internet banking FAQs

Registering for Access to Internet Banking

Q: How do I register for the Internet banking service?
A: You can download a copy of our application form and return it by mail, or request a copy of the form over the phone, by email or by using our general enquiry form. Or simply apply at one of our service centres.

Q: After filling in my application form to use Internet Banking, how long will it take before I can use online banking?
A: Usually within 48 hours you will receive an email from us confirming your application. If you apply at one of our service centres your temporary password will be provided immediately. Then log in to Internet Banking, and key in your member number and temporary password.

Passwords

Q: What if I forget my password?
A: You must notify us that your password is not working or you have forgotten it. We will issue you with a new password on receipt of a completed and signed "Registration/Reset" Form.

Q: How many times can I attempt to log in with my password?
A: Internet banking will allow three login attempts before blocking access to your accounts. Contact your service centre or call us on 1300 364 400 during business hours for information about getting your password reset.

Q: If I use the wrong access code do I get barred?
A : You will be barred for 24 hours if you enter your access code incorrectly 3 times. After the 24-hour period has passed you will not be able to use your old access code. Please call SGE Direct on 1300 364 400 to be issued with a new access code.

Q: Sometimes the system rejects what I have chosen as my new password. Why is that?
A: Here are some rules for passwords:
Passwords must be at least 4 characters long and no more than 12 characters.
They cannot have any blanks, or spaces embedded in them.

Q: I receive a username and password box when I access an account that requires two signatures to sign.
A: The account will remain the same and will still require two signatures to process a transaction. These transactions will still not be allowed to be processed within the new Internet Banking site.

Screen Display

Q: Why do I need to scroll down or across to see the entire screen?
A: This is due to the screen resolution, which is set on the individual PC. If you find that you are unable to see part of the page, then a change to your screen resolution may help. You can check these via the "Control Panel" display settings if you are using a Microsoft Windows operating system.

Q: Why is it that some boxes or buttons on my browser's window are not displayed correctly?
A: Your PC could be running out of assigned memory. Close down some other applications you have open, to free up memory. Your display settings may not be correct for your monitor, or you may not be using the correct driver for your monitor.

Funds Transfer

Q: What are the rules for transferring funds between accounts by Internet banking?
A: Funds can be transferred between accounts under the same Membership number and/or to other SGE Credit Union accounts.

Funds can also be transferred to other Australian financial institutions (conditions apply). You will require the BSB, account number and account name details of the receiving account.

The account from which funds are being transferred must be a Savings Account or if you are in advance on your loan account and have registered for Redraw you may transfer funds from your loan account
The funds to be transferred must not be greater than the available balance

Q: Why can't I delete an existing Periodical Payment Authority? I receive an error "Authority is not a web funds transfer authority".
A: Any existing Periodical Payments loaded prior to the new Internet banking are unable to be modified within the new Internet Banking site. Please contact the credit union for further information. All Periodic Payments loaded within the new Internet banking site will be able to be deleted.

Q: If I do a transfer of funds by Internet banking, when will it effect my available balance?
A: Immediately (except for future dated payments).

Q: Whom should I contact if I notice a transaction on my account, which I believe I have not authorised?
A:Contact us immediately either by email or phone on 1300 364 400.

Redraw Facility

Q: How do I use my Loans Redraw facility?
A: You can perform a Loans Redraw only if your Loan Account displays an Available Balance.
To perform a Loans Redraw go to your "Welcome" screen which displays information about your accounts & transactions. Under the 'List of Accounts' section you can see a full list of your accounts. Click on your 'Loan Account number ' for e.g. 123456L16 for your account details. On your Account Details screen, click on 'Transfer' button to redraw.

Also you can go to your "List of Accounts" screen under the 'Accounts' menu. Click on your 'Loan Account number ' e.g. 123456L16 for your account details. On your Account Details screen, click on 'Transfer' button to redraw.

Q: How do I get charged for using a Loans Redraw facility?
A: The fees for performing a Loans Redraw will be directly deducted from the Loan Account.

Q: Why are the redraw requirements different to what I previously could redraw?
A: When calculating the amount of redraw you have available, the system retains 1 payment plus the fee for the redraw, instead of just the 1 loan payment previously held.

BPAY

Q: How do I make a BPAY bill payment?
A: 1. Select BPay option under Transact and follow the on-screen prompts.
2. Nominate account for funds to be drawn from.
3. Enter amount to be paid.
4. Look for the Biller code displayed on your bill and enter this.
For your convenience, the next time you pay this bill, the name will appear in the drop-down menu (ONLY IF TEXT ENTERED TO CREATE AS A PERSONAL PAYEE).
5. Enter the ‘Ref No’ displayed on your bill in the data box called Customer Reference Number. Enter amount to be paid.
6. Select to either “PAY NOW” or“PAY LATER”.
If you wish to make a payment on a future date, click on the ‘PAY LATER’ to bring up a calendar and select the required date. Click on OK TO SAVE NEW FUTURE PAYMENT.
7. Check the details on the next screen carefully. If correct, write down the Reference Number (or press the Print button in your browser) and click on Yes.
Important: you must click on Yes or the transaction will not be processed.

Q: Why do I receive a message saying my Customer Reference Number is invalid?
A: Please check your bill to ensure you have entered the number correctly.
Next ensure you have not entered any spaces between the numbers.
If still invalid, please contact the payee and check the details.

Q: How can I check that my BPay payment has been made?
A: This can be checked in the Transaction History function.

Q:How can I check the details of my future BPay payments?
A: Click on Future Payments.

Q:Why hasn’t my BPay payment gone through?
A: 1. This can happen if you did not press ‘Yes’ at the Reference Number screen.
2. You must have cleared funds in your nominated account for the transfer to be made.
3. It is to be made on a future date.
If you have scheduled a payment to be made in the future, you must ensure there are sufficient funds in your account to cover the payment on the day before the payment is due.

Q: What happens if I make a mistake with a future-dated payment, or want to cancel it?
A: Click on the ‘Future Payments’ function. This will display all of the payments you have scheduled to be made in the future, with options to view, or delete them. Please note that future dated payments can only be cancelled up until the day before the payment is due.

Fees and Charges

Q: Are there any additional fees charged for being an SGE Internet Banking user?
A: No. BPay and EFT transactions and transfers between accounts are not included in the count towards excess usage. Single transfers using SGE Internet Banking will not incur fees. You may however be charged a fee by the financial institution from or to whom you are transferring funds.

Deactivations

Q: Why am I deactivated?
A: As a security measure, if the password is entered incorrectly three times, members will have their access deactivated. This is to stop someone trying to guess your password.
To be reactivated, members will have to contact SGE Direct on 1300 364 400 and provide adequate identification to the operator.

E-statement Registration and De-registration

Q: I used to be able to register and modify my email address for e-Statements via Internet banking. Where do I do this in the new Internet banking?
A: The registration, update and deregistration process for e-statements will now be done manually. You will need to complete the e-statement Registration/Alteration/Deregistration form and return this to SGE Credit Union and it will be processed for you.

Browser Requirements

Microsoft Internet Explorer, Netscape Navigator or Mozilla FireFox should be used to access the Internet banking service. Full production release versions of these products must be used - never use beta versions.

The minimum version numbers of these browsers that you should use to access the Internet banking service are Internet Explorer 5.01 and later, Netscape v6.2 and later, or FireFox 1.0.4 or later. Do not use lower versions of the browsers than those stated. Amongst other things, they may not be able to implement 128-bit encryption successfully.

Always use the 128-bit encryption version of these browsers. Take care when downloading them, as the version number may be the same for both the strong and weak encryption versions of these browsers.

Use your browser's Help function if you are unsure of your browser's current version number or whether your version supports 128-bit encryption outside the United States of America. Microsoft Internet Explorer, Netscape Navigator or Mozilla FireFox should be used to access the Internet banking service. Full production release versions of these products must be used - never use beta versions.

The minimum version numbers of these browsers that you should use to access the Internet banking service are Internet Explorer 5.01 and later, Netscape v6.2 and later, or FireFox 1.0.4 or later. Do not use lower versions of the browsers than those stated. Amongst other things, they may not be able to implement 128-bit encryption successfully.

Always use the 128-bit encryption version of these browsers. Take care when downloading them, as the version number may be the same for both the strong and weak encryption versions of these browsers.

Use your browser's Help function if you are unsure of your browser's current version number or whether your version supports 128-bit encryption outside the United States of America.

Technical Support Questions

Q: What is the minimum requirement for Members to access Internet Banking from their computer?
A : members will require as a minimum the following:

Windows 98 or higher version
Internet Explorer version 5.5 or greater, Netscape Navigator version 7.0 or greater, Opera 8.0, Mozilla FireFox 1.0, Mozilla 1.4. Mac users require Safari 1.0, Camino 0.8.2, Omni web 4
28-bit Cipher Strength encryption
JavaScript/Active Scripting enabled
800 x 600 screen resolution
Ad-blocking firewall settings or software to be disabled
Pop-ups enabled.

Q: How should I configure my Browser’s security settings?
A: Our Internet Banking uses JavaScript and therefore requires JavaScript to be enabled.

To use Internet Banking your browser must be instructed to accept cookies. Your browser may be set to do this already, in which case you may be unaware that cookies are being exchanged between our computers. If not, you will probably receive messages from your browser asking whether you want to accept cookies.
At the end of your session our application always removes any cookies we have placed on your PC. Be assured we do not use cookies for any purpose other than to monitor the status and integrity of your current session.

Errors

Problems connecting to online banking are generally due to your Internet Browser settings not being quite compatible with our secure site. The following messages show the most common errors and their solutions.

Q: After I enter my Member Number and Password, the screen gives a ‘timeout error’ message.
A: This can be remedied by altering the browser settings.
Click on Tools, then Internet Options. On the General tab, in the middle section ‘Temporary Internet files’, click on Settings. Alter ‘Check for newer versions of stored pages’ to the option – Every visit to the page. Click on OK, and OK.

Q: After I enter my Member Number and Password, the screen says 'Access Denied'?
A: You are entering the wrong password. If you enter this incorrectly three times, you will get a notice warning that you will be deactivated if you try again. Please call SGE Direct on 1300 364 400 before you try again.

Q: After I enter my Member Number and Password, the screen says 'Host Communications Error'?
A: This indicates congestion between your computer and our secure data center and is usually cleared within a few minutes or so. Please leave for a few minutes and try again.

Q: After I enter my Member Number and Password, the screen says 'The server cannot find the url you requested' or "The page cannot be displayed"?
A: Your browser not accepting ‘cookies’ causes this. Internet Explorer 6 users, please check in Internet Options on the Privacy tab that this setting is either Medium or Medium High.

Q: After I enter my Member Number and Password, the screen says "CONNECTION EXPIRED you are now signed off. Click Ok to close this window"?
A: your browser not clearing the ‘cookies’ from a previous session causes this. See the Cookies section for more information. Internet Explorer 6 users, ensure that you have the latest security updates for your browser, available from Tools, Windows Update.

If you continue to have login problems, please check that you have the latest updates for your Internet browser and Operating System (Windows). These updates are recommended for your continued security and can be downloaded through Windows Update. Click on Start, Windows Update or open Internet Explorer and select Tools, Windows Update.

Alternately, you may wish to use an alternate Internet browser such as Netscape or FireFox.

If you are unsure of how to do this, please contact your PC maintenance service or the dealer from whom you purchased the PC.