Online Banking FAQ

A: There are a number of ways you can register for Online Banking at any time you wish. You can apply online by filling out a simple form or call us on 1300 364 400 9.00am-5.00pm weekdays or email us at info@gcmutual.bank and we will be happy to register you for Online Banking.

A: The system will require you to change your access code the first time you use Online Banking. We encourage you to set up a strong access code between 8-40 characters long with a mix of upper and lower case letters and numbers. Never use sequential number patterns or personal information, such as a birthdate or anniversary, which might be easy to guess or gather from social media pages.

A: You must contact us on 1300 364 400 9.00am-5.00pm weekdays and we will issue you a new code after we have performed the appropriate identity checks.

A: Online Banking will allow three login attempts before blocking access to your accounts. Contact your Service Centre or call us on 1300 364 400 during business hours for information about getting your password reset.

A: You will be barred for 24 hours if you enter your access code incorrectly 3 times. After the 24-hour period has passed you will not be able to use your old access code. Please call G&C Mutual Bank on 1300 364 400 to be issued with a new access code.

A: Here are some rules for passwords:

• Passwords must be at least 4 characters long and no more than 12 characters.
• They cannot have any blanks, or spaces embedded in them.

A: The account will remain the same and will still require two signatures to process a transaction. These transactions will still not be allowed to be processed within the new Online Banking site.

A: We have removed the date of birth field from the login page to make Online Banking more secure. Industry reports suggest that hackers can run automated programs to find user names and passwords until they match, if they have the date of birth with them. Date of birth is easily accessible through social media and through purchase of mailing lists. At G&C Mutual Bank we are committed to your security and privacy online and this is why we have adopted the industry recommendation and have removed DOB as part of the login and to minimise the online security risk for our members.

A: When you login to Online Banking via www.gcmutual.bank, you enter our secure Online Banking environment. Click here to learn more about our Online Security.

A: You now have the convenience to open Term Deposits via our new Online Banking service. Please visit our Online Banking guides to read instructions on opening a Term Deposit.

A: Funds can be transferred between accounts under the same Membership number and/or to other G&C Mutual Bank accounts.

Funds can also be transferred to other Australian financial institutions (conditions apply). You will require the BSB, account number and account name details of the receiving account.

The account from which funds are being transferred must be a Savings Account or if you are in advance on your loan account and have registered for Redraw you may transfer funds from your loan account.

The funds to be transferred must not be greater than the available balance.

A: We have now made it easier for our members to transfer funds to their internal and external accounts via one location under Online Banking. All transfers whether they are external or internal can be done via the “Transfer Money” button located under the “Payments” tab at the top.

A: You can set up future dated payments to pay bills or transfer fund using Online Banking. Select the appropriate option under “When” on the “Transfer Money” page to future date your payment. You can also choose to nominate single future payment or recurring future payment including the frequency of the payment.

A: Funds are transferred immediately (excluding any future dated payments) within G&C Mutual Bank accounts. Funds transferred to external accounts including BPAY payments can take up to 1-2 working days.

A: By default the daily limit is $10,000 which applies to all payments and transfer to non-G&C Mutual Bank (external) accounts and BPAY Billers. You can increase or decrease this limit by contacting us on 1300 364 400 9.00am-5.00pm weekdays.

A: Contact us immediately either by email or phone on 1300 364 400.

A: Yes, you now have the flexibility to control the display of accounts on your homepage under “Account Details” table. Visit our “Maintenance” tab at the top and click on “Organise Account” to choose the accounts that you wish to be listed on the homepage and vice versa un-tick the accounts that you do not want to be listed on the homepage.

A: Yes, you can now personalise your savings account names to make them more meaningful to you and better organise your savings. For example you can create separate accounts for holidays, wedding or any other special goal you have in mind. To personalise your account name: log into Online Banking, hover over "Maintenance" in the menu bar, then click on "Personalise Account Names" from the drop-down menu options. Follow the on-screen prompts as instructed. Please note the following characters cannot be used while personalising your accounts:

$ - ) ( : _ + % * ? [ ] > ; = < } ^ { | @ # !.

A: Redrawing from your loan account is an easy process and can be completed via Online Banking.

Select the loan account from which you wish to redraw and then select the appropriate transfer type you would like to do. You can either select transfer or BPAY to process your redraw transaction. Please call us on 1300 364 400 if you are need any assistance in processing your redraw.

A: The fees for performing a Loans Redraw will be directly deducted from the Loan Account.

A: When calculating the amount of redraw you have available, the system retains 1 payment plus the fee for the redraw, instead of just the 1 loan payment previously held.

A:

1. Log into Online Banking, hover over "Payments" in the menu bar, then click on "BPAY" from the drop-down menu options.
2. Follow the on-screen prompts as instructed.
   If paying a new Biller, you may find the BPAY Biller Code on your bill. For your convenience, the next time you pay this bill, the Biller's name will appear in the "Select Biller" drop-down menu.

A:

1. Please check your bill to ensure you have entered the number correctly.
2. Next ensure you have not entered any spaces between the numbers.
3. If still invalid, please contact the payee and check the details.

A: This can be checked in the Transaction History function.

A: Log into Online Banking, hover over "Payments" in the menu bar, then click on "Periodical Payments".
If checking on our App, after logging in click on "Pay" on the bottom of the screen, click on "Future Payments".

A:

1. You must have cleared funds in your nominated account for the transfer to be made.
2. It is to be made on a future date.

If you have scheduled a payment to be made in the future, you must ensure there are sufficient funds in your account to cover the payment on the day before the payment is due.

A: Click on the 'Periodical Payments' / 'Future Payments' function. This will display all of the payments you have scheduled to be made in the future, with options to view, or delete them. Please note that future dated payments can only be cancelled up until the day before the payment is due.

A: No. BPAY and EFT transactions and transfers between accounts are not included in the count towards excess usage. Single transfers using G&C Mutual Bank Online Banking will not incur fees. You may however be charged a fee by the financial institution from or to whom you are transferring funds.

A: As a security measure, if the password is entered incorrectly three times, members will have their access deactivated. This is to stop someone trying to guess your password.

To be reactivated, members will have to contact G&C Mutual Bank on 1300 364 400 and provide adequate identification to the operator.

A: You now have the convenience of switching from paper to more secured online statements - eStatements. Log into Online Banking, then proceed as follows:

• Click on the Services tab
• Click on GCMB Online Statements
• Select eStatements as your delivery preference and enter your email address
• Click on Finish

A: You can use “Secure Mail” to send and receive email to and from G&C Mutual Bank without having to leave your Online Banking. From time to time, we will use this service to notify you of system upgrades or important information relating to Online Banking. You can also use this service to email us and one of our staff will respond to your enquiry as soon as possible.

Online banking supports all modern browsers including Microsoft Edge, Google Chrome, Mozilla Firefox, Opera, Safari and Brave.
Make sure to keep your browsers up-to-date. Most modern browsers are configured to automatically update themselves, however you can typically manually update via the “Help” or “About” menus.

A: Your pop up blocker must have been enabled which is preventing you to go to the Online Banking login page. There are a number of pop-up blockers that you may have on your system. Internet Explorer has a built in pop-up blocker which can be accessible from the “Tools” menu. If you choose to leave it enabled, add gcmutual.bank to your exception list.

You may also have a firewall blocking access to the page. If this is the case you will have to contact your software vendor for assistance.

A: This can be remedied by altering the browser settings (if using Internet Explorer).

Click on Tools, then Internet Options. On the General tab, in the section ‘Browsing history’, click on Settings. Alter the ‘Check for newer versions of stored pages’ option to – Every time I visit the webpage. Click on OK, and OK.

A: You are entering the wrong password. If you enter this incorrectly three times, you will get a notice warning that you will be deactivated if you try again. Please call G&C Mutual Bank Direct on 1300 364 400 before you try again.

A: This indicates congestion between your computer and our secure data center and is usually cleared within a few minutes or so. Please leave for a few minutes and try again.

A: Your browser not accepting 'cookies' causes this. If using Internet Explorer, in the menu bar, select Tools > Internet options > Privacy > Advanced.

Select Accept or Prompt under First-party Cookies, and Accept or Prompt under Third-party Cookies. Select OK, and OK.

A: Your browser not clearing the 'cookies' from a previous session caues this. To clear cookies if using Internet Explorer, in the menu bar, select Tools > Internet options > then in the 'Browsing history' section click on "Delete..."

Ensure the 'Cookies and website data' checkbox is ticked, then click on "Delete".

If you continue to have login problems, please check that you have the latest updates for your Internet browser and Operating System (Windows). These updates are recommended for your continued security.