Frequently Asked Questions

Getting started

>How do I update/download the new Teachers Mutual Bank mobile app?

>Do I need to register for mobile banking?

>What devices are compatible with our app?

>Is there a fee for using the app?

>How many devices can I register the app on?

>Does the same 4 to 6 digit passcode need to be used on every device I register?

>Can I access my other member numbers through the app?

>How do I log out of the app?

Security

>Is it more secure to use biometric login or a 4-6 digit passcode?

>What should I do if I have forgotten my passcode?

>Will someone be able to access my accounts if my phone is lost or stolen?

>What happens if I change my mobile number?

Making transactions

>What transactions are available through the app?

>Can I make transactions through the app, if the account requires 2-to-sign?

>How do I add a new Payee or BPAY Biller?

>How do I delete or edit a Payee or BPAY biller?

>How do I schedule future payments within the app?

Cards

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

>How do I change my card PIN?

>How do I block or unblock a card?

>How do I report a card lost or stolen?

>Can I access my Teachers Mutual Bank Credit Card visa statements through the app?

Biometric login

>How do I activate the biometric login feature?

>If I use face recognition or my fingerprint to login to my smartphone, do I have to use it to access the app?

>Is the face recognition or fingerprint saved to my phone the same biometric used to login to the app?

>Can more than one person sign into the app?

>Why isn’t biometric login working for me?

>How can I disable biometric login?

>What should I do if my face recognition or fingerprint login isn’t working?

Quick balance

>What is the quick balance feature in the app?

>How do I activate the quick balance feature?

Overseas notifications

>What is the overseas notifications feature?

>When should I let Teachers Mutual Bank know I’m going overseas?

>How do I let you know if my travel plans change?

>Can I access the app on my mobile device while overseas?

Jailbroken / Rooted devices

>Can I access the app if my device is jailbroken/rooted?

Contact

>Who can I speak to about issues I’m having with the app?

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Getting started

How do I update/download the new mobile app?

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

Do I need to register for mobile banking?

Yes. To register your mobile device for mobile banking, you’ll need your member number and existing internet banking access code. If you don’t currently have internet banking contact us today on 13 12 21 and we’ll help you set it up.

Once you’ve downloaded the new app and the register screen appears on your mobile device, you’ll be prompted to enter your member number, access code and mobile number. After entering this information, tap the "Register" button, which will then take you to the next step of setting up a 4 to 6 digit passcode.

What devices are compatible with the app?

Our mobile app is supported for use on Android (Android Kit Kat 4.4 or above) and Apple (iOS 6.0 or above) mobile devices. Keep in mind, it’s 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.

Is there a fee for using the app?

No the app is absolutely free to use! Of course, your standard mobile phone service and data charges will apply.

How many devices can I register the app on?

If you have multiple smartphones the good news is each member can register up to four mobile devices. Keep in mind if you register a fifth device, the first device you originally registered will be automatically de-registered. That way the maximum of four registered devices will be maintained.

Does the same 4 to 6 digit passcode need to be used on every device I register?

No it’s up to you what passcode you decide to use on each device registered with the app.

Can I access my other member numbers through the app?

Only one member number can be registered per device at a time. To access your other member number/s you will need to deregister the app from that device, and register again using the additional member number. Deregistering your device can be done by tapping on the "Deregister device" icon on the left hand side of the screen, under the Menu tab.

How do I log out of the app?

Once you’ve finished using the app you can log out by tapping on the "Logout" text, on the top navigational banner.

Security

Is it more secure to use biometric login or a 4-6 digit passcode?

Whether you choose to login with face recognition, your fingerprint or a passcode, all methods have the same level of security. Just keep in mind, with biometric login the face recognition or fingerprint saved to your device will be able to login to the app.

What should I do if I have forgotten my passcode?

With the app, you won’t have to reset your passcode. Instead after you’ve attempted to login to the mobile app 3 times, you will be de-registered automatically. You can then re-register yourself straight away by entering your member number, access code and mobile number.

Will someone be able to access my accounts if my phone is lost or stolen?

The short answer is no, not without having your login details. If your phone is lost or stolen please contact Teachers Mutual Bank on 13 12 21 as soon as possible, so we can deregister the app from your device.

What happens if I change my mobile number?

If you change your mobile phone number but are still using the same mobile device, then you can continue using the app. However as the app is tied to the device, if you change smartphones then you will need to install the app and register the mobile app on that device.

Making transactions

What transactions are available through the app?

With our new app you can transfer money between your accounts, pay bills via BPAY and pay someone using their BSB and account numbers.

Can I make transactions through the app, if the account requires 2-to-sign?

No, unfortunately 2-to-sign is not supported through the app.

How do I add a new Payee or BPAY Biller?

When you login to the app, on the main home screen you will see your accounts listed. Under where it displays account information such as your BSB and account number and available balance, you will be able to select "Pay someone" or "BPAY".

• To add a new Payee: Tap "Pay someone" and on the next screen select "Add payee".
• To add a new BPAY biller: Tap "BPAY" and on the next screen select "Add biller".

How do I delete or edit a Payee or BPAY biller?

This feature is unavailable through the app. To delete or edit a Payee or Biller you will need to login to Internet Banking.

How do I schedule future payments within the app?

Setting up a one off or reoccurring payment can be done by:

On the home screen select the payment option by tapping either “Transfer” “Pay someone” or “BPAY”.

On the following screen select payee or enter new payee details, enter the amount and description. Select “Pay later” button.

Then tap either “One future payment” or “Recurring payments” at the bottom of the screen.

If you select “Recurring payments” you can choose the frequency, start date and whether it will be paid indefinitely or will have an end date.

Cards

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

Unfortunately this feature is not available. Instead you can call 13 12 21 or login to Internet Banking to activate your new Visa Credit or Debit Card.

How do I change my card PIN?

The steps to change your card PIN are as follows:

Step 1: On the bottom navigational panel of the app, tap "Cards".

Step 2: On the next screen swipe through until you find the card you want to change the PIN of.

Step 3: Tap "Change PIN".

Step 4: Enter your existing (old) PIN or tick the 'I don't know my PIN' checkbox.

Step 5: Enter a new 4-digit PIN number and confirm.

Step 6: Tap "Update" and you will have successfully changed your card’s PIN.

How do I block or unblock a card?

If you’ve misplaced your card but don’t want it cancelled you can now block it through the app. Here’s what you need to do:

Step 1: On the bottom navigational panel of the app, tap "Cards".

Step 2: On the next screen swipe through until you find the card you want to block or unblock.

Step 3: Tap on "Block card" from the list of options.

Step 4: On the next screen, slide the toggle to the right. Once you’ve tapped the "Update" button no transactions will be able to be made on that card.

If you do find your misplaced card, you can easily unblock the card through the app by following the same steps.

How do I report a card lost or stolen?

The new app has functionality which allows you to report a card lost or stolen. Below are the steps you can take:

Step 1: On the bottom navigational panel of the app, tap "Cards".

Step 2: On the next screen swipe through until you find the card you want to report lost or stolen.

Step 3: Tap on "Report lost or stolen card" from the list of options.

Step 4: Tap on "Lost" or "Stolen".

Step 5: A confirmation dialog box will be displayed. Tap on "OK" to proceed with reporting the card as Lost or Stolen.

After you’ve cancelled your card, you’ll be prompted to enter your login details to order a replacement card.

Can I access my Teachers Mutual Bank Credit Card visa statements through the app?

No, this feature isn’t currently available through the app. However, by logging into your Internet Banking you will be able to view your recent Credit Card statements.

Biometric login

How do I activate the biometric login feature?

• When you download the app for the first time: You will be prompted to register your device and to set up some of the features available with the new app like biometric login, which allows you to login with face recognition or your fingerprint. To activate this feature tap "Yes" on the Fast secure personal screen.
• If you’re an existing app user: Login to the app and under the Menu tab select "Biometric login settings". Simply follow the prompts to activate biometric login. The next time you sign in you’ll be able to use the biometric stored to your device to login, such as face recognition or your fingerprint.

If I use my face recognition or my fingerprint to login to my smartphone, do I have to use it to access the app?

Absolutely not, the choice is yours. With our new app you can choose whether to activate biometric login, or opt for a 4 to 6 digit passcode instead.

Is the face recognition or fingerprint saved to my phone the same biometric used to login to the app?

Yes, if you do decide to activate the biometric login feature in the app, the fingerprint or face recognition that is stored to your phone will be the same biometric used to login.

Can more than one person sign into the app?

It’s important to keep in mind, once biometric login is activated any face recognition or fingerprint that is stored to the phone can be used to sign into the Teachers Mutual Bank app. For that reason, if you have biometrics stored on your phone other than your own, you should not activate the biometric login feature, as they will be able to login to the app.

Why isn’t biometric 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 Biometric Authentication/Touch ID (such as Android devices running Kit Kat 4.4 or above and Apple devices running iOS 6.0 or above).

How can I disable biometric login?

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

• Menu > Biometric Login
• Ensure the toggle "Enable Biometric login" is disabled

What should I do if my face recognition or fingerprint login isn’t working?

You can still login with your 4 to 6 digit passcode, which you would have setup when you activated the app. You can also delete the current face recognition or fingerprint on your phone and set it up again, if you would like to use the biometric login feature.

Quick balance

What is the quick balance feature in the app?

The quick balance feature allows you to see your balances at a glance without logging into the app.

How do I activate the quick balance feature?

To activate the feature, simply tap on the "Quick balance" icon on the left hand side of the screen, under the Menu tab.

On the next screen slide the toggle to "Enable quick balance for your accounts" and then select the accounts you want to see without logging in. It’s as simple as that.

Overseas notifications

What is the overseas notifications feature?

Rather than calling Teachers Mutual Bank or visiting us in person, the overseas notifications feature allows you to let us know your travel plans through the app.

All you need to do is tap on the "Overseas notifications" tab on the left hand panel under the Menu tab and follow the prompts. We’ll need to know where you’re going, your travel dates and contact details while you’re away.

When should I let Teachers Mutual Bank know I’m going overseas?

At the latest, the day you’re jet-setting out of here.

How do I let you know if my travel plans change?

You’ll need to send another notification via the app to let us know, as you will be unable to edit your previous submission.

Can I access the app on my mobile device while overseas?

You sure can. Just be mindful that mobile roaming charges may apply. Either take advantage of free Wi-Fi hotspots or contact your mobile service provider before you leave to ensure you don’t get stung by a steep mobile bill.

Jailbroken / Rooted devices

Can I access the app if my device is jailbroken/ rooted?

The short answer is generally no, you will not be able to access the app if it detects your device is rooted/jailbroken.

Jailbreaking is the process of removing software restrictions put into place by Apple on devices that run the iOS operating system. Rooting is the Android equivalent of jailbreaking, a means of unlocking the operating system so you can install unapproved apps, deleted unwanted bloatware, update the OS, replace the firmware, overclock (or underclock) the processor, customise anything and so on.

Contact

Who can I speak to about issues I’m having with the app?

If you have a question or problem with the new mobile app, give us a call on 13 12 21—our opening hours are 8am to 7pm weekdays and 9am to 3pm on Saturday.

While we will strive to answer any queries about the app, please contact your mobile service provider for questions relating to your data costs, mobile internet connection or any other technical inquiry related to your smartphone.