Digital Banking How To Guides

How do I change the order of my accounts?

On the home tab on internet banking (at the top left of your screen) you will see all your accounts grouped by entity (your accounts and those you manage for others). 
 

How do I change my account entity e.g. my accounts in other names/or manage for others?

On the home tab (at the top left of your screen) in internet banking simply click on the account name you want to view, the black box will be highlighted in orange and the name of the entity will appear near the log out button on the top right hand of the screen.

Simply choose the order in which you would like to view your entities by dragging and dropping (click on your mouse, keeping your finger held down and then move it to where you would like it to be placed and then remove your finger). Next time you log in your entities will automatically appear in the order you have selected.

To re-order your individual accounts within an entity follow the same process.
 

How do I find my customer number?

If you have an eftpos card your 6-digit customer number will be displayed on the bottom left corner of your card or you can find your customer number at the top of your screen in internet banking underneath the welcome message.
 

How do I close an account?

To close an account, you need to contact us. Call us on 0800 727 2265 or pop into your local branch.
 

How do I reset my password if I lock myself out of my account?

You may be locked out your account if you have too many incorrect password attempts. You can reset your password by going to the login screen and selecting ‘Forgotten Password’. This will send a code to your mobile phone (the number that you have registered with us) for you to type in and you'll be able to access your accounts again.
 

How do I change my password?

You can change your password by navigating to the Login main screen then select the ‘forgotten password’.
 

How do I download my statements?

Once you’re logged into internet banking, you need to select ‘estatements’ at the top and then ‘view estatements’ from the dropdown list. You can select the date range then click on the statement to download.
 

Why can't I open my online statement?

You'll need to have a PDF Reader installed on your computer or device. If you already have a PDF reader on your device your statement may pop up at the bottom of your screen or automatically save to your folders so look for the message.
 

Can I get account information emailed to me?

We can send the information you need through a secure message in internet banking or a printed copy via post. If you choose for it to be sent electronically. You will need to log into internet banking to retrieve the message. You will receive an email alert advising you have a new secure message in your internet banking inbox.
 

How do I view my accounts?

On the home tab in internet banking (at the top left of your screen) you will see all of your accounts grouped by entity (your accounts and those you manage for others). Click on the account name to view the account you want. 
 

Can I give fixed rate instructions through a secure message?

Unfortunately, we are unable to provide fixed rate instructions through a secure message, please contact us on 0800 727 2265 to discuss options on how we can provide these for you.
 

How do I update my personal details?

To view the details we currently have registered for you please click on ‘other services’. To update your details please send us a secure message through internet banking and we will update your profile for you.

To update your mobile number, you will need to call us on 0800 727 2265. This is for security reasons so we can verify it’s you.
 

Where do I find my Resident Withholding Tax Certificate?

You can find your Resident Withholding Tax (RWT) Certificate under your estatements (at the top of the screen). You can then select the date range you need and download the statement you need.

Do I need an authentication code for every payment?

No, you will only need the code for the following activities:

1) If you are making a multi-payment (paying several payees at once in a group).

2) If you are making a payment to a new payee for the first time.

3) If your total amount of payments has reached $5,000 on a single day (either in one transaction or several, adding up to $5,000) then you will receive a new authentication code for every subsequent payment and will need to enter the unique code each time.
 

What time will my payment be processed?

• Payments authorised before 9.30pm on business days should be processed within 30 minutes and should appear in the recipient’s bank account the same day as you made the payment.

• Payments authorised on business days after the cut-off time of 9.30pm will be processed the morning of the following business day.

• Finally, payments authorised on weekends or public holidays (after 9.30pm the previous business day) will be processed on the next business day.
   

Why do I have funds on hold?

You may still have ‘funds on hold’ if you have made a contactless payment purchased something online or you paid ‘at the pump’. It can take up to 7 days for the funds hold to clear off your account.
 

Why won’t it accept a correctly entered account number under payments?

An account number may not be accepted under the payment function as it could be an approved payee (a company like a larger organisation or your local council which has registered their details with us) rather than an individual. Internet banking has a separate payment screen for this. If you navigate to ‘move money’ and select ‘payees’ from the dropdown list you’ll be able to see all types of payees together.
 

How do I make a recurring automatic payment?

When setting up your payment, you need to select ‘make a recurring payment’ from the three options at the bottom of the screen and then select the frequency you desire.
 

How do I make an IRD payment?

To make a payment to the IRD, you will need to select ‘IRD payment’ from the options within ‘move money’ which is the fourth option on the dropdown list.
 

How do I search for a particular payment?

You can search for a particular payment through internet banking by navigating to the account and bringing up the transaction list. Using the ‘advanced search’ underneath the balance enter the person or organisations name or payment reference in the ‘search for text’ field.
 

How do I make a payment?

To make a payment within internet banking select the ‘move money’ tab at the top of the screen.
 

How do I set up a payee?

You can set up a new payee or an approved payee via the ‘move money’ tab. You will need to select the ‘payees’ option on the drop down menu, then choose from the three payee types at the bottom of the payee screen.
 

How do I transfer money between accounts?

You can transfer money by selecting the ‘transfer’ option from within the "Move Money" section.
 

How do I withdraw money from my incentive saver account?

If you are unable to make a withdrawal from your incentive saver account then you will need to contact us so we can give you online access, call us on 0800 727 2265 or visit your nearest branch.
 

What is a pending payment?

A pending payment is an automatic payment or a future dated payment that hasn’t gone out yet but is scheduled to be paid.
 

What is the daily limit for online payments?

Your total daily limit for all electronic payments (including telephone banking) is $10,000 NZD. If you need to make a payment or payments which exceed this limit please contact us on 0800 727 2265 for assistance.
 

How do I delete a pending payment?

You need to log into internet banking and select ‘move money’ then select ‘pending payments’ to see your scheduled payments. For more options click on the three orange dots beside the payment and select ‘delete’
 

Payment to an individual

Select ‘payment’ if you wish to make a payment to either a new payee or an existing payee. If you have saved the payee, they will already appear in your dropdown list, otherwise click on the button ‘+ new payee’.
 

Payment to an approved payee (such as your local council or a larger organisation)

Select ‘approved payee payment’ to pay organisations, such as Contact Energy, Spark etc. If you have saved the payee they will already appear in your list, otherwise click on the button ‘+ new approved payee’.

How do I set the TouchID and Facial ID feature?

These features are currently only available for iPhones. If your phone is compatible with one of these features, they can be enabled using the appropriate widget under the ‘more’ menu.
 

How do I delete a pending payment or schedule a future-dated payment?

Click on the account that the pending payment is coming out of. Select the ‘scheduled’ tab, swipe left and select ‘delete’.
 

I need to make a payment which has a special character in it (/ or * or #) but I cannot do it in the Mobile App. What do I do?

You will need to log into the full Internet Banking site (there is a link from the App under the ‘more’ menu that will take you to the log in page).
 

How do I change the PIN for the App?

There is a menu item on the main screen called "Change PIN". You just need to select this and the App will take you through the process.
 

How do I change the order of my accounts?

To change the order of your account select the icon at the top left hand side of the screen . Then simply drag and drop accounts into the desired order.
 

Need some help with Internet Banking or the mobile app?

You can pop into any of our branches and use our free WiFi to download the app and we'll help guide you through the process. Our Contact Centre is also open weekdays from 7am - 9pm and weekends from 10am - 4pm. One of our helpful team will be happy to help!