Managing accounts FAQ, Internet Banking

Here are the answers to frequently asked questions about managing your accounts on Internet Banking.

SMS and Email Alerts

What are SMS and Email Alerts?
What types of Alerts can I receive?
There are 7 different types of alerts that can be received, if enabled, using Mobile or Internet Banking. These include:
- Current Balance Alerts
- High Balance Alerts
- Low Balance Alert
- Deposit Alerts
- Withdrawal or Authorisation Alerts
- Dishonour Alerts
- Credit Card Repayment Alerts
For further information, please visit our page on SMS and Email Alerts.
How much does it cost?
How do I set up my Alerts?
You can register for SMS and Email Alerts online via Internet Banking or Mobile Banking. Once registered, simply choose the Alerts you wish to receive.

Using Bank of Melbourne App
1. Logon to Mobile Banking
2. Tap on 'Services' along the bottom bar
3. Under the My Accounts section, select 'Notifications and Alerts'
4. From here you'll be able to see Account & Payment Notifications
5. Click on the type of Notification you want to start
6. Press the red + to add a new notification and follow the prompts. Select 'Confirm'
Using Bank of Melbourne Internet Banking
1. Logon to Internet Banking
2. Select 'Security, SMS & email alerts' from the left-hand menu
3. Under the heading 'Alerts', Select the category where you want to add the notification
4. Follow the Prompts and select 'Continue’
5. Review the details of your alert and select 'Confirm'.
The number next to each category will tell you how many notifications you have active in that category.
Can I modify or cancel my Alerts?
When will I receive the Alerts?

Balance Alerts are sent after we update your account balance overnight.

Other alerts (including High Balance Alerts and Low Balance Alerts) are sent at the time the transaction or activity is processed to your account. This may be after the time a transaction is made (for example, deposits to some accounts made after a cut-off time are processed on the next Business Day).

Remember that there may be a delay between when we send an alert and when you receive it (such as where you are out of range of a telecommunications network).
On what accounts can I receive SMS and Email Alerts?
You can receive SMS and Email alerts on eligible accounts including:
- Transaction accounts (e.g. Complete Freedom, Concession and Retirement Access Plus accounts)
- Personal Credit Cards
- Savings and Investments accounts (e.g. Portfolio Cash Management, Gold Cash Management, Incentive Saver, Investment Savings, Maxi Saver accounts
- Get Set loans.

eStatements

What are eStatements?

eStatements are electronic bank statements delivered to your online banking account instead of your postal or mailing address. You’ll be sent an email to let you know when your eStatement is ready to be viewed online.

eStatements hold the same information as your paper statements and can be accessed through your Bank of Melbourne Mobile Banking App or Internet Banking.
What are the benefits of eStatements?

eStatements allow for you to access existing bank statements anytime, anywhere through the Bank of Melbourne Mobile Banking App or Internet Banking. By accessing your statements securely online, you can help lower your risk of identity theft while still being able to share statements with third parties, such as accountants, when needed.

If you're unable to locate a statement from the last 7 years online, it may have been archived. In this case you can order a copy of a previous statement using Internet Banking instead of the App.
How do I switch to eStatements?
Switch to eStatements Switch to eStatements
Mobile Banking

Logon to Mobile Banking

Tap Services at the base of your screen

Tap Manage eStatements under My Statements and Mail

Tap the envelope icon to switch your eligible accounts to eStatements

Tap Agree.

Internet Banking

Logon to Internet Banking

Select Manage my accounts from the left-hand navigation menu

Select Manage eStatements

Change your statement preference to eStatement

Click Agree
Which accounts are eligible to switch to eStatements?
Most personal accounts, and some business accounts, can be switched to eStatements. These include:

Transaction and Savings accounts (sole and jointly owned)

Credit Card accounts (sole and jointly owned)

Home Loan accounts (solely owned)

Personal Loan accounts (solely owned)

If the account is a joint account, then all account owners must opt in (and remain opted in) to receive eStatements. If all owners are not opted in to eStatements then paper statements will be sent.
Why can't I switch some of my accounts to eStatements?
To be eligible for eStatements, all owners of an account must have access to Internet Banking and opt in to receive account statements digitally.

Some accounts will still receive paper statements even if you have consented to receive eStatements. This includes:

When your home loan account has an offset arrangement, or if your home loan is a joint account

When there’s a permanent overdraft on your account

When a joint account owner opts out of receiving eStatements.
How do I know when my eStatement is available?

You’ll receive an email notification each time a new eStatement is available to be viewed online using Bank of Melbourne Mobile Banking App or Internet Banking. For security reasons, a copy of your eStatement will never be attached to this email.

Simply logon to your Bank of Melbourne Mobile Banking App or Internet Banking to view, save or print a copy of your eStatement to your personal device/s.
How do I view my eStatements?
Mobile Banking

Logon to Mobile Banking

Select the account

Select Statements along the top navigation

Internet Banking

Logon to Internet Banking

Select the account

Select View eStatements
Will my eStatement look the same as the paper statement I receive in the mail?
Are eStatements secure?

Your eStatements are stored securely within Mobile and Internet Banking, so you’re better protected against identity and mail theft that can be associated with paper statements.

You’ll receive an email notification each time a new eStatement is available to be viewed online. To ensure your account security, a copy of your eStatements will never be attached to this email.

You’ll need to sign in to Bank of Melbourne Mobile Banking App or Internet Banking to view your eStatements.
Are there any additional steps I need to take to protect my eStatements?

Make sure you always keep your Bank of Melbourne Internet Banking password secure. You also need to make sure you close all windows that you’ve opened to display your eStatements to protect your account information.

Viewing your eStatement on a mobile device may make it available after you have signed out of Bank of Melbourne Internet Banking. Make sure you close any eStatements you have opened and sign out of Bank of Melbourne Internet Banking.
Can I go back to receiving paper statements?
Yes, you can return to paper statements at any time.

Mobile Banking

Logon to Mobile Banking

Select the Services icon at the bottom of the screen

Scroll down to Manage eStatements

Select the page icon to receive Paper Statements for each eligible account

Click Agree.

Internet Banking

Sign in to Internet Banking

Select Manage my accounts

Select Manage eStatements

On the right hand side update your Statement Preference to Paper Statement for each of the accounts that you no longer wish to receive eStatements for

Click on Agree.

You can also call us in the app.
Do I need to let Bank of Melbourne know if I change my email address?
Help us help you, by keeping your details up to date. That way, we can get hold of you quickly and keep you and your accounts safe. By keeping your email address up to date, we can notify you as soon as your eStatement is ready to view.

To update your personal details online, you will need to be registered for Bank of Melbourne Secure SMS Code*. To change your contact details:

Mobile Banking

Logon to the Bank of Melbourne App

Select Services

Under My Details, select Update contact details

Enter in your secure code

Select Edit addresses, Edit Email or Edit Phone Numbers

Update your address, email or phone number

Select Confirm

Select Done

Internet Banking

Logon to Internet Banking

Select Services

Under My Details, select Update Contact Details

Enter in your secure code

Select Edit Addresses, Edit Email Address or Edit Phone Numbers

Update your address, email or phone number

Select Confirm

Select Done
*To register, you just need to provide us with your Australian registered landline or mobile phone number by calling us in the app.
Will I be able to access eStatements when I close an account?

You can access recent statements for most closed transaction, savings, and credit card accounts, provided you still have access to your Mobile and Internet Banking. You can print and/or save these eStatements at any time.

If you're unable to locate a statement from the last 7 years online, it may have been archived. In this case you can order a copy of a previous statement using Internet Banking instead of the app.

Closed loan account statements are not able to be viewed online using the App or Internet Banking. If you require a statement for a closed loan account, or require further assistance, please contact our phone or branch bankers using the App or call us directly on 13 22 66, 8am - 8pm, Monday to Friday.
What happens if I don’t receive an email notification?
Why does my eStatement not include my address details?

If you're a signatory or Power of Attorney, not the primary account holder, or if you're the primary account holder and have multiple statements being issued for your account, then we aren't able to display your address on your eStatement. If you require a statement with your address details, please contact our phone or branch bankers using the App or call us directly on 13 22 66, 8am - 8pm, Monday to Friday.

Card Disputes

What is a Card Dispute?

A card dispute is discrepancy between a merchant and cardholder in relation to goods or services the cardholder has purchased.

Westpac Group aims to help you recover funds for goods/services you paid for, in the event you have not been able to come to an agreement with the merchant directly. Once you raise a dispute on the relevant transaction, we will raise a chargeback against the merchant, using your supporting evidence. It is important to note that the merchant may challenge the chargeback, and hence a successful outcome is not guaranteed.
How can I dispute a Credit Card transaction?
How far back can I dispute a transaction?
What type of transaction can I dispute?
How can I cancel a dispute I have lodged?

Daily ATM and EFTPOS cash withdrawal limit

What is the daily ATM and EFTPOS cash withdrawal limit function?

Within Internet, Mobile and Tablet Banking you can change your daily ATM and EFTPOS cash withdrawal limit for most credit and debit cards.

Your daily limit is the maximum amount of cash you can withdraw using your debit or credit cards on any given day. You can change the daily limit to any amount between $0 - $2,000.

The daily limit can be changed for most credit and debit cards except for Corporate and Business Vantage Credit Cards, Freedom Cards, Corporate Debit cards, Heritage Debit cards and corporate accounts.
How do I change my daily ATM and EFTPOS cash withdrawal limit?
Manage your daily withdrawal limit (up to $2000) using either Mobile or Internet Banking.

Using Bank of Melbourne App

Logon to the Mobile App

Tap 'Services' at the bottom of your screen.

Tap on 'Change ATM/EFTPOS Cash Limit' under the My Cards menu.

Select your card from the drop-down list.

Select a limit, or 'Other' from the drop-down list.

Tap 'Confirm'.

Using Bank of Melbourne Internet Banking

Logon to Internet Banking

Select Manage My Accounts

Click on Manage ATM & EFTPOS Cash Limit under the Card Services menu

Select your card from the drop-down list.

Set a new limit to a value between $0 and $2000 in the indicated box.

Click Confirm.
Change ATM Limit Change ATM Limit
What is the maximum amount I can set the daily ATM and EFTPOS cash withdrawal limit to?
What is the minimum amount I can set the daily ATM and EFTPOS cash withdrawal limit to?
Why can I not see a particular card for which I want to change the daily ATM and EFTPOS cash withdrawal limit?

Statement Ordering

Can I cancel a statement I have just ordered?
Can I receive my statement electronically?
What's my statement cycle and how do I calculate it?

Your statement cycle refers to how often and on what date your statements are sent out.

You can determine your statement cycle by reviewing a previously received statement. The Statement Period will be displayed on each statement in the following format:

Statement Period 01/03/2006 to 30/04/2006

This example means that your statement cycle is monthly and issued on the last day of each month. Please be aware that different accounts can have different statement cycles.
How much does it cost to order a statement?
A fee is charged for each individual statement ordered within a specific date range.

Statement orders for transaction/savings accounts will incur a fee of $4 per statements.

Statement orders for credit cards will incur a fee of $4.50 per statement.

Statement orders for loan accounts will incur a fee of $10 per statement
- Personal customers' terms and conditions
- Business customers' terms and conditions
Please note: if your requested date range includes dates across more than one statement period, the total fee will be the cost of that number of statements. For example, if you receive a monthly statement on the 2nd of each month and you request a statement covering the date range of 1 Jan 2006 - 1 Feb 2006, you will cross two statement cycles: 2 Dec - 1 Jan AND 2 Jan - 1 Feb. If you would like to order only one statement, please check a recently received statement to ensure you request a date range within one statement cycle.
Why can't I order a directsaver account statement?

directsaver statements are issued quarterly. If you have not held your account for at least 3 months you may not be able to order a statement online. Alternatively you can print a record of recent transactions on your Maxi Saver account within Internet Banking.

Should you require a bank-issued statement for your directsaver account before your next quarterly statement is expected, please call us in the app.
How can I receive my financial year's interest summary?
You can view a snapshot of total interest charged and earned for the current and previous financial year using Mobile and Internet Banking. For closed accounts please refer to your closed account statements as an interest summary is available at the end of each statement.

Using Bank of Melbourne App
1. Logon to the Mobile App
2. Tap 'Services' at the bottom of your screen.
3. Tap 'View financial years interest' under the My Accounts menu.
Using Bank of Melbourne Internet Banking
1. Logon to Internet Banking
2. Select Manage My Accounts
3. Select Financial year's interest under the Manage My Accounts menu.
View interest View interest
Can I change the statement frequency for my accounts?

You can change the statement frequency for your accounts by speaking with our phone, chat or branch bankers. This is not something that can be changed using the App or Internet Banking.

The statement frequency for all accounts is automatically set to semi-annually (6 months). We can change this for you at your request. Your options for statement frequency are Monthly, Quarterly (every 3 months), Semi-Annually or Yearly

Important Information:
The statement frequency for any loan accounts (which have a 6 months statement cycle) and credit card accounts (which have a monthly statement frequency) cannot be changed.
How do I order a copy of a previous statement?
You can order a statement through Internet Banking, rather than the App.

Using Bank of Melbourne Internet Banking

Logon to Internet Banking

Select Manage My Accounts from the left-hand navigation menu

Select Order a Printed Statement under the Statement & Balances menu

Select the account you need a copy of the previous statement for from the provided list

Select 'Previous Statement' from the provided list

Select Continue

Select Confirm.

Once ordered, your statement will be posted to your mailing address. If you have switched to eStatements you will be notified by email when your eStatement is available to view online.
Can I order a statement for a specific date range?
While we can’t create statements with custom start and end dates, you can order a copy of a previous statement, or an interim statement, within Internet Banking that will include the required date range.

You can order a statement through Internet Banking, rather than the App.

Using Bank of Melbourne Internet Banking

Logon to Internet Banking

Select Manage My Accounts from the left-hand navigation menu.

Select Order a Printed Statement under the Statement & Balances menu

Select the account you need a copy of the previous statement for from the provided list.

Select 'Statement: from' an insert the date range required' - This provides you with the ability to order previous statements that cover a particular date range. You will receive multiple statements if your requested date range covers more than one statement cycle.

Select Continue.

Select Confirm.

Once ordered, your statement will then be posted to your mailing address. If you have switched to eStatements you will be notified by email when your eStatement is available to view online.

Important Information:

You can order up to 14 statements in one request. If you need more than 14 statements, you’ll need to submit additional statement requests.

We are unable to create statements for the entire account history (last 7 years) as a single document.
How can I order an interim statement?
If you can’t find a recent statement up to today's date, you'll need to order an interim statement. Interim statements can only be organised online through Internet Banking, not the App.

Once this has been ordered a statement will generate from the date when you last received a statement up until the date when the request was made. Your statement will appear in your Internet Banking on the next business day or if you aren’t opted in for eStatements it will be posted to your mailing address.

Using Bank of Melbourne Internet Banking

Logon to Internet Banking

Select Manage My Accounts from the left-hand navigation menu.

Select Order a Printed Statement under the Statement & Balances menu

Select the account you need an interim statement for from the provided list.

Select the statement period from the provided list.

Select Continue.

Select Confirm.

Important Information:

Credit card accounts are not eligible for interim statement ordering.

Interim statements for Home Loan accounts are generated on Saturdays and are made available the next working day.

Overseas Travel Notifications

Changing or cancelling my overseas travel notification

General

Can I update my contact details online?
You can update your contact details using Mobile and Internet Banking. To update any contact numbers, we will need to use one of your previously existing numbers to send a Secure Code to authenticate any changes made.

If no other contact numbers exist or you don't have access to your previous contact number, you will need to contact our Phone or Branch bankers to have this updated.

Using Bank of Melbourne App
1. Logon to the Mobile App
2. Tap 'Services'
3. Tap 'Update contact details'
4. Tap the 'Edit' button
5. Input your new mobile, home or work contact information, click 'Confirm'
6. Follow the prompts to complete the Secure Code authentication
Using Bank of Melbourne Internet Banking
1. Logon to Internet Banking
2. Go to 'My Details & Settings'
3. Select 'Update my contact details'
4. Follow the prompts to complete the Secure Code authentication
5. Once the Secure Code is authenticated, select the 'Edit' button to the far right to update your contact information.
6. Input your new mobile, home or work contact information as needed, select 'Confirm'
7. Follow the prompts to complete the Secure Code authentication to confirm your request.
8. Once the Secure Code is authenticated, your contact information will be updated.
Update details Update details
Can I view one screen with all of my session receipts?
Can I print my Internet Banking receipts?
How far back in my Transaction History can I view?
The amount of transactions you can view when choosing the 'All Transactions' or 'date range' options varies depending on your statement cycle and the number of transactions you’ve performed during that cycle period. Here's a guide to the number of transactions you may view based on your statement cycle:
- Monthly: 3 months back from your last statement received and a maximum of 500 transactions viewable at any given time
- Quarterly, 6-monthly, yearly: 2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time
I'm trying to make a transfer or payment but keep getting one of the following error messages: 'Special characters cannot be used. Please correct your entry for Amount' or 'Description entered is invalid'. What do I do?
I can't find the Back button.
There are various options for navigating back to previous screens.
- For the Mobile App, shortcuts appear at the bottom of various screens, including the My Accounts screen and all Receipt screens, which allow you to take the next appropriate step.
- For Internet Banking, when making any transfer or payment you can go back to the previous screen by selecting the 'Previous' or 'Go back and edit' button
- You can also return to view your accounts at any time by clicking on the logo at the top of the page if using Internet Banking or by selecting 'My Accounts' when using the App.

The Detail

Before using Internet and Phone Banking please read the Bank of Melbourne:

Terms and Conditions for Internet Banking and Phone Banking.

Internet connection is required to access Bank of Melbourne Mobile Banking. Normal data charges apply.