Adelaide Bank - Frequently asked questions

What terms and conditions apply to Online Banking?

Adelaide Bank recommends that you must be familiar with the terms and conditions of Online Banking relevant to your account prior to using this service. If you are unclear about any term or condition, please call 13 22 20 (SA) or 1300 652 220 (outside SA) for assistance.

I have access to Express Line telephone banking. How can I do my banking on the Internet?

You may need to have your access upgraded to include both phone banking as well as Online (Internet) Banking. You can apply online to get your Personal Access Code upgraded so you can start Online Banking soon! Alternatively, you can call 13 22 20 (SA) or 1300 652 220 (outside SA) to have a consultant upgrade your access to enable Online Banking.

Can you send my Personal Access Code to me in an email?

The Personal Access Code is a randomly generated secure number and is sent to you via the post to your address on file in a security envelope. Email is not a secure medium of communication and for this reason we do not send Personal Access Codes through email.

Can I choose my own Personal Access Code?

We do not allow you to choose your own Personal Access Code at this stage. A random number is securely generated and posted upon registration.

Do I need to have any special software?

Online Banking works directly from your internet browser. Visit System requirements for more information.

Is Online Banking safe to use?

As soon as your Online Banking session commences, encryption of information is provided by an industry approved 128 bit cryptographic algorithm (triple DES), not normally available to the general public. This system is currently used to protect trillions of dollars in payment instructions and transactions worldwide each day. We have made every effort to ensure the implementation is correct and secure. For more information on security click here.

I have forgotten my customer number or Personal Access Code. What should I do?

If you forget your Personal Access Code you can simply call us to get your Personal Access Code replaced so you can start Online Banking soon!

What happens if my Personal Access Code is suspended?

Your customer number will be suspended from Online Banking if the incorrect PAC has been entered 3 or more times.

If your Personal Access Code is suspended your can apply online to get your Personal Access Code re-activated so you can start Online banking soon! Alternatively, you can call 13 22 20 (SA) or 1300 652 220 (outside SA) to have a consultant re-activate your Personal Access Code.

My logon is being rejected. It's stating "a valid customer number and access code needs to be entered'. What am I doing wrong?

Ensure you're using your own individual customer number and unique Personal Access Code.
In most cases your customer number can be found on the top right hand corner of your statement of account, for example 001234567.
Only enter the numerical digits. Don't enter the account ledger (e.g. ED01).

Please note every customer has a unique Customer number. If you were the second applicant on an account and have no accounts in your name you may be unaware of your Customer number. If you are still experiencing difficulties, or need to clarify your Customer number please contact us on 13 22 20 (SA) or 1300 652 220 (outside SA) for assistance.

When I go to your website I get the message "this page cannot be displayed". Is your web site working?

You may be accessing our website through your "Favorites" list. As we update our website with new and improved content, internal files and directories will move. Your "Favorites" will still be directing your browser to an old location, which may no longer exist. Please remove Adelaide Bank's name from your "Favorites" list, type the Adelaide Bank's website address www.adelaidebank.com.au in the address bar of the web browser. Once the website loads simply add it to your Favorites list again.

If you still experience the "this page cannot be displayed" error, to help solve this problem delete your temporary Internet files.

Internet Explorer 5+ users;

Go to Tools, Internet Options and Click on the 'Delete Files' button, click in the box next to Delete all offline content and then click OK.

Netscape & MAC Internet Explorer 5 users;

Go to Edit, Preferences, Advanced, Cache, and click the 'Clear memory' and 'Clear disk cache' buttons. If none of the above work please contact your Internet Service Provider, (ISP) for further advice as there may be a problem with your system.

I'm logged on to Online Banking and need assistance with the various functions? What do I do ?

Online Banking features extensive help pages for each function within Online Banking. Simply select the "Help" button at the top right of the screen you're on to access useful information for assistance. Subsequently call 13 22 20 (SA) or 1300 652 220 (outside SA) for assistance.

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When entering the Customer Reference Number, enter the numbers found on your bill, (found under the BPAY section on the bill you are paying). Please do not enter any spaces or dashes. If the service still rejects the Customer Reference Number please confirm with the company you are trying to pay whether the number is valid.

What are the cut-off times for BPAY/AnyPay payments?

If your payment is made before 4pm South Australian time on a Banking Day your payment should be treated as if received by the payee on the same day.
If your payment is made after 4pm South Australian time on a Banking Day your payment should be treated as if received by the payee on the following Banking day.

Note: The time when the funds will be deposited into the payee's account depends on the systems and policies of the payee's bank

How do I access AnyPay?

Simply select the "AnyPay" tab from the main Online Banking window. Account owners (eg not operators) can request an increase in the daily limit for AnyPay payments online by clicking on the Optional Daily Limit button within the AnyPay page. Note: for security purposes, the new Daily Limit will become available in Online Banking 2 business days after request of the new Daily Limit. Business days include Saturdays, but not Sundays or Public Holidays. Once you have set a Daily Limit, and the 2 business days have elapsed you will have access to AnyPay.

® Registered to BPAY Pty Ltd ABN 69 079 137 518

How much does it cost to use AnyPay?

This is dependent on what type of account you are making the transaction from. Visit our transaction fees to find out more.

What types of accounts can I make AnyPay payments to?

AnyPay payments can only be made to Australian bank accounts with a BSB and an account number.

How can operators on my accounts get access to AnyPay?

If you wish to provide operators linked to your accounts with AnyPay access, simply click on the "AnyPay Account Authorisation" option to authorise access. The newly added operators will need access to Online Banking, using their own Personal Access Code and customer number.

What are the cut-off times for AnyPay payments?

If your AnyPay payment is made before 4pm South Australian time on a banking day your payment will be sent overnight.
If your AnyPay payment is made after 4pm South Australian time on a banking bay your payment will be sent overnight on the following banking day. (e.g. payments sent after a non public holiday Friday 4pm, will not be sent until after 4pm on the next banking day, e.g. overnight the following Monday.)
If your payment is not a future dated payment (e.g. today's date), regardless of the cut off time your account will be debited immediately.

Note: The time when the funds will be deposited into the payee's account depends on the systems and policies of the payee's bank; we will send the funds overnight, however the receiving end also needs to process it.

Can I set AnyPay payments to specific frequencies?

You may choose from the following frequencies for AnyPay payments:

Once only
Weekly
Fortnightly
Monthly
Quarterly
Half yearly
Annually
Four weekly
Two monthly

Can I set up future-dated AnyPay payments?

AnyPay payments can be future-dated. These payments are debited at approximately 12 noon (South Australian time) on the selected date.
If the future date selected is not a business day, we will attempt to make the payment the preceding business day.
If there are insufficient funds in your account and/or your daily limit on the account is insufficient to make the AnyPay payment, the payment will not be made and a message will appear the next time you log in to Online Banking.
"Business day" means a day other than a Saturday, Sunday or a national holiday in Australia.

What if I miss-key the payee's account details?

Please take care to ensure you key in the correct details. Ultimately you're responsible for payments made and you will need to contact the payee to recoup any funds incorrectly transferred. For miss-keyed details (eg you don't know who you've paid) we will assist in attempting to retrieve the funds. Fortunately many financial institutions will reject the transaction if the details are incorrect. Generally a credit will appear in the account the payment was made from.

*Please check your online transaction lists prior to contacting us.

Will operators I have authorised to have AnyPay, see payees not related to my business accounts?

The payee's list is always the list maintained by the person logged on, and is saved per user. All customers with authorised AnyPay access will see their own payee list when transacting on an account. You may use the "copy payees" option within AnyPay to send your list of payees to other operators. This can save the need to re-enter the payee details where there is more than one operator managing the payments of the account.

How do I make an AnyPay payment?

Once you have activated AnyPay, you can then set up regular and future-dated payments by selecting the AnyPay tab option from the main window. Your list of payees will appear.

Select the AnyPay tab within Online Banking
You can either "Add Payee" now and return to make the payment another time, or
You can "Pay Payee" and you have the choice of whether you wish to add this payment to your list for future use
Enter the details of the payment (Name, BSB, Account number, Reference, Amount and Date)
Choose frequency of payment, eg a regular weekly payment
Choose a date for the payment. If unchanged the payment will debit the account immediately
Enter an amount
Once the payment is confirmed, you will be provided a receipt for your records.

How do I change the optional daily limit for AnyPay payments on my accounts?

Account owners (eg not operators) can request an increase in the daily limit for AnyPay payments online by clicking on the daily limit Usage button within the AnyPay page. Note: for security purposes, the new daily limit will become available in Online Banking 2 business days after request of the new daily limit. Business days include Saturdays, but not Sundays or Public Holidays.

Please note that to confirm these instructions, we will send you an email to your email address provided (See "Other Services" to update) and the email sender will be notice@anypay.com.au. This is to avoid email tracking software trying to detect emails being sent to bank customers.

I no longer wish to have access to AnyPay. What do I do?

You will need to set your daily limit to $0 for each account. This can be done via "Daily Limit Usage" button within AnyPay. Note: for security purposes, the new daily limit will become available in Online Banking 2 business days after request of the new daily limit. Business days include Saturdays, but not Sundays or Public Holidays.

If I remove my access to AnyPay will I still have access to the payees I set up through AnyPay?

By setting your daily limit to $0 access to maintain your payees will remain. However you will not be able to make payments to your existing list of payees if your daily limit is $0. If you wish to make payments to payees or maintain payees in the future, you will need to increase your daily limit.

If I remove my access to AnyPay, what happens to regular and future-dated payments I have set up?

Your daily limit must be greater than the amount scheduled to process your future-dated payments.

Can I use Online Banking for my business accounts?

Yes, all customers may have access to Online Banking; however there may be restricted access to accounts that require two signatures for operation.

How often is my balance updated?

Online Banking gives you a direct connection to our computer systems. This means you have an up to the minute balance of your account. Any online transactions that you make using Express Line or Online Banking are immediately reflected within Online Banking.

If I transfer money today, can I take it out at an ATM or Bank@Post ™?

If you transfer money using the "Transfer" button to any of your transaction accounts, which allow access via ATM or Bank@Post ™, you will be able to withdraw any available funds immediately (subject to normal account withdrawal limits).

Why doesn't my available balance equal my current balance?

Your available balance doesn't include uncleared cheques. If it is a Visa account there may be some pledged funds, where a merchant has had a Visa transaction authorised, but has not presented the transaction voucher to the bank. Once all cheques have been cleared and there are no pledged funds, then these two balances should reconcile.

The transfer button is missing next to one of my accounts. Why?

You cannot transfer from a standard loan account or any term deposit accounts. If you have any further enquiries, please contact us.

I was performing a transaction and the connection was lost/interrupted. What do I do?

You will need to logon again and go to the statement for the appropriate account and ensure the transaction has been performed.

Can I find out the interest I earned/paid in the previous financial year with Online Banking?

Yes, the last financial year's interest can be viewed online. You will need to log on to Online Banking, within the 'Other Services' tab then select 'Tax Information'.

My Visa card expires this month. When do I receive a new one or do I have to order a new card?

The replacement Visa card is automatically sent to your address via the post in the third week of the expiry month. The current Visa card is valid until the end of the expiry date.

I have checked my Visa card statement and have noticed a suspicious purchase. What can I do about this?

Merchants can trade under a different name from the sign on the door - eg your local brand name video store may be a franchise that bills as XYZ PTY LTD. Visa purchases are not instant. They can take several days to reach the bank and debit the account. Before disputing the payment take a moment to consider the amount of the purchase and any purchases you may have made recently. You will need to call 13 22 20 (SA) or 1300 652 220 (Outside SA) for further information. Adelaide Bank will investigate the transaction on your behalf. The dispute process will take up to 45 days from the date of initial request to resolve. Please note there is a $10 charge if the dispute proves you signed and authorised the purchase.

When am I allowed to access the Christmas Club account I have?

The Christmas Club account can be drawn upon between the period of 1st November to 31st January. For non-passbook accounts, funds can be transferred using Express Line phone banking or Online Banking.

I have lost a cheque that I have written and need to cancel it. What do I need to do?

You will need to contact us on 13 22 20 (SA) or 1300 652 220 (Outside SA) and a consultant will be able to arrange for a stop payment on the cheque. A fee of $10.00 is applicable.

Can I add a chequebook to my account?

Cheque books can be added to most transaction accounts. You will need to complete an Add/Delete Cheque Facility form and return this to us. When a cheque facility is added to an account, additional fees will be applicable.

If I am arranging to have credits to or debits from my account automatically, what BSB and account number do I need to quote?

The BSB to quote is 610-101. Within Online Banking, select the "My Accounts" screen and select the account you wish to use for this purpose. In the shaded area below your accounts, we have detailed your BSB and account number (Cross Reference Number) to easily identify these details. Alternatively, your account number can be found in the top right corner of your statement following the words Direct Debit/Credit number. Please don't confuse these two numbers with your customer number. Your customer number is used within Adelaide Bank and provides access to Online Banking and Express Line only.

I have not received a statement for my account. What should I do?

Firstly check your last statement to view the "next statement" date. Your statement is generated and posted shortly after this date. Should you misplace your statement, a replacement statement can be requested by contacting us (charges may apply based on account type and statement dates). Additionally account transactions can be viewed free of charge using our Online Banking facility.

I am going on a holiday overseas. Will I be able to use my Visa card while I'm there?

You will be able to you use your Visa credit card at any outlet/ATM that displays the Visa symbol.

What is the maximum amount I can withdraw from an ATM at one time?

The maximum amount you can withdraw from any an ATM is $1000 per card, per day. This is set as a security feature of the card and PIN to limit the loss to both you and the Bank should you have your card stolen. PIN numbers should be memorised and then destroyed. Should your card be stolen and used with your PIN, you may be liable for the full amount stolen.

What is the maximum cash withdrawal I can make from an Adelaide Bank branch?

Without prior notice you can draw up to $5000 cash from any Adelaide Bank branch. For requests for more than $5000 we require 24 hours notice of the withdrawal. Please contact us or visit the branch to provide notice of cash withdrawals greater than $5000.

Can I update my address via email or Online Banking?

For security reasons we require verification of your personal details before an address update can be performed. Contact us on 13 22 20 (SA) or 1300 652 220 (Outside SA) to arrange for your details to be updated. Alternatively you can send a signed letter with your details to Adelaide Bank, GPO Box 1048 Adelaide SA 5001.