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Online Banking FAQs

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  How do I access Online Banking?

Step 1

Click on the green 'Online Banking' button on the Gateway homepage.

Step 2

Log in using your Member Number and Online Banking Password.

Step 3

The first time you log into the new system you will be prompted to change your password. This change is required to ensure your password is secure enough to protect your online banking activities.

To create a new password you must adhere to the following criteria:

  • Use a combination of letters and numbers
  • It must be between 8 and 16 characters long
  • Have at least one upper case and one lower case letter
  • Must be different to any of your previous five passwords.
  I’ve forgotten my password

if you've forgotten your password, you can reset it yourself online, any time you want - as long as your contact details held by Gateway are up to date and you have a mobile phone number registered with us (if you haven't, just give us a call on 1300 302 474 to get it sorted).

Here's a step by step guide to help you reset your Online Banking password: 

  • Make sure you’ve got your mobile phone handy because we will send you an SMS as part of the reset process
  • Click on the link on the Online Banking login page that says Forgotten your Password?
  • Respond to the member identification questions 
  • Enter the temporary password sent to your mobile phone
  • You will then be prompted to choose a new password
 
On successful completion of this process you will be able to logon and start using Online Banking immediately.

 

  I haven’t registered for Online Banking

Call us on 1300 302 474.

  I want to change my password

You can change your Online Banking password at any time. Click on Settings, then select, Change My Password.

Remember your new password must be between 8 and 16 characters long and be different to any of your previous five passwords.

  Why can't I access Online Banking? 

Step 1

Click on the green 'Internet Banking' button on the Gateway homepage.

Step 2

Log in using your Member Number and Online Banking Password.

Step 3

The first time you log into the new system you will be prompted to change your password. This change is required to ensure your password is secure enough to protect your Online Banking activities.

To create a new password you must adhere to the following criteria:

  • Use a combination of letters and numbers
  • It must be between 8 and 16 characters long
  • Have at least one upper case and one lower case letter
  • Must be different to any of your previous five passwords.
  What are my daily transaction limits?

The standard daily transaction limits for Members who have registered for Secure SMS are $5,000 for transfers and $20,000 for BPAY® payments.

Members need to register for Secure SMS in order to make external transfers (including BPAY®) to third party accounts.

For further information about Secure SMS, please read the Secure SMS and Security frequently asked questions.

  How do I make a BPAY® payment?

Once you have logged into Online Banking, click on Transfer/Pay > BPAY. You will need the Biller Code and your Customer Ref Number

  How do I redraw from a loan?

Online redraw is available on selected car loans, personal loans and variable home loans. For eligible customers, this can be done via the Transfer tab in Online Banking (minimum limits apply).

In order to redraw from your Personal Line of Credit, you will need to use Telephone Banking to transfer the funds to your nominated savings/transaction account. If you are not already registered for Telephone Banking please complete the Telephone Banking Nomination Form and email to memberservices@gatewaybank.com.au or mail to:

 

Gateway Bank 

GPO Box 3176 

SYDNEY NSW 2001

  What is Secure SMS?

Gateway uses a Secure SMS code for all external transactions, including BPAY®. Secure SMS helps protect you against fraud by adding another level of security. 

By registering for Secure SMS (free of charge), when you perform an Online Banking transaction that requires authentication, you will be prompted to verify the transaction by the entry of a Secure SMS code. This code will be sent to your registered mobile or landline phone number. 

Secure SMS codes are required for all external transactions including BPAY® (until the destination account has been validated once) and also for changes to your address and contact details.

  How does Secure SMS work?

When you perform a transaction within Online Banking that requires authentication, you will be asked to enter a Secure SMS code. This code will be sent to your registered mobile or landline number.

After you’ve made a transaction that required a Secure SMS code, it will be recorded as a Validated Saved Favourite. That means future transactions to that account will not require a Secure SMS code.

  How do I register for Secure SMS?

The first time you log into the new system you will be prompted to change your password. This change is required to ensure your password is secure enough to protect your online banking activities.

Then to register for secure SMS:

  1. Log in to Online Banking
  2. Select Services > Secure SMS
  3. Ensure you have access to the number listed - that is where the secure code will be sent
  4. Enter the validation code
  5. Once registered, you are able to register additional numbers, provided they are recorded on your membership.

If you have not provided Gateway with a mobile or landline number, or if you experience problems with Secure SMS registration, please contact us on 1300 302 474 (Monday – Friday, 8am-6pm AEST).

  What happens if I do not register for Secure SMS?

If you have not registered for Secure SMS, you will be unable to transfer funds to any third party accounts or make changes to your contact details.

  What do I do if the number shown for Secure SMS doesn’t work?

If the number provided via your Secure SMS doesn’t work, you will need to contact Gateway on 1300 302 474 (Monday – Friday, 8am-6pm AEST).

  How do I change the number where the Secure SMS code is sent?

To add or change the registered number for Secure SMS, you will need access to the existing number. If you no longer have access, contact Gateway on 1300 302 474 (Monday – Friday, 8am-6pm AEST).

If you do have access to the existing number, go to Settings > Contact Details. A Secure SMS code will be sent to the original number registered. Once you have entered the Secure SMS code, you can add the new number to your account.

Now go to Services > Secure SMS. Select the new number from the drop-down list. You will have to enter a new Secure SMS code to verify the change.

  Does it cost anything to receive an SMS?

No, Gateway provides the Secure SMS application free of charge to Members. However, you should speak with your mobile service provider to confirm whether or not you are charged to receive SMS messages.

  What happens if I enter the wrong SMS code?

Online Banking will allow you three (3) attempts to enter the correct Secure SMS code. After the third attempt, you will not be able to perform any transactions or functions in Online Banking during the current session where a Secure SMS code is required. You will need to log out and login again.

  What if my mobile phone has been lost or stolen?

You will need to contact Gateway on 1300 302 474 (Monday – Friday, 8am-6pm AEST).

  What if you don’t have a mobile, live outside a coverage area, reside overseas or don’t have a landline?

If you are unable to access the Secure SMS service,  Telephone Banking is available for BPAY® transactions and external transfers to pre-nominated accounts.

To register complete the Telephone Banking Account Nomination Form and email to memberservices@gatewaybank.com.au, or mail to: Gateway Bank GPO Box 3176 SYDNEY NSW 2001

Once registered, if you are within Australia and would like to use Telephone Banking, please call 1300 302 474. If you are overseas, you can call +61 2 9307 4399. This is not a free call.

Alternatively, funds can be obtained from your Everyday Savings account, Edge Account or 100% Loan Offset Account with a Gateway Visa Debit Card which can be used worldwide at any ATM that displays the Visa logo.

Gateway will also process transactions based on a written request from a Member that must contain full details of the requested transaction and the signature of the Member.

Before travelling overseas, consider setting up future dated payments in Online Banking for your regular payments.

  If I am overseas, can I use Secure SMS for transactions?

Yes. You will need to ensure you have a registered, Australian mobile number that has global roaming enabled. Speak with your mobile service provider to determine if the mobile will receive SMS messages or if additional costs apply.

Alternatively, overseas Members can: 

  Why is the time displayed in my Online Banking different to the time in my time zone?

The time that is displayed in Online Banking is Australian Central Standard Time (ACST), as the website is hosted in South Australia.