Support guide for branch and phone line closures

Helpful tips and FAQs to support you when we're closed

Festive opening hours: Our phone lines and branch at 400 King William Street will be operating with reduced hours over the festive season and will close at 5pm each day from Monday 23 December 2024 until Wednesday 1 January 2025. We will also be closed on Saturday 28 December, Sunday 29 December and all public holidays.

We know it's important that you can still find the support you need when our branch and phone lines are closed, so we've put together a guide to help with some common questions.

Security

You can still get help for emergencies like reporting scams or fraud through our Fraud Bureau Service (FBS), available 24 hours a day, 7 days a week on 1300 705 750. Operated by trained fraud specialists, the Fraud Bureau Service provides our members with around-the-clock protection against fraudulent transactions, 365 days a year.

Visit our Security page to report lost or stolen cards and learn how to protect yourself online with the latest online fraud, scams and general banking security news.

Card issues

If you're having trouble using your card, please find some common problems below or visit our FAQs for more support.

My card is blocked or is not working - what do I do?

If you suspect your card has been blocked, please call the Fraud Bureau Service on 1300 705 750 and select Option 4.
Check the Card Management option in our Mobile Banking App or Internet Banking for card controls - some options for your card may be disabled.

How do I change my PIN?

You can update your PIN through logging on to Internet Banking or your Mobile Banking App.

To update your PIN via the Mobile Banking App, go to the left side menu, select Card Management, select the card you want, select CHANGE PIN and enter your New card PIN.

To update in your Internet Banking, select the Cards tab from the top of the screen, then Card Management from the drop down menu. Enter your Two-Factor Authentication (2FA) if/when prompted. Click on the drop down arrow and select the card number you wish to change the PIN on and select the radio button Change my card’s PIN Confirm. Your PIN will be updated immediately.

Visa payWave card limits

Visa payWave is only available for purchases under $1,000, or 20 or less taps throughout a single day. Once these limits are reached, you will need to insert your card and enter your PIN.

For purchases between $1,000 and $2,000: insert your card, enter your PIN and select Savings.
For large purchases over $2,000: insert your card, enter your PIN and select Credit.

Limit increase requests

If you think you'll need to make a large purchase that exceeds your payment limit over the festive period, please get in touch with us as soon as possible so we can arrange a limit increase.

If you plan to increase your limit during these closure periods:	Contact us before:
23 December to 27 December	4.30pm (ACST) Friday 20 December
30 December to 2 January	4.30pm (ACST) Friday 27 December

Report fraud

Learn more

Spotted something unusual? If you think you've been the victim of fraud, we can help.

Frequently Asked Questions