Managing accounts FAQs

Here are the answers to frequently asked questions about managing your accounts on Internet Banking.

SMS and Email Alerts

1.  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.

2.  What types of Alerts can I receive?

   You can receive any or all of the following alerts:
   
   1. Balance Alerts
   2. Withdrawal/Authorisation Alerts
   3. Deposit Alerts
   4. High Balance Achievement Alerts
   5. Low Balance Alerts.
   
   Read more about SMS and Email Alerts

3.  How much does it cost?

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

4.  How do I set up my Alerts?

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

5.  Can I modify or cancel my Alerts?

   Yes. You can modify or cancel your Alerts at any time.

6.  When will I receive the Alerts?

   Delivery time depends on the Alert type.
   
   1.Balance Alerts are sent at approximately 8am (AEST).
   2. 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 11pm and 6am, you’ll be notified at 8am(AEST) the following day.
   3. Low Balance Alerts are sent immediately when the balance changes. However, where the Low Balance Alert is sent because of a transaction that occurred between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following day
   4. Deposit Alerts are sent immediately once a deposit is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.
   5. Withdrawal Alerts are sent immediately once a withdrawal is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.
   6. Authorisation Alerts are sent immediately once an authorisation is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.

7.  On what accounts can I receive SMS and Email Alerts?

   You can receive alerts on:
   
   o Transaction accounts (e.g. Freedom, Pensioner)
   o Personal Credit Cards
   o Savings and Investments accounts (e.g. Portfolio cash management account, Gold cash management account, Incentive Saver, Investment Savings. Term Deposits are excluded)
   o Express Saver
   o Portfolio loans
   o Get Set loans.

eStatements

1.  What's 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.

2.  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 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.

3.  Which accounts are eligible to switch to eStatements?

   The majority of personal banking and savings accounts, and some business accounts, may switch to eStatements, provided the account is solely owned. Accounts include:
   
   1. Transaction and Savings accounts.
   2. Credit Card accounts
   3. Personal Loan accounts
   4. Home Loan accounts.
   

4.  What should I expect if I switch to eStatements?

   When you switch your account to eStatements we will no longer send you a paper statement. Instead, you’ll receive an email alert each time a new eStatement is available online. Simply log on to Internet Banking to view, save or print a copy of your eStatement.
   
   Choosing eStatements also means you’ll receive messages with important information about your account in your Internet Banking Message Centre. You’ll receive an email alert when a new message is delivered.

5.  Why can't I switch to eStatements on all of my accounts?

   Only individual accounts (solely owned) are eligible to switch to eStatements. Joint accounts are not eligible at this time.
   Read more on eStatements

Credit Card Disputes

1.  What's a Credit Card Dispute?

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

2.  How can I dispute a Credit Card transaction?

   You can dispute a Credit Card transaction via the following menus within Internet Banking:
   
   1. Account Servicing
   2. My Account Details
   3. My Transaction History.
   
   Note: You can lodge a dispute only if you are the owner or joint owner of the Credit Card account.

3.  How far back can I dispute a transaction?

   You can dispute a transaction as far back as 90 days.

4.  What type of transaction can I dispute?

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

5.  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 if the dispute has not been cancelled within 7 days of lodgement.

6.  How can I cancel a dispute I have lodged?

   To cancel your dispute call us on 1300 304 040 (option 2) or email creditcarddisputes@banksa.com.au.

Verified by Visa/MasterCard SecureCode

1.  What are 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 to ensure that it is in fact you making the purchase.
   
   In addition, a Personal Assurance Message (PAM) is displayed to confirm that you’re connected to a genuine secure BankSA site before you enter your password.
   Read more about Secure Online Shopping

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

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

3.  What's a Personal Assurance Message (PAM)?

   Your Personal Assurance Message is a message that will appear on a St. George 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 that 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, such as 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!

4.  How do I change my PAM?

   You can change your PAM by using the 'Update my Personal Assurance Message' function, located within Internet Banking.

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

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

6.  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.

Statement Ordering

1.  Can I receive my statement electronically?

   Yes. You can elect to switch to eStatements for eligible accounts. Simply go to 'eStatements' under the main menu in Internet Banking and select 'Switch to eStatements'.
   Read more on eStatements

2.  What's 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 01/03/2006 to 30/04/2006
   
   This example means that your statement cycle is monthly and issued on the last day of each month. Please be aware that different accounts can have different statement cycles.

3.  How much does it cost to order a statement?

   A fee is charged for each individual statement ordered within a specific date range.
   
   Statement orders for transaction/savings accounts will incur a fee of $4 per statements.
   
   Statement orders for credit cards will incur a fee of $4.50 per statement.
   
   Statement orders for loan accounts will incur a fee of $10 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, if you receive a monthly statement on the 2nd of each month and you request a statement covering the date range of 1 Jan 2006 - 1 Feb 2006, you will cross two statement cycles: 2 Dec - 1 Jan AND 2 Jan - 1 Feb. If you would like to order only one statement, please check a recently received statement to ensure you request a date range within one statement cycle.

4.  Why can't I order a directsaver account statement?

   directsaver statements are issued quarterly. If you have not held your account for at least 3 months you may not be able to order a statement online. Alternatively you can print a record of recent transactions on your directsaver account within Internet Banking.
   
   Should you require a bank-issued statement for your directsaver account before your next quarterly statement is expected, please call 13 33 30, 24 hours, 7 days.

5.  How can I receive my financial year's interest summary?

   Log on to Internet Banking. Under the left-hand menu, click on 'Financial Years Interest' located under 'Account Information'. 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.

6.  Can I cancel a statement I have just ordered?

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

General

1.  Can I update my contact details online?

   Yes. You can update your contact details from the 'My Information' menu within Internet Banking.

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

   Yes. Select the 'Transfers & Payments' menu on the left-hand side and you’ll find the 'Session Receipts' feature in the sub-menu.

3.  Can I print my Internet Banking receipts?

   Yes. Select the printer icon in the toolbar located across the top of the page.

4.  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’ve performed during that cycle period. See the table below for a guide to the number of transactions you may 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
   Quarterly	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
   Yearly	2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time.

5.  I'm trying to make 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.

6.  I can't find the Back button.

   There are various options for navigating back to previous screens.
   
   o Shortcuts appear at the bottom of various screens, including the My Accounts screen and all Receipt screens, which allow you to take the next appropriate step
   o When making any transfer or payment you can go back to the previous screen by selecting the 'Previous' button
   o 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'.