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Mobile App FAQs

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Frequently Asked Questions

Getting Started

Cards

SMS Verification Codes

Making Transaction

Fingerprint Login

PayID

Push Notifications

 


Getting Started

How do I update/download the Endeavour Mutual Bank mobile app?

Simply head to the App Store or the Google Play Store, to update to the latest version or download it today if you’re a first time user.

Do you need to register to Internet Banking?

Yes. You will need to be registered for Internet Banking before being able to use the mobile app. You will need to know your member number, internet banking password and mobile to register for the mobile app. If you have not registered for Internet Banking, please register here.

How do I register the mobile app?

Once you’ve downloaded the mobile banking app, you’ll be prompted to enter your member number and existing internet banking access code as well as the SMS verification code sent to your mobile phone number registered on your Internet Banking file. Please note that only Australian mobile numbers will be able to receive the SMS verification code. You will then be prompted to setup your 4 to 6 digit passcode before the app will be ready to use.

Is there a fee for using the app?

No, the app is free to use and download, however, your standard mobile phone service and data charges will apply.

What devices are compatible with the mobile app?

Our mobile app is supported for use on Android (KitKat version 4.4 or above) and Apple (iOS 9.0 or above).

It is important to keep your mobile app up to date to ensure you’re able to access the full range of features, as well as any upcoming enhancements coming down the track.

How many devices can I register the app on?

You can register the mobile app on up to five devices. Please be mindful that if you attempt to register on a sixth device, the last used app on a device will go into a deregistered state, enabling registration on the new device.


Cards

How do I change my card PIN?

You can change your card's PIN anytime using the mobile app. You can even change your card PIN via the mobile app if you can't recall your existing PIN!

  1. Log in to the Mobile App.
  2. Select 'Cards' menu at the bottom of the screen.
  3. Select 'Change PIN'
  4. Enter your existing (old) PIN or tick 'I don't know my PIN' checkbox.
  5. Enter a 4-digit PIN number and confirm.
  6. Select 'Update'. The change of PIN is effective immediately.

How do I block and unblock a card?

If you've misplaced your card but don't want it cancelled you can now block it through the app. 

Instructions on how to block your card are below:

  1. On the bottom navigation panel of the app, tap "Cards"
  2. On the next screen swipe through to the card you want to block or unblock
  3. Tap on "Block card" from the list of options
  4. On the next screen, slide the "Temporary Card Block" toggle to the right and tap the "Update" button

If you do find your misplaced card, you can unblock the card through the mobile app using the same steps above.

How to report a card lost or stolen?

You can report a lost or stolen card through the app using the following steps: 

  1. On the bottom navigation panel of the app, tap "Cards"
  2. On the next screen swipe through to the card you want to report lost or stolen
  3. Tap on "Report lost or stolen card" from the list of options
  4. On the next screen tap lost or stolen
  5. A confirmation dialogue box will be displayed. Tap on "OK" to proceed with reporting the card as lost or stolen

If I have a new card, can I activate it through the app?

No, currently you can only activate your new card through Internet Banking or by contacting us on 1300 13 14 20 during business hours.  

Can I access my End of Month and Credit Card statements through the app?

No, this is only available via Internet Banking. 


SMS Verification Codes

What mobile number is the SMS Verification Code sent to?

The SMS verification code will be sent to your primary mobile number that we have on file. The mobile phone number needs to be an Australian mobile phone number; overseas mobile phone numbers are not accepted. You can check your mobile number in your Internet Banking, by selecting My Preferences / Update Contact Details. The SMS code will not be sent to the mobile number used when registering for the app, unless this is the same number.

What happens if I don;t have a mobile number registered?

Members will need to register an Australian mobile phone number to receive the SMS verification code. Without this they will not be able to register for the mobile banking app or make payments to new Payees.

How do I register my mobile number?

To register your mobile number, please call our Contact Centre on 1300 13 14 20 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am). After registering your mobile number, please allow 24 hours before trying to complete the SMS verification. 

What happens if I need to change my mobile number?

Please call our Contact Centre on 1300 13 14 20 (Mon - Fri: 8am - 7pm, Saturday: 8.30am - 11.30am) if you need to have your mobile number changed. When the mobile number is updated, please allow 24 hours before trying to complete the SMS verification.; 

How much time do I have to enter the SMS Verification code?

The SMS verification code is valid for 10 min. 

How many code validation failed attempts are accepted

The maximum number of validation attempts of an SMS Verification code is three. You will need to wait until the end of the calendar day to request a new SMS verification code. 

How many times can I request SMS verification codes without validating?

The maximum number of SMS verification codes that will be issued to a member, within a calendar day, without successfully validating a code, is six. 

Is there a limit for the number of SMS verification codes used per day?

The maximum number of SMS verification codes that will be issued to a member within a calendar day is 25. 


Making Transactions

How do I setup a recurring payment?

  1. Login to your Endeavour Mutual Bank mobile app
  2. Navigate to the account you would like to setup the recurring payment from
  3. Enter the payment details (amount and recipient) and select the Pay Later button
  4. Tap Recurring payments
  5. Choose your payment frequency
  6. Set the start date
  7. Choose one of the following termination options: Pay indefinitely, Set End Date or Enter a number of payments to be made
  8. Confirm the details of the recurring payments are correct
  9. Click OK to set the payment up

How do I setup a scheduled payment?

  1. Login to your Endeavour Mutual Bank mobile app
  2. Navigate to the account you would like to setup the scheduled payment from
  3. Enter the payment details (amount and recipient) and select the Pay Later button
  4. Tap One future payment
  5. Choose the date of the scheduled payment on the calendar and click ok
  6. Confirm the details of the scheduled payment is correct
  7. Click Ok to set the payment up

How do I change a scheduled/recurring payment?

You can change your scheduled or recurring payments at any time from the Transactions page by clicking on the arrow next to the text ‘See scheduled payments’.

You will see a listing of all the scheduled and recurring payments you have set up, and by clicking on the pencil icon next to a payment, you can edit any of the payment details.

How do I delete a scheduled/recurring payment?

You can change your scheduled or recurring payments at any time from the Transactions page by clicking on the arrow next to the text ‘See scheduled payments’.

You will see a listing of all your scheduled and recurring payments and by clicking on the ‘x’ icon next to a payment, you can delete that particular payment or series of payments.

Can I make transfers to other accounts using the mobile app?

Yes. You can access all payments functions by choosing the ‘Payments’ option from the ‘Accounts’ screen. To make payments to other accounts within Australia:

  1. Select the ‘Pay Anyone’ option.
  2. Choose the ‘Select or Create Biller’ option to select an existing biller or create a new one.
  3. Enter the amount you wish to pay and an optional description, and then select ‘Make Payment’. The payment will then be verified with a ‘Payment Complete’ pop up.

You can make a payment to a new account by:

  1. Selecting the ‘Add Payee’ option from the ‘Pay Anyone’ screen. Currently, only transfers to domestic (Australian) accounts are supported.

To make transfers between your own accounts with Endeavour Mutual Bank,

  1. Select the ‘Transfer’ option.
  2. Choose the ‘Transfer from account’ and the ‘Transfer to account’.
  3. Enter the amount you wish to transfer and an optional description, and then select ‘Make Transfer’.
  4. The transfer will then be verified with a ‘Transfer Complete’ pop up.

Fingerprint Login

If I enable fingerprint login can I still login with my Passcode?

Once you enable fingerprint login it will be the default login method. However, you can dismiss this and use your passcode.

How to register my fingerprint login?

Below is the process to register your fingerprint through the app:

First-time users

  1. When you download and register the mobile app for the first time you will be prompted to register your device and set up fingerprint login
  2. To enable this feature tab "Yes" on the Access at your fingertips screen

 Existing mobile app users

  1. Login to your Endeavour Mutual Bank mobile app
  2. Under the Menu tab select "Fingerprint settings"
  3. Follow the prompts to activate fingerprint login.
  4. Your fingerprint will be stored to your device to login the next time you login

Important note: Once a fingerprint is activated any fingerprint stored to the phone can be used to login to the mobile app.

Why isn’t fingerprint login working for me?

It may mean that your device, isn’t compatible with the fingerprint login feature, which is only available on smartphones that support Fingerprint Authentication/Touch ID (such as Android devices running Lollipop version 5.0 or above and Apple devices running iOS 6.0 or above).

 

How can I disable fingerprint login?

Below is the process to disable logging in with your fingerprint through the app:

  1. Menu > Fingerprint Login
  2. Ensure the toggle "Enable Fingerprint Login" is disabled

PayID

What is a PayID?

A PayID is something easy to remember, like a phone number, email address or an ABN that you can securely link to your banking accounts. Then when you want somebody to transfer funds into your account, you can give them your PayID instead of your BSB and account number.

How do I register a PayID?

Currently, you can only register your PayID through Internet Banking. This functionality will be available in the mobile app later in the year.  

How does a PayID work?

Once you have registered a PayID, Endeavour Mutual Bank will then link that to your bank account so it acts like a ‘pointer’ to your account. Then when someone wants to pay you, just give them your PayID. If that person banks with an institution that doesn’t offer PayID yet, they can still pay you using your BSB and account number.

How do I maintain my PayID?

Currently, you can only edit PayID details through internet banking with your financial institution. This functionality will be available in the mobile app later in the year.

 How do I edit my PayID that is assigned to an account with my other bank? 

You will need to get in touch with your other bank to have the PayID association removed, as only they can authorise such a change. 

 How do I edit my PayID that is assigned to my partner?

You will need to get your partner to initiate the change with Endeavour Mutual Bank in order for it to become available for you to assign

How many accounts can I link my PayID to? 

A PayID can only be linked to one account at any given time.

Can I have multiple PayIDs linked to the same account number? 

Yes, multiple PayID types can be linked to the same account. For example, you could link an email PayID and a phone number PayID to the same account. 

Can I have multiple PayIDs with different financial institutions? 

Yes. You can link different PayIDs to different accounts at different financial institutions. You will need to check with those financial institutions which PayID types they support. Note: your contact details can only be linked to a single financial institution.

Are PayID payments secure? 

PayID payments use the same very high level of security that protects your existing bank accounts payments. 

Is it safe to share my PayID with anyone? 

When you give a person your PayID, they cannot use it to withdraw money from your account. When they use it in their own participating online or mobile banking to pay you, the only information they will see is the name you have selected to describe that PayID, such as your own name or the name of your business. A PayID on its own cannot be used to create a false identity. 

If someone knows my PayID, can they access my bank account or personal details? 

When a person uses your PayID to pay you, the only information they will see is the name you have selected to describe that PayID, such as your own name or the name of your business. A person with your PayID cannot access your bank account or personal information linked to your account.

Can a person link my PayID to their account? 

A PayID can be linked to one account only. Moving a PayID from one account to another requires a number of identification and verification steps to prove that you are the rightful owner of that PayID, as well as the account you wish to move the PayID to. So unless a person has these details, it will be hard for them to link your PayID to their account. If you believe that a PayID has been registered fraudulently you should contact us straight away. 

Will BSBs and account numbers disappear? 

PayID has not been developed to replace BSBs and account numbers. They have been developed to make sending and receiving payments simpler.

 


Push Notifications

What is a Push Notification?

A push notification is a message sent to a mobile device. Push notifications are presented in the same way as mobile alerts. They allow users to receive information regarding to the app that they have installed (in this case, their mobile banking app).

How do I know if I can receive Notifications?

The iOS and Android operating systems support push notifications. You have to turn on the functionality in the phone and banking app settings to be able to receive them.  

Is there any cost for customers to receive Notifications?

No, notifications are free.

How to turn on/off notifications on my phone?

The process is slightly different depending on your mobile device and its operating system. However, generally, you will be able to turn it on or off from within your phone’s “settings”, then “notifications”.

 How to check if I can receive Push Notifications from my mobile banking app? 

You will need to download and install the latest version of the mobile banking app. Upon successful login, you will be able to check/setup your notification preference under the “notifications” option located in the burger menu. 

Do I need to be in my banking app to receive Push Notifications?

No, you will receive push notifications as long as you,

1. have installed the latest version of the banking app,

2. have successfully logged in to the app before,

3. have turned on your notification preference both in your phone settings and from within the app,

4. have mobile reception.

How to find out what version of the bank app I am currently on? 

You can locate the version number at the bottom if the Burger Menu display in the top left corner of the app.

What types of Push Notifications I will be receiving from my mobile banking app? 

In this release, you will be receiving service messages only. E.g. notification about a scheduled app maintenance. This will be expanded in the future.

Is it safe to receive Push Notifications? Would I receive any scams or fake messages? 

It is safe to receive notifications from your banking app because they are sent directly from your financial institution. However, you can always contact your financial institution if you are in doubt of any messages and wish to speak to someone.

Can I turn my notifications off after I turned on? 

You can turn off Push Notifications at any time. You can do this either via in-app notification settings or from your phone settings.

IWhy am I receiving a notification even though I have turned them off in the app settings? 

Your Bank may contact you with some important messages that will override your app preferences. This will be on an exceptional basis.

Why I am not getting notifications when I am in the mobile app? 

Notification displays when app is at the background (i.e. when you are not in the app).