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FAQs - Managing accounts
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FAQs - Managing accounts

Internet Banking - FAQs

More FAQs

SMS and Email Alerts

 eStatements

Read more FAQs on eStatements

 Credit Card Disputes

Verified By Visa/MasterCard SecureCode

Statement Ordering

General


 What are SMS and Email Alerts?

SMS and Email Alerts enable you to request specific information regarding account balances, deposits and withdrawals to be sent to you automatically via SMS or email.

 What types of Alerts can I receive?

You can receive any or all of the following alerts:

  • Balance Alerts
  • Withdrawal / Authorisation Alerts
  • Deposit Alerts
  • High balance achievement Alerts
  • Low balance Alerts

Read more about SMS and Email Alerts

 How much does it cost?

SMS Alerts are charged at $0.25 each. Email alerts are free.

 How do I set up my Alerts?

You can register for SMS and Email Alerts online via Internet Banking. Once registered you simply choose the Alerts you wish to receive via the SMS and Email Alerts menu.

 Can I modify or cancel my Alerts?

Yes, you can modify or cancel your Alerts at any time.

 When will I receive the Alerts?

Delivery time depends on the Alert type.

  • Balance Alerts are sent at approximately 8.00am AEST.
  • High Balance Alerts are sent immediately when the balance changes. However, where the High Balance alert is sent because of a transaction that occurred between the hours of 11.00pm and 6.00am you will be notified at 8.00am AEST the following day.
  • Low Balance Alerts are sent immediately when the balance changes. However, where the High Balance alert is sent because of a transaction that occurred between the hours of 11.00pm and 6.00am you will be notified at 8.00am AEST the following day.
  • Deposit Alerts are sent immediately once a deposit is made. However, for transactions that occur between the hours of 11.00pm and 6.00am - you will be notified at 8.00am AEST the following morning.
  • Withdrawal Alerts are sent immediately once a withdrawal is made. However, for transactions that occur between the hours of 11.00pm and 6.00am - you will be notified at 8.00am AEST the following morning.
  • Authorisation Alerts are sent immediately once an authorisation is made. However, for transactions that occur between the hours of 11.00pm and 6.00am - you will be notified at 8.00am AEST the following morning.

 What accounts can I receive SMS and Email Alerts on?

You can receive alerts on:

  • Transaction accounts (eg; Freedom, Pensioner)
  • Personal Credit Cards
  • Savings and Investments accounts (eg; Portfolio cash management account, Gold cash management account, Incentive Saver, Investment Savings. Term Deposits are excluded)
  • Express Saver
  • Portfolio Loans
  • Get Set loans

 What is an eStatement?

An eStatement is an online statement available to view via Internet Banking. eStatements are free of charge and can be printed or saved for your records.

 How do I switch to eStatements?

It’s easy to switch to eStatements. Simply go to ‘eStatements’ under the main menu in Internet Banking and then select ‘Switch to eStatements’.

From here, select one or all of your accounts eligible to switch to eStatements, read the terms and conditions and follow the simple steps to stop receiving paper statements.

 Can I return to paper statements?

Yes, you may return to paper statements at any time by calling us on 13 13 76 or by visiting your nearest BankSA branch.

 Which accounts are eligible to switch to eStatements?

The majority of personal banking and savings accounts and some business accounts may switch to eStatements instead of a paper statement provided the account is solely owned. Accounts include:

  • Transaction and Savings accounts
  • Credit Card accounts
  • Personal Loan accounts
  • Home Loan accounts

 What should I expect if I switch to eStatements?

When you switch to eStatements on your account we will no longer send you a paper statement. Instead you will receive an email alert each time a new eStatement is available online. Simply logon to Internet Banking to view, save or print a copy of your eStatement.

Choosing eStatements also means you will receive messages with Important Information about your account in your Internet Banking Message Centre. You will receive an email alert when a new message is delivered to your Message Centre.

Read more FAQs on eStatements

 What is a Credit Card Dispute?

The Credit Card dispute feature within Internet Banking allows you to lodge a dispute for a contentious Credit Card transaction.

 How can I dispute a Credit Card transaction?

You can dispute a Credit Card transaction via the following menu's within Internet Banking:

  • Account Servicing
  • My Account Details
  • My Transaction History

Note: You can only lodge a dispute if you are the owner or joint owner of the Credit Card account.

 How far back can I dispute a transaction?

You can dispute a transaction as far back as 120 days.

 What type of transaction can I dispute?

You can dispute all (Debits & Credits) posted transactions. Card authorisations cannot be disputed.

 How much does it cost to dispute a transaction?

An administrative fee of $10.50 will apply if the transaction is found to be valid or the dispute has not been cancelled within 7 days of lodgement.

 How can I cancel a dispute I have lodged?

You can cancel a dispute by phone (1300 304 040- option 2) or email creditcarddisputes@banksa.com.au

 What is Verified by Visa and MasterCard SecureCode?

Verified by Visa and MasterCard SecureCode are cutting-edge secure online shopping services that work with BankSA to rely on a password to validate a transaction. This acts in the same way as a PIN or signature for over-the-counter purchases. This ensures that it is in fact you making the purchase.

In addition a Personal Assurance Message (PAM) is displayed to confirm that you are connected to a genuine secure BankSA site before entering your password.

Read more about Secure Online Shopping.

 How do I start using Verified by Visa and MasterCard SecureCode?

You can use both services once you are registered for Internet Banking and have established an Internet Banking password.

 What is a Personal Assurance Message (PAM)?

Your Personal Assurance Message is a message that will appear on a BankSA screen during your secure Internet shopping transaction. It's your way of knowing, before you enter your password, that the Internet site has connected to the Bank and the transaction is secure.

The first PAM you see will read "Welcome to Secure Shopping". You should personalise your PAM as soon as possible to identify it as your own. Your PAM is not another password for you to remember. It should be an easily recognisable name or sentence like your favourite movie or your pet's name. Your PAM can be any message with 6-30 alphanumeric characters. Remember not to include your Internet Banking password in any form!

 How do I change the PAM?

You can change the PAM using the ‘Update my Personal Assurance Message’ function located within in Internet Banking.

 What if a site doesn't offer Secure Internet Shopping?

If an Internet site doesn't offer Verified by Visa or MasterCard SecureCode, you will still be able to shop online. Your purchase will proceed like a regular Internet transaction. We cannot comment on the security of specific sites however we can suggest ways to protect yourself and secure your PC when using the Internet.

 Will providing my Internet Banking password affect my Internet Banking security?

No, however before entering your password you must ensure that the PAM message is displayed and that it is the exact message you have set up. This ensures that you are connected to a genuine, secured BankSA site. For easy recognition, we suggest that you change the PAM to a personal message that you will recognise.

 Can I cancel a statement I have just ordered?

No, unfortunately once a statement request has been submitted it cannot be cancelled.

 Can I receive my statement electronically?

No, unfortunately we are unable to send electronic statements at this time.

 What is my statement cycle and how do I calculate it?

Your statement cycle refers to how often and on what date your statements are sent out.

You can determine your statement cycle by reviewing a previously received statement. The Statement Period will be displayed on each statement in the following format:

Statement Period    &nbsp01/03/2006 to 30/04/2006

The example means that your statement cycle is monthly and is issued on the last day of each month. Please be aware that different accounts can have different statement cycles.

 How much does it cost to order a statement?

Each statement ordered will incur a fee of $4.50 per statement.

Please note, if your requested date range includes dates across more than one statement period, the total fee will be the cost of that number of statements. For example, perhaps you receive a monthly statement on the 2nd of each month. If you request a statement to cover a date range of 1 Jan 2006 - 1 Feb 2006, this date range is crossing two of your statement cycles: 2 Dec - 1 Jan AND 2 Jan - 1 Feb. If you would like to order only one statement, please check a statement you've received recently and then ensure you only request a date range within one statement cycle.

  How can I receive my financial year’s interest summary?

Log onto Internet Banking. Go to the left hand menu, and click on ‘Financial Years Interest’ located under the ‘Account Information’ menu. Your financial year’s interest summary will be displayed. This feature provides you with a snapshot of all of your accounts providing the total interest charged and earned for the current and previous financial year.

 Can I update my contact details online?

Yes, you can update your contact details from the ‘My Information’ menu within Internet Banking.

 Can I view one screen with all of my session receipts?

Yes. Select the ‘Transfers & Payment’s’ menu on the left hand side and you will find the ‘Session Receipts’ feature on the sub menu.

 Can I print my Internet Banking receipts?

Yes, select the Print this page printer icon in the toolbar located across the top of the page.

 How far back in my Transaction History can I view?

The amount of transactions you can view when choosing the ‘All Transactions’ or ‘date range’ options varies depending on your statement cycle and the number of transactions you have performed during that cycle period. See the table below for a guide as to the number of transactions you will be able to view:

Statement cycle Number of transactions that can be viewed
Monthly 3 months back from your last statement received and a maximum of 500 transactions viewable at any given time.
4 Monthly 2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time.
6 Monthly 2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time.
12 Monthly 2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time.

 I’m trying to do a transfer or payment but keep getting one of the following error messages: ‘Special characters cannot be used. Please correct your entry for Amount’ or ‘Description entered is invalid’. What do I do?

The following characters cannot be used:

$ - ) ( : _ + % * ? [ ] \ > ; = < } ^ { | @ # !.

Please correct your entry by removing any of the above characters.

 I can’t find the Back button.

There are various options for navigating back to previous screens.

  • Shortcuts appear at the bottom of various screens including the My Accounts screen and all Receipt screens. They allow you to take the next appropriate step.
  • When making any transfer or payment you can go back to the previous screen by selecting the ‘Previous’ button.
  • You can return to view your accounts at any time by clicking on the logo at the top of the page ‘Return to My Accounts’.
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