Frequently Asked Questions
M-Banking
General FAQs about Mobile Phone Banking
Can I register more than one mobile?
No, only one mobile number can be registered for each customer.
Can I register my trust or my business as well as my personal accounts?
At this stage, Mobile Phone Banking is only available to personal customers.
How much does the new M-Banking service cost?
Access is free to the National Bank’s suite of Mobile Phone Banking services, however
standard transaction fees may apply on some accounts. Normal mobile phone network
charges apply, depending on your mobile phone provider plan - please talk to your
network provider about this.
Can I call 0800 22 82 82 free from my mobile phone?
Yes, you can call us 24 hours a day, 7 days a week
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M-Banking - Activation
Why won't my activation code work?
Your activation code may not work if:
- it's been more than five days since it was issued
- you have written down the code incorrectly
- you have entered the code incorrectly more than three times.
No matter what the reason, simply request a new activation code by calling us on
0800 22 82 82 or visit any National Bank branch.
Will my activation code expire?
Your activation code is valid for five days. If you don't use it during this time it will expire. If this happens, you'll need to call us on 0800 22 82 82 or visit your National Bank Branch to request a new activation code.
What if I enter the wrong M-Banking activation code?
You have three chances to enter your activation code. If you get it wrong on the third attempt your M-Banking access will be suspended. If that happens you'll need to call us on 0800 22 82 82 or visit your National Bank branch to request a new activation code.
What if I've lost or forgotten my M-Banking activation code?
To request a new M-Banking activation code call us on 0800 22 82 82 or visit your nearest National Bank branch.
Can anyone else use my activation code on their phone?
No. Your activation code is only valid when it's used with the unique web link we sent you when you registered for National Bank M-Banking.
What if I lose or delete my M-Banking link or don’t receive a text message containing my personalised M-Banking link?
M-Banking links are sent via text message to your mobile phone number. To request a new M-Banking link call us on 0800 22 82 82 or visit your nearest National Bank branch.
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M-Banking - Transferring Money
Are transfers between my accounts instant?
If you transfer money between your accounts before 10.00pm on a business day, your
account will be delivered on the same day. If you transfer money between your accounts
after 10.00pm on a business day, or at anytime on a non-business day, your account
will be delivered on the next business day.
Can I set up a transfer for a future date?
No. All transfers made using M-Banking are immediate.
How will I know that a transfer was successful?
Once a transfer has been made you'll be displayed a transfer result screen showing
the new balances of the accounts you performed the transfer on.
Can I transfer money to my credit card using M-Banking?
No. You cannot make transfers to or from your National Bank credit card account
using M-Banking. You can transfer money to your credit card using Internet or Phone
Banking, or at any National Bank branch.
Can I transfer money to my home loan using M-Banking?
No. You cannot make transfers to or from your National Bank home loan account using
M-Banking. You can transfer money to your National Bank floating rate home loan
using Internet or Phone banking, or at any National Bank branch.
Can I transfer money to my term deposit using M-Banking?
No. You cannot make transfers to or from your National Bank term deposit account
using M-Banking.
What information will appear on my bank statement?
If you transfer money between your accounts, your statement will say: MOBILE PHONE
BANKING FUNDS TFR DEBIT
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M-Banking - Pay Anyone
Who can I make a Pay Anyone payment to?
You can make a Pay Anyone payment to any other personal or business bank account
in New Zealand.
Can I make international payments using Pay Anyone?
No. If you want to transfer money to an overseas account, you can do this at any
National Bank branch.
How much can I pay using Pay Anyone?
The daily limit for all payments made from your mobile phone is $1,000 in total.
Are Pay Anyone payments instant?
If you make a Pay Anyone payment before 10.00pm on a business day, your account
will be updated on the same day. If you make a Pay Anyone payment after 10.00pm
on a business day, or at anytime on a non-business day, your account will be updated
on the business day after processing.
Can I set up a Pay Anyone payment for a future date?
No. All Pay Anyone payments using M-Banking are immediate.
Can I make Bill Payments using M-Banking?
No. At the moment you can only transfer money between your accounts and make Pay
Anyone payments. You cannot pay regular bills such as phone, power or insurance.
How will I know that a Pay Anyone payment was successful?
Once a payment has been processed you'll receive a confirmation message and a receipt
number.
What happens if I'm cut off when I'm making a Pay Anyone payment?
If you're part way through a Pay Anyone payment and your battery goes flat, you
lose reception, are cut off for any other reason and you haven't yet received a
confirmation message, your payment may not have been successful. However, before
you repeat the payment, we recommend that you call us on 0800 22 82 82 or visit
a National Bank branch to make sure.
What if I make a mistake when I make a Pay Anyone payment?
You cannot undo a Pay Anyone payment once you've clicked "ok". If you've made a
payment to the wrong account or accidentally paid too much, please call us on 0800
22 82 82, or contact any National Bank branch, as soon as possible.
Can I save the details of my regular Pay Anyone payees?
Yes. You can save the name and the account number of a person you have just paid
using the "Favourites" function. That way you won't have to re-enter their details
every time you pay them.
Will my "Favourites" be saved in National Bank Internet Banking as well?
No. The "Favourites" you save in National Bank Mobile Phone Banking won't automatically
be saved into your National Bank Internet Banking services.
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M-Banking - Account Alerts
How do I add/edit my Account Alerts?
Account Alerts can be managed by calling 0800 22 82 82 or by visiting your nearest
National Bank branch.
How many Account Alerts can I set up?
You can set up as many Account Alerts as you like at no charge.
Can I set up an Account Alert for any day of the month?
You can set up an Account Alert for any day from the 1st to the 28th of each month.
However, you cannot set up an Account Alert for the 29th, 30th or 31st of any month,
as not all months have these days.
Can I set up an Account Alert for any time of the day?
You can set up Account Alerts for any hour of the day, as long as it is on the hour
(1pm, 2pm, 3pm, etc). You cannot set up Account Alerts for times that fall between
the hour, like 2.30 or 1.45.
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M-Banking - Security
Is M-Banking secure?
Absolutely. National Bank M-Banking uses 128-bit encryption to code all information as it's exchanged, meaning it offers the same high level of security as National Bank Internet Banking. Even so you should maintain the following basic security processes:
- Lock your phone or keypad
- Don't share your M-Banking link or your PIN
- Never respond to texts that you haven't requested
- Never click on links or download applications that you haven't requested
- Delete sent and received texts from the Bank once you have read and used them
How should I choose an M-Banking PIN?
As with any PIN, your M-Banking PIN should be easy to remember, but not obvious to others. Do not use a PIN based on easily accessible personal information like birth dates or phone numbers.
- any letters or "special characters" (e.g. ! ? , . & @ *)
- more than two sequential numbers (e.g. 123 or 321)
- more than two of the same number consecutively (e.g. 111 or 999)
- any of your 13 previously chosen M-Banking PIN's
How do I change my M-Banking PIN?
If you wish to change your M-Banking PIN call us on 0800 22 82 82 or visit your nearest National Bank branch.
What if I enter an incorrect M-Banking PIN?
You have three chances to enter your PIN. If you get it wrong on the third attempt your National Bank Mobile Phone Banking
access will be suspended. To re-activate National Bank M-Banking call us on 0800 22 82 82, or come into any National Bank branch, to get
a new activation code.
Can someone else report my phone lost or stolen?
Yes. For your security we will suspend your National Bank Mobile Phone Banking service
as soon as anyone reports your phone lost or stolen.
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