mobile Banking secure?

Yes. Police Bank Mobile Banking has the same security and authentication procedures as regular Police Bank Internet Banking. You can bank at your own convenience and feel confident that your personal information is being protected.

Will you charge me a fee for using Police Bank Mobile Banking?

No. There are no additional fees or charges for using Police Bank Mobile Banking service, only standard transaction fees apply if applicable. Please be aware that charges may be applicable from your service provider. To confirm these details contact your mobile service provider to enquire about your current data plan.

Can I access Police Bank Mobile Banking when I’m overseas?

Yes, however data roaming charges may apply. To find out more, please contact your mobile service provider.

Is there a quick way of switching between my VIP security token and Mobile Banking?

Yes. On the iPhone3GS and iPhone4 you can switch between different tasks by double-clicking the home button on your phone. This will bring up a list of recent tasks, so if you have gone into both Mobile Banking and your VIP Security Token applications you will be able to switch easily between the two applications.

Also, for all iPhone users that have iOS3+ you have the copy/paste function available on your iPhone. Double tap the screen where you see the VIP token number, select 'copy' and then when you are prompted though Mobile Banking to enter the number simply double tap the screen where you want to enter your token number and select 'paste'.

What are Pending Transactions?

Pending transactions are Debit/Credit Card transactions on your account that have not yet been processed. They are deducted from your ‘Available funds’, however are not deducted from your ‘Account balance’ until they are processed

Sending a Payment

How do I send a payment?

• Log in to Mobile Banking > select Payments option > select PayAnyone
• Select Pay New. You can either enter a new payee’s details (mobile number or email address or BSB and account number) OR simply select an existing Mobile & Email Payee
• Fill out your payment details
• Confirm the payment
• The Collection Code will be displayed on the following page. (You’ll receive this when you make the payment and can view this in the Uncollected Payments screen within Mobile Banking)
• The recipient will receive a SMS or email notifying them that you have sent a payment to them
• You will need to let the recipient know the Collection Code, which is displayed on the Confirmation page or available in the Uncollected Payments screen, in order for them to collect the payment.

How do I send the Collection Code to the recipient?

• Police Bank recommends you to pass on the Collection Code to the recipient via a phone call or speak to them in person for security reasons
• Police Bank is unable to provide you or the recipient with the Collection Code
• The Collection Code is available in the Uncollected Payments screen.

Do I need to be a Police Bank Member to send payments?

When I make a PayAnyone payment, what happens to the money?

• If you’re making a payment to another Police Bank Member, the payment is normally processed immediately, though it can take up to one business day
• If the payment is made to an account held with another Australian financial institution, the timing of when funds are available in the recipient’s account will ultimately be dependent on the recipient’s financial institution
• If the person you made the mobile payment to doesn’t collect the payment within fourteen (14) days of receiving the SMS or email notification from Police Bank, it will simply be returned to the Police Bank account you originally sent the payment from.

Is there a daily limit of how much I can transfer?

How do I know that the recipient has collected the money? Do I get notified?

What if I enter an incorrect mobile number or email address when sending a payment?

• If you think you have made a payment to an incorrect mobile number/email address, you can cancel the payment and create a new one
• To cancel, go to the Uncollected Payment option on the main Payments page, select the payment and delete it
• A payment still showing in this list has not been collected. If this is the case, the payment cannot be collected without the secure Collection Code, which only you know. If you don’t pass this code on, the funds will be returned to your Police Bank account after 14 days of the recipient receiving the SMS notification from Police Bank
• If the payment is no longer shown in the Uncollected Payments screen, then the payment has been made to someone. If this is the case, please contact Police Bank on 131 728 to make a payment dispute.

Collecting a Payment

How do I collect a payment?

• You will receive a payment advice by either SMS or email, which informs you that someone has transferred you some funds
• The sender should contact you to provide the Collection Code required to collect the payment
• You can then claim your payment by going to the Collections site
• Enter the Collection Code, the amount, method of payment (ie. SMS or Email) and your BSB and account details. Please note for Police Bank accounts, it will be necessary to include the S type, eg. 123456S1
• Wait for your payment to arrive. Please note that it will take up to 1-2 business days for the amount to arrive in your account.

Where do I collect the payment?

How does the recipient know that they have a payment ready for collection?

How do I know the SMS or email notification I get is from Police Bank?

Do I need to be a Police Bank Member to receive the money?

When does the recipient need to collect the funds by?

What happens if the money is not collected after 14 days?

What happens if the recipient did not get any notifications from Police Bank to collect their funds?

• The exact $ amount
• The payment method (email address/phone number)
• The Collection Code.

How long does it take for the money to be transferred to the recipient’s account?

What happens if the funds don’t reach the recipient’s account within 2 business days?

• Check with the payer to see if the details were correctly entered
• Request for the payer to contact Police Bank to get an update on the status of the payment.

What happens if the recipient loses the Collection Code?

What happens if the recipient enters the wrong details when collecting the payment?

• If the transfer is made to an incorrect recipient, the funds sent may not be able to be recovered
• If the payment is no longer shown in the Uncollected Payments screen, then the payment has been made to someone. If this is the case, please contact Police Bank on 131 728 to make a payment dispute.

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Other

Is PayAnyone a secure payment method?

Yes, PayAnyone functionality is on the Mobile Banking payment system, which uses 128-bit Secure Sockets Layer (SSL) protocol encryption. This is the same security and authentication as Internet Banking.

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Why doesn’t Police Bank send the Collection Code directly to the recipient?

The Collection Code is not sent to the sender for security reasons. We also recommend for the Collection Code to be passed on to the recipient via a phone call or speak to them in person for security reasons.

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What does the Collection Code look like?

The Collection Code is a six digit code used to collect the payment.

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What is the best way to notify the recipient of the Payment Code?

For added level of security, Police Bank recommends you notify the recipient via a phone call or speak to them in person for security reasons

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Can I make a payment from my credit card account?

Yes, but there will be interest charged on any amount you transfer from your Police Bank Credit Card account. These transactions will be treated as a cash advance and an interest free period WILL NOT apply for these transactions.

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Can I cancel the payment once I’ve sent it? How do I do that?

Yes, you can cancel the payment. Go to the Uncollected Payment menu from the Payments main page, select the payment and delete it.

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What happens if I change my mobile phone?

You can still use Mobile Banking on a new device. Your access to PayAnyone or Mobile Banking is not limited to one device.

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What happens if I change my mobile phone number?

• If you change your mobile phone number, you can still use Mobile Banking as your number is not linked to your Mobile Banking
• If you are a regular recipient of a payment, you might like to update the sender with your new mobile phone number to ensure that any future payment(s) is made to the correct detail.

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How will PayAnyone payments appear on my statement?

• Payments sent to email addresses or mobile phone numbers will appear with “MB PAY” references on your Financial or Credit card statements
• If the payments were sent via BSB/account numbers on Mobile Banking, they will appear as normal Electronic Funds Transfer (EFT).

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Will my payment information be listed in my mobile phone bill statement?

No. Your payment information for PayAnyone will only appear on the bank account statement relevant to the accounts you use and not on the mobile phone bill statement as supplied by your mobile telecommunications provider.

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How did Police Bank get my mobile number or email address?

The person sending you the mobile or email payment (the sender) is a Police Bank Member and in turn provided your mobile phone number or email address so that Police Bank could notify you that they’ve sent you money. Police Bank only uses your mobile phone number or email address to send you a notification confirming that you’ve been sent a mobile or email payment from PayAnyone, as well as to identify you when you collect it.

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I’ve received a mobile payment. How do I know when I’ve been paid?

Provided that you’ve entered the required details correctly (your BSB and bank account details, the secure Collection Code, payment amount and all the steps throughout the mobile payment-collection process) the funds will normally appear in the account you choose within 1 – 2 business days. Note: The timing of when funds are available in your account will ultimately be dependent on your financial institution.

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Who sent me this mobile payment?

The name of the sender (a Police Bank Member) will be included in the SMS or email notification you receive from Police Bank. Please note that the sender has been advised by Police Bank to contact you to pass on notification that a payment has been made to you. If the sender doesn’t pass this code on to you, you will not be able to retrieve the payment from the Collections site.