Hints & Tips for CUA’s new banking system and Online Banking Service

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Hints and Tips

We’ve put together some hints and tips to help you navigate our new banking system and Online Banking service based on your feedback so far.  

Look to this page for regular updates on ways to help you with our new systems. 

Logging in to Online Banking

Update 7 February 2014

With the latest refresh of CUA Online Banking, some of our customers using older browser versions may experience problems when they change their background.

To have the best CUA Online Banking experience, we recommend you use the latest browser version where possible and install the CUA Online Banking for Mobile app. 

Please read the Logging in to Online Banking tab below, for more information.

Logging in to Online Banking


Difficulties Logging In

For mobile or tablet devices

To access CUA Online Banking from mobile or tablet devices, please use the CUA Online Banking for Mobile app.

The app is available to download from the App Store for Apple users and Google Play if you’re on Android.

By installing the CUA Online Banking for Mobile app, you’ll be able to access online banking safely and securely.

If you need the full functionality of CUA Online Banking, for example; you want to add a new payee or biller, and access online banking via cua.com.au, we recommend you update your browser to a supported version so you can have the best possible CUA Online Banking experience.

Android users should install the latest Chrome app from Google Play and Apple users should use the latest version of iOS.

For PCs

We recommend you use the latest browser version when logging on to CUA Online Banking from your PC.

Below is the list of browsers we currently support for online and mobile banking:

Browsers for CUA Online Banking

Name

Version

Internet Explorer

7 to 10

Chrome

25 & upwards

Safari

5 & upwards

Firefox

13 & upwards

 

Browsers for CUA Online Banking for Mobile

Name

Version

Chrome on Apple

Chrome 23 & upwards on iOS 5 & 6

Safari

iOS 4 & upwards

FireFox on Android

20 & upwards

Android

OS 2.2 & upwards

 

OS 2.3 & upwards

 

OS 4.0

 

OS 4.1

If you have any questions or need further help, please contact CUA Direct on 133 282 or get in touch with us via Facebook or Twitter.

Logging in to Online Banking for the first time

If you are having trouble logging in to our new Online Banking we have an easy one time only solution to get you back to banking online again.

Follow the steps below:

  1. You’ll need to Log In using a desktop or laptop
  2. Ensure you have a up-to-date internet browser such as Google Chrome, Firefox, Internet Explorer 8 or higher  
  3. Simply Log In to Online Banking and ‘Acceptour new Terms & Conditions
  4. Now, to end your session use the Logout button in Online Banking on the top right hand corner of the screen

The problem should now be fixed and you should be able to use Online Banking as normal.

If you don’t have access to a desktop/laptop with an up-to-date browser, you can visit us at your nearest CUA branch and use one of our devices. Remember, this is a one-time only solution to get you back to banking online.

Log Out to ensure your security

To maintain the and security of your banking details, please always ensure that you log out when you finish your Online Banking. You’ll find the log out button in Online Banking on the top right hand corner of the screen or the log out button in Online Banking for Mobile.

No matter which online banking service you use, it’s always been important to log out.

Logging in to more than one online banking session at a time

We’ve listened to your feedback about logging in and have made changes on 15 October 2013 so you’ll no longer see the message:

‘For security reasons you may only be logged on one device at a time. If you are unable to log out of your existing online or mobile session please wait for 10 minutes, and you will be able to log on again. Please make sure you log out each time using the button provided.’

From now on, if a previous session was not closed properly, you don’t need to wait 10 minutes before trying to Log On again. Online Banking will allow you to Log On again and your previous session will automatically be closed.

However to ensure the and security of your banking details, please always remember to Log Out at the end of your session by hitting the Log Out button or by closing your browser tab.

Remember, you can only have one active session open at any one time across Online Banking and Online Banking for Mobile.

Logging in to Online Banking with Internet Explorer 10

If you are having difficulties logging in to our new Online Banking with an IE 10 browser, please follow the options below to turn off Compatibility View.

Option 1

  1. Click on the broken page symbol on the top right hand side of your address bar.

    Compatibility View icon
  2. When it has been clicked, the icon will change to white and Compatibility View is now disabled.
    Compatibility toggle
  3. Your page will then refresh and you should be able to log in to Online Banking.

Option 2

  1. Click on the Tools drop down menu on the top right hand corner of your browser and click on “Compatibility View Settings” (If you cannot see the Tools menu, press the ALT button on your keyboard to make this menu visible).

    Tools
  2. From the "Compatibility View Settings" menu, remove any URLs that contain cua.com.au from the list by selecting the URL and clicking the Remove button.
  3. Un-tick the “Display all websites in Compatibility View” option and click the Close button.
    IE 10 Tools menu
  4. Your page will then refresh and you should be able to log in to Online Banking.

We’re here to help

If you have questions about this please visit your local branch or call CUA Direct on 133 282 between 8:00am - 8:00pm (AEST) Monday to Friday, or 8:00am - 4:00pm (AEST) Saturday to Sunday, including public holidays (with the exception of Christmas day).

We appreciate your patience as we work behind the scenes to make things better.

Getting around Online Banking


Difficulties Logging In

For mobile or tablet devices

To access CUA Online Banking from mobile or tablet devices, please install the CUA Online Banking for Mobile app.

The app is available to download from the App Store for Apple users and Google Play if you’re on Android.

By installing the CUA Online Banking for Mobile app, you’ll be able to access online banking safely and securely.

If you need the full functionality of CUA Online Banking, for example; you want to add a new payee or biller, you could update your browser to a supported version if having problems accessing online banking via cua.com.au.

If you are using a supported browser version and still unable to access, we’re working to fix the problem and apologise for any inconvenience.

We recommend Android users install the latest Chrome app from Google Play and Apple users should use the latest version of iOS.

For PCs

If you’re unable to log on to CUA Online Banking from your PC, please try updating your browser to the latest version.

Below is the list of browsers we currently support for online and mobile banking: 

Browsers for CUA Online Banking

Name

Version

Internet Explorer

7 to 10

Chrome

25 & upwards

Safari

5 & upwards

Firefox

13 & upwards

 

Browsers for CUA Online Banking for Mobile

Name

Version

Chrome on Apple

Chrome 23 & upwards on iOS 5 & 6

Safari

iOS 4 & upwards

FireFox on Android

20 & upwards

Android

OS 2.2 & upwards

 

OS 2.3 & upwards

 

OS 4.0

 

OS 4.1

 

If you have any questions or need further help, please contact CUA Direct on 133 282 or get in touch with us via Facebook or Twitter.

 

Finding your way around the new Online Banking

The simplest way to move about in Online Banking is to use the new navigation menu down the left hand side. Plus, the Welcome Page gives you a snapshot of all your accounts, secure messages and a calendar showing upcoming bills and payment.

You may like to view our short Online Banking video series for more information. Online Banking is different to Web Banker – it’s a more flexible system with even more security features. This additional flexibility better addresses the diverse needs of our many different types of customers and gives CUA the ability to offer customers new products and services in the future.

We’re taking all feedback into account so we can make any essential improvements to Online Banking.

Checking your Loan Details and Periodical Payments in Online Banking

We know some customers are currently experiencing some confusion in the way their payments are operating or being displayed. We are working, as a matter of priority, on helping to make this easier to understand. If you have an urgent enquiry about a payment please contact us on 133 282.

To check your loan Minimum Repayment amount and frequency:

  1. On the Welcome page you’ll see the Accounts Overview - a summary of all your accounts including your loan account
  2. Click on the 'See More' button underneath the Accounts Overview

    See more
  3. Go to your loan account and click on Actions - a drop down menu appears

    See more
  4. From the drop down menu select 'View Details'

    See more
  5. You will now see your loan details including the Next Repayment Due date and the Minimum Repayment Amount.

    loan details

To check for any regular Additional Payments (Periodical Payments above your minimum repayment amount) you make:

  1. Look down the main left hand side navigation listing on your screen  - you’ll see a list of options
  2. Click on ‘Payments Scheduled’
  3. Select your ‘From Account’
  4. Select ‘Search’
  5. You will now see a list of Periodical Payments scheduled and the details including the due date and amount.


You can choose how much and how often you pay with a Periodical Payment however, if you are paying your loan with this method only, you must ensure that your loan repayments are paid when due.

If you are having difficulty or would like to discuss your circumstances please drop into your local branch or call us on 133 282.

How to search transactions

Can’t see the transaction list on your account?

This may happen if you have a smaller computer screen. Use the scroll bar to move down the screen – your transaction list should now be visible.

Want to search for a transaction or get a transaction list for a specific period?

You can do this two ways – it’s up to you.

Option 1 - Using the Date Range option is handy for general searching such as last week or last month.  You can do this in four easy steps.

  1. Click on the downward arrow
  2. Select the time period you wish to search (e.g. Last Week, Last Month)
  3. Click on Search
  4. You should now see the transactions for the date range you selected

Option 2 - Using the From and To Date option is useful for searching specific transaction dates.  Here’s how.

  1. Go to the From Date box and click on the Calendar icon
  2. Select the date from which you would like your search to begin – that date will now appear in the From Date box (Tip: if you need to go back to a prior  month click the backward arrow to scroll back in time)
  3. Go to the To Date box and click on the Calendar icon
  4. Select the date on which you would like your search to end – that date will now appear in the To Date box (Tip: if you need to go back to a prior month click the backward arrow to scroll back in time)
  5. Click on Search
  6. You should now see the transactions for the specific period you selected.

 

How to use the Security Code

Our new Security Code feature provides an extra level of protection while banking online. You’ll need a Security Code each time you set up a new payee or biller. We suggest you save the details of your new payee or biller otherwise you will need a Security Code next time you pay them. You’ll also need a Security Code when you update your personal details.

If you’re a first time user of security codes, some handy hints below. There’s also a short ‘How to…’ video you can watch and Frequently Asked Questions.

Each time you set up a new payee or biller

Once you’ve entered all the payment details and click ‘Confirm’ on the Payment Screen, we’ll automatically send you the Security Code. It may take a few minutes for you to receive the Security Code from us, depending on your phone and/or internet provider and your SMS and/or email set-up. So, don’t worry if there’s a short delay.

Receiving a code via SMS

A few quick troubleshooting tips: 

  • Some smaller phone carrier services do take some minutes before on-forwarding  SMS
  • Changed your mobile number recently? Have you provided us with your most recent mobile number by phoning CUA Direct 133 282 or visiting your local branch?

Receiving a code via email

A few quick troubleshooting tips: 

  • Look in your email Spam or Junk Mail folder in case our email has gone there. If so, you may just need to move our email from your Junk Mail to your Inbox or your email will most likely prompt you what to do
  • Changed your email address recently? Have you provided us with your most recent email address by phoning CUA Direct 133 282 or visiting your local branch?

We’re here to help

If you have questions about this please visit your local branch or call CUA Direct on 133 282 between 8:00am - 8:00pm (AEST) Monday to Friday, or 8:00am - 4:00pm (AEST) Saturday to Sunday, including public holidays (with the exception of Christmas day).

We appreciate your patience as we work behind the scenes to make things better.

Updates to Loans

Loan Redraw - 18 October 2013 - we’re back to the way things were and you can see it in your Online Banking

On 7 October 2013, we changed the way our loan redraw facility calculates your available redraw amount for qualifying home and commercial loans. We sincerely apologise for any confusion this change caused. We’ve listened to your feedback and changed things back to the way they were.

This means you are able to:

  • Redraw all funds that you’ve paid in advance, less any uncleared and held funds as long as it’s more than the $200 minimum redraw threshold. As has always been the case, any uncleared funds (e.g. cheques or direct debits) won’t be available to redraw until cleared.
  • View your Online Banking account and see the full amount you owe on your mortgage and the full amount that you have paid in advance – just like you used to able to.
We’re keeping the $200 minimum redraw feature as customers have told us this lower limit works better for them. 

It is going to take us a little bit of time to make the change. In the meantime if you have any questions about your redraw funds please call us on 133 282 or visit your nearest branch.


Is Redraw for you?

Loan redraw is only one of the options available on our mortgages.

We also offer other ways for you to access extra cash when you need it such as using a Mortgage Offset* account which allows you to use your savings to offset against your mortgage to maximise your savings while having easy and complete access to your funds at any time.   

Check out our online calculator to see how much you can save with a Mortgage Offset.

*Mortgage Offset is not available for every product and excludes our fixed home loan products that benefit from a competitive low interest rate.


Personal Loans

From 7 October 2013, we’ve removed the redraw function from a small number of personal loans.


We’re here to help

If you have questions about this please visit your local branch or call CUA Direct on 133 282 between 8:00am - 8:00pm (AEST) Monday to Friday, or 8:00am - 4:00pm (AEST) Saturday to Sunday, including public holidays (with the exception of Christmas day).

We appreciate your patience as we work behind the scenes to make things better.

Changing your Background Image


Making CUA Online Banking better

We’ve improved CUA Online Banking as part of our work to continue making your online banking experience better.

The default background for CUA Online Banking is now teal. You can keep this background or change it to one of the four most popular images from our Facebook competition.

Simply select your favourite background from ‘Preferences’ under the ‘Services’ menu, or see our How to Guide for step-by-step instructions.

Your selected background will appear once you’ve securely logged on to CUA Online Banking. Please make sure you always go to cua.com.au to log on. Never log on from an email, social media message or url link.

As well as the background change, we’ve made other improvements and added the following features:

  • When creating a BPAY for an existing biller, you can now edit the Customer Reference Number (CRN) so you don’t need to re-enter.
  • You can make advanced searches for transactions from the ‘Search Transactions’ screen (via the ‘Transactions’ menu option).
  • A ‘Print’ button has been added to the ‘Search Transactions’ screen.
  • All your accounts are now displayed in the ‘Account Overview’ section and signatory accounts are at the bottom marked with an ‘S’.
  • The ‘Security Code’ screen instructions are now clearer.
  • You can attach PNG and JPEG files as well as PDF, Word and Excel files to secure messages.

We hope these improvements enhance your CUA Online Banking experience and encourage you to keep sending us your feedback.