Question 1

What does Root check logs mean?

Accepted Answer

Root check logs detect whether a mobile device has certain restrictions imposed on the device by the manufacturer removed. The removal of restrictions, known as jailbreaking, allows the installation of apps and extensions that are not supported by the manufacture or operating system. A mobile device that had been jailbroken is often more susceptible to malware.

Question 2

How do I remove Malware from my computer or mobile device?

Accepted Answer

IMB may request you to complete a virus scan or take your computer or mobile device to a reputable computer technician to remove the Malware. Once IMB confirms the Malware has been removed from your computer or device, any restrictions will be removed.

Question 3

Will IMB contact me if Malware is detected on my computer or mobile device?

Accepted Answer

If IMB is able to detect Malware on your computer or mobile device, we may contact you via phone or secure email. For the purposes of protecting your personal information and identity we may also restrict Internet or Mobile Banking until the detected malware has been removed from the infected computer or device. If at any time, you are unsure of a phone call you have received from IMB, please call us on 133 462.

Question 4

What is Malware?

Accepted Answer

Malware is malicious software used to infect or access your computer or mobile device. This includes computer viruses, Trojans, Spyware, Ransomware and more. Malware is typically distributed through clicking on links or attachments in phishing emails, compromised websites and ad banners.

Question 5

What are GPS Location logs?

Accepted Answer

GPS Location logs determine the location of your mobile device when you access the IMB Banking Application. The GPS Location Logs better assist us to detect any irregularities in your device location and if we detect any irregularity we may take appropriate action to stop the payments or activity on your account.

Question 6

When will IMB contact me regarding my Internet or Mobile Banking?

Accepted Answer

From time to time, IMB may contact you via phone or secure email regarding your Internet or Mobile Banking if we have detected unusual activity or transactions on your account. We may also contact you if we have detected Malware on your computer or mobile device. It is important to remember that;

Question 7

What happens if I do not allow IMB to collect information from my computer or mobile device?

Accepted Answer

If you do not agree to the collection of certain information, this limits the information that IMB is able to use to detect fraudulent activity and as a precaution it may not be possible for IMB to provide full access to Internet and Mobile Banking.

Question 8

How do I know that the personal information collected by IMB is stored securely?

Accepted Answer

We are committed to protecting your personal information from loss and unauthorised access, use, modification and disclosure. IMB maintains security at all our locations and only our staff and service providers who are authorised to handle your information will have access to your personal information.

Question 9

What information does IMB collect from my computer or mobile device?

Accepted Answer

IMB will collect information related to assisting our members with a positive banking experience whilst maintaining security of your account and protecting your personal information and identity. This includes information we gather from the technology which you use to access our services and how you use it; for example information we collect includes Malware Info Logs, Root check logs and GPS and IP location logs.

Question 10

Why does IMB Bank collect information from my computer or mobile device?

Accepted Answer

The security of your Internet Banking and Mobile Application is very important. IMB collects information that could assist us to protect our members from fraudulent activity or malicious acts designed to steal an identity or banking credentials.

Question 11

How do I keep my mobile device secure?

Accepted Answer

Following these tips will help ensure the security of your mobile device:-

Never share your app PIN with anyone.

Don't record your app PIN in a place that is easily accessible to others, including in your phone's contact list.

Choose PINs that are difficult for people to guess. Avoid consecutive and repeating numbers or numbers that are associated with you, like your date of birth etc.

Never store anyone else's fingerprints on your phone.

Set your screen to auto-lock & add a password or PIN to unlock your screen.

Update your device's operating system when recommended by your phone vendor. These updates often provide fixes for problems and risks on your device.

Do not remove the controls the phone vendor has put in place to protect you. By doing so you may inadvertently provide a hacker access to your mobile and your personal information.

Please refer to IMB's PDS for further details on how to keep your device safe.

Question 12

The mobile number I have linked to Internet Banking and that I used to register the app has changed. What do I need to do?

Accepted Answer

Please contact IMB Bank on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm) to advise us of your new number.

Question 13

What do I do if I get a new phone or tablet?

Accepted Answer

You will need to download the app onto your new device and complete the registration process.

If you have replaced a previously registered device then you need to have that device deregistered by contacting IMB Bank on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm).

Question 14

What should I do if I am selling or giving away my mobile phone or tablet which has the app installed?

Accepted Answer

Before selling or giving away your device you will need to have the device deregistered by contacting IMB Bank on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm).

Prior to selling or giving your device away we recommend that you restore it to its factory settings to ensure all your personal data is erased.

These actions are not reversible so make sure that all content is backed up or on another device before proceeding.

To restore your device to its factory settings, find the ‘Reset’ section of your device’s settings menu and follow the prompts.

Question 15

I have lost my phone or tablet, what should I do?

Accepted Answer

If you have lost your device, you need to have the device deregistered. Do this by contacting us on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm).

The app is protected as your app PIN or biometric ID which must be used to access the app. This prevents other people accessing your data if the device is lost, stolen or borrowed. Using an incorrect biometric ID a number of times will cause the app to revert to the PIN. Entering the app PIN incorrectly a number of times will block the app. The app can then only be unblocked by contacting IMB.

The Balance Peek display will be available without signing into the app if you have turned this function on. The app will remain secure unless someone else has a biometric ID stored on your device or access to your app PIN or internet banking password.

For added security, we also recommend that you set your screen to auto-lock & add a password or PIN to unlock your screen.

Question 16

Is the app secure?

Accepted Answer

At IMB Bank the security of your personal and account information comes first.

When you register the app on your device it registers that device to your membership. It is unique to each device that you register so the two factor security layer is always present. Each time you use the app, the device and your app PIN or biometrics are validated. Multiple attempts to access the app on your device with an incorrect biometric will cause the app to revert to the PIN. Multiple attempts to access the app with an incorrect PIN will result in access to the app being blocked.

Question 17

How do I rename my account?

Accepted Answer

In order to rename your account you need to view the Account details screen. To view the Details tab, enter the Account Transaction screen by tapping the account on the Accounts screen. You then need to tap on the 3 dots to access the 'more' menu and select the 'Details' tab to see account details and or rename the account name. Simply select the 'Pen' icon next to the Account nickname field.

Question 18

Can I create favourite BPAY Billers and Payees via the App?

Accepted Answer

Yes. Navigate to the 'Menu', under 'Settings' select 'Manage Payee', selecting the relevant entitiy if required. You will be displayed with all Billers and Payees. Click on the relevant biller or payee and select 'Favourite'. Note you can only have 5 favourite Billers or Payees.

Question 19

Can I manage BPAY Billers and Payees via the App?

Accepted Answer

Yes. Payees can be managed by navigating to the 'Menu', under 'Settings' select 'Manage Payee', selecting the relevant entitiy if required. You will be displayed with all Billers and Payees. Click on the relevant biller or payee to perform the required action or simply slide left and this will result in a delete icon appearing

Question 20

Can I delete BPAY Billers and Payees via the App?

Accepted Answer

Yes. There are two ways this can be completed:

When making the payment and selecting the Biller or Payee, simply slide to the left on the relevant biller or payee and this will result in a delete icon appearing.

Navigate to the 'Menu', under 'Settings' select 'Manage Payee', selecting the relevant entitiy if required. You will be displayed with all Billers and Payees.

Click on the relevant biller to perform the required action or simply slide left and this will result in a delete icon appearing.

Question 21

Can I add BPAY Billers and Payees via the App?

Accepted Answer

Yes, a '+' symbol will appear in the top right hand corner of the Biller and Payee list and once selected you can add the details of a new BPAY Biller or Payee.

Question 22

How do I share a receipt?

Accepted Answer

Once your transfer is done your receipt will be displayed and you will have the option to share the receipt details using any supported application on your device such as Email, Text, Facebook, Twitter etc.

Question 23

How can I make a BPAY payment?

Accepted Answer

Tap “Pay” and select “Pay BPAY Bill”.

Question 24

Can I transact on Accounts that need 2 or more to sign in the App?

Accepted Answer

Yes. Via the Mobile Banking app members are able to make payments via multiple to sign accounts. However, amending or deleting scheduled payments will require account holders to login to Internet Banking to make any amendments/deletions for multiple to sign.

Question 25

How do I transfer money to someone else?

Accepted Answer

Tap “Pay” and select “Pay anyone”.

Question 26

How do I transfer money between my accounts?

Accepted Answer

Tap “Pay” and select “Transfer between Accounts”.

Question 27

Can I access more than one person’s accounts using the app?

Accepted Answer

No. You can only register the device to access one Member's accounts. The one device cannot be used to access more than one Member’s accounts.

If you have more than one IMB Internet Banking entity relationship (e.g. personal membership and business access membership) then you can view all your entities within the app.

Question 28

How do I delete a scheduled payment?

Accepted Answer

In the Scheduled tab, swiping to the left on the payment will result in a delete icon appearing, alternatively simply click on the payment to see a 'delete' button. Once you tap the delete button the payment is deleted and won’t be processed.

Please note: In order to delete payments for mulitple-to-sign accounts you will need to login Internet Banking.

Question 29

How do I view my scheduled payments?

Accepted Answer

To view the Scheduled tab, enter the Account transaction screen by tapping the account on the Accounts screen. You then need to tap on the Scheduled tab to view your scheduled payments for the account.

Question 30

How can I view my general account details?

Accepted Answer

Account details are only available for loan and share accounts. To view the Details tab, enter the Account Transaction screen by tapping the account on the Accounts screen.

You then need to tap on the '3 dots' to access the 'more' menu and select the 'Details' tab to view general account details such as repayment amount (loan accounts) and shareholding (share accounts) plus much more.

Question 31

How can I view transaction history?

Accepted Answer

You will see the Transactions screen by tapping the account on the Accounts screen. You will be able to see up to 999 transactions per search within the IMB Bank Mobile Banking App. In order to find specific transactions, click the magnifying glass on the top right of the transaction history screen to filter your search criteria.

Alternatively you can view/export transactions by simply logging in to Internet Banking.

Question 32

How do I see my Accounts?

Accepted Answer

You will see the Accounts screen by simply entering the app, alternatively, select 'Home' to access this view. Your Accounts screen gives you a full view of your current accounts.

Question 33

What does “Update required” mean?

Accepted Answer

In future IMB Bank will be releasing enhanced versions of the app. If you see a message letting you know that you can't use the IMB app until you update your version, visit the Apple App Store or Google Play to update your app.

This is an additional security feature to ensure that the latest security updates and fixes are applied prior to you transacting using the app.

Question 34

How do I sign out of the app?

Accepted Answer

Your banking information is only available while you are signed into the app. Once signed out, your information is no longer available on the device.

You will be signed out automatically when:-

You tap the “Sign Out” button in the menu or simply click the sign out icon on the top left of the home screen

No interactions have been made for 10 minutes

Question 35

How do I sign in to the app?

Accepted Answer

Once you've registered the app, you will only need to enter your 4-digit app PIN or use your biometric security to access the app.

Question 36

How do I change my account names?

Accepted Answer

The account names shown in the app are the account names in internet banking. You can change the name shown for each of your accounts by following these steps:

Select the relevant account.

Select the '3 dots' which will take you to the 'More' menu.

Select 'Details'.

Select the pen icon next to the account Nickname to rename the account to your desired name.

Question 37

How do I change the image shown for my accounts?

Accepted Answer

You can change the image shown for each of your accounts by tapping on the specific account and clicking on the default icon displayed.

This will display a selection of customisable icons. Tap on the icon you would like to change it too and return back to the account screen. In order to return back to the default Icon follow the same prior steps however, scroll to the bottom on the selection to see the default icon.

Question 38

How do I change the account order?

Accepted Answer

You can change the order of your accounts.

Tap on the required entity at which sorting is required (do this by clicking on the member or entity name at the top of the accounts container). This will display only the specific member/entity accounts.

Tap on the top right 'Sort' button. When you see the list of accounts press and hold the grip icon on the right of each account and drag the accounts to the order you prefer then return to the prior screen.

For members that only have a personal entity, navigate to the 'Menu' and select 'Reorder accounts'.

Question 39

How do I change the order of accounts shown in Balance Peek?

Accepted Answer

There is no ability to sort the order at which accounts are displayed within the Balance Peek.

Question 40

How do I change the accounts shown in Balance Peek?

Accepted Answer

Tap 'Menu' and select 'Balance Peek' from the settings.

Slide the switch to “ON” to activate.

On the relevant accounts you want to see via Balance Peek slide the switch to “ON” on each individual account, if you dont want to see specific accounts ensure the switch is "OFF" for these accounts.

Question 41

How do I turn Balance Peek off?

Accepted Answer

Tap 'Menu' and select 'Balance Peek' from the settings.

Slide the switch to “OFF” to disable this function.

Question 42

How do I turn Balance Peek on?

Accepted Answer

Tap 'Menu' and select 'Balance Peek' from the settings.

Slide the switch to “ON” to activate.

On the relevant accounts you want to see via Balance Peek slide the switch to “ON” on each individual account.

Question 43

What is Balance Peek?

Accepted Answer

Balance Peek is the optional ability to see the balance of nominated accounts quickly without signing into the app.

This provides easy access to these details. For your security only the account name is shown. You can change which of your accounts are shown.

Question 44

What other app functions can I use for multiple entities?

Accepted Answer

You can use all the app functions on each of your entities, these include transacting, authorising payments, reviewing transactions, setting up Balance Peek per entity and customising your account images and account order and layout.

Question 45

How can I change my default entity?

Accepted Answer

In order to change your default entity, this action is performed via Internet Banking only. You will need to login to Internet Banking, select 'Entities' and a list of your entities will be displayed, select 'Set as deafult' in order to make the required change. By making an entity default this will move the entire entity container/accounts to the top of the mobile banking application screen making this entity the first viewed.

Question 46

What is a default entity?

Accepted Answer

A default entity is the entity that will appear when you first log into the app. The default entity is established on internet banking.

Question 47

What is Entity Management?

Accepted Answer

Entity Management allows you to view, manage all your entities, both personal and business, within the app. All entities are displayed within the same screen on our new mobile banking app.

Question 48

How do I setup my other entities?

Accepted Answer

If you already have access to your business entities within internet banking you don't need to do anything further. Once you have registered the app all of your entities will appear within the app.

If you don't have access to your business entities within internet banking you will need to contact us on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm) to have them set up for you.

Question 49

How do I turn off fingerprint or Face ID sign in for the app?

Accepted Answer

Tap 'Menu' and within the 'Settings' slide the Touch ID or Face ID switch to “OFF", for Android users this toggle is called 'Biometrics'. The next time you open the app you will use your app PIN to sign in.

Question 50

What happens if I set up a new fingerprint or Face ID or delete a fingerprint or Face ID?

Accepted Answer

The first time you open the app after setting up a new fingerprint or Face ID or deleting a fingerprint or Face ID, you will be asked to enter your app PIN to verify the change.

From then on you will be able to access the app using your fingerprint or Face ID to sign in.

Question 51

How do I set up a fingerprint or Face ID on my device?

Accepted Answer

To set up on your device (iPhone):

Go to Settings

Select Touch ID or Face ID & Passcode

Enter your phone Passcode

Select Add a Fingerprint or Face ID and follow the instructions

To set up on your device (Android):

Go to Settings

Biometrics and security

Tap Fingerprints or Face recognition

Follow the on screen instructions

(Note this may change per device)

Question 52

How do I set up fingerprint sign in for the app?

Accepted Answer

If your device supports Touch ID and/or Face ID, and you have at least one fingerprint or facial ID stored, when you register the app you will be asked if want to use Touch ID or Face ID to log in and taken through the set up process.

If you already have the app registered then you can set up fingerprint or face sign in by selecting 'Menu' and within the 'Settings' sliding the Touch ID or Face ID switch to “ON” (iPhone), for Android users this toggle is called 'Biometrics'. The next time you open the app you will be able to sign in using your fingerprint or face.

Question 53

Is fingerprint and face sign in secure?

Accepted Answer

Yes, as long as only your own fingerprints and facial recognition are stored on your device.

If someone else’s fingerprints or facial recognition are stored on your device and you enable fingerprint or facial sign in then they will be able to access your app and your accounts.

Question 54

What is fingerprint and face sign in?

Accepted Answer

Fingerprint and face sign in allows you to use your fingerprint or face to access IMB’s mobile banking app instead of your app PIN when using an IOS or Android device that supports Touch ID or Face ID.

Please note not all Android devices are supported by the mobile banking app.

Question 55

I am blocked from the app, is my internet banking also blocked?

Accepted Answer

No. If you've entered your app PIN incorrectly 3 times your app access will be blocked, however you will still have access to internet banking.

To unblock your access you can:

Re-register your device by tapping “Reset PIN” and follow the steps above.

Contact IMB Bank on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm) for assistance

Question 56

I have entered my internet banking password incorrectly and am blocked from Internet Banking. Is my app access also blocked?

Accepted Answer

Yes. If you've entered your internet banking password incorrectly 3 times your Internet Banking and IMB Bank Mobile Banking access will all be blocked.

You can unblock Internet Banking by resetting your password (via the Internet Banking login screen 'Reset Password') or contacting IMB on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm).

Question 57

What happens if I change my internet banking password? Does this affect my app access?

Accepted Answer

No. Changing your internet banking password does not affect your access to the app. You continue to use your app PIN as usual.

Question 58

I have entered my app PIN incorrectly and am blocked, how do I reset it?

Accepted Answer

If you've entered your app PIN incorrectly 3 times your access to the app will be blocked.

To unblock your access you can:

Re-register your device by tapping “Reset PIN” and follow the steps above.

Contact us on 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm) for assistance.

Question 59

I've forgotten my app PIN, how do I reset it?

Accepted Answer

To reset your app PIN follow these simple steps:

Access the sign in screen on your app

Below the on-screen number pad, select ‘Reset PIN’

Re-enter your IMB Bank Internet Banking Password (If you have forgotten your password, refer to below steps)

You will be prompt to enter a new PIN

If you have forgotten your IMB Bank Internet Banking Password;

Select 'Forgot your password?'

Below the 'Sign In' option, select 'Reset Password'

Follow the prompts, you will require your member number, date of birth and mobile device (You will need to be registered to receive security codes via SMS)

Once you have reset your password, return to the IMB Mobile App, select 'Reset PIN' and follow the above steps

Question 60

How can I change my app PIN?

Accepted Answer

You can change your app PIN at any time by selecting "Change PIN" from the 'Menu' once you're signed in.

Question 61

How do I register my device for the IMB Bank Mobile Banking App?

Accepted Answer

You must have logged on to IMB Bank internet banking at least once to be able to register your device for the Mobile Banking App.

To register your device for the app you will need your internet banking member number and password. Then follow these simple steps:

Download the app

The registration screen will be displayed

Enter your IMB Bank member number & internet banking password and tap 'Sign in'

You will be sent a one-time security code via SMS to your registered mobile number. Enter the passcode and tap 'Submit'

Read and acknowledge your agreement with the Terms and Conditions

Create and confirm a 4-digit PIN to use for the mobile banking app (your PIN).

If your device has biometric sign in you will be asked if want to use a biometric method to access the app.

When selecting your PIN, it is important to remember not to use anything that can be easily associated with you including but not limited to:

Date of birth

Marriage date

Bank account numbers

Family members details

Car-rego numbers

Licence numbers

Personal telephone numbers

Consecutive numbers or numbers that form a pattern

Please refer to IMB's PDS for further details on how to protect the security of your access codes.

IMPORTANT:

The app PIN applies to the device on which you have downloaded the app. If the app is installed on multiple devices (e.g. phone and tablet), an app PIN will need to be set up for each device. The app PINS are independent of each other, but you can set the same PIN across multiple devices. Please refer to IMB’s Mobile Banking App terms and conditions that apply to your use of fingerprint sign in to access the App.

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Question 62

Why do I have to register my device to use the App?

Accepted Answer

You are required to register your device for the IMB Bank Mobile Banking App as an added security measure. Each device on which you install the app will need to be registered for the app individually.

If your phone or tablet is lost or stolen you must de-register the device by calling 133 462 (Monday - Friday 8am - 8pm or Saturday 9am - 4pm).

Question 63

What do I do if I don’t recognise a device?

Accepted Answer

Note the details of the device, delete the device then contact IMB Bank immediately on 133-462.

Question 64

How do I delete a Device?

Accepted Answer

You can delete a device by logging into your app go to 'Menu' and select 'Registered Devices'. All your registered devices will be visible here. Swipe left on the device you wish to delete.

Got a question on the Mobile Banking App?

What does Root check logs mean?

How do I remove Malware from my computer or mobile device?

Will IMB contact me if Malware is detected on my computer or mobile device?

What is Malware?

What are GPS Location logs?

When will IMB contact me regarding my Internet or Mobile Banking?

What happens if I do not allow IMB to collect information from my computer or mobile device?

How do I know that the personal information collected by IMB is stored securely?

What information does IMB collect from my computer or mobile device?

Why does IMB Bank collect information from my computer or mobile device?

How do I keep my mobile device secure?

The mobile number I have linked to Internet Banking and that I used to register the app has changed. What do I need to do?

What do I do if I get a new phone or tablet?

What should I do if I am selling or giving away my mobile phone or tablet which has the app installed?

I have lost my phone or tablet, what should I do?

Is the app secure?

How do I rename my account?

Can I create favourite BPAY Billers and Payees via the App?

Can I manage BPAY Billers and Payees via the App?

Can I delete BPAY Billers and Payees via the App?

Can I add BPAY Billers and Payees via the App?

How do I share a receipt?

How can I make a BPAY payment?

Can I transact on Accounts that need 2 or more to sign in the App?

How do I transfer money to someone else?

How do I transfer money between my accounts?

Can I access more than one person’s accounts using the app?

How do I delete a scheduled payment?

How do I view my scheduled payments?

How can I view my general account details?

How can I view transaction history?

How do I see my Accounts?

What does “Update required” mean?

How do I sign out of the app?

How do I sign in to the app?

How do I change my account names?

How do I change the image shown for my accounts?

How do I change the account order?

How do I change the order of accounts shown in Balance Peek?

How do I change the accounts shown in Balance Peek?

How do I turn Balance Peek off?

How do I turn Balance Peek on?

What is Balance Peek?

What other app functions can I use for multiple entities?

How can I change my default entity?

What is a default entity?

What is Entity Management?

How do I setup my other entities?

How do I turn off fingerprint or Face ID sign in for the app?

What happens if I set up a new fingerprint or Face ID or delete a fingerprint or Face ID?

How do I set up a fingerprint or Face ID on my device?

How do I set up fingerprint sign in for the app?

Is fingerprint and face sign in secure?

What is fingerprint and face sign in?

I am blocked from the app, is my internet banking also blocked?

I have entered my internet banking password incorrectly and am blocked from Internet Banking. Is my app access also blocked?

What happens if I change my internet banking password? Does this affect my app access?

I have entered my app PIN incorrectly and am blocked, how do I reset it?

I've forgotten my app PIN, how do I reset it?

How can I change my app PIN?

How do I register my device for the IMB Bank Mobile Banking App?

Why do I have to register my device to use the App?

What do I do if I don’t recognise a device?

How do I delete a Device?

How much does it cost to do an Osko payment?

How can I do an Osko payment via the App?

What are the benefits of making payments using Osko?

What is Osko?

My PayID has been changed but not by me?

What statuses can a PayID have?

I don't have the option in the App to create a PayID?

I tried to create my PayID but it shows as “Created Elsewhere”?

Can I have multiple PayIDs linked to the same account number?

Can I have multiple accounts linked to the same PayID?

What sort of accounts can I link my PayID to?

What can I use to create a PayID?

What are the benefits of using a PayID?

What is PayID?

Is a tablet version of the IMB Bank Mobile Banking app currently available?