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Internet and Mobile Banking FAQs

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Q: How do I arrange for access to eLink?
A: You can arrange access to eLink by contacting us on 1300 361 761 or by visiting your local Branch.

Q: What happens if I forget my Access Code?
A: Just phone our Telephone Response Centre on 1300 361 761 or visit any of our Branches and we will arrange to issue you with a new Access Code.

Q: Can I change my Access Code?
A: Yes. Once you have arranged access to eLink, you must change your Access Code upon login of the relevant Service. The Access Code must be between 6 and 20 alpha or numeric characters (and must include at least 2 numeric characters). Access Codes are NOT case sensitive. We recommend that you change your Access Code regularly.

Q: What if I've forgotten my Access Code, or it does not work?
A:You must notify SERVICE ONE that your Access Code is not working or if you have forgotten your Access Code. We will issue you a new Access Code after performing the appropriate identity checks.

Q: Is eLink secure?
A: eLink uses a range of security techniques to help protect your personal information. This includes the latest and strongest 128-bit SSL data encryption technology to help provide the best protection currently available for your password and account details and any other information exchanged within eLink.

VeriSign Global Server IDs, when installed on your web server, enable 128-bit SSL (Secure Sockets Layer) encryption of communications with users of nearly all Web browsers, almost anywhere in the world. It's the most powerful security available and much stronger than standard 40-bit encryption. We suggest the use of VeriSign Global Server IDs, although you may choose to use any SSL Certificate Authority, as we have had much success with dealing with them in the past. Find out more about how to protect yourself online.

Q: Can I transfer funds to nominated accounts in other memberships and third parties?
A: Yes, you can transfer to other SERVICE ONE memberships. You will need the Member number and account number of who you are transferring to. You can also transfer to third parties - for this you will need the BSB of the financial institution you are transferring to, the account number and account name. Note: when transferring funds to other financial institutions, you should allow at least 2 working days for the funds to be received. You can also conduct third party transfers by utilising BPAY facilities.

Q: What can I do if I incorrectly transfer funds to the wrong account while using eLink?
A: You cannot reverse the transaction yourself unless you have transferred the funds to your account within SERVICE ONE. eLink provides transaction reports so you can track and monitor the transactions you perform online.

Q: Am I able to set up new, or alter existing Direct Debits, Periodic Payments or Payroll Deduction Authorities via eLink?
A: No, these services can only be set up and altered by completing an Authority Form, which can be done at any of our Branches.

Q: If I carry out transactions at any Branch of SERVICE ONE - when does it appear on eLink?
A: eLink operates in 'real time', therefore any transactions you perform at a Branch or via phoneLink will appear immediately in eLink.

Q: Will details of my card purchases via EFTPOS and bill payment via eLink be displayed on my transaction record and or statement?
A: Yes you can view these transactions on your statements. Transactions will be displayed once the transaction has been processed. This may take up to five business days.

Q: What are the daily transfer limits that apply to eLink?
A: If you are registered for One-Time Password added security, your daily limit will be $10,000 per account. If you do not have One-Time Passwords, this is reduced to $500. You can apply for an increased limit if you require but this is subject to assessment by SERVICE ONE. There is no limit for BPAY transactions or transfers between SERVICE ONE accounts. Withdrawal and transaction limits are detailed in the Operation of Accounts and Access Facilities booklet.

Q: Can I view interest earned and interest paid, for both this current financial year as well as the previous financial year?
A: Yes, this information is available within eLink by hovering over the 'Other' option on the primary menu.

Q: Is BPAY available through eLink?
A: Yes. This can be accessed by hovering over the 'Accounts' or 'Payments' option on the primary menu and selecting 'BPAY'.

Q: Can I print a statement through eLink?
A: Yes. eStatements can be viewed and printed by hovering over 'Accounts' on the primary menu and then selecting 'Online Statements'.

Q: How can I bring Internet banking functionality on-the-go?
A: Once you are registered for eLink Internet banking, you also have the option to use the service from a mobile device or tablet with eLink ON-THE-GO mobile banking and also a dedicated App (iOS and Android).

We recommend the following browsers for using eLink:

  • Internet Explorer
  • Mozilla FireFox
  • Google Chrome
  • Safari

We recommend the following devices for using eLink ON-THE-GO:

  • iPhone
  • iPad
  • Blackberry
  • Nokia
  • HTC
  • Android

Importance of updating browsers

Outdated browsers have bugs and limitations that may make using eLink more difficult.

Outdated browsers have security flaws. This is the reason why the above list of minimum supported browser versions has been created.
You should check online for updates to your browsers regularly, perhaps once a month. Browser makers often issue updates to fix bugs or security flaws, but may not advise that this has taken place, and may not even update the version number.

Minimum browser setting requirements for eLink

eLink uses JavaScript and therefore requires JavaScript to be enabled. If JavaScript is not enabled, the icons will not work.
Cookies must be enabled, and not just for sites that are navigated to. The initial Internet banking login procedure redirects you to the eLink server, so cookies must also be allowed for automatic redirection. That is, if there is a browser setting similar to only enable cookies for sites you navigate to, this should not be enabled.

Security

To ensure that there is no unauthorised access to your membership:

  • Access will be locked after 3 incorrect attempts at logging in to eLink.
  • The temporary Access Code that you are issued on registration will only be valid for 24 hours - if you do not change the Access Code to a code of your choice within this timeframe, you will need to register again.
  • Notify change of address and contact details immediately.
  • Examine your periodical statement immediately upon receiving it to identify and report any unauthorised transaction.
  • Check your last log-in details which will appear on the Introduction page every time you log into eLink and notify us immediately if the last log-in details are incorrect.
  • If your account becomes locked, you must contact us.
  • View our Fraud Awareness section for more information on keeping your account and PIN information safe.

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