iM CUA – FAQs

FAQ's

iM CUA is a convenient instant messaging app that allows you to securely chat with a CUA Personal Banker of your choice. You can message a real person (not a ‘bot’) from anywhere, when it suits you.

Your CUA Member Number can be found in ‘Settings/Personal details’ within CUA Online or Mobile Banking. It is a 2-9 digit number.

Your WAC (Web Access Code) is the alphanumeric passcode you use to access CUA Online or Mobile Banking.

Still not sure? Contact the iM CUA team on 1800 931 411.

Your iM CUA Personal Banker can help with a range of general banking and insurance enquiries, from updating your information, checking transactions and stopping or ordering cards, to helping with lending enquiries and new product applications.

Yes. All your information is protected, and your data is secure. Your messages are encrypted in transit and we use industry standard security protocols. We have invested in ensuring this is safe for our members and CUA.

No. iM CUA is free to download and a complimentary service.
Yes, this app is separate from the existing CUA Mobile Banking app.
Download the iM CUA app through the App Store or Google Play. Accept the Terms and Conditions then you can login using your CUA Member Number and WAC (Web Access Code). Select your iM CUA Personal Banker – you’re then ready to start chatting.

Yes, biometric log in is available with the iM CUA app.

New to iM CUA:
The first time you log into the iM CUA app, you’ll need to enter your member number, WAC and select ‘enable biometrics’. Providing your device supports biometrics, you’ll be able to log in using Face ID/Touch ID for Apple and Finger Scan for Android.

Current iM CUA user:
If you already have the iM CUA app and a phone with biometrics capability, you can check if biometrics is enabled by going into the settings menu on the app.

Right now, iM CUA can only be accessed by members using their CUA Member Number and WAC (Web Access Code). You can contact our team about becoming a CUA member by calling us on 1800 931 411.
If you’re having any issues logging in to the app, or if you’ve forgotten your CUA Member Number or WAC, please contact the iM CUA team on 1800 931 411 to help.
When you login to iM CUA for the first time you’ll have the opportunity to read each of our CUA Personal Banker’s bios (called advisors in the app). You can then select the one who feels like a good match for you.
To change your CUA Personal Banker, just click on the menu and select ‘Choose new iM CUA Advisor’. You’ll be directed to the ‘New Advisor’ page where you can click the ‘Choose’ button to read the bios for each of our CUA Personal Bankers. Simply select another one.
iM CUA offers another convenient channel to interact with CUA. It’s aimed to complement, not replace CUA Online or Mobile Banking, branches, or our member contact centre. iM CUA is ideal for times when you can’t get into a branch or don’t have time to call us.
Your CUA banking information will not populate into the iM CUA app. Your CUA Personal Banker can access your accounts through our secure systems, just as our branch and contact centre specialists do.
Your personal information will not be shared outside CUA. However, statistics on user activity within the app may be shared with the app developer, Kony Inc. Kony will not have access to your personal information. It will be anonymised information such as the number of chats within the app, times users have logged in, mobile device types used, location of users and other chat usage data that will help it continue to improve the app.
Your CUA Personal Banker is a real CUA team member. They’ve been selected based on their broad knowledge and commitment to providing the best member experience possible.
Please let your CUA Personal Banker know of any issues or feedback within the app. If you have technical issues, please contact the iM CUA team on 1800 931 411. Most issues can be resolved by exiting the app and reopening it.
iM CUA is currently available from Monday to Friday, 8am to 8pm (AEDT) and Saturday 8am to 4pm (AEDT). The hours each of our CUA Personal Bankers are available are listed on their bio within the app. However, just because your CUA Personal Banker isn’t online, doesn’t mean you can’t message them. Simply send them a message and they’ll get back to you as soon as they can. If you need help quickly, you can always select another CUA Personal Banker, then switch back later.

Accessing iM CUA

The iM CUA app can be downloaded from the App Store or Google Play.

The app is available on Apple iPhones 6 and above supporting iOS 8 or later.

The app is also available on Android devices supporting OS 6.1 or later.

As new devices and operating systems are updated, we’ll update the device and operating system support. The most recent device compatibility advice can be found in the app stores.

At this point in time, Windows mobile phones do not have access to the app.

iPads and Android tablets

You may be able to download the app for your tablet, however the app has not been optimised yet for these devices.

If you've forgotten your WAC, simply go to the login page for CUA Online Banking, click on the ‘Reset your WAC’ button and follow the steps.

If you enter an incorrect WAC multiple times, access will be locked. If this happens, you'll need to call the iM CUA team on 1800 931 411 to reset it.