Mobile Banking and Smartphone Apps Frequently Asked
Questions
1.
How do I register Mobile Banking?
Answer:
Once you have registered for Internet Banking you can register for Mobile Banking by
downloading the Beyond Bank Mobile Banking App for your iPad, iPhone or Android phone.
After downloading the Beyond Bank Mobile Banking App for your preferred device you will
then be required to register your PIN and device (note: multiple devices can be registered for
any single customer).
2.
Why do I have to have a PIN Number and Name My Device in the new
Mobile Banking System?
Answer:
We have a security system for Mobile Banking to make the login process easy and simple
for our customers.
The PIN you choose is a personal identification number that is linked to your membership
and your device. We ask you to name your device so you are aware of its description when
you are looking to manage the options (such as alerts) in the system.
3.
What length of PIN or Characters can be used?
Answer:
Between 4 and 8 digits (numeric only).
4.
What happens if I forget my PIN or get it wrong and get locked out?
Answer:
You can select the ‘Forgotten your PIN’ option from the login page, enter your customer
number and password used for Internet Banking, and then register a new PIN and device
name.
5.
What happens if I use the same PIN on multiple devices and forget it –
will I be locked out of all devices?
Answer:
No, but as each device is registered individually, if you have forgotten your PIN it will need to
be reset on each device.
6.
Can I only register one membership on my mobile device?
Answer:
Yes, this is correct as the PIN-based security system we provide links your membership to
your PIN and the device on which it is registered.
You can, however, register one membership on multiple devices. For example, you can
register your membership on both your iPhone and your iPad.
7.
Can I change my PIN?
Answer:
Yes, there is an option available under ‘Settings’ which you can access via the 4 horizontal
logo bars at the top of the screen.
8.
Are there any PIN rules I should consider?
Answer:
Yes, do not use repeated digits (eg 22222222), sequential numbers (eg 12345678), or your
customer number that matches the PIN exactly. You must also ensure that it does not
represent your DOB or any part of your name.
9.
What features and functions are available with the Mobile Banking
App?
Answer:
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10.
View Account balance details, including details specific to your accounts.
View Transaction history on your accounts.
Receive Push Notifications on our app and then view details of Alerts you have
established via Mobile Banking.
Establish specific Transaction, Account Balance and Card Transaction Alerts.
Manage your specific Alerts.
Manage your Device Registration.
Change your Device PIN.
View Help Information.
How do I log out of Mobile Banking?
Answer:
Select the log out button which is displayed after selecting the icon with 4 horizontal bars at
the top of the screen.
11.
What transaction history is available?
Answer:
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Last 7 days history is provided as default, you can select a further 7 day.
Option to search for selected date range – limited to 500 displayed.
12.
What do I need to do to receive personalised alerts on the Mobile
Banking app?
Answer:
If you would like to receive personalised alerts regarding advice on your accounts or
transactions via push notifications, you will need to accept push notifications on the Apple
app. Android-based devices are automatically enabled for push notifications. You will,
however, need to enable push notifications for alerts within mobile banking.
13.
How can I register for Alerts?
Answer:
Alert Registration is available from the Settings screen of Mobile Banking under Manage
Your Alerts.
14.
Why do I need to register a mobile phone number when I register for
alerts on my iPad app?
Answer:
This is because we make use of a system that is primarily designed for smartphones
regarding the alert system. We advise that you simply enter your mobile number into this
field.
15.
What alerts can I register for?
Answer:
You can register to receive alerts for direct credits, balance thresholds, balance updates,
Visa PayWave, Visa Debit Purchases and card-based threshold alerts.
16.
How do alerts work?
Answer:
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Direct Credits – we will send you an alert when you receive direct credit of funds to your
accounts from your credit suppliers.
Balance threshold – we will send you an alert when your nominated account falls below
a nominated low balance threshold or goes above a nominated high balance threshold.
Balance Update – we will send you an alert on the balance of your nominated account
at a particular scheduled time.
Visa PayWave– we will send you an alert when you conduct Visa PayWave transactions
on your Visa Debit Card.
Visa Receipt – we will send you an alert when you conduct Visa transactions.
Threshold Alert for transaction type – We will send you an alert for any designated
type of card transaction, when you spend more than your user-defined amount within a
user-defined number of days.
17.
Can I manage delivery times for non 24X7 Alerts?
Answer:
Yes.
18.
Can I register multiple devices for Alerts?
Answer:
Yes.
19.
How will Alerts be delivered?
Answer:
Alerts will be delivered to your registered device via push notifications. You will then need to
login to Mobile Banking to access the full details of the alert in the recent alerts screen.
Alerts you have viewed will remain on display in the recent alerts screen for 7 days. New
alerts that you have not viewed will remain until you have viewed them.
20.
What if I have more than one device registered – do I have to register
Alerts for each device if I want them?
Answer:
No, if you have registered more than one device for Alerts, any new Alert registered will
apply to all registered devices.
21.
If a device becomes deactivated, will I still continue to receive Alerts to
that device?
Answer:
No
22.
Can I view recent Alerts sent to me?
Answer:
Yes, all alerts not previously viewed, as well as alerts previously viewed that were sent
within the last 7 days.
23.
What Alert information will be displayed?
Answer:
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24.
The date and time the message was sent
The message alert type
Specific content of the message (depends on alert type)
What are alert info-graphics and where do they appear?
Answer:
When a customer establishes card-based alerts in mobile banking they will be presented
with images of the particular types of transactions that make up the alert. These images are
presented alongside the transaction detail in order for the customer to visually understand
the types of transactions they are conducting.
25.
Can I register more than one Device?
Answer:
Yes, any customer can register an iPhone, iPad or Android phone device.
26.
Can I deregister a Device once registered?
Answer:
Yes, the option to deregister a device is available from the Device Management screen
under Settings.
27.
Will the Device Management screen display all devices registered?
Answer:
Yes, all devices registered using your customer number will be displayed.
28.
How will I identify each registered device?
Answer:
When you register a device you nominate a unique device name (eg Peter’s iPhone).
29.
What if I no longer have access to that device and have no other
devices registered?
Answer:
If you have intentions to register another device, you can deregister the original device from
the newly registered device. Otherwise, simply contact us to have the original device
deregistered.
30.
Is there a timeout period for Smartphone banking?
Answer:
Yes, after 10 minutes of inactivity, your session of Mobile Banking will expire and you will be
logged out.
31.
How will I know my session of Mobile Banking has expired?
Answer:
The screen will display a message when you attempt any request after the 10 minute period
of inactivity.
32.
What Security options should I consider on my device?
Answer:
Security options may vary for each device, but the following should be considered:
 Only activate Bluetooth when required.
 Only use a Secure WiFi network.
 Ensure browser security settings are enabled.
 Enable auto-lock on your device and use a passcode.
 Utilise Security Software for prevention of possible Malware (Android OS only).
 Activate Alerts within Mobile Banking Alerts Management for transactions (eg
Transaction Threshold, etc).
 Change your Device PIN number or Internet Banking Password if you consider either
may have been compromised.
33.
How up to date is Pathways?
Answer:
When Pathways (our Newsletter) is released we will update the app to reflect the latest
edition.
34.
What information is provided on Product page?
Answer:
The product pages include product information as well as current interest rates.
35.
What Calculators are available on the app?
Answer:
There are home loan, personal loan and savings calculators.
36.
Can all smartphones install the app?
Answer:
There are a number of smartphones in the market with different operating systems. While we
understand that our apps will operate on all iPhones, and most Android-based smartphones,
we cannot guarantee that people have not made changes on their devices or operating
systems that will change the way apps function or prevent the app from functioning.
37.
Android Smartphone and Operating system compatibility Guide:
The following information is provided to assist staff so they can advise customers regarding
which Android phones and operating systems are compatible with our Android app.
There are many different types of Android devices, each functioning slightly differently. The
app fully supports Android versions 2.2 and above and Android 4.0 and above on the
following devices:
 HTC Velocity, HTC Sensation, HTC One X, HTC One XL, HTC EVO 3D, HTC Desire
 Samsung Galaxy S1, Samsung Galaxy S2, Samsung Galaxy S3, Samsung/Google
Galaxy Nexus, Samsung Galaxy Note, Samsung Wave
 LG Evo 4G, LG Optimus 3D
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Motorola Droid, Motorola Droid X, Motorola Defy 8210.
This is not to say that the app will not work on other versions. However, on versions and
handsets not listed above, the results from the app may vary from the design and it may not
function correctly. In particular, the result will be affected by the 'screen resolution' (the size
& dimensions of the screen).
The supported screen resolutions are:
 qHD (540x960)
 WVGA (480x800)
 WXVGA (720x1280).
38.
Can all tablets install our app?
Answer:
There are a number of tablets in the market with different operating systems. Our tablet app
has only been developed for iPads at this stage and is not available on Android tablets. We
cannot guarantee that people have not made changes on their devices or operating systems
that will change the way apps function.
39.
Can I use Internet Banking on smartphone or tablet app?
Answer:
Not from the app itself. The customer can launch their browser from their device and access
Internet Banking from their browser. However, it is not a feature of the apps we provide.
40.
What security is provided on the apps?
Answer:
The secure aspect of the apps surrounds the mobile banking features of the apps and
access to mobile banking. All other features of the apps are public knowledge and/or
available to the public and therefore do not have security applied from an access
perspective.
41.
Are there any fees & charges for the apps?
Answer:
No, the apps are free and access to their features is also free! However, the owner of the
phone will need to be aware of the data costs their phone carrier may charge.
42.
Will the customer need to register for the apps?
Answer:
No, but they will need to download them on their chosen device. They will, however, have to
register for mobile banking under the new mobile banking security system (PIN and device
registration).
43.
Do staff need to assist customers with installation of the apps?
Answer:
No, customers should be able to download the apps via the App Store or Google Play
without assistance being required. There are also links on our website to the Apple Store
and Google Play on the Mobile Banking page.
44.
Are all branches able to be located on the apps?
Answer:
Yes, all Beyond Bank Australia Group branches can be located from the apps. The details
for each branch also summarise the opening times, rediATM access and services available
in the branch.
45.
Are all rediATMs located on the app?
Answer:
Yes, all rediATMs can be located using the app. The app provides location and access
details for rediATMs (non rediATMs are not included in the app).
46.
How often will the rediATM data be updated?
Answer:
The database is updated as soon as CUSCAL update their rediATM database – at worst
there will be a 48 hour lag for changes to the rediATM database.
47.
If the customer selects to send us a message from the app via the
“contact us” menu, where does the message go?
Answer:
The message will go to Beyond Bank staff for a response.
48.
What if a customer cannot find the app?
Answer:
If the customer cannot find the app on the App Store (for iPhone and iPad) or Google Play
(for Android) the easiest way for a customer to locate and download the appropriate app is to
find it via our website.
49.
Facebook, Twitter and Blog links take you where?
Answer:
The links to our social media accounts will take the customer direct to the relative “Beyond
Bank” Twitter, blog or Facebook page.
50.
If I do not have email on my smartphone, can I send an email?
Answer:
No, the smartphone or tablet will need to have email operating on it to service messages via
email. The customer will get a standard error message if they do not have email. Most
smartphone and tablet users have email on their phone/tablet.
51.
If the smartphone or tablet does not have access to the Internet, will
the apps work?
Answer:
The apps will open. However, when it attempts to connect to the features that require access
to the Internet, it will not function and will provide the appropriate error message.
52.
What will the apps icon look like?
Answer:
Icon on your iPhone:
53.
Will a customer be locked out of Internet Banking if their Mobile
Banking device is locked?
Answer:
No, Mobile Banking is a separate service.