Help
How do I contact Australian Military Bank?
How do I report my Visa card lost or stolen?
How to report a scam?
How do I make a complaint?
What do I do if I lose my phone (or it's stolen)?
What do I do if there's been fraudulent transaction on my account?
What do I do if I've made a payment to the wrong person?
I can't log into the App?
Security & Scams
Protecting Against Scams
How do I protect my accounts?
What should I look out for to reduce the chances of being scammed?
What should I do if I think I've be scammed?
Know Your Customer (KYC)
What is Know Your Customer?
How do I confirm my personal details for KYC?
What personal and/or business details will I need to confirm for KYC?
Where can I find my Medicare details?
I've been a member for a long time, why do I need to confirm my details for KYC?
My identity verification failed, what should I do?
I have a joint account, what happen if the other person does not confirm their details?
Why am I not able to skip the KYC request to confirm my personal details?
What happens if I don’t confirm my details?
What happens if I do not have ID?
How often do I have to confirm my personal details?
Vulnerable Members
How do you help vulnerable members?
What is financial abuse?
What support is available if I'm in a domestic violence situation?
Do you accept alternative IDs to open accounts for vulnerable members?
Digital Banking
General Digital Banking
Why do I need a Secret Question for digital banking?
What is a one-time-passcode (OTP)?
How do I set up SMS Alerts?
How do I update my contact details?
Can I access digital banking overseas?
How can I personalise my dashboard?
Why is my member number not being accepted in digital banking?
Mobile App
How do I register for our Mobile Banking app?
What operating system does the Mobile Banking app support?
I can't log into the Mobile Banking app?
Can I use the Mobile Banking App on multiple devices?
What information does the Mobile Banking app store on my phone?
Can I use FaceID or my fingerprint for great security with the Mobile Banking app?
How do I create a passcode for the Mobile Banking App?
What do I do if I forget my passcode or enter it incorrectly for the Mobile Banking App?
Internet Banking
How do I register for Internet Banking?
Should I save my Internet Banking password in my browser?
Can I access Internet Banking overseas?
How long can I leave the Internet Banking site open?
What browsers is Internet Banking compatible with?
Why is Internet Banking not appearing?
Why is the Internet Banking login screen not appearing?
How many times can I attempt to login Internet Banking?
Confirmation of Payee
What is Confirmation of Payee?
How does Confirmation of Payee work?
Will Confirmation of Payee prevent my payment from going through?
Can I still make the payment whatever the match outcome?
What should I do if the account number field doesn't accept the full number?
I am trying to pay someone and am getting a "no match" outcome. What should I do?
Will others be able to see my name through Confirmation of Payee?
Can I opt out of having my name displayed to others?
Xero Integration
Open Accounts
How do I open a bank account?
What ID is required to open an account?
How do I have my ID certified?
What ID is accepted when I live overseas?
Can we open a joint bank account?
What happens if the ID verification online fails?
Will I have to verify my ID more than once?
Why do you need to know my Foreign Tax Residency status?
What happens if I don't provide a tax file number?
Use & Manage Accounts
Manage Accounts
How will I receive my account statements?
Do I need to let you know if I'm travelling overseas?
What is a power of attorney?
What is an authorised signatory?
What should I do if I'm being deployed overseas?
Can I authorise someone else to operate my accounts?
Can I change from one type of Everyday account to another?
What happens if I don't use my account regularly?
Why is my account dormant?
How do I reactive my dormant account?
Withdraw & Deposit Cash
Can I use Bank@Post for deposit or withdraw cash?
Which ATMs can I use for free?
What are the daily transaction limits for cash?
Send & Receive Money
What is the BSB for Australian Military Bank?
What are the daily transaction limits?
How do I cancel a Direct Debit?
How to make a BPAY payment?
Can I schedule payments to be made in the future?
How do I update or cancel a future dated payment?
Why did my BPAY payment not go through?
How can I check a BPAY payment has been made?
How do I send a SWIFT payment?
How do I send / receive money from overseas?
Visa Card
How do I set a secure PIN?
How do I change my Visa card PIN?
How do I add my Visa card to my Digital Wallet?
What is Visa payWave?
What is the payment limit to tap with Visa payWave?
Can I pay my bills with my Visa Debit card?
How do I cancel a recurring Visa Debit card payment?
Can I get cash out using Visa payWave?
Why should I select credit for point of sale transactions?
What do I do if my Visa card is lost or stolen?
Cheques
Everyday and Savings Accounts
Military Rewards Account
Online Saver Account
Who can open an Online Saver account?
Can I pay bills from my Online Saver?
How do I earn bonus interest with my Online Saver account?
What is a linked account for my Online Saver?
Kids Accounts
Can I open a Military Kids account for my child?
Can my child have a Visa Debit card?
What happens to a child's account when they turn 18?
Relationship Rewards
Military Clubs Account
Christmas Club Account
Term Deposits
What happens at the end of my term deposit term?
Can I withdraw from my term deposit early?
What's the difference between Investment Plus and Income Plus term deposits?
Can I fund a new term deposit from an account with another bank?
Home Loans
Can we apply for a joint home loan?
What happens if I'm deployed and cannot sign loan documents?
Can I choose how often I make repayments?
Which home loans offer an offset account?
Can I make extra payments on my home loan?
Can I redraw money from my home loan?
Is there a penalty for paying out my fixed rate home loan early?
How can I find my current home loan interest rate?
How do I change my home loan repayment amount?
How long do I have to build my home with a construction home loan?
What happens with my construction home loan after my house is built?
How do the progressive draw downs work for my construction home loan?
What is a Rate Lock?
Can I extend my Rate Lock?
When can I request a Rate Lock?
When is my rate locked in?
How do I request a Rate Lock?
How long does a Rate Lock last?
Which loans are eligible for Rate Lock?
Is there a Rate Lock fee?
What should I consider before choosing a Rate Lock?
Credit Cards
What is the interest free period?
What is a cash advance?
How does the 0% credit card balance transfer work?
How can I change my credit card limit?
Can I add additional cardholders to my Visa Credit card?
How do I cancel a reoccurring Visa credit card payment?
What are my Visa Credit card repayments?
Car Loans
Can I choose my repayment frequency for car loans?
Can I make extra repayments on my car loan?
Can I redraw extra repayments from my car loan?
Can I buy a boat using a car loan?
Personal Loans
What can a personal loan be used for?
Can I choose my repayment frequency for personal loans?
Can I make extra repayments on my personal loan?
Can I redraw extra repayments from my personal loan?
Green Loans
Insurance
Car Insurance
How do I make a car insurance claim?
Do you offer flexible car insurance premium payment options?
How do I update the details on my car insurance policy?
Do you guarantee car repairs?
Does CGU cover electric (EV), hybrid and plug-in-hybrid (PHEV) vehicles?
What is an excess in car insurance?
Can I choose my own car insurance excess?
Home Insurance
How do I make a home insurance claim?
Do you offer flexible home insurance premium payment options?
How do I update the details on my home insurance policy?
Can I choose my own home insurance excess?
Do you guarantee home repairs?
Can I insure for more than your online building and contents calculator says?
What is the difference between General, Valuable, and Portable Contents.
What is Accidental Damage Cover in my Home Insurance policy?
Can I choose my own repairer for my home repairs?
Barracks Insurance
How do I make a barracks insurance claim?
Do you offer flexible barracks insurance premium payment options?
How do I update the details on my barracks insurance policy?
How long can I be covered under Barracks Insurance when I’m deployed?
Am I covered if a personal belonging gets damaged whilst relocating between barracks?
If my belongings are damaged, will they be replaced with new items?
Landlord Insurance
How do I make a landlord insurance claim?
Do you offer flexible landlord insurance premium payment options?
How do I update the details on my landlord insurance policy?
Am I covered if my tenant damages my property or contents?
Can I choose my own repairer for my investment property repairs?
Travel Insurance
Superannuation & Retirement
What does ‘Capital Guaranteed’ mean?
How do I access my Capital Guaranteed Super / Pension account?
Is there a minimum balance for Capital Guaranteed Super account?
Can I choose fixed term investment option for Capital Guaranteed Super account?
Is there a minimum balance for a Capital Guaranteed Pension account?
Can I choose fixed term investment option for Capital Guaranteed Pension account?
Do you offer deposit accounts for SMSFs?
Can anybody open a DIY Super Saver account?
How do I qualify for a Pension Access account?
About Us
- All Categories
- Security & Scams
- Know Your Customer (KYC)
- My identity verification failed, what should I do?
My identity verification failed, what should I do?
If your identity check fails, it is generally it will be related to how your details have been inputted.
You should check:
- Drivers Licence - you have not confused the drivers licence and card numbers.
- Medicare Card - your card to see if the full middle name is shown or just the first initial as well as that you have entered the correct individual reference number (the number located to the left of your name).
If you still experience issues, please call us on 1300 13 23 28 (Monday to Friday 8am-6pm, Sydney time). You can also visit your local Australian Military Bank branch to provide the information.
