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Internet Banking Guide and FAQs

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Registering for Access to Internet Banking

Q: How do I register for the Internet banking service?
A: Simply contact us during business hours and we will have you set up with Internet Banking in no time.  ^

Passwords

You will be prompted to change your password on first accessing Internet Banking.

Q: What if I forget my password?
A: You can reset your password by clicking on the Forgot Password link on the internet banking login page. Remember you must have the SMS One Time Password Facility activated on your account to use the self service password reset. If you are unable to use this, you will need to contact our office during business hours and confirm your identity in order to be provided with a temporary password. 

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.

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 between 8 - 39 characters
  • At least 3 of the following 4 are required: one number, one lowercase letter, ONE UPPERCASE LETTER & one special character (All special characters can be used excluding the following:` ^ & < > ” and ‘)
  • They cannot have any blanks, or spaces
  • Passwords are case sensitive
  • You cannot reuse your last 5 passwords
  • Your account will be blocked after 3 unsuccessful password attempts - please contact LCU if this happens ^

Logging In

Q: Why are my Member Number and Password not being accepted?
A: The most likely reason is that you have typed your Member Number or password incorrectly. You must type your password exactly as you did when you changed it. Check your Caps & Num Lock Key. For more information about passwords please refer to the Question "Sometimes the system rejects what I have chosen as my new password. Why is that?".

Another reason could be that your browser's Internet Options or Preferences settings do not allow acceptance of cookies.

Q: When I enter my Member Number and Password and click the Sign On button, the box is clear. Why is this?
A: There may not be a problem. When you enter your details the screen clears momentarily for privacy and security reasons. The Internet banking system should appear within 10 seconds. Alternatively, if the screen seems to freeze then your browser might not have the high level of security encryption required to access online banking. ^

Screen Display

Q: Why do I always need to scroll down to see the full screen on each option?
A: This may be because your display settings are set to a resolution of less than 1024 x 768. You can check these via the "Control Panel" display settings if you are using a Microsoft Windows operating system. If you are unsure of how to check or modify your display settings please contact your PC maintenance service or the dealer from whom you purchased the PC.

This may also occur because you have added a toolbar to the window display. If you are unsure of how to check this, please contact your PC maintenance service or the dealer from whom you purchased the PC.

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. Please contact your PC maintenance service or the dealer from whom you purchased the PC. ^

Transacting (including statements & Online Statements)

Q: What is a transaction list?
A: A transaction list is a list of all your transactions over a period of time that you select. It is similar to a statement. (Note: This account transaction list does not constitute the account statement The Credit Union is required to issue to you in accordance with the terms and conditions applicable to your account.)

Q: How far back can I print off my account transactions?
A: You can print a list of your transactions, up to 12 months previously. You can also download your transaction history to a variety of money managing software packages.

Q: Can I register for online statements?

A: Yes, Below is instructions to register for online statements

  1. Login to My ViewPoint Internet Banking
  2. Select on the “Account Options” in the top menu
  3. Select  "Online Statement Options"
  4. Pick the Online Statement option and an email address you would like your notifications to go to.
  5. Unpick the “Statement Mailed” option
  6. Read the online statement registration and press okay to confirm.^

BPAY

Q: If I load a future BPAY payment, how many times will it try to debit my payment?
A: Internet Banking will attempt to debit the money on ten consecutive working days. If sufficient funds are not available after the tenth attempt, the payment will not be made.

Q: What is the cut-off time for BPAY payments I want to be made today?
A: Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

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. Ensure you have not entered any spaces between the numbers. If you still receive the message, please contact the payee and check the details.

Q: Why do I receive a message saying my biller number is invalid?
A: BPAY payments can only be used to pay bills bearing the BPAY logo. Please check your bill to ensure the logo appears. Also, please check your bill to ensure you have entered the biller number correctly.

Q: How can I check that a BPAY payment has been made?
A: You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY payments will appear along with any other transactions you have made.

Q: Why hasn't my BPAY payment gone through?
A: This can happen if you did not click the 'Confirm' button on the BPAY - Confirmation screen. Cleared funds must be available in your nominated account for the payment to be made. If you have scheduled a payment to be made in the future, you must ensure that 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 button. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.

  1. Click the Modify button to view or modify details of a future dated payment.
  2. Click the Delete button to delete, and therefore cancel a future dated payment.
  3. After you have deleted or modified the payment, click the Confirm button.

Q: If I cancel my Internet Banking access, will this cancel my BPAY payments?
A: No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your online banking access. ^

Miscellaneous

Q: I tried to download Adobe Acrobat Reader and it displayed a message 'corrupt file'. What should I do?
A: Your PC may be timing out before the download is complete. Try one more time.

Q: Can I gain access to Internet Banking from overseas?

A: Yes. So long as you have Internet access and remember your Member Number and Password, you can access Internet Banking from anywhere in the world. Please ensure that you maintain strict control over your Password details. In addition, ensure that the PC you are using has the latest virus protection and is secure.

Q: How long can I leave the Internet Banking site open on my PC?
A: Internet Banking will time out after 10 minutes of inactivity. We recommend that you never leave your Internet Banking site open if you leave the computer you are working on. Log out of Internet Banking and re-enter at a later time if required.

Q: Why do I sometimes receive a display with the message "System is not Available"?
A: Sometimes we perform housekeeping functions on the Internet server. These only take a couple of minutes but can interrupt service while they are in progress. We advise you to wait a couple of minutes until the system is available, or to close down your browser, wait a moment and try again. If problems persist please contact us. ^

Browser Requirements

You should always use the latest version of any of the available browsers to access the Internet Banking service. Full production release versions of these products must be used - never use beta versions.

If your Browser does not support TLS1.1 or TLS1.2 it will fail compliance and display an error message^

Handy Browser Hints

Q: How do I know what the version number of my browser is?
A: Click on Help in the menu bar of the browser and then click on About. The version number will then be displayed. 

Q: What browser settings must I use to permit access to the Internet banking system?

A: Although it is not possible for us to define the particular settings for all types and versions of internet browsers, we suggest that the browser you use should:

  • have 128-bit encryption security
  • enable acceptance of cookies,
  • enable Javascript and SSL3 security,
  • screen settings at 1024 x 768 or higher.

These are normally included as your browser's default settings and can be checked by selecting Tools, Internet Options.

We recommend that you disable any settings your browser may have for automatic completion of names and passwords. Never accept any offer from your browser to save or remember your password.

If you are unsure of how to check or alter these settings, please contact your PC maintenance service or the dealer from whom you purchased the PC or the organisation from whom you obtained the browser.

Q: What is my browser cache?
A: This is where the browser stores pages it has received over the internet. It does this so that it can speed up your internet sessions by only downloading files that have changed.

Q: How do I clear my browser's cache?
A: We suggest you consult your browser's Help function. If you cannot find out how to clear your browser's cache there, please contact either your PC maintenance service, the dealer from whom you purchased the PC or the organisation from whom you obtained the browser.

Q: What are cookies?
A: Cookies are small data packets that can be stored on your computer by an application you are interacting with over the internet.

To use our application 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.

Consult your browser's Help facility to find out how to change your browser's settings 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. ^

Questions?

If you have any questions, please contact us.