Welcome to MoveBank

As with any new card, you will need to update your card details for all service providers that you have your MoveBank card  linked to. Once your new card has been activated on Moving Day, we recommend you update your card details for all associated services as soon as possible.

Yes, you can order a card in the new app and start spending immediately using a digital version, before your physical card arrives.

At this stage, there are no changes to card features or limits. You will be contacted if there are any changes planned.

If you're travelling during the Moving Day upgrade and won't be home to receive your new MoveBank Visa card, you can pre-activate your new card in the new MoveBank App. Your card will be ready to add to your digital wallet from Moving Day, ready for use. 

If you require ATM access for cash withdrawals, please ensure you arrange to have some extra cash on hand or carry another bank card that is available for ATM access, until you can obtain your physical MoveBank card.

Yes, if you currently hold an existing MoveBank Visa Card, we will be issuing you a new card with new card numbers.

You can activate your new card on the new MoveBank App or MoveBank Online.

It is optional to add your Visa Debit/Credit card to your Apple/Google wallet. This can be done in the new MoveBank App or MoveBank Online on Moving Day, once you have activated your new card/s.

If your card is not working after Moving Day, please contact us using the Live Chat feature in the new MoveBank App.

Your replacement Visa Debit card will come with a new PIN. You will receive this new PIN in a separate mail. If you have activated your new card prior to Moving Day, this PIN will remain the same. You will be able to change your card PIN in the new app if you wish.

If you have an existing transaction account, your card transaction history will be available after Moving Day.

No, your existing MoveBank cards will no longer work after we upgrade. Ahead of Moving Day, we will send you a replacement card - please follow the instructions supplied with this. 

You will be able to change your card PIN in the MoveBank App after Moving Day, once you have activated your card. 

No, ATMs require a physical card and PIN to check your account balance or withdraw cash.

You can report an issue or provide feedback on the new MoveBank App using the Live Chat or complete the feedback form on our website at https://move.bank/tools-resources/feedback

If you have push notifications enabled on your smartphone, you will receive app notifications alerting you to a new secure message from MoveBank.

If you can’t access the new MoveBank app after Moving Day, please call us on 1300 362 216 for assistance. We're here to help. 

If you currently share data with any Open Banking service, you will need to re-authorise your consent with these providers.

When the Term Deposit product launches in the new MoveBank Online and App, you will be able to change your Term Deposit maturity options.

When you download and login to the new MoveBank Online or App for the first time, you will be only be asked for your member number. We will then send you a password reset link to your nominated email address. You will then be able to enter a new password that you use to login to the new MoveBank Online or App.

Yes, using the new MoveBank Online and App, you will be able to change your daily transfer limit.

MoveBank Online is the new Online Banking portal. You can access it here.

Yes, you will have the option to enable push notifications on the new MoveBank app. You will have the choice of receiving general alerts, account activity notifications and payment reminders.

Please check your alert settings after we upgrade to make sure things are working as you expect them to.

You will be able to send us a message via the Live Chat in the new MoveBank App and Online Banking.

If you are overseas on or after Moving Day, you can receive One-Time Passwords (OTP) via SMS. If you are planning on using your Australian (+61) mobile number linked to your MoveBank profile during your travels, please ensure you have international roaming enabled on your mobile service.

If you are planning on using an international SIM card/mobile number while travelling, you will need to add this number to your MoveBank profile to continue receiving OTP via SMS.

If you have upcoming travel plans, please let us know as soon as possible.

The account activation process will require an SMS One-Time Password (OTP). As long as you have the ability to receive an SMS to the mobile number linked to your MoveBank profile, you will be able to activate your account.

Confirmation of Payee will be available on the new platform. Confirmation of Payee will check account details for all first-time payments or future-dated first-time payments to a BSB and account number. Additional checks may be made on payments made to an existing payee where it has not been used recently. You can find more information on Confirmation of Payee here.

All Commonwealth Bank, ANZ, NAB, and Westpac ATMs are fee-free and can be used to withdraw cash using your MoveBank Visa Debit card.

You can withdraw cash from any ATM, however ATM withdrawal fees may apply. Alternatively, you can deposit and withdraw cash via the Bank@Post service, available at your nearest participating Australia Post Office. 

You can deposit cheques via the Bank@Post service, available at your nearest participating Australia Post Office. 

Yes, the MoveBank branch at Level 1, 179 Ann Street, Brisbane will remain open and available during business hours, as listed on our website.

If you believe your account balance looks incorrect, please contact us on 1300 362 216.

For assistance with any account issues you are facing, please contact us using the Live Chat feature in the new MoveBank App or give us a call.

If you have any direct debits set up with service providers that use your MoveBank BSB and Account Number, you will not need to update them.

If you have any direct debits that are linked to your existing MoveBank Visa Debit or Credit card, they will need to be updated after Moving Day with your new card details, once you have received and activated it.

Yes, you will receive your monthly bonus interest, providing you have satisfied the account conditions for earning bonus interest.

When we calculate interest on your savings account(s), we’ll use the actual number of days in the year (366 days in a leap year and 365 days in other years) instead of using 365 days for every year.

To celebrate the launch of our new digital experience, we will be removing the $5 account keeping fee on our transaction accounts. Other fees and charges may still apply.

Interest will now be paid at the start of each month, rather than on the last day of the month.

You will not be charged any account keeping fees on your transaction accounts.

Yes, you will be able to open a Term Deposit within the new MoveBank Online and App.

If you have a MoveBank Home Loan or secured Car Loan, you’ll need to hold comprehensive, third‑party and public liability insurance on any property or vehicle used as security.

Interest charged on your loan account(s) will now line up with how often you make repayments (monthly, fortnightly or weekly).

When we calculate interest on your loan account(s), we’ll use the actual number of days in the year (366 days in a leap year and 365 days in other years) instead of using 365 days for every year.

You will not be able to make any external transfers (including BPAY) directly from your loan account on the new platform. If you have funds in your loan account that are available for redraw, you will need to transfer these funds to a transaction or savings account first before making any external payments.

If you don't have a MoveBank transaction or savings account, you can open one in a few minutes after Moving Day via the new App or Online Banking.

Check that you are using the correct BSB and account number. If you are still experiencing issues, contact us using the Live Chat.

We have updated our logo, colours, and overall look. You will see this on MoveBank statements, VISA cards, in the app, and on our new website. If you’re unsure whether a message is genuinely from MoveBank, contact us using Live Chat in the app or call 1300 362 216. 

With the new MoveBank Online and App, you can do more banking tasks yourself 24/7, with access to Live Chat on the app for support. You can also still phone us on 1300 362 216 during the operating hours listed on our website or visit us in our branch. 

If you are going to be overseas during the Moving Day period, please contact us as soon as possible to notify us. This will ensure that we can support you in getting you started in the new MoveBank Online or App.

Your cards, statement and communications from MoveBank will reflect our new branding from the time we upgrade. If you have any concerns about whether something is from MoveBank, contact us directly via Live Chat in the new MoveBank App or the phone number listed on our website.

This is the date that we upgrade. We will let you know as soon as you can start using the new MoveBank Online and App, as well as your new cards. 

If you have upcoming travel plans, please notify us as soon as possible.

Yes, the nicknames you have currently set up for your accounts will stay the same after we upgrade.

If you are having trouble navigating the new platform, please contact us using the Live Chat feature in the new MoveBank App. If you have forgotten your login or member number, please follow the online prompts to get support any time. 

To access digital banking features via the new MoveBank Online or App, you will need to register using a current email address and mobile number. Providing these details also ensures that we can continue to provide you with timely updates, support, and protection, especially as more services move online.

We understand that not everyone uses digital channels regularly, and we remain committed to supporting you in the way that suits you best.

No, we require a mobile number as this is the only way we can send you SMS messages with one-time codes. One-time codes add an extra level of security to your banking by using a two-step verification process.

If you do not have a mobile number, please contact us for assistance. 

A unique mobile number helps you receive updates, access more services, and keep your account secure. Without one, some services and security features are limited.

To be able to activate your account and get started on the new MoveBank Online or App on Moving Day, you will need to have provided us with your current email address and mobile number.

To access digital banking features via the new MoveBank Online or App, you will need to register using a current mobile number and email address. Providing these details also ensures that we can continue to provide you with timely updates, support, and protection, especially as more services move online.

We understand that not everyone uses digital channels regularly, and we remain committed to supporting you in the way that suits you best.

Please keep an eye on your email and letterbox for updates from us during the change. During this time, please stay alert to messages that don’t feel right. We will not ask for your passwords, one‑time security codes, or remote access to your device. 

Yes, MoveBank is still member-owned and committed to the ongoing sustainability and values of mutual banking in Australia. 

Yes, your login details for each of your accounts will remain the same for the first time you login to the new MoveBank Online or App. You will then be prompted to change your password.

You will be able to view your joint accounts when logged into your individual account.

Yes, if you are currently a shareholder, you will remain a shareholder after Moving Day.