FAQs

Getting Started    Account Management   Card Management    Security    Making Payments    Questions & Feedback

Getting Started

How do I log in to the new app for the first time?

It’s important to regularly update your Mobile Banking App when available to improve its security and to protect your personal information.

1. Open the app on your device and select ‘Log in’.
2. Tap on ‘Let’s get started’.
3. Enter your Member Number and the Password that you use to log in to Internet Banking. Tap on ‘Continue’.
4. You’ll be asked to choose a Pattern or PIN as your password to make logging in easier (you can also continue to use your Member Number and Password).
5. Read and accept the Terms of Use. That’s it. You can now use the app for all your Mobile Banking needs.

Forgot your password

If you have an active Visa card linked to your account you can reset your password via the Mobile Banking App. If you do not have an active Visa card, please contact us to assist in resetting your password.

1. Open the app and select ‘Log in’.
2. Tap on ‘Let’s get started’. 3. Select ‘Forgot Password?’
4. Enter your member number, date of birth and Visa card number in the respective fields and select ‘Next’.
5. Enter your one-time password received either via Token or via SMS sent to your mobile phone. Select ‘Next’.
6. Enter your new Password and confirm your Password in the respective fields. Note: you must meet all Password conditions mentioned.
7. Select ‘Save’.
8. You’ll be asked to choose a PIN or Pattern as your password to make logging in easy (you can also continue to use your Member Number and Password).
9. Read and accept the Terms of Use. That’s it. You can now use the app for all your Mobile Banking needs.

You can also change your Password in Mobile Banking App under the ‘Profile’ section select 'App security' and 'Change Password'.

Contact us for more information.

Why is there a new Teachers Mutual Bank Mobile Banking App¹?

We’re always working to make your everyday banking easier. You’ll find the new Teachers Mutual Bank Mobile Banking App easier to use and faster, with new features, enhanced security and fraud monitoring.

Make managing your money easier than ever, with our new Mobile Banking App!

What new features does the app have?

We've introduced new features to make it even easier for you to manage your money:

• Personalise your home screen - choose what you see, rename your accounts and access quick links.
• An updated Profile section so you can access all your banking tools, update your contact info, set up PayID² and track your savings goals, all in the one place.
• Block online payments, make ATM withdrawals, and view your card details anywhere, anytime - no physical card needed!

How can I receive push notifications?

You can turn push notifications on or off through your phone settings under Notifications or within the card section of the app (Cards>Notifications).

How many devices can I be registered for the app on?

You can register the app on up to four mobile devices. If you already have the app on four devices and wish to register another, you’ll have to deregister one of the other devices first. You can do this from any of the four currently registered devices.

How do I deregister a device?

To remove a device:

1. Choose ‘Profile’ at the bottom of the home screen and then tap ‘App security’.
2. Select ‘Manage registered devices’.
3. Tap the rubbish bin icon next to the device you want to deregister to remove it.

You will now be able to register another device. If you deregister the device you are currently logged into, you will be logged out of that device.

What devices are compatible with the app?

The app is compatible with Android (Android 7.0 or later) and Apple (iOS 12.2 or later) mobile devices.

Why does the app want me to log into Internet Banking?

Some features such as Alerts & Notifications, Payment limits, Overseas Travel, Statements and Transaction history reside in Internet Banking. To access these features, please log into Internet Banking with your Member Number and Password and navigate to the 'More' menu.

How do I turn off biometrics (i.e. Touch ID and Face ID)?

1. Select on ‘Profile’ and then tap ‘App security’.
2. Tap on ‘Biometrics’ to switch this functionality on or off.

How can I tell if I have the latest app? 

1. Search for the Teachers Mutual Bank App within the Apple App Store³ or Google Play Store⁴.
2. Select the Teachers Mutual Bank App icon to go to the app page.
3. Tap on ‘Update’ if available. If 'Update' does not display, this means your app is already up to date.
4. Tip: Turning on “Auto update apps” for Android phones or “App updates” for iPhone will ensure you always have the latest app.

Account Management

How do I update my contact details?

1. Tap on ‘Profile’ and then select ‘Address details’ or ‘Contact details’.
2. The app will ask for a security verification. Request a text message and enter the code.

You can view, edit or add contact details including your address, phone number, email, and PayID.

I want to find a specific transaction. How do I locate it?

1. Tap on the account you want to find a specific transaction.
2. Select the magnifying glass in the bottom right corner.

You can do an advanced search with keywords, debit or credit, and the amount.

How do I manage or share one of my accounts?

1. Tap on the account you want to manage or share and choose the ‘cog’ icon at the top of the page.
2. Select what you want to do from the menu.

You can quickly share account details and manage daily limits, alerts and future payments.

How do I give an account a nickname?

Select the account and choose the ‘cog’ icon at the top of the page.

Choose ‘Edit account nickname’ to update account details.

How do I set an account as my default payment account?

1. Tap on the account and tap the ‘cog’ icon at the top of the page.
2. Select ‘Set as default payment account’ to make this account your default payment account.

How does the ‘How I Spend’ feature work?

Having the ability to track what you’re actually spending your money on is important to being able to better manage your money and stay on top of your budget. The ‘How I Spend’ feature helps you do just that.

If 'How I Spend' isn't displaying in your accounts section, you can access it by following the below step:

• Tap on ‘Profile’ and here you can enable or disable the ‘How I Spend’ feature.

Card Management

My card has been lost, stolen or damaged. Can I order a replacement card through the app?

You can easily order a new card using the app.

1. You should first make sure that your postal address is correct in the My Details section of the app.
2. Select ‘More’ in the bottom right hand corner. 3. Tap on ‘Manage cards’.
4. Select ‘Need help with your card’?
5. Choose one of the three options (damaged, stolen, lost).
6. Confirm by tapping Yes, and your replacement card will be on its way.
7. You may be charged a small card replacement fee.

How do I put a temporary lock on my card?

You can put a temporary lock on your card in the Teachers Mutual Bank App. 

1. Select the cards icon at the bottom of the screen, you will see ‘Lock card' in the middle of the screen.
2. Tap to lock it and tap again to unlock it. It's really that easy!

How do I add my card to Apple Pay?

1. Tap into the card section of the home screen.
2. Select on ‘Add to Apple Wallet’.
3. Complete Security verification.
4. Choose ‘Next’ in the ‘Apple Wallet’ screen.
5. Read through Mobile Wallet ‘Terms & Conditions’, tap ‘Agree’.

You will receive a notification once your card has been successfully added to Apple Pay.

You'll be all set to make purchases wherever Apple Pay is accepted!

How do I add my card to Google Pay?

1. How to Set Up Google Pay.
2. Open the Google Pay App.
3. Select ‘Payment’ at the bottom.
4. Tap ‘Add a card’ at the bottom.
5. Enter your Digital Card or Physical Card info.
6. Read through Mobile Wallet Terms & Conditions, select ‘Agree’.
7. If you're asked to verify your payment method, choose an option from the list.
8. Find and enter the verification code.

After setup, you'll be all set to make purchases wherever Google Pay is accepted!

Security

What happens if I lose my device?

Please let us know immediately on 1800 800 225 if your device is lost or stolen. Otherwise you may be liable for unauthorised transactions. 

I've forgotten my log in Pattern/PIN. How do I reset?

1. If you forget your Pattern/PIN, you can reset it from the log in screen. 
2. To reset your Pattern/PIN from the app: 
3. Tap on Forgot your Pattern or Forgot your PIN, which is below the field where you normally enter your details.
4. You will need your Member Number and Password.

If you need further assistance, please call 1800 800 225.

How do I change my Pattern/PIN?

If you simply want to change your Pattern or PIN but you haven’t forgotten it – perhaps you think it’s been compromised – you can do this within the app.

1. Select ‘Profile’ and then tap ‘App security’.
2. Tap on ‘PIN, Pattern or Member Number’.
3. Enter your existing Pattern/PIN and create a new PIN or Pattern.

Do I use the same Pattern/PIN on every device?

For every device you set up the app on you will be prompted to select a Pattern/PIN. You can therefore choose whether you use the same Pattern/PIN across multiple devices or have a different one for each device.

How secure is the new Teachers Mutual Bank App?

At Teachers Mutual Bank we’re committed to protecting your personal details and providing you with state-of-the-art secure banking. 

All information and communications from the app are secured by 128-bit Secure Sockets Layer (SSL) protocol encryption.

What steps can I take to ensure I use the app securely?

You can take steps to ensure your banking on the Teachers Mutual Bank App remains secure by never sharing your PIN or Pattern, and not setting up biometric log in when there is more than one user of the device. 

Beware also of phishing emails and SMS messages – never click on links from unknown senders as you may be directed to a site that contains malware that could infect your phone and steal your personal information.

Always try to keep the app and your device’s operating system up to date.

Learn more about how to Stay Safe Online.

What should I do if I see an unauthorised transaction?

To report suspected fraud, contact our fraud team on 02 9735 9544.

You can also contact the Fraud Bureau Services:

Within Australia
Call 1300 705 750.

Outside Australia
Call +61 2 8299 9534. Be sure to dial the international prefix (exit code) for the country you are in.

What is a session time out?

A session timeout is a security measure that prompts you to either extend your mobile banking session in the app or log out after a period of inactivity.

Why did I get automatically logged out of the mobile app?

The automatic logout from the Mobile Banking App is a security measure to protect your account and sensitive information. For your safety, the app is designed to log you out after a certain period of inactivity, known as a session timeout. This helps prevent unauthorised access to your account, especially if you leave your device unattended.

Making Payments

How can I set recurring payments?

1. Select ‘Pay’ at the bottom of the home screen.
2. Choose ‘Future payments’.
3. Tap the 'Pay' button.
4. Select the type of transfer.
5. Tap on ‘Recurring’ and follow the prompts.

How can I pay my bills through BPAY in the app? 

1. Tap on ‘Pay’ at the bottom of the home screen.
2. Choose ‘BPAY’.

How do I transfer my PayID?

1. Tap on ‘Pay’ at the bottom of the home screen.
2. Click ‘Manage PayIDs’.
3. Tap on the existing PayID.
4. Choose the ‘Transfer’ and save.

You are now able to register that PayID with another bank/institution.

How can I change my daily transfer limit using the app?

1. Choose ‘More’ on the bottom right hand corner of the home screen.
2. Select ‘Security’.
3. Click on ‘Payment limits’.
4. Tap on ‘Open Internet Banking’.
5. Log in to Internet Banking.
6. Click on ‘Change Daily Transfer Limit’ in the Self Service menu.
7. Select the account and choose your preferred limit up to $50,000.

Limits are increased temporarily for three days. If you wish to increase your limit permanently select the box ‘Retain the proposed daily transfer limit for an extended period’.

8. Select ‘Submit’.

If you need to transfer over $50,000, send us a message in the App and we'll be happy to help.

Can I transfer money between my accounts using the app?

1. Click on ‘Pay’ at the bottom of the home screen.
2. Select ‘Transfer’.
3. Tap on ‘Choose an account’.
4. Enter the amount to transfer and an optional description.
5. You can choose to make the transfer now, later or recurring.
6. Choose ‘Pay’, review the transfer summary, and tap ‘Pay’ again..

Can I transfer money to friends and family using the app?

1. Click on ‘Pay’ at the bottom of the home screen.
2. Select ’Pay someone’.
3. Tap on an existing or new payee. For new payees you can pay to a BSB/account number; or to an email address, mobile number, ABN using PayID.
4. Enter a nickname (optional) and a description for the payment. You can choose to save the payee to make future payments faster..
5. Choose pay type: Standard Payment (within 3 business days) or Osko (typically in minutes) if your payee is part of an Osko participating bank/institution.
6. Click on the account you want to transfer money out of and enter the amount.
7. Choose when you’d like us to process the payment – now, later or recurring.
8. Tap on the ‘Pay’ button and confirm that what you see is correct. Tap ‘Pay’ again.

Tip: If you need to pay bills, you can pay with the app using the BPAY biller code and Customer Reference Number (CRN).

How do I transfer money quickly?

Osko sends bank transfers between participating banks and financial institutions fast. You can do this by following the steps provided under ‘Can I transfer money to friends and family using the app?'

Questions and Feedback

I want to give feedback about the app. What’s the best way to get in touch?

We’re always looking to improve and consider all feedback from our members. Please rate us and leave feedback on the Teachers Mutual Bank App on either the Apple App Store or Google Play Store.

I’ve run into an issue with the app. How do I report it?

First please check you are using the latest version of the app. You may also find the solution to your problem in the Help Centre. If you still require assistance, please contact us through the secure messaging feature in the Teachers Mutual Bank or visit the contact us page.