Mobile Banking FAQs

Nexus Mutual provides a mobile banking app that is a simplified version of our internet banking platform for iOS and Android smartphones. It gives you 24/7 access to your accounts wherever you can get access to the internet.

The App

How do I get the app?
Download the app from the iTunes or the Google Play stores. Look out for the Nexus Mutual ’N’ logo to make sure you’re downloading the right one.

How much does the app cost?
Nexus Mutual’s app is free to download. Please note that by downloading and using the app, normal data and call charges will apply as stipulated by your mobile telecommunications provider. Please check with your mobile carrier for details.

Do I need to be a Nexus Mutual member to use the app?
Anyone can download the app, however you must be a member with a valid internet banking login to access the banking sections of the app.

Do I need to register for mobile banking?
Yes, when you first access the banking functions on the app you will be asked to register. To complete and validate the set-up and registration process you will need your member number and internet banking password. If you are not registered for internet banking please contact one of our Member Relations team on 1300 65 33 28.

How many login attempts are there with the mobile banking app?
If there are three unsuccessful attempts to login you will be locked out. Please contact us on 1300 65 33 28 to unlock your registration.

What types of payments can I make using the app?

  • Transfer funds between your accounts, including loan redraws.
  • Transfer funds to other Nexus Mutual members (saved favourites list only).
  • Transfer funds to other Australian financial institutions (saved favourites list only)
  • Pay bills using BPAY (saved favourites list only).

How do I add a new payee or modify an existing payee?
To add a new payee or biller, or to make a change to existing details, you will need to log into internet banking.

Can I use the app when overseas?
Yes, however standard mobile, service and roaming charges may apply. It is recommended that you check with your mobile service provider to establish what charges apply.

Security

Is my personal banking information stored on my smartphone?
No.

If someone gets hold of my smartphone can they access my personal banking details?
No. The banking facilities available through the app are protected by a security PIN or Fingerprint login. However, it is important that you do not disclose your PIN to anyone or store it on your phone.

What can I do to protect my smartphone?
Nexus Mutual recommends that you have an auto-lock/passcode set up to access your smartphone. It is important that you do not disclose this passcode to anyone or store it on your phone.

How can I logout of the mobile banking app?
There are a couple of different ways to log out of the mobile banking functions:

  • By selecting the logout icon.
  • As soon as you press the home button on your smartphone you will be automatically logged out.
  • After 5 minutes of inactivity, your mobile banking session will automatically time out and you will need to log in again to start another session.

What should I do if my mobile phone is lost or stolen?
You should contact your mobile phone provider. If you feel that your member numbers and internet banking passwords have been compromised, you should consider changing you internet banking password and/or contact us on 1300 65 33 28 as soon as possible.

General

How often do I need to update the app?
From time to time we will make updates to the app. When we release an update we’ll post a news item on our website, as well as sending an alert notification to your mobile device when updates are available.

What operating system version is required?
Nexus Mutual’s app has been optimised for Apple iOS7 and above and OS4 and above for Android smartphones. The app has been tested on a range of smartphones with all functionality working correctly.

What happens if I change my smartphone?
Simply download the Nexus Mutual app to your new phone. You will need to re-register for the banking functions using your internet banking login details. You can also use multiple devices with the same banking login.

Can multiple users login and out of the same downloaded app?
No, only one user can register for mobile banking per device, however you can de-register and re-register (the same or a different membership) at any time, or register your banking details on multiple devices.

Why does it take a little longer to load account details?
When you make a selection from the banking functions of the app a process of validation and loading data occurs in the background. On occasions the loading time can be impacted by network connectivity speeds and other downloads you may have at the same time.

Who do I call if I have a problem?
Contact your mobile service phone provider if you have a:

  • problem with your mobile phone.
  • technical query about your handset.
  • questions about your data costs or your mobile phone bill.

Contact Nexus Mutual on 1300 65 33 28 during business hours if you have questions about:

  • your accounts.
  • smartphone mobile banking.

My question isn't listed here.
Contact us on 1300 65 33 28 or melbourne@nexusmutual.com.au for assistance.