G U I D E T O I N T E R N E T B A N K I N G

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1 G U I D E T O I N T E R N E T B A N K I N G Effective May 2018

2 Contents Introduction... 3 Internet Banking... 3 Log In... 4 Daily Limits... 6 Secondary Security... 7 Second Factor Authentication... 7 Factor2 Personal Icons... 8 Setting Up Your Factor2 Password... 8 Using Your Password... 9 If you have Forgotten Your Factor2 Password... 9 Secure SMS Factor 2 Tokens VIP Access Navigate Accounts Transfer/Pay Services Budget Wise Budget Wise Continued Settings Terms & Conditions Log Out P a g e 2

3 Introduction Bank from home or on-the-go 24/7 with our safe secure Internet and Mobile Banking. We are excited to share with you an improved online experience - with our new website, internet banking portal and MyCOAST mobile App. Our new mobile responsive website will ensure you can bank anywhere and anytime on any device. Giving you digital access at your fingertips to all of our products, updates and calculators. Our new look not only looks great and easier to navigate, but it is safe and secure, fast and reliable. Internet Banking View up-to-date account balances & transactions Transfer funds to anyone and schedule transfers Pay and manage bills with BPAY Set up 'personal payees' to make regular transfers or payments easier Download statements View year-to-date interest Change your card's PIN Open additional accounts and term deposits Note: This guide is based on the full Internet Banking website at digital.coastline.com.au on a computer. If you access the website via a mobile device, some features may look and function differently than shown. The guide also does not cover instructions for out MyCOAST mobile app. P a g e 3

4 Log In To log in to Internet Banking, visit digital.coastline.com.au or click Login from the main site. Once you have reached the site, input your member number and password into the respective fields as shown below. Existing passwords or passwords allocated by Credit Union staff are used to gain initial access to the Internet Banking System. On entry of your member number & password you may be requested to change the password to one of your own choice if you have been provided a temporary password by a staff member. Passwords must be a minimum of 8 characters including at least one (1) lowercase letter, one (1) uppercase letter, one (1) number and one (1) symbol. P a g e 4

5 If you don t remember your password, you can select the click here link to reset the password. Don't use passwords or access codes which would be easily guessed such as your name, date of birth, phone number or repeated numbers or sequences e.g or 1234 or store your password on your computer. You should not divulge your password to any person or allow any person to watch you enter or hear your password. If for any reason you believe that the security of your account may have been compromised you should change your password or access code immediately and contact us for further advice (coastline.com.au/help/contact-us). P a g e 5

6 Daily Limits Standard transfer limits on a membership are set at $1,000,000 per day for Internal funds transfers (between your own accounts or to another Coastline Member) and $2,000 per day for External funds transfers to other financial institutions. *These limits are reviewed periodically and may be subject to change. Payments may also be delayed due to fraud checks. When transferring funds, BPay transactions or Processing Batches, the total amount of these transfers must not exceed this daily limit or they will fail. When a batch needs to be authorised by two or more people, each person responsible for processing and authorising the batch must have a daily limit above the total batch amount plus any transaction processed on Internet Banking that day, or transactions in the batch will fail once the limit is reached. Members needing a higher daily limit need to contact us (visit coastline.com.au/help/contact-us). The maximum limit we can increase your limit to over the phone is $2,000 for external transfers but higher limits can be obtained with a signature or by way of a secure message through internet banking. To send us a secure message, login to internet banking and select Services and Secure Mail as shown below: You will need to validate your secondary security before writing us a message pertaining to the limit which you require. P a g e 6

7 Secondary Security Second Factor Authentication With computer fraud on the rise and malicious programs such as Trojan Viruses and Keystroke Logging software attacking unprotected computers, a second layer of security called Second Factor Authentication has been added to Internet Banking. Keystroke loggers can hide on your computer, and record any keyboard activity, including passwords for online banking should you login. It then sends off its captured data to its creator over the internet, all without your knowledge. Members requiring external transfers using Internet Banking must use Second Factor authentication. This second level of security provides additional protection from fraud. To combat the evolving threat of Internet Banking Fraud Coastline is introducing two new methods of Second Factor Authentication Secure SMS and Factor2 Tokens. The existing Personal Icon method will be phased out in preference of the increased protection offered by Secure SMS and Factor2 Tokens. P a g e 7

8 Factor2 Personal Icons With Factor2 Personal Icons, once you log into Internet Banking using your password and attempt to perform a transaction, you will be prompted to enter your Personal Icon Password that consists of three predefined icons, using your mouse. This bypasses the keyboard altogether and prevents keystroke loggers from capturing your login codes. A Factor2 password consists of three icons selected from separate categories. When setting up your password you must memorise your selection of three icons and the order in which they were selected. Some examples of passwords are shown below: This system allows users to use the enhanced security of the Personal Icons system. To access this system in future, you will be required to authenticate through a special second level pass code request. You will be presented with a challenge in the form of a set of nine randomly displayed icons. You must click on your personal selection of three icons, in the correct order, before you will be allowed to proceed. Registering for Personal Icons To complete this process, you must select three memorable icons from the available image categories to form a new pass code. Please take special note of each icon that you select and the order in which you select them, as you will be required to pick out the same icons in the same order in order to authenticate in future. These icons will form your personal icon pass code. Note that you may only choose a single icon from any one category. Once a category has been used in the pass code, it will disappear from the available categories list and you will not be able to select from it again. You may restart this process at any time. The icons are simple colour images designed for easy recall. You may choose not to use this enhanced security; however, you will not be able to access any system functions that require additional authentication. Clicking the 'Refuse Registration' button will opt out from enhanced security. If you do choose to opt out from registering, you will not be prompted again. If after refusing registration you would like to take advantage of the enhanced security offered, you will need to speak to a staff member to have your record cleared. You will then be able to select your pass code the next time you authenticate. Setting Up Your Factor2 Password The first time you log into Internet Banking and attempt to perform a transaction, you will automatically be prompted to setup your new password. Example of Picture Icons Password: P a g e 8

9 To setup your new password: 1. After beginning a transaction in Transfer/Pay, provided you are not registered for another form of Secondary security, you will be presented with the Personal Icons registration screen. To begin, click select my first category at the bottom of the screen. 2. Select the first category from the drop-down list provided and press the NEXT button 3. Select the first icon for your new password 4. Select a second category from the drop-down list provided and press the NEXT button 5. Select the second icon for your new password 6. Select a third category from the drop-down list provided and press the NEXT button 7. Select the third icon for your new password 8. Confirm the three icons you have selected by pressing the CONFIRM button Your new password is loaded into the system and will need to be entered as a secondary login every time you perform a transaction. Using Your Password Once a Factor2 password is established, whenever you login to Internet Banking and attempt to perform a transaction you will be prompted to enter your Password. Simply click the three icons in the correct order to continue. Once your Factor2 password is entered you will remain authenticated for the duration of your Internet Banking session. If you have Forgotten Your Factor2 Password If an error is made you will be logged out of the system immediately as there will be no retries allowed at this level. The Member Number and standard Password must be entered again before retrying your Factor2 password. If three incorrect password attempts are made your access will be locked and you will need to call our Call Centre during business hours. P a g e 9

10 Secure SMS With secure SMS when you enter an external transfer to a destination that you have not previously used, you will be prompted to enter a onetime SMS code which will be sent to your nominated mobile number. The code when received on your mobile must be entered to authorise the transaction. Once per session You will only be asked for SMS authentication once during an Internet Banking session. To activate Secure SMS: 1. Log into Internet Banking. 2. Select settings cog and then the Secure SMS Registration button 3. You may be prompted for your existing secondary security. 4. Input or check your existing mobile number and select Register. 5. You will then be sent an SMS message with an authorisation code. 6. Enter the code into the field. 7. Once verified the Registration Process is now completed. P a g e 10

11 Factor 2 Tokens Each time you wish to transfer funds between memberships, transfer funds to another financial institution, use Business Banking or make a Bpay payment, you simply input the code from your Factor2 Token when prompted by Internet Banking. 1. Under Settings (Cog) select Register Token. 2. Input the credential ID from the physical token or the VIP Access app. 3. Next, press the button on the token and input the code provided (a new code is generated every 30 seconds). 4. Repeat this process for the next number generated by the token in the next field as required. 5. Select the check box thus complying with the stated terms and conditions and select register at the bottom. You can obtain your Factor2 Token from any Coastline Branch or if inconvenient to attend a branch you can contact us and we will forward you your token by mail coastline.com.au/help/contact-us You can activate the Factor2 Token when obtained at any Coastline Branch. If your token has been mailed to you, contact our Call Centre to activate the Factor2 Token. P a g e 11

12 VIP Access Strong authentication: Provides strong, two-factor authentication when logging into your VIP-enabled accounts. VIP Access Proximity: Securely lock and unlock your computer using your mobile device. QR/App Code: Scan a QR Code to generate site-specific security codes for strong two-factor authentication to your favourite websites. Use VIP Access at participating organisations including Coastline offers strong authentication to your normal login in one of the following ways: Dynamically generate a one-time use security code on your mobile device. Use that code along with your username and password. Receive a push notification on your mobile device that you approve as authentication. If your organisation requires you to define an additional device authentication mechanism to meet the security requirements, you will be prompted for the additional local authentication such as PIN, pattern, password, or fingerprint. Use fingerprint or your security code in a push notification to authenticate yourself on your mobile device. Note: Fingerprint authentication requires that your mobile device is fingerprint capable and that you have registered a fingerprint on the device. The strong authentication method you use depends on the method implemented by your participating organisation. You can generate a security code even if you do not have a network or mobile connection. Be sure to read the VIP End User Agreement after downloading VIP Access. P a g e 12

13 Navigate Once you have successfully logged into Internet Banking, you will be able to see the balances of your account/s. The menu bar at the top comprises the various functions of Coastline s Internet Banking console. Accounts By default, your account balances automatically display first from the Accounts Balances section. The other Accounts functions are as follows: Transaction History displays your recent transactions and any uncleared funds according to the conditions you specify as below: Interest Details provides the statistics of the interest earned on your account/s: P a g e 13

14 Manage PayIDs Allows you to manage your Osko PayID/s for the New Payments Platform, NPP, which is a faster way to pay with your Coastline Internet Banking service and MyCOAST Mobile Banking App. Learn more about NPP on our website at coastline.com.au/transact/npp or the Osko website at osko.com.au. This option will require you to validate your secondary security. Create Account provides the facility to open a new account within your membership. Simply select the account type and name if you wish and you may also transfer funds from another account. P a g e 14

15 Transfer/Pay Transfer - this provides the functionality to transfer funds between your own accounts. Select the account you would like the funds to be deducted from first then the destination account second and input the amount and a reference if required. Pay Someone - this can be used to transfer funds to another member or someone at another institution using their BSB and Account Number. You will first need to validate your secondary security before selecting either NOW or LATER depending on whether you would like to make the payment immediately or schedule the payment for later respectively. Then choose from a saved payee or select Someone New. If the payee has Osko, you can use their PayID such as a phone number, , ABN or organisation ID to pay them. If not, select TO BANK ACCOUNT instead. Here you can input the BSB, Account Number and Name. Note: For transferring funds to another Coastline Member, the BSB is When you have input the details, click Next to confirm the details. P a g e 15

16 BPAY the BPAY facility allows you to pay your bills via BPAY. Simply select the account you would like the funds to be deducted from and input the Description, Biller Code and your Customer Reference Number along with the Amount. Then you can either select Pay Now or schedule the payment for another date. Scheduled Transfers Displays the transfers you have scheduled as discussed earlier from this list, you can click the ellipsis ( ) on any payment to edit or delete it. P a g e 16

17 Business Banking provides the necessary facilities for businesses to complete business related transactions such as batches. See our Guide to Business Banking at coastline.com.au/about-coast/publications/ for more information. International Transfers Allows you to make transfers overseas. Click Create Transfer and select the Country and Currency from the Drop-down boxes and specify the amount either in AUD or a Foreign currency and Select Get Quote. P a g e 17

18 Services Payroll Splits Payroll Splits can be setup by a member of staff to automatically direct your income for various reasons. Please contact our staff for advice. When you have a split setup, you can view it in Internet Banking. Secure Mail the Secure Mail service requires you to validate your secondary security to allow you to securely contact our staff in the form of an like form through Internet Banking. Whe you click Secure Mail and validate your secondary security, you should see your Message Inbox where you can compose a message to our staff. This message is accepted as a signature and can be used for requesting assistance such as a limit increase. Activate Card This can be used to activate your new card when you receive it in the mail. After clicking activate card, select the card form the drop-down list and click Activate. Note: Your new card may take up to 12 hours to become active. P a g e 18

19 View EStatements When you click on View EStatements, you can view all your electronic statements and search for specific statements by number or date range as shown below. Alerts Here you can manage your SMS and Alerts to receive notifications about transactions made on your account. Please note that fees may apply for SMS banking. P a g e 19

20 Session History provides a history on the account sessions and the transactions and other activities actioned. Simply click Session History to view all activity or apply the filters including date range or activity to search the history. PIN/Card Management here you can select your card form the drop-down and update the status of the card or change the PIN online. P a g e 20

21 Budget Wise Budget Wise is an exciting new product exclusive to Coastline which offers a tailored solution to help manage your cash flow, removing the peaks and troughs that comes with bills. Say goodbye to bill stress and start enjoying the many benefits of bill smoothing. Simply click on Budget Wise to register your interest. Or click on What is Budget Wise to view more information about Budget Wise. What is Budget Wise? Budget Wise is an exciting new deposit account that spreads your bill payments evenly across the year, removing the bumps in your budgeting - taking away the stress of balancing your finances each month, and giving you the peace of mind that even if several bills arrive at once, your Budget Wise Account has you covered. How it works Sign up to a Budget Wise account and Coastline will pay all your nominated bills on your behalf. It s simple and easy to set up 1. Nominate your bills for the year and enter a 12-month regular deposit agreement with Coastline for the payment of those bills. These bills can include everything from loan repayments for your car, home, or investments, to insurance premiums, council rates, electricity/gas, telephone/mobile and school or day-care fees. 2. We calculate your recurring payment amount by adding all these bills together. We include a safety margin of 10% to account for any variable bills such as phone or electricity and a monthly service fee of $6. We then divide the total of your bills by the number of pay days for the year, to determine your regular payment amount and the frequency of your payments. 3. Activate your account by paying your first deposit up front. Each subsequent payday, your nominated payment will be deducted and placed in your Budget Wise account. 4. Present your bills to us at least 7 days before they are due and Coastline will pay them on your behalf from your Budget Wise account. P a g e 21

22 Budget Wise Continued Key features Convenient way to pay your bills. Low monthly fee. No interest charged if the account becomes overdrawn. Simple and easy to use through Coastline s Internet Banking portal. Avoid late fees and start collecting discounts for paying on time. Confidently set and achieve savings goals, understanding what your outgoing expenses will be. Reward yourself. At the end of the 12 months, we ll transfer whatever is left in the account to your nominated bank account a great way to boost your savings. P a g e 22

23 Settings Within the Settings menu, you can update your Address Details, Contact Details, Personal Details or Work Details on the respective pages. Account Reorder allows you to change the order of your accounts by using this icon then click Save Order. Notifications allows you to enable updates about transactions made on your account. Settings gives you the option to alter the preferred account using the drop-down. Manage EStatements allows you to update your EStatement preferences. The Token, SMS and Personal Icons allow you to make changes to your secondary security options. Transactional Limits allows you to alter your daily limit, however, you will need to send us a secure message to raise your limit above $ P a g e 23

24 Terms & Conditions Please refer to our website for the Internet Banking Terms and Conditions and the Customer Terms for Creating and Using Your PayID at coastline.com.au/about-coast/publications P a g e 24

25 Log Out For your online security it is important that you log out of internet banking at the end of each session. When you re ready to log out, simply select Logout at the top right-hand corner of the page. From here, you can sign on to internet banking again or return to our website. For further assistance, please: Visit our website at coastline.com.au Call us on Visit your local Coastline Credit Union branch Coastline Credit Union Limited ABN AFSL/Australian Credit Licence P a g e 25