Online Banking FAQs

You can set up different access levels for your accounts which will determine the operations available for each. Depending on your access level you can hide an account or limit the access to view only. You can do this by selecting the Manage accounts" option under"Self-management" in internet banking.
You can manage your mandatory/optional alerts via  internet or mobile banking,  For internet banking, click on "Alerts">"Alert delivery settings" and then select where you would like to receive alerts. For mobile banking, log in to the mobile banking app, click on "User">"Alert delivery settings" and then select where  you would like to receive alerts.

Once you've opened any of our transaction or savings accounts online you will receive automatic access to RACQ Internet Banking.

First, you will receive a confirmation email prompting you to send us some ID for verification. Once verified, we’ll send you an SMS with your Bank ID, temporary password and details on how to log in. Verification of your identity should occur within one business day; however, time frames may vary.

If you are an existing member, or you do not wish to open an account online, you can register for Internet Banking access by completing our Online Access Form, calling us on 13 1905 or popping in to your
local RACQ Bank branch.

Cyber receipts are available in your online activity. You can view these for the last 30 days.
Your Bank ID is an 8 digit number and can be found on Visa Card or rediCard or on your latest statement. Alternatively, you can call us on 13 1905 and we can provide this to you.
You can view saved payees (including PayIDs) in internet banking by navigating to "Payment/Transfers">"Manage payee". Saved billers are visible under "Payment/Transfers">"Manage Billers and Templates".

You can also view these in the mobile app under "Transfers">"Address book".
When you're updating your mobile number please enter the number in international format. This means you drop the '0'. So if your number is 041234567, please enter 41234567.

"Available to disburse" is the loan amount that can still be disbursed on mortgage loans that fund a construction.

If your loan account does not have a redraw facility then you cannot view or access any extra funds you have paid into your loan. If you have a redraw facility, the"redraw amount" amount will be displayed and available for transfer.

You can set your date range to see transactions from the past 8 years.
You can see all transfers you've made through mobile or internet banking. Just log in to your preferred online banking platform and check your transaction history.
The annual interest summary is currently unavailable through internet banking. If you need an interest summary please download your annual 30th June statement/s through online banking, Alternatively, you can also call us on 13 1905 or visit your nearest RACQ Bank branch for more information.

For security reasons, you'll automatically be logged out of internet banking after 10 minutes of inactivity. If this occurs you may receive the warning "We detected an already active session for this user" when you log in again. Simply click on "Ok" to continue.

You can register a PayID by selecting "Register a PayID" in either internet banking or the mobile banking app. From here you can choose to register the mobile number or email address we have on file for you and link it to your preferred transaction account.

Your online activity includes everything you have done through internet banking and the mobile banking app. This includes when you last logged in, any changes you made and the transactions you've completed. You'll see your online activity from the past 30 days.

You can add payee details (including PayIDs) by navigating to "Payment/Transfer" and then "Manage payee" on your internet banking platform. You can also add payee / PayID details as a template either directly under "Manage billers & templates" or saving biller details as a template after completing a transfer.

You can change your nickname through online banking by navigating to "Manage accounts".

A template is a saved transaction with a payee or biller which you can re-use to complete new payments/transfers from the same accounts to the same payees / billers

You can create your own template in internet and mobile banking by saving a payment after you complete it. You can separately create a template through internet online banking by going into "Payment">"Transfers">"Manage billers and templates".

Your bank statements are available for you to view and download directly through internet banking. Simply log in to internet banking, navigate to "Statements" and select the account and statement period you would like to see. The statement period will default to the last year but you will be able to retrieve statements for the past 8 years by changing the date range. If you're using mobile banking, please access the mobile browser in your device to download your bank statements

If you've forgotten your username or password simply go to the internet banking or mobile banking login screen. Click on "Forgot your Bank ID or Password", enter your Debit Card and PIN and click on "Submit".

If you don't have your Debit Card handy just call us on 13 1905 and we'll reset your password for you.

You can send messages safely and securely through internet banking. Simply login and select the "Secure messages" option. Select the subject which best describes what your message is about and type a brief note to us. Once we receive your message one of our friendly customer service staff will respond, usually within 1 business day.

You can send messages safely and securely through internet banking. Simply login and select the "Secure messages" option. Select the subject which best describes what your message is about and type a brief note to us. Once we receive your message one of our friendly customer service staff will respond, usually within 1 business day.

You can transfer money online via internet banking or the mobile banking app. Log in to your preferred online banking platform using your Bank ID and password. Click on "Transfers and Payments" and select the payment type. From here you can complete a domestic payment (to payee or PayID), pay a biller (BPAY) or make transfers between your accounts. Once you’ve entered the amount you wish to pay, click "Submit" and follow the review and authorisation process to complete your transfer.

If you've previously registered for internet banking but have not logged in since September 2017, you'll need to re-register to access online banking. If you've logged in to internet banking after September 2017, your existing username and password will still work with our system. If you've forgotten your password you can reset it through internet banking. Just enter your Debit Card number and Debit Card PIN to access the system and set up a new password. Alternatively, you can call us on 13 1905 and we'll reset your password over the phone. Remember, your username is your Bank ID. If you've forgotten your Bank ID just call us on 13 1905 or visit an RACQ Bank branch to receive it again.

Transactions from the past 30 days are shown by default on the RACQ Bank online banking platforms. If you like, you can view transactions from the past 8 years simply by selecting 'Search' and changing the date range. You can view past transactions up to 12 months at a time.

Internet banking is compatible with Internet Explorer (IE11 and higher), Chrome, Safari and Edge browsers. Mobile banking is compatible with current versions of Google's Android (6 and higher) and Apple IOS (10 and higher). Please update your browser if you're having trouble with online banking and give us a call on 13 1905 if you still can't access the platforms.

To increase your online security we recommend using your mobile phone for two-factor authentication. Under certain circumstances you may be able to use your email instead. If you don't have a mobile phone, reception in your area is poor, or you'll be overseas just contact us on 13 1905 or +61 (0) 7 3845 4851 to make alternative arrangements.

To keep you safe online your internet or mobile banking password needs to meet certain security requirements. Please choose a password that is a minimum of 8 characters, up to a maximum of 20. Your password must contain at least 1 uppercase letter, 1 lowercase letter, 1 number and 1 special character. If you've registered your mobile device you can log in with a PIN or use biometric security such as fingerprint or Face ID. To change your password online just visit internet banking and navigate to "Self-management">"Change password">enter your old password and then new password, confirm your new password and then click on "Change password".

To update your password in our mobile app click on "User">"Password change", enter your old password, your new password and then confirm your new password.

Default daily limits are set at $10,000 for external transfers, $20,000 for BPAY and $1,000 for PayID payments. To help you manage your money easier, there's no transfer limit between your own RACQ Bank accounts.

We recommend changing your banking password periodically to increase your security online. You can change your password online through internet banking or in the mobile app. If you’ve forgotten your password you'll be able to log in to internet banking using your Debit Card and PIN and then you'll be able to set a new online banking password. If you don’t have your card handy, just call us on 13 1905 and we'll reset your password over the phone.

You will need to be registered for internet banking to use the RACQ Bank mobile app.

Download the app to your phone, and launch. Log in using your internet banking credentials, IE: your Bank ID and password.

Yes. If you have already installed a QT Mutual Bank Visa Debit card in your digital wallet (i.e. the Android, Apple or Samsung pay payment method), simply reinstall your card through the relevant digital wallet on your device and the digital image of your card will switch over to RACQ Bank's. From here, you can continue making purchases as normal.

The physical, plastic version of your QT Mutual Bank-branded Visa Debit card in your actual wallet will continue to function as normal. Please note rediATM cards, RACQ Bank credit cards and your QT Mutual Bank credit card cannot be used.

To start the process of receiving money from overseas, complete this online form

In it, you will need to:

  • Choose the country from which you are receiving funds
  • Complete the relevant information in the form and submit.

You will then be presented with the PDF deposit instructions. Please save this for your reference.

Default daily limits are set at $10,000 for external transfers, $20,000 for BPAY and $1,000 for PayID payments. To help you manage your money easier, there's no transfer limit between your own RACQ Bank accounts.

Contact us immediately – we're here for you 24/7.

If you're calling within Australia:

13 1905 

From overseas:                          

+61 (0)7 3845 4851

We will cancel your card and begin the process to order a replacement. 

If you’re within Australia, your replacement card should arrive by post within 7-10 business days. If overseas and in an emergency, an international courier can be used – fees apply.

If this card is in your Apple Wallet, once your new card has been ordered, it will be reactivated in the wallet within 1-2 business days.

Alternatively, you may order a replacement Visa Debit or rediCARD by filling out our Card Access - order card form

Do you need to report a lost, stolen or damaged credit card?

Currently, the RACQ Bank mobile app does not support international money transfers. For information on how to transfer money internationally using RACQ Bank, visit our International Services Sending Money page.

Yes. Our Internet Banking platform uses world-class https encryption; Transport Layer Security (TLS); 2FA, 2-step verification to ensure your transfers are secure; and the security of automatic session logouts. 

To help bolster your own security online, we recommend you ensure to:

  • Manually log out after each session;
  • Never save your login details on a shared computer;
  • Clear cookies after each session;
  • Never share your Internet Banking details.

RACQ Bank suggests you change your card PIN anytime you know or suspect it has been used fraudulently. For your own security, keep your card and PIN safe by always keeping your PIN in a secure place; carrying your PIN and card separately; and calling us immediately if your card is lost or stolen. Download our PIN and pass code security guide for more information on how to keep your card, PIN and transactions secure.

For Visa Debit and rediCARD PIN services, call us on 13 1905 or drop into your nearest RACQ Bank Branch.

For credit cards, phone 1300 912 667.

Yes. These transactions work just the same as regular EFTPOS payments, with the convenience of not requiring you to enter your PIN. Digital wallet transactions require various authentication methods to verify your identity before proceeding with payment, and payWave transactions are capped at $100. 

For your own security, we advise you always keep your payWave-enabled card and digital wallet in your possession; never carry your PIN and card together; always verify the amount before, and ask for a receipt after, tapping your payment; and do not allow anyone else to use your digital wallet or payWave-enabled card.

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Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Terms, conditions, fees, charges and lending policies apply. This information does not take your personal objectives, circumstances or needs into account. Read the disclosure documents for your selected product or service, including the Financial Services Guide and the Terms and Conditions, before deciding.

Except for RACQ Bank, any RACQ entity referred to on this page is not an authorised deposit-taking institution for the purposes of the Banking Act 1959 (Cth). That entity’s obligations do not represent deposits or other liabilities of RACQ Bank. RACQ Bank does not guarantee or otherwise provide assurance in respect of the obligations of that entity, unless noted otherwise.

Mortgage Saver is only available for new lending to RACQ Bank. Customers with an existing home loan can switch to Mortgage Saver with a minimum $20,000 in additional new lending.

RACQ Bank provides customers with credit assistance in relation to the RACQ Bank Credit Card and also gives assistance to customers in relation to credit limit increases for the Card. RACQ Bank assists customers as part of our arrangements with the card issuer, Citigroup Pty Limited.

Fees and charges apply. Terms and conditions apply and are available at https://www.cardservicesdirect.com.au/cardservices/useful_forms.htm. Citigroup’s credit criteria apply. Current Card Services Credit Card holders are not eligible to apply for introductory offers. Offers are available to customers who submit their application by 31 January 2019 and may be extended.

The 0% p.a. promotional interest rate applies to balances transferred with this offer at the point of application, for a period of 14 months for the RACQ Platinum Rewards Credit Card and 12 months for the RACQ Low Rate Credit Card once the balance transfer is processed. At the end of the promotional period, any outstanding transferred balances will revert to the variable Annual Percentage Rate for cash advances, currently 21.74% p.a. Your total balance transfers with this offer may not exceed 80% of your credit limit.

Card Services is a division of Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098, Australian credit licence 238098 (Citi). Citi is the credit provider and issuer of RACQ Bank Credit Cards (Credit Cards). Members Banking Group Limited ABN 83 087 651 054 trading as RACQ Bank (RACQ Bank) promotes the Credit Cards, and assists cardholders, as Citi’s agent, under an agreement with Citigroup. RACQ Bank does not and will not guarantee or otherwise support Citi’s obligations under the contracts or agreements connected with the Credit Cards.

Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Fees, charges, terms and conditions apply. Contact us for a copy. This is general advice only and may not be right for you.

You can only create a PayID within mobile or internet banking by linking it to an eligible account. Not available on some accounts.

Biometric identification features are compatible with selected devices only, noting that some devices may not be able to use particular Biometric identification methods. For Android, selected biometric features should be available on devices with android v 4.4 or greater, provided that feature is available in device. For iOS device, any device that is running with IOS version 9,10 or 11(or greater), provided that feature is available in device.

The Apple logo and Apple Pay are trademarks of Apple Inc., registered in the U.S. and other countries. Google Pay, and the Google Pay Logo are trademarks of Google Inc. Samsung Pay is a trademark or registered trademark of Samsung Electronics Co., Ltd.