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General FAQs

  What is the BSB number for Qudos Bank?

Our BSB is 704 865 (for domestic transfers only).

This BSB applies to all Qudos Bank products.

If you are transferring funds from overseas, please contact us and we'll provide you with the BSB and SWIFT code for international transfers.

  What is a direct debit?

Direct Debits allow you to authorise a merchant or business to automatically debit your transaction account or Visa Card.

If you notice that the merchant or business has debited your account for an incorrect amount or frequency, you should contact them directly to resolve this.

A Direct Debit on an account is when you have authorised a merchant or business to debit your loan or savings account by quoting a BSB and an account number. The payment may be a one off payment or a scheduled re-occurring payment which has been set up by the third party (i.e. gym membership, utility company).

A Direct Debit on a Visa Debit/Credit Card is when you have authorised a merchant or business to debit your account by quoting your Visa card number. The payment may be a one off payment or a scheduled re-occurring payment which has been set up by the third party (i.e. gym membership, utility company).

If you would like to block a direct debit, please refer to the following FAQ.

  How do I block a direct debit?

Direct Debit on an account

If you would like to block a direct debit which is set up on your transaction or savings account, you must contact us at least two business days before the next transaction is scheduled and we can block the debit. You should also advise the merchant/business in writing to understand whether there are any fees or charges associated from their end.

To advise us of your request, you can phone us on 1300 747 747, send a secure mail through Online Banking or complete the Direct Debit Cancellation Request form. The direct debit block will be applied immediately upon your request.

If you change your mind at a later stage, please call us and we can remove the block. Qudos Bank does not charge a fee for blocking a direct debit.

Please contact us if you have any questions and we can guide you through the process.

Direct Debit on a Visa Credit or Visa Debit card

To block a direct debit which is set up on your Visa Credit or Visa Debit card, please complete the Visa Card Cancellation Request form and forward to the merchant/business before the next transaction is scheduled. Please note, some businesses may require a longer notice period and you should check this directly with them.

If the debit continues, we can contact the merchant/business on your behalf, provided we have a copy of the original request form which was sent to them. Additionally, we can cancel the card immediately and issue you with a new one.

Please note, before requesting to cancel a direct debit, please check with the merchant/business to confirm the that you're abiding by the agreement which was entered into.

  Can I add a temporary block on a direct debit?

Yes, we can temporarily suspend the direct debit, provided that you contact us at least two business days before the next payment is scheduled.

We also suggest that you contact the business or merchant directly to advise them of the suspension.

  Can I modify the date and amount of a direct debit?

To modify the scheduled date or repayment of your direct debit, you will need to contact the merchant or business directly.

If you have set up an periodic payment (auto transfer) please refer to the following FAQ.

  What is a periodical payment (auto transfer)?

A periodical payment is an electronic transfer of funds to another account. The transfer can be set up as a one off or a recurring payment (weekly, fortnightly or quarterly) and can be to an internal or external bank account. They can also be set up via Bpay.

Periodical payments can be modified, suspended or cancelled at any time by accessing Online Banking or by contacting us on 1300 747 747.

By setting up a periodical payment, you have more control over the transfer as the authority is held with Qudos Bank instead of the merchant or business.

You can:

  • Change the date;
  • Change the frequency;
  • Change the amount; or
  • Suspend the payment temporarily or permanently.
If you are unable to modify a request or you require further assistance, please contact us on 1300 747 747.
  I’ve forgotten my Card PIN. How can I change it?

You can change your Card PIN within Online Banking or our Mobile App. Within Online Banking visit the “Services tab”” within your dashboard menu and select “Card Management”. Choose your card and select the option to change your PIN. Within the Mobile App navigate the menu items to “Card Management”, select the card you want to change a PIN for and follow the prompts to change your PIN.

If you’re not registered for Online Banking, please call us on 1300 747 747 and we will have a new PIN mailed out to you.

  What is the daily payWave limit?

The daily limit for Visa payWave transactions is $200 and you can make an unlimited number of transactions up to this amount. The individual payWave transaction amount must not exceed $100, for larger transactions you will need to insert your card and enter your PIN.

  How can I make a cash or cheque deposit?

Cash and cheque deposits can be made at any Qudos Bank branch, Westpac branch or participating Australia Post offices. Please note, coin deposits can only be made at Westpac branches.

To deposit money at a Westpac branch, you need a pre-encoded deposit book which can be provided at no cost by calling us on 1300 747 747.

To make a deposit at Australia Post, you need the card which you wish to make the deposit into and your PIN. Please note that Australia Post may have a limit for accepting cash deposits.

  How long does it take for a replacement card to be sent?

If your card has been lost or stolen, please ensure you contact us immediately. We will re-issue a new card which will take between 7-10 days to be posted out to you.

It's important that we have the correct postal address for you - If you are away from home, you must contact us to make alternative arrangements to ensure your card remains secure.

  What should I do if I find an unauthorised transaction on my account?

If you find an unauthorised transaction on your account, please call us immediately on 1300 747 747 and we will investigate any loss in accordance with the ePayments Code. We will provide you with the outcome in writing within 21 days.

  Do I need to inform you that I am travelling overseas?

For security reasons, it’s a good idea to let us know when you go overseas.

You can send us a secure mail via Online Banking or call us on 1300 747 747 to advise us of your travel itinerary and your best contact details while you're away.

  What International ATMs can I use?

Your Qudos Bank Visa card will work in any overseas ATM as long as it supports Visa. Please ensure that when you are withdrawing cash from an international ATM, you select the credit option.

  What fees will I be charged when using an International ATM?

Overseas ATM charges are charged by the owner of the ATM, so unfortunately we cannot say how much these will be. Before you continue with the withdrawal, the ATM should ask you to confirm this fee.

 

Online Banking FAQs

  How do I register for Online Banking?

Call us on 1300 747 747 and our service team can help set up your Online banking details. Alternatively, you can pop into one of our branches.

Once you've registered, you can find Online Banking in the top right hand side of our website.

  How do I get a password for Online Banking?

You can obtain an Online Banking password by visiting your nearest branch or calling our Member Call Centre on 1300 747 747.

Your first Online Banking password will be a random password. When you access Online Banking for the first time you will be asked to change this password.

  What do I do if I forget my Online Banking password?

If you forget your Online Banking password, you can have it reset by calling us on 1300 747 747 or visiting your nearest branch.

  How long will it take for my transfer to reach an account at a different financial institution?

Transfers to accounts at other financial institutions will usually take 24 – 48 hours to arrive in the destination account. Please note that funds transferred on a weekend or public holiday may take longer as they will leave your Qudos Bank account during end of day processing on the next business day.

End of day processing occurs each weekday at 4pm.

  How do I activate my new card?
  • Log into Online Banking.
  • Once you are logged in, click on 'Services' and then 'Activate Card' in the drop down.
  • You will need to ensure you have QSafe SMS activated and request your code.
  • Select the cards to be activated and follow the prompts.

If you don’t have access to Online Banking, please call our Contact Centre on 1300 747 747.

 

Qudos Bank App FAQs

  Before I register the app, is there anything I need to do?

1. Make sure you are registered for online banking

2. Change your Online Banking password. If you haven't changed your Online Banking password in some time we'd recommend you login and change your Online Banking password before registering the app to ensure a quick and easy registration process.

3. Update your mobile phone details in online banking

To register the new app, you will need a one-time password which will be sent via SMS. This SMS will be sent at no charge by Qudos Bank, however if you are overseas at the time of registering, you may incur some costs associated with data roaming.

Please ensure your phone contact details within Online Banking are current, check the numbers you have registered against mobile, business and home, ensuring at least one field contains a mobile number.

It is important that you enter your mobile number with 10 digits only e.g. 0412345678 i.e. please do NOT use any special characters or spaces otherwise you may experience problems registering the app.

4. Update your mobile phone or tablet device to the latest operating system.

The minimum operating requirements for the new App are as follows:

  • iOS software version 10.3 and above
  • Android software version 5.0 and above
  How do I register for Online Banking?

Call us on 1300 747 747 and our service team can help set up your Online banking details. Alternatively, you can visit one of our branches.

  Where do I download the app from?

For iOS users please visit the Apple App Store and search for “Qudos Bank” to install. If you have our old QActive App on your device the app will display as an update in the App store.

For Android users please visit the Google Play store and search “Qudos Bank” to install. If you have our old QActive App on your device the app will display as an update in the Play store.

  How do I register for the Qudos Bank app?

To register please have your Member number and Online Banking password handy. You’ll then follow the prompts to set up your chosen access pin and enable additional security like fingerprint or face ID, where available. Please note that registration requires a one-time security password to be delivered to your phone via SMS, so make sure that you have an active mobile signal. This one-time password will be sent via SMS at no charge by Qudos Bank, however you may incur charges associated with data roaming from your mobile provider.

Please see our Qudos banking app registration video for further information.

  What devices are supported?

The minimum operating requirements for the new App are as follows:

  • iOS software version 10.3 and above
  • Android software version 5.0 and above
  How do I download the new app on a tablet device?

Our app is now available on tablet and can be downloaded from either the App Store or Google Play.

  • For iOS users please visit the Apple App Store and search for “Qudos Bank” to install.
  • For Android users please visit the Google Play store and search “Qudos Bank” to install.
  I’m currently travelling overseas, how do I register for the new app?

For those of you who may be working or holidaying overseas, if you’d like to register for the new app while you’re away you will need to ensure your Mobile and Data Roaming services are activated at the time you’re registering to ensure you receive your one-time password. This one-time password will be sent via SMS at no charge by Qudos Bank, however you may incur charges associated with data roaming from your mobile provider.

  How do I notify you of when I am travelling?

You can now notify us of your travel plans via the Qudos Bank app both on mobile and tablet. From the home screen, select the app menu and scroll down to ‘Overseas Travel’.

From here, you’ll be able let us know of your travel plans. It will prompt you to input your travel dates (both departure and return dates), location (what countries you’re going too) and preferred contact details while away.

Ideally, you should aim to notify Qudos Bank of any travel plans before you plan to depart on your adventure.

  I’m living overseas, how do I access the new app?

If you’re living overseas and are using a mobile phone with an Australian mobile number please ensure your Mobile and Data Roaming services are activated at the time you’re registering to ensure you receive your one-time password. This one-time password will be sent via SMS at no charge by Qudos Bank, however you may incur charges associated with data roaming from your mobile provider.

If you have an International mobile number unfortunately you won’t be able to register our new app. You’ll continue to have access to our old QActive app for a short transitional period post the launch of our new app. After this date you will need to access Online Banking via your web browser on your device by visiting qudosbank.com.au.

We apologise for any inconvenience this may cause.

  Can I download the new app on a tablet device?

Our app is now available on tablet and can be downloaded from either the App Store or Google Play.

For iOS users please visit the Apple App Store and search for "Qudos Bank" to install.

For Android users please visit the Google Play store and search "Qudos Bank" to install.

  Can I access a non-personal (business or trust) account through the app?

Yes, you can use our Qudos Bank App to access non-personal accounts. The registration process is exactly same as a personal account.

Your access to non-personal accounts in the Qudos Bank App will replicate the same access and permissions you have within Online Banking.

If you have any issue in viewing the Business Name on our Qudos Bank App Dashboard, call us on 1300 747 747 and our service team can help set up your correct Business Name. Alternatively, you can visit one of our branches.

  Tell me more about Fingerprint and Facial Login?

The new app uses the native Fingerprint Login/Touch ID or Facial Recognition/Face ID capability of your mobile phone/tablet. For this reason, it is very important that you don’t allow others to register their fingerprints or facial features on your device, even if the operating system and mobile phone/tablet you are using allows it. Please also note that Facial Recognition/Face ID is not universally supported by the Qudos Bank App on all devices that offer Face ID.

  Can I download the App onto more than one device?

You can install and register the App on multiple iOS and Android devices. If you have multiple Memberships with us only one can be registered to use the app per device.

  I have a new phone or new tablet device. Do I need to register it again?

Yes. Each time you download the App onto a new device you’ll need to re-register. As a good security measure, please also remember to deregister your old device before selling or disposing of it.

  I’ve forgotten my app PIN. Can I re-set it?

Click the "Forgotten your App PIN?" link on the PIN screen and follow the prompts. You'll need to de-register your device, and re-register to re-set a Qudos Bank app PIN. Have your Member Number and Online Banking password handy.

  How do I change my PIN?

To change your app PIN select App settings within the menu, then select Change app PIN and follow the prompts.

  How do I access the menu and my accounts?

For iOS users you can access the menu by selecting the menu icon at the top left-hand side of the screen. For Android users the menu is also located at the top left-hand side of the screen however when navigating other screens within the app you will need to use the back arrow to go back to the dashboard and menu icons.

From the menu you can access all of the features and functions provided in the app and modify your app settings.

You can also use the 3 quick links at the bottom of the app screen, to view your accounts, pay someone or to view any quick balances you’ve set up.

  What can I do in the app?

With the new Qudos Bank App, you can:

  • Notify us of your overseas trip or travel plans
  • Quick Balance feature - select up to 4 nominated accounts to preview balances without logging in. You can change these at any time or turn it off
  • Manage payees – add new payees, edit payee details (if you wish to delete a payee please login to Online Banking and delete from there)
  • Manage billers - add new billers, edit and delete biller information
  • Scheduled payments – add, edit and delete scheduled payment details
  • Activate a new card
  • Set and change your card PIN
  • Change your app login PIN
  • Turn on or off various alerts for your cards, accounts, debits and credits
  • Register and de-register your mobile device/s.
  What's required to register for alerts?

The Qudos Bank app offers two options for receiving alerts – via sms and email. You may choose one or both of these methods to receive alerts.

Please note that as part of the registration for alerts, you may be asked to accept SMS alerts at $0.25 per alert and be asked to nominate an account to be debited each time an alert is sent. Please be assured that having completed registration for alerts, the gear-shaped icon at the top of the Alerts landing page will allow SMS alerts to be de-selected in favour of free alerts via email.

  Do I need to pay for alerts?

No, you can choose to use email alerts which are free of charge. If you choose to use SMS then a small $0.25 cent fee applies per alert.

  Can I pay a new payee from the App?

Yes, you can now pay a new payee from the Qudos Bank app. You’ll need the BSB and account details to complete the set up and transaction.

  What are the payment limits for the App?

Your existing Online Banking daily payment limits apply.

  Can I access secure mail from the App?

Secure mail is not available in the app at this time. This feature is only available via Online Banking. If you have a general enquiry you can get in touch with us quickly and easily via the app by going to the “Contact Us” section via the menu.

  Why can I see numerous scheduled payments in my dashboard menu?

If you have more than one Membership with Qudos Bank, or are a joint account holder, and or signatory on other accounts please note that all scheduled payments for all accounts will display within your Online Banking and Qudos Bank app dashboard. For example, you may have 2 payments set up on your personal Membership, and 3 set up on a joint or signatory account so you should see a total of 5 in your dashboard against an account.

  How do I logout?

To protect your accounts it is important that you log out of the app after you have finished your banking. To logout simply click on the LOG OUT button in the top right hand side of the screen and select “Logout” to continue. If you forget to logout we will automatically log you out when the app becomes inactive.

  How do I make a suggestion for improving the app in the future?

Please use the “App feedback” feature located in the top right of the menu to provide us with your ideas for future enhancements and release updates. You can also rate us in your app store, let us know what you think of the new features.

  What can we expect to see in future releases and updates of the app?

In future releases we hope to bring you additional features and functionality. While we can’t confirm release timings right now we can advise that we’re reviewing items such as providing access to e-statements within the app, functionality to allow applications for new products, ability to change your contact details within the app, secure travel notifications and much more. We’ll give you plenty of notice when new updates become available.

  What about other services?

Will you be introducing Apple Pay and Android Pay?

At this time we don’t have any immediate plans to implement these services. We will continue to review and assess the viability of new services in line with the benefit and cost to all our Members.

Will you be connecting to the New Payments Platform allowing PayID and Osko payment services?

Pay ID and Osko payments are on the roadmap of new services we’re looking to introduce, however we’ve yet to confirm a release date. We’ll definitely let you know once we can provide further details.

  What if I can't see all of the accounts that I expect to see?

Please call our Contact Centre on 1300 747 747, as we may be able to assist you.

  I have multiple Memberships I’d like to access from the app, how do I do this?

You can only register one Membership on the app, however if you’d like to view other accounts from your additional Memberships please call us for assistance. If your other Memberships are within the same name then we may be able to provide you with access to view your additional accounts.

  I am a joint account holder or signatory on another account, how can I view these in the app?

Any existing access you have on joint or signatory accounts within Online Banking should appear within the app. If you don’t currently have access to joint or signatory accounts within Online Banking you will need to call us to amend your details and access permissions on these particular accounts.

  Troubleshooting Tips

If you’re having difficulties registering the new app please run through our troubleshooting tips below.

If you’ve received an error message suggesting that your data is invalid we recommend that you:

1. Change your Online Banking password. If you haven't changed your Online Banking password in some time we'd recommend you login and change your Online Banking password before attempting to re-register the app.

2. Make sure your mobile phone details in online banking are up to date (must be an Australian Mobile number). Please check the numbers you have registered against mobile, business and home, ensuring at least one field contains a mobile number. It is important that you enter your mobile number with 10 digits only e.g. 0412345678 i.e. please do NOT use any special characters or spaces otherwise you may experience problems registering the app.

3. Update your mobile phone to the latest operating system. The minimum operating requirements for the new App are as follows:

  • iOS software version 10.3 and above
  • Android software version 5.0 and above
  Need help?

Please call us on 1300 747 747, Mon - Fri: 7am - 7pm (AEST) Sat: 9am - 5pm (AEST).

 

Live Chat FAQs

  When is Live Chat available?
Live Chat is available Monday to Friday, 8.30am – 6.00pm (AEST).
  How does it work?

When you are on one of Qudos Bank’s home loan website pages an invitation to connect to Qudos Bank Live Chat will appear. To begin a chat session, click "Chat Now" and you will be asked for some basic details along with agreeing to Qudos Bank’s Live Chat Conditions of Use and Privacy. Once you click "Chat Now" you will move into a secure chat session with an agent who can help with your home loan enquiry.

  What enquiries can I make through Live Chat?

Live chat is a service connecting you with our experienced lending specialists. Our dedicated team can help you with Home Loan product and application enquiries, general information around borrowing power, repayment options and calculator tools. They can also assist you to book an appointment with a lending specialist at a time convenient for you via telephone, skype or in one of our branches.

To protect your privacy, our Live Chat specialists can't see or conduct any maintenance on your accounts. If you require personalised assistance, we may refer you to our contact centre or secure email.

  Is it available within Online Banking?

At this stage Live Chat is not available within Online Banking, however it is on the roadmap for our new Online Banking platform coming in 2018.

  How secure is Live Chat?

Webchat uses TLS 1.2 256-bit to ensure a secure connection. Remember we won’t ask you for your account number or passwords — and we recommend that you are always careful about disclosing these details.

If you accept the chat, we may ask for your name, phone number and email address to assist with your enquiry, however providing this information is optional. What happens to any information I give you during a chat session?

  What happens to any information I give you during a chat session?

We store your chat transcripts securely for 7 years. Rest assured, we’ll never use the information you tell us in a chat session for marketing purposes.

  Can I get a copy of my chat transcript?

Yes. There is an ‘email chat’ option available after your chat has ended. To get a copy of the chat, please click this button. Please note that Qudos Bank employees are unable to send you a copy of the chat.

 

Online Security FAQs

  What has Qudos Bank done to safeguard my personal information online?
We have employed a range of security measures to help protect your personal information and transactions. These measures extend from data encryption to firewalls to automatic time-outs. Therefore, when you do your banking online with us, you can be assured that your banking is safeguarded and protected.

Learn more about our online security practices.

  What can I do to minimise the risk of online fraud?
  • Scams continue to evolve, so it's important to be resourceful and familiarise yourself with the types of online fraud you may encounter.
  • Check that you are using secure web address. In a secure site you will see "https:/". The letter "s" signifies that you are accessing a secured address.
  • Adopt responsible practices in relation to the protection of your own personal information
  What should I do if I get a suspicious email?

A suspicious email may contain any of the following:

  • A request for your Online Banking login details or card details
  • A link to a webpage or Online Banking login page
  • A request for your passwords.If you receive an email with any of the above, you can be confident that the email is NOT from us. We ask that you delete it immediately and that you do not click on any of the links
If you have clicked on the link in the email, please be sure to contact us immediately on 1300 747 747. Additionally, you should perform a scan for possible viruses and Trojans using up-to-date virus protection software. Should you require further information, please contact your software vendor or a certified IT specialist.

If you do not have anti-virus protection, we recommend that you do not use Online Banking until you have installed the current anti-virus protection.

If you would like to verify the authenticity of any email purporting to be from the us, please contact us on 1300 747 747.

  What should I do if I think someone has obtained access to my Member number or password?

Your Member number and password identify you to Online Banking and you must protect them at all times. Refer to our tips on protecting your password.

If you think that someone has accessed your member number and/or password you should:

  •  Login to Online Banking and immediately change your password
  •  Contact us to advise us of what has occurred..

 

Can't find what you're looking for? Please contact us on 1300 747 747.