FAQ - NetBranch Internet Banking

How do I register for NetBranch?
You can register online or contact our office on (02) 9965 1200
during business hours or e-mail your request.

Why do I have to go through the initial login process of Terms & Conditions, etc?
The initial login process of agreeing to the Terms & Conditions is a one off process.
The Terms & Conditions explains your responsibilities and the credit unions' responsibilities and rights under the EFT Code of Conduct.

How do I update my e-mail address?
Your e-mail address can now be updated online. Just click on 'Change E-Mail Address' under the 'Personal' menu in NetBranch.

Can I access NetBranch while overseas?
Yes. You will need to locate a PC with a browser that has access to the Internet.

The modem I am using is old, will I still be able to access NetBranch?
Yes, but it will take longer to download the display information.

What does it mean if I receive an error message 'Cannot Open Site'?
Whilst this is a rare occurrence, this situation may occur if the host computer running NetBranch is unavailable. If this is the case NetBranch will automatically post a message to your members requesting that they try again at a later stage.

I've forgotten my password. How do I get a new one?
To have your password reissued please contact our office on
(02) 9965 1200 during business hours or e-mail us.

Why do I need to change my password when I first log in?
This step provides an additional layer of security to the NetBranch site. To ensure the security of your password, every member will be prompted to change the password issued to them upon registration, to on of their choice. This ensures complete security as the only person who knows the password is you.

Why is the system asking "Please Enter your Authorisation Password" on every transaction I process under my member number?
You have authorised the credit union to allow balance altering transactions on an account which has two or more signatory access and a Second Password authority is required.

Can I change my password at any time?
Yes, select the 'change password' option under the personalise settings. You will need to enter your existing password and the new password you would like to use.

My password has been stolen, what should I do?
Ensure you inform the credit union immediately or log on to NetBranch and securely change your password.

My password is being entered correctly, however the system is advising that my password is invalid?
Password is case sensitive, try entering the password again while ensuring that each character is formatted correctly.

What do I do if my account is blocked?
If you have entered the incorrect password three (3) times, on your third attempt you will be locked out of the system and access to your account will be blocked.
You will be required to phone or e-mail the credit union and request that your password be reset. Once you've been given your new password, you will be requested to change your password upon login.

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