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. To change your Access Code in Online Banking, select Change Access Code under Settings & Security in the top drop down menu.

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: Simply click on 'Forgotten your Access Code?' under the login button and follow the prompts to reset your Access Code. Otherwise contact us 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 Access Code 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 Access Codes:

• Access Codes must be 12 or more characters long with a mix of upper- and lower-case letters, numbers, and symbols
• 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: At G&C Mutual Bank, we are committed to your security and privacy online. 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. 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 have the convenience to open Term Deposits and Savings Accounts via our Online Banking service. Please visit our Online Banking guides to read instructions on opening a Term Deposit or Savings Account.

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. Please ensure to check that the account details are correct before making any transfers. 

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 Online Banking. Select the 'Transfer Money' from 'Payments and Payees' in the top drop down menu.

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: Osko transactions are transferred on the same day, provided the payment is to an existing payee. Funds transferred to external accounts including BPAY payments can take up to 3 working days. These exclude any future dated payments. 

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.

A: Contact us immediately either by email, through our Fraud Enquiry Form or phone on 1300 364 400.

A: Yes, you have the flexibility to control the display of accounts on your homepage under 'Accounts' list. 

You can personalise your accounts via the Mobile App.

Once you are logged in, open the menu using the hamburger menu in the top left hand corner: ≡

Select 'Settings and Security' → 'Settings'

Scroll to the bottom and select 'Reorder Accounts', then use the arrows to reorder your accounts. 

You can use the toggle feature to display or hide the account from your Accounts Page view.

This same order will be reflected the next time you log into Online Banking.

You can also personalise your account via Online Banking.

Once you are logged in, open the tab 'Settings and Security' from the banner, then select 'Account Settings'.

You can use the toggle feature to display or hide the account from your Accounts Page view.

A: Yes, you can 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, weddings, or any other special goal you have in mind.

To personalise your account name: log into Online Banking, navigate to 'Setting and Security '→ 'Account Settings' → 'Update Nickname'

Please note that you cannot use special characters while personalising accounts.

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

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 need any assistance in processing your redraw.

A: The fees for performing a Loans Redraw will be directly deducted from the Loan Account. Please refer to our Fees and Charges Schedule for redraw fees. 

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

A:

1. Log into Online Banking, select 'Payments and Payees' in the menu bar, then select '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.Payments will be processed by Biller Code and Reference Number. You must ensure the Biller Code and Reference Number are correct, or your payment may be paid into the wrong account by the receiving organisation. Please take care when entering these details as you may not be able to recover a payment if it is credited to an incorrect Biller or Account. 
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: Select 'Account/Transaction Details' from 'Accounts' drop down menu to view full transaction history.

A: Log into Online Banking, select 'Payments and Payees' in the menu bar, then select 'Scheduled Payments'.

This will display all of the payments you have scheduled to be made in the future. Select the scheduled payment to modify or cancel as required.

Please note, all future dated payments can only be cancelled up until the day before the payment is due.

If checking on our Mobile App, after logging in click on 'Pay' on the bottom screen, then click on 'Future Payments'.

A:

1. You must have cleared funds in your nominated account for the transfer to be made.
2. Check if you have set the payment 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: There is no fee for EFT, BPAY or Osko transactions, additionally there is no fee for transfers between G&C Mutual Bank accounts. You may however be charged a fee by other financial institutions when transferring from or to these accounts.

Please refer to our Fees and Charges Schedule for more information. 

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

To be reactivated, you will have to Contact Us 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 Statements drop down menu
• Click on GCMB Online Statements
• Under 'Delivery Preferences', select 'eStatements'.
• Under 'Notification Preferences' enter your email address 

To view your eStatement, select 'Statements' in the top drop down menu and then 'GCMB Online Statements'.

Select 'View' on the right side to view a statement. 

Select the eStatement you wish to save. When it opens in Adobe Acrobat Reader, in the bottom right-hand corner, select save. If you are using a computer, the file will be in your recent downloads. If you are on a mobile device, it will be saved to your device. 

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.

This can be found on the top right-hand corner with the mail icon labelled 'Inbox'.

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.

There are a number of pop-up blockers you may have on your system, which if enabled will prevent you from accessing the Online Banking login page. 

Internet Explorer has built a pop-up blocker. You can access this via the 'tools' menu on the browser to disable, or add gcmutual.bank to your exceptions list. 

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: If your access is denied, it is because either the Access Code or Member Number you have entered is incorrect. Please check this carefully before re-entering, because if these values are entered incorrectly three times, access to your account will be blocked for security. Please call us on 1300 364 400 if you are experiencing these issues. 

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. 

These can be enabled through the tools setting in your browser. 

If using Internet Explorer, in the menu bar, select Tools → Internet Options → Privacy → Advanced

Select Accept or Prompt under Third-Party Cookies, then select 'Ok', 'Ok'.

A: This is caused when your browser does not clear the 'cookies' from a previous session. You can search in your browserfor further instructions on how to clear cookies through your browsers tools settings.

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.