NetBank Help

Get help whenever you need it

NetBank Help is available 24 hours a day, 7 days a week to help you resolve any issues you may have doing your business banking online. You can email us with your questions or call us on 13 1998. You can also find the answers to the most commonly asked questions below.

FAQs

Please read the following FAQs for help with the most common issues our business customers report when using NetBank. Simply click on the title of the question that interests you. Can’t find what you’re looking for? You can also search in our Online Support.

How do I change my contact details in NetBank?
Go to the ‘My contact details’ page under the ‘Profile & preferences’ tab to update your personal information, including your email and postal address.

How do I access my statements online?
To view up to seven years of statements online, log on to NetBank, go to the ‘View accounts’ tab, select the ‘Online statements’ page and then follow the steps.

How do I switch to online statements/paper statements?
If you would like to stop receiving paper statements, simply log on to NetBank, go to the ‘Manage my account’ tab, select ‘Manage my statements’ and follow the steps.

How do I set up automatic balance updates to be sent to me via SMS/email?
Once logged in to NetBank, click on ‘Profile and preferences’, select ‘Message preferences’ and then ‘Account alerts’ (under ‘Update my contact details’). Enter your SMS or email details, select the account you’d like updates for, the frequency of updates, and then select ‘Save changes’.

How do I import payment files to NetBank?
To find out how to import payment files you can view our ‘Import files’ demo.

Can I use my accounting package with NetBank?
You can export transactions and import payroll to business software like Quicken, Microsoft Money, MYOB and Microsoft Excel.

How do I update my daily withdrawal limit/payment limit?
You can change your daily withdrawal limits instantly in NetBank. Once changed you will receive confirmation via bank message. Please note that you will need to be registered for SMS security to perform this function. Alternatively, simply call 13 2221 (option 4), 24 hours a day, 7 days a week or visit your nearest branch of the Commonwealth Bank.

What is the maximum payment limit I can have?
The maximum payment limit can be increased up to $20,000. To increase to anything over $20,000 call 13 2221 (option 4), 24 hours a day, 7 days a week or visiting your nearest branch of the Commonwealth Bank.

How do I complete an international funds transfer using NetBank?
To send an International Money Transfer through NetBank, you need to:

1. Register for a NetCode. You can register for NetCode SMS (accessible only to Australian mobile phones) or NetCode Token.
2. Activate the International Money Transfer service in NetBank. A default limit of $0 per customer per day applies to International Money Transfers (IMTs) using NetBank.  Your IMT daily withdrawal limit is the maximum amount you can send as International Money Transfers within any 24 hour period.

Your daily withdrawal limit will initially be set at $5,000 but you can request that this be increased up to $50,000. If you do, your liability for unauthorised transactions may also increase.

To arrange this, please contact our NetBank Help Desk on 13 2221, Option 4, 7 days a week.  

If I accidently transfer funds to the wrong account, how can I retrieve the money?
First you should attempt to contact the recipient to obtain a refund. If you do not know the recipient or you are unable to contact the recipient, you should contact the Bank and talk to a customer service officer. We will attempt to recover the payment or transfer on your behalf, however recoveries are performed on a best endeavours basis and you cannot make any claim upon us. If the transfer was made to a Commonwealth Bank account, organising a recovery will cost $25. If the transfer was made to another bank, organising a trace and recovery will cost $25. It’s important to note that retrieval isn’t guaranteed but we do our best to recover funds on our customers’ behalf.

Please call the NetBank Help Desk on 13 2221.

What is a NetBank Business Plan and what does it include?
A NetBank Business Plan allows you to conduct unlimited third party payments (including third party payments within a transfer group) and file imports for $8 per month.

How do I roll over a term deposit?
Once logged into NetBank, click on the ‘Manage accounts’ tab in NetBank and then select ‘Renew my Term Deposit’ under ‘Term Deposits’. You can then select the new term for your term deposit from a minimum of one month to a maximum of five years.

 

• Important information
  As this advice has been prepared without considering your objectives, financial situation or needs, you should, before acting on this advice, consider its appropriateness to your circumstances. Terms and conditions issued for products mentioned are available on request. If you have a complaint, the Bank's dispute resolution process can be accessed on 13 2221. Applications for finance are subject to the Bank’s normal credit approval. Full terms and conditions are included in the loan offer. Fees and charges may apply.