Mobile App Release V4.0 
New features have been included in the new mobile app release V4.0 such as; Push notification opt-in and opt-out, App security enhancements, UX improvements and bug fixes. Attached is the Product Information Pack to support this app release.

What is the Mobile Banking app?
The Mobile Banking & Payments app allows you to complete everyday banking functions on your mobile phone. It also incorporates the latest technology, redi2PAY, that transforms an NFC-enabled Android phone running KitKat 4.4 or above into a contactless payment device.

What phones will the Mobile Banking app work on?
The app will work on Android devices (version 3 and above) and iOS devices (iOS 7 and above). The redi2PAY functionality will only work on an Android phone with Near Field Communication (NFC) capability that runs on KitKat 4.4 or above.

How much does the app cost?
The Mobile Banking app is free to download at the Google Play or Apple App Store.
The app does use a small amount of data, so data usage charges may apply from your mobile network provider.

What can I do with the Mobile Banking app?
The Mobile Banking app allows you to complete your everyday essential banking functions on your mobile phone. You can view your accounts and check account balances; transfer funds between your own accounts, utilise Pay Anyone functionality and pay bills via BPAY, including setting up new billers.
The app also has a rediATM and branch locator, as well as card functions that allow you to change the PIN on any of your cards, or report them lost or stolen.
If you have an NFC-enabled Android phone running KitKat 4.4 or above you can use the redi2PAY functionality and turn your phone into a contactless payment device.

How do I get the app?
You can download the app from the Google Play or Apple App Store.

What do I need to register the app?
You will need to be registered for Internet Banking before being able to use the app. You will need your Member Number and your Internet Banking password.
If you have not registered for Internet Banking, contact us on 02 6862 2788 or alternatively call into your nearest branch.

How do I sign in to the app?
When you first log into the app you will be asked for your Member Number and Internet Banking Password. You will then be asked to create a passcode which must be a minimum of 4 digits long.
Once you’ve entered these details and created the passcode, the app will be ready to use. You will need this passcode every time you sign in to the app.

Is my passcode the same as my card PIN?
Your passcode is chosen by you when you register the app and gain entry to access its secure features for the first time. Your card PIN is the PIN for your card.
For your security, we recommend that you choose a passcode that’s different to your PIN. And like your PIN, you should keep your passcode confidential.

Does the app require an internet connection to work?
The app will need an internet connection to register, retrieve your latest balances and transaction details and perform payment and card functions. You can do a limited number of redi2PAY transactions without an internet connection before you will be prompted to establish an internet connection. 

If someone gets hold of my phone can they access my account details 
The app requires a pass code to access account details. If you lose your phone you should contact Central West Credit Union as soon as possible. We will deregister the phone remotely for you. 
 

What happens if I enter my passcode incorrectly?
You have five (5) attempts to enter the correct passcode to access the app. After five (5) unsuccessful attempts, your app will be deregistered. You will need to re-register the app using your Internet Banking username and Internet Banking Password, and set a passcode as per the normal registration process.
 

What happens if I forgot my passcode?
If you cannot remember your passcode, you will need to deregister the app and then re-register. You can deregister the app by entering your passcode incorrectly five (5) times. You will need to re-register the app using your Internet Banking username and Internet Banking Password, and set a passcode as per the normal registration process.

What can I do to protect my passcode?

You should always:
  • Memorise your passcode as soon as possible;
  • Use a number that is not obvious or can't be easily guessed. Don't use your date of birth or driver's licence number;
  • Take precautions when using the Mobile Banking & Payments app - don’t let anyone watch you enter your passcode.
You should never:
  • Tell or let anyone find out your passcode - not even family or friends;
  • Record a passcode on your device or computer;
  • Keep a record of the passcode with your device.

What can I do to protect my smartphone/device?
As with all personal belongings, take extra care to keep your phone secure and safe. There are a few things that you can do:
  • Use a strong screen lock or PIN that cannot be easily guessed;
  • Keep your smartphone locked when you’re not using it; and
  • Ensure your smartphone is registered with your network provider.

Can I register the app on more than 1 device?
Yes. You can register the app on up to 3 devices at any one time, including a combination of both Android and iOS devices. If you attempt to register on a fourth device, the last used app on a device will be deregistered, enabling registration on the new device.

How do I report a card lost or stolen via the Mobile Banking app?
You can report a card lost or stolen by selecting the ‘Cards’ option from the ‘Accounts’ screen, and then selecting ‘Report Lost or Stolen Card’. You will then need to confirm whether the card is Lost or Stolen and finally select ‘OK’ to confirm the action.
This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the Mobile Banking app. You will need to contact us on 02 6862 2788 to organise a replacement card.

How do I change my card’s PIN via the Mobile Banking app?
You can change your PIN using the app by selecting the ‘Cards’ option from the ‘Accounts’ screen, and then selecting ‘Change PIN’. You will need to enter your current PIN, enter a new PIN, confirm this new PIN and then select ‘Update’. 
The change of PIN is effective immediately.

Can I change my card’s PIN via the Mobile Banking app if I don’t know my current PIN?
No, in order to change your card’s PIN via the app you need to know your current PIN. If you don’t know your PIN contact us on 02 6862 788 or call into your nearest branch.

Can I pay a bill via BPAY using the Mobile Banking app?
Yes. You can access all payments functions by choosing the ‘Payments’ option from the ‘Accounts’ screen. To pay a bill select the ‘BPAY’ option.
Choose the ‘Select or Create Biller’ option to select an existing biller from your ‘Biller Address Book’. Enter the amount you wish to pay and an optional description, and then select ‘Make Payment’. The payment will then be verified and a receipt issued if the payment is complete. 
You can set up and save a new biller using the app by selecting the ‘Add Biller’ option from the ‘BPAY’ screen.

Can I make transfers to other accounts using the Mobile Banking app?
Yes. You can access all payments functions by choosing the ‘Payments’ option from the ‘Accounts’ screen. To make payments to other accounts within Australia, select the ‘Pay Anyone’ option.
Choose the ‘Select or Create Biller’ option to select an existing biller or create a new one. Enter the amount you wish to pay and an optional description, and then select ‘Make Payment’. The payment will then be verified with a ‘Payment Complete’ pop up.
You can make a payment to a new account by selecting the ‘Add Payee’ option from the ‘Pay Anyone’ screen.
Currently only transfers to domestic (Australian) accounts are supported.
To make transfers between your own accounts with Central West Credit Union select the ‘Transfer’ option.
Choose the ‘Transfer from account’ and the ‘Transfer to account’. Enter the amount you wish to transfer and an optional description, and then select ‘Make Transfer’. The transfer will then be verified with a ‘Transfer Complete’ pop up.

Can I make a loan redraw payment using the app?
Yes, simply select payments, transfer funds and transfer from the loan account you wish to redraw.

Can I set up or amend future dated transactions and recurring payments via the Mobile Banking app?
You will need to amend existing recurring payments via Internet Banking or by contacting us on 02 6862 2788.

Are there payment limits for transfers made via the Mobile Banking app?
The same limits that are in operation for Internet Banking apply to transfers made with the Mobile Banking app.

Why is the balance on my app different to what’s showing on Redinet?
If you’ve made on Redinet or withdrawn money from an ATM, the updated balance may not show up straight away.
To ensure you’re looking at the most up to date balance, you can close the app (so it’s not running in the background) and then reopen it. This will trigger a balance update. 
The balance will also update whenever a payment is made using the app.

What is Tap and Pay?
Tap and Pay is a secure, contactless payment method enabled on Android devices running KitKat 4.4 or later. If you have an Android phone enabled with KitKat 4.4 and above, you can use the Tap and Pay option on the app to pay for in-store purchases less than $100.

How does it work?
An antenna in your Android phone, known as Near Field Communication (NFC), securely transmits payment instructions to and from any contactless card terminal with the Visa payWave logo.

Are Tap and Pay transactions secure?
Yes, Central West Credit Union’s mobile app uses the latest encryption and cryptography technology to keep your transactions secure. And everything needed to verify a transaction is received from a secure cloud which your phone connects to via the internet.
And with Tap and Pay, you’re still covered against fraudulent transactions just like any other Visa payWave transaction. See ‘Am I still covered against fraudulent transactions when I use Tap and Pay?’

What information does the app store on my phone?
The app will store your card number/s and expiry date on your phone. However the card number is masked (the full number is not stored), and both the card number and expiry date are encrypted. The app won’t store your PIN or CCV2 number on your phone.

Can I turn Tap and Pay off?
Yes. To turn the Tap and Pay functionality off, you can push the payWave button at the top of the Tap and Pay screen on the app.

Am I still covered against fraudulent transactions when I use Tap and Pay?
Yes, when using Tap and Pay you’ll be covered by Visa’s Zero Liability policy. That means that you won’t have to bear any liability for unauthorised transactions. This is dependent on certain conditions being met, including that you do not delay in notifying us and there is no evidence of cardholder negligence, fraud or collusion. 
Please note Visa’s Zero Liability Policy does not apply to ATM or EFTPOS transactions.
You should contact us promptly if you notice any unauthorised transactions on your debit card.

Will Tap and Pay be made available on Apple iOS devices?
The Central West Credit union mobile app uses Near Field Communication (NFC) technology, available in most Android phones, to make contactless payments. NFC however, is not currently supported by Apple iOS devices in Australia.
We know many of our members are Apple iPhone users, and we will to support this technology on iOS devices when it becomes available.

How do I use my phone to make a purchase?
It’s just the same as you do now with your existing CWCU payWave card. You simply tap your phone against the contactless point of sale terminal when prompted. Your device will need to be unlocked to use this feature.

I have a Near Field Communication (NFC) enabled Android phone – why won’t the app work?
The CWCU mobile app will work on any Near Field Communication (NFC) Android phone that runs on KitKat 4.4 or later. 
Unfortunately, it will not work on any operating systems earlier than KitKat 4.4.
If you’ve got the right operating system, and the app still won’t work, please call us on 02 6862 788 or call into our nearest office.

Can I use any of my cards to tap & pay?
Any card that is payWave enabled and connected to your account can be used for Tap & Pay.

Can I remove a card from Tap and Pay?
No. All accounts associated with your Central West Credit Union membership will be displayed in the app. All cards that are payWave enabled will be available in the Tap and Pay section. However, Tap and Pay can be disabled/enabled on any card at anytime.

Can I use Tap and Pay to pay for purchases valued at more than $100?
Yes, you can use the app. However, for purchases greater than $100 you’ll also need to enter your PIN at the point of sale terminal. It’s the same as using your Visa payWave card.

Can I use Tap and Pay overseas?
Yes, the app can be used wherever Visa payWave is accepted.
However, the app will need to use the internet to connect to our systems at Central West Credit Union. You may want to talk to your network provider about international data roaming costs before using the app overseas.

How many Tap and Pay transactions can I make using my phone?
The Central West Credit Union mobile app is an extension of your existing Central West Credit Union Visa payWave card. Any account or transaction limits will still apply regardless of whether you use your phone to pay, or your Visa payWave card.

Why can’t I enable my payWave or make a payWave payment?
The app uses information held in a secure cloud and so at times you will need to establish an internet connection. But we’ve made sure you’ll be able to make a limited number of transactions in areas of poor or no internet connection before you will be prompted to reconnect to the internet.

Does Tap and Pay app require an internet connection?
We’ve made sure you’ll be able to do a limited number of payWave transactions without an internet connection before you will be prompted to establish an internet connection.

Can I still use my existing Visa Debit card, as well as my phone?
Yes, you have the option to use your phone, or your existing Central West Credit Union Visa payWave card.

Do I need to select the credit, savings or cheque button?
No, you don’t need to make any selection. Your transactions are automatically processed under the credit option, just like when you use payWave with your Visa Debit card.

How do I know when a Tap and Pay payment has been made?
The transaction is confirmed when the four green indicator lights on the payment terminal light up. You will see a message displayed on your phone screen confirming your transaction has been successful. You can also see the purchase amount displayed within the app on your phone.

Can I accidently pay for something just by walking past a contactless terminal?
No. To make a payment via Tap and Pay, the point of sale terminal needs to be asking for a payment in order for the transaction to work. So just walking by a terminal will not activate a payment.
You also have an added level of security because you can choose to turn Tap and Pay on and off on your phone.

Why does my transfer to another Central West Credit Union account through the app and mobile banking take longer?
We are aware that there is currently delay on internal transfers through the mobile banking app and the mobile banking website.
The solution to ensuring the money is received instantly is simple. Just put the account code on the end of the account number e.g. ‘12345S1’. The technology will recognise this as an internal transfer and the payment will be made instantly.