Banking on-the-go FAQs.

You’ll first need to be issued a password, then log in for the first time using your member number and the temporary password that will be sent to you as a text.

Generate a password.

Log in to Online Banking.

You can send a secure message to Defence Bank by logging into the Defence Bank app or Online Banking then following these steps:

App.

1. Log in to the Defence Bank app.
2. Select ‘Contact us’ within the menu.
3. Tap ‘Secure Messaging’.
4. Select the message icon at the bottom right of screen, select the address from the first drop down menu, type a subject, message and add an attachment if required, then when ready, select 'Send message'.

Online Banking.

1. Log in to Online Banking.
2. Tap on ‘Services’ from the top menu.
3. Select ‘Secure Messaging’.
4. Select the address from the first drop down menu, type a subject, message and add an attachment if required, then when ready, select 'Send message'.

Log in to Online Banking.

You can receive a secure message from Defence Bank by logging into the Defence Bank app or Online Banking then following these steps:

App.

1. Log in to the Defence Bank app.
2. Select the 'you have new messages' notification on the home screen.
3. Select the message, it will expand to fullscreen for you to read.

Note: If the message is from Verify Defence Bank, please do not respond to this message as the message is sent from an account that is not monitored.

Online Banking.

1. Log in to Online Banking.
2. Select 'View mail' from the mailbox of the side menu.
3. Enter your validation code when prompted.
4. Select the new message to read.

Note: If the message is from Verify Defence Bank, please do not respond to this message as the message is sent from an account that is not monitored.

1. Login to online banking.
2. Under the main menu, select Services and tap Card Management.
3. Select the card you would like to enable.
4. Tap Card controls and within the ATM withdrawals section, toggle ‘International’ on.

The best thing to do first is to reset your password. If you’re still having issues, you can get in contact with us and we can check your details, provide you a new password, or make sure everything is unlocked and ready to go.

Contact us.

It is a six digit numerical code received by SMS or email enabling the member to securely authorise transactions such as making external transfers by BPAY or OSKO, changes to contact details, secure messages or registering a PayID.

Remember, we will never ask for your PIN or password by phone or email. STOP. HANG UP. CALL US BACK to check. It's a SCAM.

To set up and receive one-time passwords, the member must first register which can be done through Online Banking.

To register.

• Log in to Online Banking.
• Go to Settings and select either Secure SMS Management or Second Factor Authentication Email.
• From there, simply follow the instructions to complete the registration.

Yes. Secure SMS relies on the member knowing their login password, access to a physical device and the use of a temporary code accessible only through that device. Members can register for VIP access if they are not comfortable using secure SMS.

If you so not have a mobile number you will not be eligible to receive one-time passwords via secure SMS.

Defence Bank members have multiple ways of transacting on their account outside of Online Banking including in-branch, Bank@Post, ATM and using the award-winning Defence Bank app.

Second-factor authentication via email is not a common form of security and has been introduced for the purposes of allowing deployed ADF personnel to transact through Online Banking.

Defence email addresses are also inherently more secure than a standard email domain like @gmail.com.

You can increase and decrease your daily transfer limit by logging into the Defence Bank app or Online Banking and following these steps:

App.

1. Log in to the Defence Bank app.
2. Select ‘Manage Accounts’ within the menu.
3. Tap ‘Transaction Limits’.
4. Select your new ‘External Limit’ (to pay someone with a bank account that's not with Defence Bank), Internal Limit (to pay someone with a Defence Bank account), or ‘Bill Limit’ (BPAY), and click Update.

Online Banking.

1. Log in to Online Banking.
2. Tap on ‘Settings’ from the top menu.
3. Select ‘Transaction Limits’.
4. Select your new ‘External Limit’ (to pay someone with a bank account that's not with Defence Bank), Internal Limit (to pay someone with a Defence Bank account), or ‘Bill Limit’ (BPAY), and click ‘Update’.

Once you have increased your daily transfer limit, it will stay at this amount until you manually decrease it. That’s why we recommend you lower your amount immediately after making a big once-off transfer. It’s a good and safe habit to get into.

If you wish to transfer money greater than $20,000, simply contact the team at Australia’s Defence Bank on 1800 033 139 between 8am and 6pm AEST/AEDT Monday to Friday, or visit your local branch.

The daily limit is $10,000, but if you ever need to transfer a larger once-off amount, simply get in touch with us and we can increase it temporarily for you.

A limit increase will take up to 24-48 hours to reach your account.

1. Log in to your Online Banking account.
2. Select 'Transfer/Pay' from the menu, and choose 'Transfer'.
3. Select the account you wish to transfer from and to, enter a reference (optional) and amount of your transfer.

   Tip: If you want to set up a transfer or a recurring transfer, tap on 'Schedule Payment'. If you wish for the 'Schedule Payment' field to disappear, simply tap on 'Schedule Payment' again.

4. Select 'Pay Now'.
5. Review your transaction details and select 'Confirm' to proceed.

1. Log in to your Online Banking account.
2. Select 'Transfer/Pay' from the menu, and tap on 'Pay Someone'.
3. Select 'Request code' and a code will be sent to your mobile phone or email address if you are set up to receive one-time passwords.
4. Enter code and select 'Next' to validate.

   Tip: You can select to schedule a payment later or set up a recurring payment by switching from 'Now' to 'Later' and following the prompts.

5. Here you can select a saved payee or tap on 'Someone New' to enter the details of your intended payee.
6. If you have chosen to pay 'Someone New', enter their PayID or bank account details and select 'Next'.
7. Select the account you wish the money to be transferred from, enter transaction details and select 'Next'.
8. Review your transaction details and select 'Confirm' to proceed with the payment.

You can send a secure message to Defence Bank by logging into the Defence Bank app or Online Banking then following these steps:

App.

1. Log in to the Defence Bank app.
2. Select ‘Contact us’ within the menu.
3. Tap ‘Secure Messaging’.
4. Select the message icon at the bottom right of sceen, select the address from the first drop down menu, type a subject, message and add an attachement if required, then when ready, select 'Send message'.

Online Banking.

1. Log in to Online Banking.
2. Tap on ‘Services’ from the top menu.
3. Select ‘Secure Messaging’.
4. Select the address from the first drop down menu, type a subject, message and add an attachement if required, then when ready, select 'Send message'.

Log in to Online Banking.

1. Login to your app.
2. Under the main menu, select Manage Accounts and tap Manage Cards.
3. Select the card you would like to enable.
4. Tap Card controls and scroll down to ATM withdrawals, toggling ‘International’ on.

You can download the app through Google Play or Apple App Store. It's packed full of features and free to download and use.

To access the Defence Bank app, you will need to be registered for Online Banking and to have an Android device running Android 5.0 software or later, or an iOS (Apple) device running iOS10.3 or later.

If you recently joined Defence Bank, you have a welcome email sent to your registered email address containing instructions on how to register your Online Banking password.

• If you’re not registered for Online Banking, you can visit a branch or call 1800 033 139 for help.
• If you have forgotten your Online Banking password, you can reset it via the Forgotten Password link found on our Log in page on our website.

I’ve already registered for Online Banking and have a password, now what?

If you’re already registered for Online Banking, you do not need to re-register. Simply download the Defence Bank app to your phone, enter your Defence Bank member number and Online Banking password and follow the prompts.

You can easily update your details through the Defence Bank app anywhere, anytime.

1. Log into the Defence Bank app.
2. From the main menu, select ‘My Details’.
3. Select ‘Update Contact Details’, ‘Update Address Details’, 'Tax File Number or 'Foreign Tax Residency' depending on what you need to update.
4. Update your details and select ‘Save’.

You can increase and decrease your daily transfer limit by logging into the Defence Bank app or Online Banking and following these steps:

App.

1. Log in to the Defence Bank app.
2. Select ‘Manage Accounts’ within the menu.
3. Tap ‘Transaction Limits’.
4. Select your new ‘External Limit’ (to pay someone with a bank account that's not with Defence Bank), Internal Limit (to pay someone with a Defence Bank account), or ‘Bill Limit’ (BPAY), and click Update.

Online Banking.

1. Log in to Online Banking.
2. Tap on ‘Settings’ from the top menu.
3. Select ‘Transaction Limits’.
4. Select your new ‘External Limit’ (to pay someone with a bank account that's not with Defence Bank), Internal Limit (to pay someone with a Defence Bank account), or ‘Bill Limit’ (BPAY), and click ‘Update’.

Once you have increased your daily transfer limit, it will stay at this amount until you manually decrease it. That’s why we recommend you lower your amount immediately after making a big once-off transfer. It’s a good and safe habit to get into.

If you wish to transfer money greater than $20,000, simply contact the team at Australia’s Defence Bank on 1800 033 139 between 8am and 6pm AEST/AEDT Monday to Friday, or visit your local branch.

Display your accounts in an order you’re comfortable with by following these steps:

1. Log in to the Defence Bank app.
2. Select ‘Accounts’ from the dashboard or main menu.
3. Tap the ‘Hand’ icon at the top of the page to begin reordering.
4. Tap and hold to select the account you would like to reorder and move the account to a new position. Any re-ordering changes will automatically be applied.

Yes, you can. To view the current or previous year’s interest details of open accounts, follow these steps:

1. Log in to the Defence Bank app.
2. Select ‘Accounts’ from the Dashboard and tap on the account you want information from.
3. Tap the ellipsis (three dots) icon on the top right-hand corner and select ‘Account Information’.

Open a new savings account, everyday account, or term deposit is quick and hassle-free by following these easy steps:

1. Log in to the Defence Bank app.
2. From the ‘Main Menu’, select ‘Products’ then ‘Open Account’.
3. Tap on the account type you would like to open and hit ‘Select’.
4. From here, enter the details for your new account including the ‘Account name’, the account you would like your deposit to come from, and how much your opening deposit will be.
5. Select ‘Open Account’ when you are happy to proceed, following the prompts to finalise your new account.

Apply for a loan following these easy steps:

1. Log in to the Defence Bank app.
2. From the ‘Main Menu’, select ‘Products’ then ‘Lending products’.
3. Select the loan type, then 'Apply for a loan’.
4. From here, answer the questions, following the prompts to finalise your application.
5. Select ‘Save and exit’ if you need to pause your application at any time.

Paying for bills via BPAY through our app is not only convenient but really easy to do by following these steps:

1. Log into the Defence Bank app.
2. Select ‘Pay’ from the Dashboard and select ‘BPAY’ from the menu.
3. Select the provider you wish to pay or select ‘New Biller’.
   • If you selected New Biller, enter the Biller code and Reference Number, then swipe ‘Save biller’ to save the Biller details for future payments.
4. Tap the next arrow icon and enter the amount.
5. Tap the next arrow icon to select the account you wish the debit to come from.
6. Tap the next arrow icon to review the payment summary. Once you’re happy, click ‘Pay Now’, and a receipt number will display if the payment has been successful.

Sending money to someone located overseas is easy through our app and uses the real-time foreign currency exchange rate. Here’s how to do it:

1. Log in to the Defence Bank app.
2. Select ‘Pay’ from the dashboard and select ‘International’.
3. Follow the prompts by entering the transaction details, receiver’s personal details, and receiver’s financial details.

If you require further assistance, contact our Member Care team on 1800 033 139.

Payday tracker is a handy feature that allows you to tailor to your pay cycle or other regular payments.

It will then remind you of how many days until your next payday, along with the specific date.

Here’s how you set it up:

1. Log in to the Defence Bank app.
2. Select ‘Personalise’ from the Dashboard.
3. Add ‘Payday Countdown’ to your current widgets.

To set up the countdown:

1. Select 'Get started'.
2. Select the dat of your next pay day.
3. Select how often you are paid then confirm and save.

Quick Balance is a handy feature that allows you to view the balance of a nominated account, without having to log in to the Defence Bank app (optional). Here’s how you set it up:

1. Log in to the Defence Bank app.
2. Select ‘Quick Balance’ from the Dashboard.
3. Select ‘Set up Quick Balance’.
4. From the list of accounts displayed, tap the toggle button to nominate your accounts for Quick Balance.

You can confirm if you want to 'Show balance on the login screen' without having to log in by toggeling on or off under the gear icon in the top right of screen. 

1. Log in to the Defence Bank app.
2. Select ‘Quick Balance’ from the dashboard.
3. The account balances of your nominated accounts will display. 

On the home screan you first account will automatically display (if you have selected 'Show balance on the login screen'). Scroll left and right to move between nominated accounts.

Quick Transfers is a handy feature that allows you to transfer between nominated accounts, without having to log in to the Defence Bank app. Here’s how you set it up:

1. Log in to the Defence Bank app.
2. From the ‘Main Menu’, select 'Pay' then 'Quick Transfer
3. Select ‘Set up Quick Transfer’.
4. Select the account funds will be transfered from.
5. Select the account funds will be transfered to.
6. Confirm the amount to be transfered when using quick transfers (Options are $50, $100 or $200).

1. Log in to the Defence Bank app.
2. Select 'Settings' from the main menu.
3. Select ‘Quick Balance’.
4. From the list of accounts displayed, tap the toggle to nominate your accounts for Quick Balance.

Effective from 1 December 2023, Your transaction daily limit is $10,000 which can be managed through online banking or the app.

If you wish to transfer money greater than $10,000, simply contact the team at Australia’s Defence Bank on 1800 033 139 between 8am and 6pm AEST/AEDT Monday to Friday, or visit your local branch.

You can access all accounts in your name through the app. If you are an authorised signatory of another account, you can access these too if the account owner/s has provided approval.

We recommend setting up Card Alerts as it is one of the best ways to immediately identify activity on your card, especially if it is a transaction you are unsure of. Here’s how you do it:

1. Log in to the Defence Bank app.
2. Select ‘Settings’ within the menu.
3. Tap ‘Alerts’ and select the ‘Cards’ tab.
4. Select the Card you would like to establish alerts on (this is specific to each individual card).
5. Select the Transaction Type(s) you would like to receive alerts on (i.e. Pay Wave/Pass, ATM withdrawals, Credit Card and EFTPOS).
6. For each Transaction Type you would like to receive an alert for, you can select to be notified of when a transaction occurs or if a threshold is exceeded.

Setting up alerts is easy and a great way to stay across the activity on your accounts.

1. Log in to the Defence Bank app.
2. Select ‘Settings’ within the menu and tap ‘Alerts’.
3. Tap the toggle of your preferred method of notification (SMS or Email).
4. Tap the toggle to receive either Push Notifications or set up Scheduled Alerts.
5. Once all your alert parameters are selected, tap the next arrow icon.
6. From here you can select the type of alerts you require.

If you would like to deregister Alerts, simply follow these steps.

1. Log in to the Defence Bank app.
2. Select ‘Settings’ within the menu.
3. Tap ‘Alerts’ and tap the settings cog icon in the top right hand corner.
4. Select ‘Deregister’ to remove all alert settings.
5. A confirmation message will display, Select ‘Deregister’.

One of the optional features of a Defence Bank Everyday Access, Offset accounts or Pension Saver (eligible accounts) is automatic Round Ups.

Each time you spend with your Defence Bank Visa Debit card, your purchases are rounded to your choice of the nearest dollar, nearest $5 or nearest $10 with the funds transferred to your nominated Defence Bank savings account.

1. Open the Defence Bank app.
2. Select Manage Accounts from the drop-down menu.
3. Select Round Ups.
4. Tap your Everyday Access account.
5. Select the account you want your Round-up amount transferred to (see below).
6. Select the amount you wish to round-up ($1, $5, $10)
7. Hit Start Saving

The Round Up feature is only available via the Defence Bank app.

To set up Round Ups, you are required to have an Everyday Account, Offset Account or a Pension Saver (‘eligible accounts’) with a Visa card attached, and be the primary owner of one of the following savings accounts, which are the ‘to accounts’:

• iSaver.
• Max eSaver.
• Salute.
• Home Loan Offset Account.
• Pension Saver.
• Everyday Access.
• Cadet Saver.
• Teen Saver.
• Kids Club.

You can stop or change your Round Up amounts any time via the app in ‘Manage accounts’ under ‘Round ups’ any time.

Virtual branch is an appointment scheduling tool which enables a virtual face to face meeting, where we can hold specialised conversations or share screen to help you navigate our products and service options i.e. website products pages, tools and advise section, mobile app how to videos, website calculators etc.

To make an appointment,

• Select the Make an appointment button where available.
• then complete the form and click “Book”.

Your booking will be confirmed on screen and you will receive an email confirming the date and time and the name of the assigned consultant, along with a join now button.

Yes, we have all the pays – Apple, Google, Samsung, and Garmin pays.

Absolutely, your Visa Debit and credit cards can be used with Apple, Garmin, Google and Samsung Pays. You can set your cards up through the Defence Bank app, or directly through your device’s digital wallet.

Click here for set up instructions.

Currently only an individual account holder (an account in the name of one person only) can make changes to term deposit renewal instructions via online banking.

Joint account holders cannot change the account to redeem in online banking, however, they can view the renewal information.

A signatory to the account can view the account in online banking, but cannot see the renewal instructions nor make changes in online banking.

Power of Attorney (POA) holders can view the renewal information, but, cannot make any changes in online banking.

When you sign into online banking with your individual membership number, you are a signatory to your business account and so cannot make changes to your business term deposit renewal instructions in online banking.

This is the same for Retirement Savings Account (RSA) account holders, you will not be able to see the renewal instructions nor make changes in online banking for an RSA term deposit.

When you sign into online banking with your individual membership number, you are a signatory to your child's accounts and so cannot make changes to your childs term deposit renewal instructions in online banking.

Prior to the maturity date, if you are the sole account owner, you can elect to redeem to a Defence Bank savings account in your name at maturity.

Prior to the maturity date, if you are the sole account owner, you can elect to renew your term deposit for the same term at the rate available on the day of maturity.

Note: at the maturity date or the ‘grace period’, you are unable to change your instructions to redeem via online banking for this maturity. Any instructions loaded in online banking during the grace period will be processed at the next maturity.

If you are the sole owner of the account (not a signatory or joint account holder) and would like to redeem all of your term deposit to a Defence Bank savings account, you can do so via online banking:

• Select renewal details, (found by selecting the three dots beside the relevant term deposit).
• Select 'No' when asked if you want to renew.
• Select your nominated deposit account to receive the funds by selecting the drop-down box beside the visible savings accounts.
• Select save changes.

Your new instructions will now show as having been updated.

These instructions can be revoked or amended at any time prior to the maturity of the term deposit.

Currently the term deposit self-serve option is only available in online banking.

We hope to have it deployed to the Defence Bank App at a future date.

You will need to provide your signed instructions in writing to Defence Bank.

HINT: If you wish to avoid the paperwork, go to online banking, and set your renewal to pay straight to your Defence Bank everyday account or savings account and transfer external online on the day or shortly after.

No - To add funds to a Defence Bank term deposit, funds need to be in a Defence Bank account on the day of maturity/commencement.

Requests to add funds can be submitted via a DocuSign form, secure mail, email or over the phone if the from account is a 'may sign alone account'. Your request will then be actioned on the day of maturity (or the next business day).

Hint: If you wish to avoid the paperwork you can elect to redeem your term deposit at maturity to your Defence Bank Savings account then at maturity you can open a new term deposit with the additional funds.

No - To change the term of your term deposit, a request can be submitted via a DocuSign form, secure mail, email or over the phone if the term deposit is a 'may sign alone account'. Your request will then be actioned on the day of maturity (or the next business day).

If the account is a two to sign account, the request will need to be completed in writing signed by the required number of signatories.

Hint: If you wish to avoid the paperwork, go to online banking, and set your renewal to pay straight to your Defence Bank everyday account or savings account and and then set up a new term deposit for the new term on the day or shortly after.

If you do not have a Defence Bank Savings account, you will not be able to redeem your term deposit online.

The savings accounts available for selection must meet the following criteria:

• be active.
• be a Defence Bank account.
• be owned by the term deposit holder (joint accounts are acceptable).

No - All instructions need to be received prior to maturity, if it is already the day of maturity you will need to submit your request in writing for our team to process on your behalf.

No, all online instructions need to be received prior to maturity, If the maturity date has passed you will need to submit your request in writing for our team to process on your behalf.

When interest is set to capitalilse, the balance shown on the renewal instruction page is a combination of the current term deposit balance and the expected interest at the time of maturity. 

If changes are made to the term deposit during the term, this will change the renewal balance.