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Below you'll find the answers to commonly asked questions.  If you cannot find an answer to your question here, please contact us on 13 61 91 or email info@sydneymutual.bank

Membership

 

Can anyone become a member?

To join Sydney Mutual Bank and become a member you will need to subscribe for one member share ($0.00) in the Mutual Bank. For more details and how to apply, please check www.sydneymutual.bank/AboutUs/BecomeAMember.

 

Internet Banking

 

How to register for Internet Banking?

To register for Internet Banking you can apply online by filling out the Internet Banking form. Alternatively, you can request a form over the phone by calling us on 13 61 91 or pop into your local branch.

If you choose to register for Internet Banking via the online application form, within 48 hours you will receive an email from us confirming your application. Your access code will only be given to you over the phone and only once you have been appropriately identified you will then be able to log on to Internet Banking using your member number, access code and date of birth.

 

How do I change the access code for Internet Banking?

Internet Banking will allow three login attempts before blocking the access to your accounts.
To reset your Internet Banking access code, fill out this form, contact your branch or call our member Contact Centre on 13 61 91 during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am). 

 

SMS Verification for Internet Banking

What is an SMS Verification Code?

The SMS Verification Code is a unique code which is sent to your registered mobile phone number as an extra level of security on your Internet Banking.

How does it work?

The SMS Verification Code creates a random temporary six digit code which is sent to your registered mobile phone number. You will be required to enter this six digit code into your Internet Banking. It is important that your mobile number is correct and always up to date.

When do I need to use the SMS Verification Code for Internet Banking?

Once registered you will be prompted to request a SMS Verification Code for the following functions:

• Adding a new payee

• Paying a new payee

• Modifying an existing payee or payment

• Updating your contact details

• Updating or resetting password details

Will I be charged for SMS Verification?

We do not charge a fee to use your mobile phone for SMS Verification. However, your mobile phone service provider may impose fees and charges for sending and receiving messages. You should contact your provider if you have any queries in relation to fees and charges.

How long is the SMS Verification Code available for?

To protect your account the SMS Verification Code is only available for 5 minutes and only valid for a single session.

What happens if I receive an SMS text and I'm not currently logged into Internet Banking?

Please contact us immediately on 13 61 91.

How do I update my mobile number that is registered for Internet Banking SMS Verification?

Please contact us on 13 61 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to change your registered phone number.

Can I use the same mobile on two different Internet Banking logins?

Yes.

Can an SMS Verification Code be sent to two phones?

No, you can only register one mobile number per SMS Verification Code registration.

Can I lock myself out of Internet Banking when I put in the incorrect secure SMS Verification code?

You will have a total of 3 attempts to input your SMS Verification Code before you are locked out. If you become locked out, please contact us on 13 16 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to reset your account.

How do joint members or business members register for SMS Verification?

Internet Banking logins are assigned at the individual client level. Joint members and business members will still log onto Internet Banking with their unique log in details. Each individual will need to register for SMS Verification.

What if I have difficulty meeting the above requirements to receive an SMS text?

Please contact us on 13 61 91 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) to see how we can assist you.

 

Mobile App

For mobile banking app FAQs please click here.

 

Credit and Debit Cards

 

How to activate a card on the website?

If you are registered for Internet Banking you can activate your card online. Simply log on to Internet Banking, click the ‘Services & Help’ tab and select ‘Card Activation’. Type in your new card number and expiry date and then press ACTIVATE.

If you are not registered for internet banking you can activate your card by calling our contact centre on 13 61 91 (Mon-Fri 8am - 7pm and Sat 8:30 - 11:30am) or pop into your local branch. 

 

What are the daily transaction limits?

The standard External and NPP transfer limits are $3,000 per day. .

 
 

What to do if I forgot my card PIN?

You can change your card's PIN number without knowing your old PIN via the mobile app. Log into the mobile app, select the ‘Cards’ option from the ‘Accounts’ screen, and then ‘Change PIN’. You don't need to know your old PIN, simply enter a new PIN, tick 'I don't know my PIN', confirm the new entered PIN and then select ‘Update’. The change of PIN is effective immediately.

 

How do I change my card PIN?

You may change the PIN of your card in the Cards section of the Mobile Banking app.

 

How do I report a lost or stolen card?

To report lost or stolen cards during business hours (Mon-Fri: 8am - 7pm, Saturday: 8.30am - 11.30am Sydney time), please call us on 13 61 91. Outside of business hours please call 1800 648 027. If you are overseas and you want to report your lost or stolen Visa card, please visit www.visa.com.au/support/consumer/lost-stolen-card.html

You can also use the Mobile Banking app to report a card lost or stolen by selecting the ‘Cards’ option from the ‘Home’ screen, and then selecting ‘Report Lost or Stolen Card’. This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the Mobile Banking app. 

 

How do I dispute a transaction?

Is there a transaction on your credit or debit card that you don’t think you made? Some merchants have trading names that differ from their business names, company names or brand names.

You can search online to find out about the merchant’s name on your statement. That should show you any other business names that merchant uses and maybe you will see a name you recognise. If you are sure you have not authorised the transaction and you need to raise a dispute, please visit https://www.sydneymutual.bank/card-transaction-dispute

 

How much money can I withdraw from an ATM in one day?

The standard daily card cash limit is $1,000 AUD. When using ATMs outside Australia please note that other daily limits may apply.

 

Do I need to notify Sydney Mutual Bank prior to Traveling overseas?

To make sure your cards stay active while you’re away, you can let us know your travel plans using the Mobile Banking mobile app, calling us on 13 61 91, or visiting us in-branch before you go.

 

Does Sydney Mutual Bank have cardless cash?

Currently there is no cardless cash facility at Sydney Mutual Bank. We intend to add this feature in a future release of the Mobile Banking App.

 

BSB, account & member numbers

 

What is Sydney Mutual Bank BSB number?

The BSB for Sydney Mutual Bank is 611 001.

 

What is my account number?

Your Account number is your Member number, and you may find it printed on your statements. If you do not have any statements available, you need to call us on 13 61 91 or pop into your local branch in order to retrieve your account number.

 

How do I find my external account number?

Your account identifier is your Member number followed by a letter and number identifying the account type (e. g. 123456S1, 123456L1.1). The 9-digit account number corresponding to each of your account identifiers may be found in the Internet Banking, in the Account list, and also under Services & Help / BSB Information.

 

What is my member number?

You may find your Member number on your welcome email or letter you received when you joined, and it's also printed on your statements. If you do not have any of these available, you need to call us on 13 61 91 or pop into your local branch in order to retrieve your member number.

 

Transactions and Funds

 

How to check what funds I have available to redraw?

The funds available to redraw are displayed in your Internet Banking account and your Mobile Banking mobile app, if you are registered for Internet Banking. You may also use Phone Banking service which gives you 24-hour access to your accounts via a secure, automated phone service - simply call 13 61 91 from any touch-tone phone and follow the voice prompts.

 

Can I send or receive a SWIFT payment?

For details on sending or receiving SWIFT payments please visit this page

 

Can I stop or cancel a transaction while it is in pending?

You're unable to stop or cancel the transaction until it is complete. It generally takes 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer. You need to wait until the transaction is complete and is no longer a pending transaction if you wish to dispute it.

 

How do I cancel a direct debit?

To stop or alter a Direct Debit, just:

  • call our contact centre on 13 61 91
  • email us at info@sydneymutual.bank
  • write to us at PO Box 881, Haymarket, NSW 1240
  • visit a branch and let our staff know

at least three (3) business days before the next payment is to be made. We recommend that you also let the direct debit supplier know as well.

 

Is there a limit for BPay transactions?

A limit of $20,000 applies per day for BPAY transactions.

 

Is there a cut off time for BPAY payments?

Payments made before 4.00pm (EST) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

 

What is Sydney Mutual Bank's cheque deposit clearance period?

All cheques drawn on an Australian bank in AUD are generally cleared within 3-4 business days. Foreign cheques require 45 days plus.

 

What's the deposit clearance period?

All cheques drawn on an Australian bank in AUD are generally cleared within 3-4 business days. Foreign cheques require 45 days plus.

 

Statements

 

How do I access online statements?

If you are receiving paper statements and need to switch to your online statements, please contact us.

 

Where do I find online statements?

If you are registered for Internet Banking, simply log on, click the ‘Accounts’ tab and select ‘Online Statements’ to find your online statements.