BANKVIC APP FREQUENTLY ASKED QUESTIONS

Transcription

1 BANKVIC APP FREQUENTLY ASKED QUESTIONS

2 TABLE OF CONTENTS TABLE OF CONTENTS... 1 ABOUT THE BANKVIC APP... 2 GETTING STARTED... 3 SECURITY... 4 FEATURES & FUNCTIONALITY... 5 PAYMENTS & TRANSFERS... 6 CARD MANAGEMENT... 7 April 2017 Page 1 Copyright BankVic 2017

3 ABOUT THE BANKVIC APP 1. What is the BankVic App? The BankVic App allows you to complete simple everyday banking functions such as check your account balance, manage transfers, payments and pay bills with just a few taps on your mobile phone. 2. What is the difference between the BankVic App and BankVic Mobile Banking? The BankVic App is a software program that you download and use on your compatible mobile phone device, whereas our Mobile Banking is a web portal that runs directly in the browser on your smart phone. Both the BankVic App and Mobile Banking allow you to access your account information and complete everyday banking transactions. 3. What mobile phone devices does the BankVic App work on? The BankVic App will work on ios devices (ios 8 and above) and Android devices (Android 4.2 and above). Please note the app cannot be use on Android tablets. Mobile phones using a Windows operating system will not be able to use the new BankVic App. We recommend Windows phone users access mobile banking via or continue to use the old BankVic app for the time being. 4. Do I have to pay to use the BankVic app? No. The BankVic App is completely free to download and install at the Apple App or Google Play Store. Please note data usage charges may apply from your network provider. 5. Does the BankVic App require an internet connection to work? Yes, the app requires an internet connection to register your device, check your account balance and perform any payments and transfers. April 2017 Page 2 Copyright BankVic 2017

4 GETTING STARTED 1. How do I get the BankVic App on my mobile phone? Provided you are on a supported mobile phone device and operating system, you can download the app from the Google Play or Apple App Store. Simply search for BankVic and follow the prompts. If you are on an ipad and unable to find the app, please ensure you are searching under iphone Apps instead of ipad Apps. 2. What do I need to register the BankVic App? You will need to be registered for Internet Banking before you can use the BankVic App. If you re new to BankVic Internet Banking, you can register online or contact us on to help get you set up. 3. I ve registered for Internet Banking. Can I download and start using the BankVic App straight away? Unfortunately not. As a new member and/or Internet Banking user, you ll first need to log into Internet Banking or Mobile Banking to change the temporary password you were given. Once you ve changed that password, you will be able to download and register the app to start using it. 4. How do I start using the BankVic App? Once you ve download the app, you ll be asked to do the following: - Accept our Terms & Conditions - Verify yourself using your Member Number and Internet Banking password - Set up a simple login. This will either be a 4 9 digit PIN, pattern login or Touch ID (for compatible ios devices only) 5. What happens if I enter my Internet Banking password incorrectly? You will have three (3) attempts to enter the correct Internet Banking password. After three (3) attempts, your access to Internet Banking (and the app) will be blocked and you will need to contact us on to get your password reset. 6. I ve just had my Internet Banking password reset but I still can t access the app. What should I do? Just like when you first registered for Internet Banking, you will need to log into Internet Banking or Mobile Banking to change the password you ve been given. Once you ve done that, you will be able to register your device on the app and start using it again. 7. I m getting a 'No Connectivity' message when I try to log in. What should I do? We recommend you first check that you can access the internet and send/receive s on your phone. If all ok, please contact us on April 2017 Page 3 Copyright BankVic 2017

5 SECURITY 1. Is my personal banking information stored on my mobile phone device? No. Just like using mobile banking on your phone s browser, your banking information is only accessible via secure login with your 4 9 digit PIN or pattern login. 2. If someone gets access to my mobile phone device, can they access my personal banking details? No, the BankVic App requires a 4 9 digit PIN or pattern login to access your personal banking details. To maintain security, please don t disclose your 4 9 digit PIN or pattern login to anyone and do not store this information on your phone. 3. I ve lost my mobile phone device, what should I do? If you lose your mobile device you ll need to contact your mobile phone service provider immediately. Please contact us on to have your mobile banking access revoked. 4. How do I log out of the BankVic App? To log out immediately, simply tap the padlock icon in the top right corner of the home screen. If the app is inactive for 5 minutes, you will be logged out automatically and will need to log in again to start a new session. 5. Can multiple users login using the BankVic App on my phone? Unfortunately not. The app on your phone is registered to your Internet Banking credentials. You can however de-register your device at any time by going into your app settings and selecting Manage devices. Follow the prompts to remove your device. You will then be able to register a new user using their Internet Banking credentials. 6. What happens if I enter my 4 9 digit PIN or pattern incorrectly? You will have eight (8) attempts to enter the correct 4 9 digit PIN or pattern when accessing the app. After eight (8) attempts, your app will go into a deregistered state. You will need to re-register the app again using your Member Number and Internet Banking password, and set a 4 9 digit PIN or pattern as per the normal registration process. 7. What happens if I forget my 4 9 digit PIN or Pattern? If you can t remember your 4 9 digit PIN or Pattern, you will need to de-register the app via the forgot login option visible on the screen where you normally enter your 4 9 digit PIN or pattern. You will need to re-register the app again using your Member Number and Internet Banking password, and set a 4 9 digit PIN or pattern as per the normal registration process. April 2017 Page 4 Copyright BankVic 2017

6 FEATURES & FUNCTIONALITY 1. How do I access my app settings? To access your app settings, you ll first need to log in securely into your member account. ios device Once logged in, tap on the three horizontal lines in the top left corner and select Settings. Android device Once logged in, tap on the three vertical dots in the top right corner and choose from the Setting options available. 2. What is Quick Balance and how do I set it up? Quick Balance allows you to see the balance of your nominated account on the home screen without the need to log in. To set up Quick Balance, you ll need to log in securely into your member account and go to your app settings. Select Set Quick Balance from your list of options and nominate the account you wish to display the Quick Balance for. To view your Quick Balance, double tap the Account Balance tile on the home screen. The balance of your nominated account will appear on the screen for 8 seconds. 3. How do I set a Savings Goal? Easily track your savings progress by setting a Savings Goal. Tap on Savings Goal from the home screen and follow the prompts. You will be asked to add a photo of your savings goal. You can choose to take a photo or use an existing photo from your device s gallery. As you get closer to your goal, more of your selected photo will be revealed in colour. Note: You may notice that if you select a photo taken in landscape, it doesn t fill the entire frame. To use the photo you ve selected, you will need to enlarge the image by pinching and dragging it outwards with your fingers. April 2017 Page 5 Copyright BankVic 2017

7 PAYMENTS & TRANSFERS 1. Where can I find my BSB and 9-digit account number? For external debits and credits you will be asked to quote your BSB and 9-digit account number. You can find this information by logging into your member account, and tapping on the i in the top right corner to see your BSB and account number. Alternatively, you can go to Additional Services > Account BSB Details. 2. Are there any payment limits for transfers made via the app? The same limits that are in operation for Internet Banking and the old BankVic app apply to transfers made via the new BankVic app. 3. How can I find out more information about my transactions? The BankVic app displays limited information about transactions. To see detailed transaction information, please log into Internet Banking from a desktop computer or mobile web banking. 4. Why am I unable to see the account name when transferring funds? Full account names (e.g J SMITH) have been removed when transferring funds. Instead, you are able to give the account a personalized/more memorable name to help you differentiate between accounts that may have shared the same full account name. To rename your accounts, you will need to log into Internet Banking on a desktop computer, go to Preferences > Personalise Account Names. Another great way of personalizing each account is to upload an image that best represents that account. You can do this via the BankVic app by going into Settings > Customise Accounts. April 2017 Page 6 Copyright BankVic 2017

8 CARD MANAGEMENT 1. Why won t the app allow me to change my card PIN number? In order to change your card PIN number via the app, we must have your correct mobile number on file. Without this, you will not be able to receive a one-time-password confirming your PIN change. The Change PIN option will not appear if we do not have your mobile number on file. You can update your contact details by logging into your member account, selecting Additional Services > Personal Details. 2. I ve placed a temporary lock on my card, how long will that last for? The lock you ve placed on your card will remain until you choose to unlock it or until the card s expiry date. 3. What transactions will be restricted if I lock my card? All Point of Sale and Visa transactions will be restricted. This includes any ATM and EFTPOS transactions as well as any online payments linked to that particular card number. Additionally, any pre-arranged direct debits linked to that card will be restricted. Please give us a call on if you are unsure of what payments could be affected. 4. I ve placed a temporary lock on my card; will any scheduled payments still be processed? Yes, any regular payments you ve set up on internet or mobile banking to come out of your account will continue to be processed. 5. What should I do if I place a temporary lock on my card and then I can t find it? If you card has left your possession and you are unable to find it, you should report your card as lost or stolen via the Card Management options within the app. 6. Can I order a new card via the app? If you have reported your card as lost or stolen via the app, you will be given the opportunity to order a new card. Your account will automatically be debited $10 and a new card with a new card number, expiry date and pin number will be issued to you. If your card has been damaged, you will need to contact us on to order a replacement. April 2017 Page 7 Copyright BankVic 2017