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Everyday banking FAQs

Find the answers to commonly asked questions about banking, Internet Banking and our mobile app.

Banking

Internet and Mobile Banking

Learn how to register and log into Internet Banking or our mobile app.

New to online banking? Once you’ve registered for online banking, we'll send you a SMS with a temporary password, which can be used in both Internet Banking and our mobile app. We’ll ask you to change your password on first entry. 

Once you’ve reset your password, it can be used to log into both Internet Banking or our mobile app.

Internet Banking

  1. Head to challenger.com.au/bank and select Login.
  2. Enter your User ID and temporary password and select Login.
  3. Re-enter your temporary password, along with your own password.
  4. Select Reset. 

Mobile Banking

  1. Open the Challenger Banking mobile app.
  2. Enter your User ID and temporary password and tap Login.
  3. Re-enter your temporary password, along with your own password. 
  4. Tap Save.

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Our mobile app can be downloaded from either the Apple App Store or Google Play.

  1. Head to the Apple App Store or Google Play.
  2. Search for the Challenger Banking app.
  3. Download the app and install.

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Your User ID is your customer number. If you don’t recall this, don’t worry – just call our Contact Centre on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT and we can retrieve it for you.

From the login page for both Internet Banking and Mobile Banking, click on Forgot password and follow the instructions. 

But if you prefer to speak to someone, please call our Contact Centre on 1300 221 479, Monday to Friday, between 8.30 am – 4.30 pm EST/EDT and we will guide you through the process.

Keeping your password secure is our top priority. That’s why we recommend keeping your password safe and updating it from time-to-time.

To protect your security, we’ll send a verification code to your registered mobile, so before making the change ensure you have your phone handy.

Internet Banking

  1. Navigate to Manage and select Password.
  2. Enter your current password.
  3. Enter your new password. 
  4. Select Save. 

Mobile Banking

  1. Navigate to Settings from the main menu and tap Password.
  2. Enter your current password.
  3. Enter your new password. 
  4. Tap Save.

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm.

Your passcode is four digits long and makes it easier to log into our app.

 

  1. Navigate to Settings from the main menu and tap Passcode.
  2. Switch on the Enable passcode widget.
  3. Enter your passcode. 
  4. Tap Save.

Don’t choose a passcode that can be easily guessed (e.g. your birthday or the same four digits or consecutive numbers) as you may be liable for unauthorised transactions. 

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

If your device allows it, enabling Face ID or Touch ID makes it easier to log into our app.

  1. Navigate to Settings from the main menu.
  2. Depending on your device settings, switch on the Face ID or Touch ID widget.
  3. Read and accept the terms. 

Only your fingerprint or face should be saved on your device, otherwise you may be liable for unauthorised transactions.

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Managing your accounts

Learn how to manage your accounts.

Your BSB is 704-165. Your account number is nine digits long and can be viewed from within Internet Banking or Mobile Banking. 

Please note the BSB is registered to Indue Limited, our payment processor. 

If you need help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.

You can update your home, postal and email address details through either Internet Banking or our app. 

To ensure it’s you making the change, we’ll send a secure code to your registered mobile number, so before making the change, ensure you have your mobile handy.

Internet Banking

  1. Log into Internet Banking.
  2. Navigate to Manage from the main menu and select Profile.
  3. Select Edit and update your residential, postal and email addresses. 
  4. Select Save.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to Profile from the main menu.
  3. Turn on the Edit widget and update your residential, postal and email addresses. 
  4. Select Save.

If you need help, or if you’d like to update your registered mobile number, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.
 

Your bank statements are made available from within Internet Banking. 

  1. Log into Internet Banking.
  2. Navigate to the main menu Accounts and selecting Mailbox. 
  3. Select the communication type Statement. 
  4. Your statements available for viewing online will appear in a list.

For help on retrieving your statements, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.

From time to time, we’ll send you notices relating to your accounts. These are made available from within Internet Banking. 

  1. Log into Internet Banking.
  2. Navigate to the main menu Accounts and selecting Mailbox. 
  3. Select the communication type Notices. 
  4. Your notices available for viewing online will appear.

For help on retrieving your notices, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.

To make it easier for you to lodge your tax return we notify the ATO of any interest earned by 31 October each year. 

You can also view interest earned in the last financial year within Internet Banking or our app.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to your account and select Details. 
  3. The interest earned (or paid, for loan accounts) will be displayed.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to your account and select Details.
  3. The interest earned (or paid, for loan accounts) will be displayed.

This information is also available within your statements that are available from within Internet Banking. 

For help on retrieving interest earned (or paid), call us on 1300 221 479 Monday to Friday between 8.30 am – 4.30 pm EST/EDT.

If your home loan has a redraw facility and you've made additional repayments into this account, you can access these funds at your convenience using Internet Banking or Mobile Banking.

The minimum amount you can redraw from your home loan is $500.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to your eligible home loan account and select Loan redraw. 
  3. Nominate the account you’d like the payment to be made to and enter the amount you’re wanting to transfer.
  4. Select Continue.
  5. Review the payment details and select Confirm.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to your eligible home loan account and select Loan redraw.
  3. Nominate the account you’d like the payment to be made to and enter the amount you’re wanting to transfer.
  4. Tap Continue.
  5. Review the payment details and tap Transfer.

If you need assistance with making a loan redraw, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.
 

You can make cash and cheque deposits into your Access account at over 3,500 Australia Post outlets across Australia via Bank@Post. 

Bank@Post accepts cash deposits of up to $9,999 per transaction and cheques will clear in seven business days. 

To make deposits into your account, you will need a deposit book. If you would like to order one, please call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.
 

Managing your Term Deposit

Learn how to manage your Term Deposit.

The start date of your Term Deposit will be the date when we first receive funds into the account.

A Term Deposit can be funded by transferring the investment amount into your Term Deposit account BSB and account number or via BPAY. 

The BSB number is 704-165 and registered to Indue Limited, our payment processor.

The BPAY biller code is 274795 and the customer reference number will be your Term Deposit account number. 

Once you deposit funds into your Term Deposit equivalent to the amount applied for, your Term Deposit becomes fully funded. 

You have seven calendar days from when your Term Deposit is opened to fully fund the Term Deposit. Banks have payment limits that restrict the amount of money you can transfer each day. If you need to transfer large amounts of money, it’s usually possible to temporarily increase this limit. Please contact your bank to discuss your options.

If your Term Deposit is not fully funded within seven calendar days, your account will be closed, and no interest will be paid by us on any monies received during this period. 

If you’d still like to go ahead with the Term Deposit, call us on 1300 221 479 Monday to Friday between 8.30 am – 4.30 pm EST/EDT to arrange for a new account to be opened (we can transfer any money already received into your new Term Deposit account).

We’ll start paying interest on your Term Deposit from when we first receive money deposited into your Term Deposit account.

We will only pay interest on the money deposited into your Term Deposit.

Once your Term Deposit has been fully funded, any money received above the original investment amount applied for will not receive interest.

You’ll earn interest on your Term Deposit account based on your daily closing balance (excluding the maturity date or date of early withdrawal).

The interest earned each day is equal to the daily closing balance multiplied by the annual percentage rate applied to your Term Deposit when we opened it, divided by the number of days in the year (365 days, or 366 days if the Term Deposit is held during a leap year).

Where your Term Deposit starts in a non-leap year and matures in a leap year (or vice-versa), the daily interest earned is calculated based on 365 days for the portion of the Term Deposit held within the non-leap year, and 366 days for the portion of the Term Deposit held within the leap year.

You can update the maturity instructions associated with your Term Deposit at any time, up until the day before the Term Deposit matures using Internet Banking or Mobile Banking. 
The maturity options include:

  • rolling over both the principal and interest amount
  • rolling over the principal amount and paying the interest to your account, or
  • payout both the principal and interest.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to your Term Deposit and select Update maturity instruction. 
  3. Nominate your preferred Maturity option and edit the Nominated account.
  4. Select Save.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to your Term Deposit and select Maturity. 
  3. Nominate your preferred Maturity option and edit the Nominated account.
  4. Tap Continue.

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.
 

No, any money paid to your Term Deposit account during its term will not earn interest. 

If you’d like to top up your Term Deposit when it matures, you can request to do so by contacting us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.
Requests must be received within seven calendar days after your Term Deposit maturing. 

If you’ve got extra money to invest, you can always open a new Term Deposit via Internet Banking or our app. The minimum investment amount is $5,000.

Yes. If you’d like to partially redeem your Term Deposit when it matures, you can request to do so by contacting us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

So that we can process your request in time, requests must be received by us at least two business days before your Term Deposit matures.

If we’re paying the money to an account held at another financial institution, we’ll require your request in writing, so please allow enough time for us to receive your written instructions. 

Yes, you can. For Term Deposits opened after 1 July 2021, or reinvested after 31 July 2021, we require written instructions by you with a minimum 31-day notice period. 

If your request is received less than 31 days prior to the maturity date of your Term Deposit, we’ll transfer funds on the maturity date.

Where the deposit is redeemed early, an adjustment to the interest paid by us will apply. This interest adjustment is a reduction in the interest rate to 0.25% per annum calculated daily for the length of the term already served. If the term served is less than 31-days, there will be no interest paid on the amount withdrawn.

Managing your cards and PINs

Follow our guides on how to manage your Visa Debit card online. Change a card PIN, temporarily block it, or report it as lost or stolen.

We can arrange a Visa Debit card for you, free of charge. To get this underway, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Please allow up to 10 business days for your card to be delivered. 

Received your card in the mail? Before using your card, you’ll need to activate it. You can do this by setting a PIN from within Internet Banking or our mobile app. 

Make sure you choose a PIN that’s hard to guess. Don’t use your birthday or simple combinations like 1111 or 4321, otherwise you could be held responsible if someone uses your card to make fraudulent transactions.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the menu option Manage and select Cards. 
  3. Select Activate and enter your PIN.
  4. Select Set PIN.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to Cards from the main menu. 
  3. Tap Activate and enter your PIN.
  4. Tap Set PIN.

If you need help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.

You can use your Visa Debit card online, overseas, over the phone, and in store. 

Paying is fast and easy. For in-store purchases, ‘tap and go’ for transactions under $100 or press ‘Credit’ and enter your PIN for transactions over $100. 

Your purchase limit is up to the available funds in your account. 

Yes, you can withdraw up to $2,000 of your available funds in cash daily from over 2.2 million ATMs in Australia and worldwide. Plus, you can make withdrawals from Woolworths supermarkets.

Just press ‘Credit’ when you withdraw. 

You can reset your PIN from within Internet Banking or our mobile app. 

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the menu option Manage and select Cards. 
  3. Select PIN and enter a new PIN.
  4. Select Reset PIN.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to Cards from the main menu. 
  3. Tap PIN and enter a new PIN.
  4. Tap Reset PIN.

If you need help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT.

If you’ve lost your Visa Debit card or are worried that it may have been compromised, log into Internet Banking or our mobile app and report it as lost or stolen. 

We’ll send you a replacement card in the mail to your home address. Replacement cards should arrive within 7 – 10 business days. 

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the menu option Manage and select Cards. 
  3. Select Replace and tell us the reason for the replacement.
  4. Select Continue.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to Cards from the main menu. 
  3. Tap Replace and tell us the reason for the replacement.
  4. Tap Continue.

If you need help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT. Alternatively, to report your card lost or stolen afterhours, call us on 1800 621 199.
 

You can temporarily block your Visa Debit card by logging into Internet Banking or Mobile Banking.

When you block your card, you will not be able to use it until you unblock it. Any recurring payments set up using this card will not be made while the card is blocked. You can unblock your card at any time via Internet Banking or our mobile app.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the menu option Manage and select Cards. 
  3. Select Block.
  4. Select Block.

Mobile Banking

  1. Log into Mobile Banking.
  2. Navigate to Cards from the main menu. 
  3. Tap Block.
  4. Tap Block.

If you need help, call us on 1300 221 479 Monday to Friday, between 8.30 am - 4.30 pm EST/EDT. Alternatively, to report your card lost or stolen afterhours, call us on 1800 621 199.

Making payments between accounts and to other people

Use our guides to see how to transfer money between your accounts, pay others, or make bill payments using BPAY.

You can make transfers between your accounts from within Internet Banking or via our mobile app.

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the Pay tab and select Transfer.
  3. Nominate the From and To accounts, enter the amount you’re wanting to transfer, and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  4. Select Continue.
  5. Review the payment details and select Transfer.

Mobile Banking 

  1. Log into Mobile Banking.
  2. Tap the Pay button from either within the Account summary or the Transaction screen.
  3. Tap Transfer.
  4. Nominate the From and To accounts, enter the amount you’re wanting to transfer, and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  5. Tap Continue.
  6. Review the payment details and tap Transfer.

If you need assistance with making a transfer, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

You can make a payment to someone else from within Internet Banking or via our mobile app. 
To ensure it’s you making the payment, we’ll send a secure code to your registered mobile number, so have your mobile handy.

Internet Banking

  1. Log into Internet Banking.
  2. Navigate to the Pay tab from the main menu and select Pay anyone.
  3. Nominate the From account.
  4. Nominate the To account, by either entering the account details of a new contact, or selecting a saved contact.
  5. Enter the amount you’re wanting to pay and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  6. Select Continue.
  7. Review the payment details and select Pay.

Mobile Banking 

  1. Log into Mobile Banking.
  2. Tap the Pay button from either within the Account summary or the Transaction screen.
  3. Tap Pay anyone.
  4. Nominate the From account.
  5. Nominate the To account, by either entering the account details of a new contact, or selecting a saved contact.
  6. Enter the amount you’re wanting to pay and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  7. Tap Continue.
  8. Review the payment details and tap Pay.

You’ll need to ensure the BSB and account number are correct as we use this information to process your transaction. If these details are incorrect, the payment may go to the wrong account and you may not get your money back.

Payments made before 3.30 pm EST/EDT Monday – Friday are generally received within one – two business days.

Just remember, a daily transfer limit of $5,000 applies to Pay anyone transfers. If you’d like to change this, see Changing your daily transfer limit.

If you need assistance with making a payment, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

You can make a bill payment from within Internet Banking or via our app.

To ensure it’s you making the payment, we’ll send a secure code to your registered mobile number, so have your mobile handy.

Internet Banking

  1. Log into Internet Banking.
  2. Navigate to the Pay tab from the main menu and select BPAY.
  3. Nominate the From account.
  4. Nominate the To account, by either entering the biller details of a new contact, or selecting a saved contact.
  5. Enter the amount you’re wanting to pay and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  6. Select Continue.
  7. Review the payment details and select Pay.

Mobile Banking 

  1. Log into Mobile Banking.
  2. Tap the Pay button from either within the Account summary or the Transaction screen.
  3. Tap BPAY.
  4. Nominate the From account.
  5. Nominate the To account, by either entering the biller details of a new contact, or selecting a saved contact.
  6. Enter the amount you’re wanting to pay and let us know if the payment is to be sent now, at a later date, or on a recurring frequency.
  7. Tap Continue.
  8. Review the payment details and tap Pay.

You’ll need to ensure the biller details are correct as we use this information to process your transaction. If these details are incorrect, the payment may go to the wrong biller and you may not get your money back.

Payments made before 3.30 pm EST/EDT Monday – Friday are generally received within one – two business days.

BPAY payments do not have limits set by us – you can make payments up to your available funds balance, but the biller may impose their own limits. 

If you need assistance with making a payment, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

To help keep your money safe, we’ve set a daily Pay anyone transfer limit of $5,000. All payments made from your accounts held with us using the Pay anyone payment option will be counted towards this daily limit.

Feel that this is not enough? You can increase this to $10,000 or $20,000. You can also reduce this limit to $2,000 or remove this function altogether. 

Internet Banking 

  1. Log into Internet Banking.
  2. Navigate to the Manage tab from the main menu and select Payment limit.
  3. Select your preferred daily payment limit.
  4. Select Continue.
  5. Select Generate Security code and we’ll send a code via SMS. Enter this code and select Continue.

Mobile Banking 

  1. Log into Mobile Banking.
  2. Navigate to the Settings tab from the main menu.
  3. Tap Payment limit.
  4. Select your preferred daily payment limit.
  5. Tap Continue.
  6. Select Generate security code and we’ll send a code via SMS. Enter this code and select Continue.

Just remember, increasing your daily payment limit can increase your liability for unauthorised transactions. 

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Open Banking

You now have an easy and secure way to share your banking information with accredited organisations.

Open Banking is part of the Australian Government’s Consumer Data Right and is the secure way to give organisations access to your banking information. You have control over how your data is used, and to whom it is given.

Yes. You can only share your data with organisations accredited by the Australian Consumer and Competition Commission (ACCC).  These organisations must meet strict privacy and security safeguards.

To learn more about how we handle your data, please read our Privacy Policy.

To share your data via Open Banking, you’ll need to:

  • be at least 18 years old 
  • be registered for online banking and have an up-to-date registered mobile number, and 
  • have an open and eligible account. 

Currently we can only share data that is solely in your name. Joint account data will be made available in the future.

No. Whether to share your data via Open Banking is your choice. We’d never share your data without your consent, unless legally required to do so.

The following data can now be shared on accounts solely in your name:  

  • account list 
  • transaction list and details 
  • account balances 
  • direct debits 
  • scheduled payments 
  • customer details (only authorised user details will be shared), and 
  • organisation details including your business ABN, business address and contact details. 

Joint account data will be made available in the future. 

First an accredited organisation will need to request that you share your banking information with them. After providing consent through their website, you’ll be securely redirected to log in to Challenger.  

  1. Enter your User ID. 
  2. A one-time password will be sent to your registered mobile number. 
  3. Enter this one-time password and follow the prompts to confirm what data you’d like to share. 
  4. We’ll share your data with that organisation using a secure connection.

You’ll never be asked to share your User ID or banking password. 

If you didn’t receive your one-time password, select Resend one-time password. A new one will be sent to your registered mobile number.  

For help, call us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.

Your data sharing consent may be ongoing for up to 12 months, or a one off. This will be requested by the accredited organisation you wish to share your data with. 

When a consent period has expired, you can renew this through the accredited organisation.  

You can stop sharing your data at any time. To find out how, refer to how do I stop sharing my data? 

There’s no charge for you to share your data with an accredited organisation.

You can view your active and archived consents at any time from within Internet Banking by navigating to your Data sharing dashboard. 

No. You can’t modify an established data sharing consent. If you’d like to share additional data, you’ll need to create a new data sharing consent through the accredited organisation.  

You can stop sharing your data at any time. To stop sharing data refer to how do I stop sharing my data?

You can stop sharing your data at any time from within Internet Banking.

  1. Navigate to Data sharing and select Active. 
  2. Select the accredited organisation you wish to stop sharing your data with and select Stop sharing.  
  3. Review Are you sure you want to stop sharing? to understand the Things you should know before you stop sharing
  4. Confirm you wish to stop sharing by selecting Yes, stop sharing.

Yes. We’ll stop sharing your data immediately after you’ve made the request. Your request can be made from Internet Banking.

If you stop sharing your data with an accredited organisation, you can contact them and ask them to delete your data from their records.

If you think the data we’ve shared with an accredited organisation through Open Banking is incorrect, contact us on 1300 221 479 Monday to Friday, between 8.30 am – 4.30 pm EST/EDT.  

We’ll aim to correct your data within 10 business days and notify you, by email, whether a correction was made, and if not, provide the reason and options available to you.  

You can read more about the Open Banking and the Consumer Data right at Consumer Data Right.

 

*All depositors are protected by the Government guarantee. For further details, please refer www.fcs.gov.au.

This information is intended to be general only and has been prepared without taking into account your objectives, financial situation or needs. Because of that, you should consider its appropriateness, having regard to your objectives, financial situation and needs before acting on any such information. You should obtain and consider the relevant Target Market Determination (TMD), General Terms, Product Disclosure Statement (PDS), Fees and Charges Schedule and Interest Rate Schedule before making a decision about whether to acquire or continue to hold the relevant product.

Issued by Challenger Bank Limited (ABN 54 087 651 750, AFSL/Australian Credit Licence 245606) which is an authorised deposit-taking institution (ADI) regulated by the Australian Prudential Regulation Authority. Challenger Bank Limited is a part of the group of companies constituted by Challenger Limited and its subsidiaries (Challenger Group). No other entity in the Challenger group apart from Challenger Bank Limited is an ADI, and that entity's obligations does not represent deposits or other liabilities of Challenger Bank Limited. Challenger Bank Limited does not guarantee or otherwise provide assurance in respect of the obligations of that entity, unless noted otherwise.