Internet Banking FAQ

If you have forgotten your membership number, you will need to contact us on (02) 9859 0585 for assistance.

If you have forgotten your password, click the "Forgot your Member Number or Password?" and follow the prompts to change your password.

1. Click on "Password"
2. Enter all the security prompts as they are displayed
3. Choose a new password & confirm your new password
4. Your password is reset, login with your new details

Incorrect Password:

If your Internet banking login page is returning a login error informing you that "You have used an invalid combination of Internet banking login information - please re-enter your details." you have two options:

If you enter in your password incorrectly, you may find that your access has been blocked.

Access has been blocked to Internet banking:

If your Internet banking login page is returning a login error informing you "Access for this member number has been blocked" please desist in trying to login and contact LCU staff to reset your account. You will need to call our office to have this reset.

LCU will remind you to never provide your SMS One Time Password to anybody. We never require this to verify who you are.

Do not continue with signing into your Internet Banking If you have:

If you have completed any of the above, please contact us immediately.

You can see your statement preferences online in the 'Account details' section, this will show you the frequency you will receive our formal statement

To update your statement preference from Mail to Online go to;

Online statements will send you an email, but you can opt out of receiving these notifications at anytime.

All statements are made available to view in 'Accounts' tab under statement and from the drop-down listing choose the statement you require to view.

You can open your own savings accounts online via your internet banking. Tap on the Products menu item, select "New savings account' and choose the account type you wish to open.

This account will become available to view promptly, giving you immediate access to your new account.

Please note, if you are opening a new savings account by internet banking:

Can only be completed by individuals who have an established membership, including any joint account holders. All parties must be members and we require their Internet banking login details to be entered to add them to the new account.

If this is for a Business Account, Company, Trust or Association/Club, please contact our office as this New Savings Account service is only available for Personal Memberships Only.

You can send secure messages to our team for assistance with any enquiry. Simply login to your Internet banking and click 'Inbox' in the top right-hand corner and click on New Message.

This will come to us directly and we will reply back to you as soon as possible or give a follow up call.

You can update your contact details in your Internet banking at any time.

You can remove and add new contact details at anytime.

If you are required to update your SMS One Time Password including applying international phone number to be registered against your SMS One Time password, you will need to contact our experienced member service team to assist with re-verifying your account to update these details.

You can set up scheduled payments, sometimes known as future payments, which can have you pay your bills recurringly or on a once off basis.

This is a good way to manage your money and they are easy to setup, amend and delete at anytime.

Please note:

Future payments are only processed on business days.

If you schedule a future payment that falls on a non-business day (weekend or a public holiday) this will be processed on the next business day.

If you have multiple future payments scheduled across weekends and public holidays these will all, be processed on the next available business day, and total daily transaction limits for each transaction type will apply to these payments.

It is the members responsibility to ensure that the total of transactions scheduled do not exceed the total daily transaction limits. If multiple payments exceed the total daily transaction limits on the business day they are processed they will not be sent.

You can set up dedicated account alerts for when your accounts have a change of information such as a direct debit or credit to your account.

1. Go to settings in your Internet banking
2. Choose the account the alert will be linked to from the drop-down list
3. Choose the service the alert will be linked to

A text message will come to your mobile, outlining the transaction type (for example: a direct debit), how much and the account the transaction was completed on.

Please note that this text message will not contain any links or request that you login to view this transaction on your internet banking. 

If you have a notification from our website informing you that access to internet banking is blocked, please try the following:

• Disable your Virtual Private Network (VPN) software. Internet Banking will not allow access via a VPN in most cases.
• If you have entered your password incorrectly multiple times, please wait one hour and try again.
• Clearing your browser history and cache can also resolve issues in some cases. But be aware that doing this may delete your saved username and passwords for other websites.

If your connection issues persist and you are unable to visit our website or login to internet banking due to a website error, then please contact our office.

Setting up a PayTo agreement

Where you can setup a PayTo Agreement with an eligible merchant, they will create the PayTo agreement through their financial institution and you'll receive a notification from us via SMS or email requesting approval of the PayTo agreement.

You’ll need to action this request within the timeframe stipulated by the payment initiator and your notification will tell you how to action the PayTo agreement.

The agreement will need to be setup to an eligible account type only and is not available for loans products or the S34 Savvy Saver account.

Authorising a PayTo agreement

Before authorising or declining a PayTo agreement, you should check that all the details are correct including the payment amount, frequency and length of the authority. If the details are incorrect, you can decline the PayTo agreement by following the instructions on the notification and follow up with the merchant to correct this.

The payment is made in real-time, so will occur within a few minutes of the authorisation.

PayTo Agreements have a maximum period for the agreement of 12 months, the merchant will then contact you if they expect to extend the PayTo Agreement.

Manage a PayTo agreement

To manage your PayTo agreements in Internet Banking, navigate to the Payments tab from the top of the screen and then click ‘PayTo agreements’ from the drop-down menu. You can then view and select the PayTo agreements you wish to manage.

Cancel a PayTo agreement

You can cancel a PayTo agreement at any time in the PayTo agreements tab in your internet banking, this will immediately stop the agreement and the merchant will be notified. When your agreement has been cancelled you cannot re-active this agreement. You should understand your contractual obligations before cancelling a PayTo agreement. You should talk to the merchant before cancelling or if you have cancelled your PayTo agreement to see if you are required to continue a payment agreement.

Please contact LCU for any assistance with disputing or further support with your PayTo Agreements.

You can set up a PayTo agreement with a merchant and use either your BSB and account number or PayID.

BSB and Account number:

BSB and Account number is available to be used accounts where there are multiple parties to sign or where more than one person is required to authorise transactions. If a BSB and account number is used, all eligible account operators can authorise payments.

PayID:

PayID is not an available agreement option for PayTo agreements where the account requires more then 1 party to sign or where more than one person is required to authorise transactions. If a PayID is used, the owner of the PayID will receive notification to authorise the payment.

Setting up a BPAY View biller is easy:

Please note:

If your biller code is not displayed, this means that the merchant may not have this service available. Check with your merchant to see that this service is available.

Only one email address can be used for BPAY view.