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E hume@humebank.com.au

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Getting Started with mBank

What is mobile banking?

Designed for internet banking on mobile devices, it enables you to access Hume's internet banking system, iBank, via the internet using your mobile device. It's fast, easy, and can be downloaded and installed as an app or visited at m.humebank.com.au via your devices internet browser. See 'accessing mBank' for more details.

What internet banking functions are available when I use my mobile to access mBank

You can...

  • Check account balances
  • View your last 100 transactions
  • Pay and view bills using BPAY®
  • Pay anyone via SMS or email using mPay
  • Transfer funds to internal and external accounts
  • Setup future and recurring transactions
  • Store new payees for future use
  • View your interest on savings and loan accounts
  • Locate your nearest branch/ATM

What's the difference between using a mobile device instead of my computer to access internet banking?

Whilst mobile devices allow for internet browsing just like a computer, it's often smaller and slower. mBank is a simplified, more mobile friendly version of iBank designed for faster access that will fit a mobile device. 

Do accounts that require two to sign for transactions work on mBank?

No it doesn’t. If another signatory on the account has to approve a transaction electronically, this must be done through iBank.

Where can I find mBank?

It can be downloaded via the Apple, Android and Windows app stores, or as a 'web-app', accessable via the web-browser on your mobile device.

If available, the smartphone app is the recommended choice and can be downloaded from here. If this isn't an option, you can access our web-app via m.humebank.com.au in your devices web browser. 

 

How do I log in?

You must be registered in iBank before you can access mBank. Once registered, you will acquire your customer number and password details needed to access Hume's online services. To learn more, click here.

For smartphone mBank apps, your customer number and password combination wil be required the first time you log on. After, it will be your choice of PIN (chosen at registration) or iBank password (customer number not required) that you use to log in. 

For the web-app, you will be required to enter you customer number and iBank password at each log in.

What type of device can I use to access mBank?

Most current mobile phones running iOS (iPhone, iPad, iPod touch) and Android (excluding tablets) can download the mBank app, Windows-phones can find it here.

What settings do I need to switch on?

To ensure the best experience, you should switch the following settings on (if you can):

  • Location via GPS (to use the smartphone-app's branch/atm locator)
  • Support HTML tables
  • Use foreground and background colours
  • Use background images
  • Show images
  • Support embedded media
  • Support style sheets
  • Load all content


Consult your mobile phone manual for assistance with these settings.

Can I access mBank via my mobile when I am overseas?

Yes. However, roaming charges may apply unless you use a WiFi network. To find out more, please contact your mobile service provider.

Will I be charged a fee when I access mBank via my mobile?

Hume doesn’t charge any fees to access mBank via your mobile, however your current internet and mobile service providers’ normal charges will apply.

mPay transactions incur a charge of 30 cents per payment sent from all accounts that can access mBank, refer to our Fees and charges for more information.

Registering mBank (smartphone app only)

Rergistering mBank requires you to log on with you iBank details, registration is convenient as it allows access to the app via just a PIN or password rather than entering you customer number at each log in.

 

To register:

  1. Download an install the app, reading the terms and conditions and accepting if you chosoe to abide by them.
  2. Enter your current customer number in the first field, your current iBank number in the second field and choose a PIN to log in with for the future. 
  3. Confirm your chosen PIN, then choose to switch quick balance on or off. 

What is PIN login, how do I use it, and is it safe?

This allows you to enter a PIN number of your choice when you log onto iBank, rather than entering your password every time. 

 

You can enable or diable this feature during registration and within the app settings. You can also change your PIN number within the app settings. 

This feature can only be accessed from your device, even if another device has your PIN number. (unless you have registered another device). Switching off this feature will cause iBank to require your password before logging on. 

What is quick balance, and how do i switch it on/off? (smartphone-app only).

Quick balance allows you to view the available balance of your default account without needing to log in to mBank. Simply launch the app and tap the 'notifications' tile to view your balance.

The default account displayed in quick balance can be assigned in iBank by clicking "Summary Page" from the "My Options" menu, assigning one of your accounts as default, then clicking save. If no account is selected as default within iBank, no balance will be displayed in the quick balance tile.

To switch on/off quick balance, either indicate your preference during registration, or toggle the 'display account balance' setting within the app's settings menu 

How do I access the smartphone-app's settings?

App settings can be found by tapping the 'gear' icon on the bottom right of the screen.

The app settings will allow you to turn on/off PIN access, change your PIN, and turn on/off quick balance (see above).

 

Managing Accounts

Checking a balance

Via the smartphone app: If 'quick balance' is turned on (via the app settings) the available balance of your default account (selected in iBank within via the 'summary page' link from the 'my options' menu) is listed under 'notifications'. Alternatively, the balance of each of your internet banking enabled accounts is listed after tapping 'Accounts' and logging in.

Via the web-app: The balance of each of your accounts, including joint accounts, is displayed on the very first screen in mBank. To check your balance, simply log in and view the balance beside the desired account.

View a transaction history

mBank allows you to view the last 100 transactions made on each of your accounts, as well as the details of those transactions. To do so:

  1. Tap the 'accounts' tile (if accessing mBank via the smartphone app)
  2. Log in to mBank
  3. Tap the account you wish to view
  4. A list of the latest transactions is displayed, tap “Get next transactions” to view more (up to 100)
  5. Tap a specific transaction to view details on that transaction.

Finding the internal and external account numbers for your accounts

To view account details:

  1. Tap the 'accounts' tile (if accessing mBank via the smartphone app)
  2. Log in to mBank
  3. Tap more
  4. Tap account details
  5. Note the internal and external reference numbers (in the format Internal / external)

 

Transacting

Performing a transfer

To complete and external transfer on your account, you will need to have set up a Daily External Transfer Limit on your account. Refer to "Daily external transfer limits" under "Managing Accounts" in iBank help for more information.

To perform a transfer:

Via the smartphone app:

  1. Tap the 'transfer' tile
  2. Log in to mBank
  3. Skip to step 4 below

Via the web-app:

  1. Log in to mBank
  2. Tap Payments
  3. Tap Transfer
  4. Tap a “From” account from your list of internal accounts
  5. Tap a “To” account either from your list of existing payees (this includes payees saved in iBank) or select “Pay New”. If pay new is selected:
    1. Enter the BSB, account number, account name, statement reference, and nickname (to save as a payee for future transactions)
  6. Enter a statement reference (appears on your and the recipient’s statement)
  7. Indicate whether to pay now, once at a certain date, or recurring
  8. Tap next
  9. Check details of the transfer and confirm to process the transaction or tap modify if necessary

Performing a BPAY payment

Via the smartphone app:

  1. Tap the 'BPAY' tile
  2. Log in to mBank
  3. Skip to step 4 below

Via the web-app:

  1. Log in to mBank
  2. Tap Payments
  3. Tap BPAY
  4. Tap a “From” account from your list of internal accounts
  5. Tap a “To” account either from your list of existing payees (note: this includes payees saved in iBank) or select “Pay New”. If pay new is selected:
    1. Enter a biller code (included on your Bill), and tap the search button (depicted by the magnifying glass icon)
    2. Select the correct biller from the list
    3. Enter your customer reference number (included on your bill)
    4. Enter a nickname for the biller (to save for future use)
  6. Enter your customer reference number (this appears on your bill)
  7. Indicate whether to pay now, once at a certain date, or recurring
  8. Tap next
  9. Check details of the transfer and confirm or modify if necessary

mPay: Pay anyone via mobile or email

mPay is a transfer option offered by mBank that allows you to make a payment (up to $200) to a recipient using just their mobile number or email address (removing the need to know the recipient’s BSB and account number). After a payment is made with mPay, recipients are sent a message containing a link to web page to accept the payment into an account of their choosing. mPay payments will expire if not collected within 7 days, the amount will return to the payers account after expiry. 

mPay: How do I use it?

To make an mPay payment:

Via the smartphone app:

  1. Tap the 'mPay' tile
  2. Log in to mBank
  3. Skip to step 4 below

Via the web-app:

  1. Log in to mBank
  2. Tap payments
  3. Tap mPay
  4. Tap pay new (or select an existing payee)
  5. Enter a name, amount, and number or email to pay to. (keep the “Save Payee for future use” option checked if you’d like the payee’s detail stored for faster access later)
  6. Select an account to pay from, and add a short message to include with the notification (optional)
  7. Tap next,  and confirm, or modify to amend details

Note: transfer amount can be up to/ cannot exceed $200.

Recipient must then:

  1. Open the link included in the email or SMS
  2. Enter required details
  3. Collect the payment

Note: Payments can be collected by following the same collection link on computers and most internet enabled devices. 

mPay: Does mPay contribute to my external transfer limit?

No, mPay transfers operate outside of your normal external transfer limit.

mPay: How long does it take for the recipient to receive an mPay payment?

From the time the recipient collects the payment, the payment will be transferred within the same time frame as an external transfer. Payments received by Hume account holders will be processed almost immediately. Recipients that that collect the payment into an account external to Hume before 4.30pm on any business day will generally receive the funds by 9:00am the next business day.

If collection is performed after 4.30pm or on a weekend or a public holiday, then the transaction will not be processed until the next business day, and will not be available to the recipient for a further day.

If collection is performed after 4:30pm on a Friday then the funds will not be available to the recipient until after 9.00am on the following Tuesday.

These timeframes are subject to processing by the recipient institution.

mPay: Why is my money withdrawn before the recipient collects the payment?

As soon as you make an mPay payment, money is withdrawn from your account into a holding account to await collection. If the recipient does not collect the payment within 7 days or you cancel the payment (see “Can I cancel a payment” below), this money is returned to your account.

mPay: Is there a fee?


To cover SMS charges incurred due to the notification, mPay transactions incur a fee of 30 cents per mPay notification sent on all accounts that have access to mBank. Refer to our Fees and charges for more information.


Your phone provider will not charge you for an SMS message sent via mPay, though as with any online content accessed by your mobile device over a cellular network, you may incur data charges from your provider.

mPay: What happens to uncollected payments?

The number of payments that are currently pending collection are highlighted in the Payments section of mBank.

To view uncollected payments:

Via the smartphone app:

  1. Tap the 'accounts' tile
  2. Log in to mBank
  3. Skip to step 2 below

Via the web-app:

  1. Log in to mBank
  2. Tap “Payments”
  3. Note the number included over the “Uncollected Payments” icon
  4. Optional: Tap the Uncollected Payments button to view details on each uncollected payment.

mPay: What do I do if I've entered the wrong email address or phone number?

The incorrect recipient will be unable to collect the payment without knowing the amount to be paid, however, you should cancel the payment as soon as you realise the error. See “Can I cancel a payment?” below for instructions on cancelling a payment.

mPay: What do I do if my recipient didn't receive the notification?

First, ensure that the correct mobile number or email was entered. See “What do I do if I’ve entered the wrong email address or phone number?” above for information on incorrect destinations.

Ensure that the recipient checks their junk or spam folders if the notification was sent via email.

Alternatively, advise the recipient of the collection details in person (or verbally over the phone). These details can be found by in the uncollected payments section of mBank:

To manually find collection details:

Via the smartphone app:

  1. Tap the 'accounts' tile
  2. Log in to mBank
  3. Skip to step 2 below

Via the web-app:

  1. Log in to mBank
  2. Tap payments
  3. Tap uncollected payments
  4. Tap the payment for which the details are required
  5. Verbally provide the recipient with the collection code, amount and this URL to access the payment.


NOTE: Be safe, never send a text or email containing this information to the same address that failed to collect the payment. Instead talk to the recipient to ensure the information is going to the right person. 

mPay: Can I cancel a payment?

Yes, mPay payments can be cancelled at any time prior to collection by the recipient, and be returned to the payers account.

To cancel an mPay payment:

Via the smartphone app:

  1. Tap the 'accounts' tile
  2. Log in to mBank
  3. Skip to step 2 below

Via the web-app:

  1. Log in to mBank
  2. Tap payments
  3. Tap uncollected payments
  4. Tap the payment you wish to cancel
  5. Select delete
  6. Confirm deletion
     

mPay: Can I use mPay for international transfers?


No, as with regular iBank or mBank transfers, mPay can only be used for transfers to accounts within Australia.

 

Security

Do I need a security device to access mBank?

No, you do not need a security device to access mBank however some higher risk functions will be unavailable without one (see below)

Can I copy the One Time Password downloaded to my mobile and paste it to the field on the mBank login screen?

Yes, many smart phones have a copy/paste function. Please refer to your mobile phone manual for this function.

Is it safe to use my mobile phone for banking?


Using your mobile for internet banking is as secure as using internet banking from your computer. For an added layer of security it is recommended that you use a One Time Password generated from a security device when you access mBank, rather than one installed to your mobile device.

Is mPay secure?

Yes. mPay transfers are secured based on two factors, the link containing a unique code sent only to you, and the agreed payment amount. If someone were to access the link via your phone or email, they will remain unable to collect payment without knowing the exact amount to be collected.

Where can I find more information on security devices?

For more information, please see our security device FAQ available here.

 

Trouble shooting

Ask Hume to contact you regarding an enquiry

mBank allows customers to request Hume to contact them for any enquiry. For urgent matters (such as security concerns), please call 1300 004 863, or tap the green call icon from within mBank.

To submit an enquiry:

Via the smartphone app:

  1. Tap the 'accounts' tab
  2. Tap 'more'
  3. Skip to step 3 below

Via the web-app:

  1. Log in to mBank
  2. Tap the more icon
  3. Tap contact me
  4. Fill in the details of your enquiry and tap confirm

Why won't mBank allow me to externally transfer?


In maintaining a high level of security, a number of factors may prevent you from externally transferring from mBank. These issues and their solutions are detailed below:

 

Problem Solution

In maintaining a high level of security, a number of factors may prevent you from externaYou do not have a registered security device.y transferring from mBank. These issues and their solutions are detailed below:
For security, mBank will not allow you to externally transfer any amount to a new payee without an active security device registered to your account. See "Security and Security Tokens"  for more information on registering a free security device to your account. Please note, that you may continue to externally transfer via iBank.
You have not set a daily external transfer limit for your account. If a daily external transfer limit is not assigned to your account (i.e. during iBank registration) the limit will by default be zero for security purposes (preventing any external transfer). To set assign a daily external transfer limit to your account, contact Hume on 1300 004 863 or visit us in branch with valid ID.
You have reached your daily external transfer limit. If you have set your daily external transfer limit, you may have reached it for that day. Please try again the following day or contact Hume on 1300 004 863 or in Branch with valid ID to increase your daily limit.
There are insufficient funds in your account. Check that the account you are transferring out of has sufficient 'available balance'. Note that the available balance of your account may be different to the standard balance. The available balance of your account is indicated when you select that account during the transfer process (see "using mBank" above for more information about transferring)

 

I received the error "Maximum registration limit reached". What does this mean?

For security, Hume prohibits more than 5 registrations of the app to a single customer at any one time. A registration is counted each time you register the app, meaning a single device if registered 5 times over after uninstalling and reinstalling will be counted as 5 registrations.


To deregister your unused registrations to make room for another, contact Hume on 1300 004 863 or visit us in branch.

I forgot my password/PIN, how do I reset it?

To reset your password or PIN, please contact Hume on 1300 004 863 or visit us in branch.


Alternatively, if you’ve forgotten your PIN but remember your password; uninstall, reinstall and reregister the app using your iBank password, selecting a new PIN if you wish.

I tried an incorrect password multiple times, how do I unlock my account?

Contact Hume on 1300 004 863 to have your account unlocked, and password reset if necessary.

What if I lose/sell my device with the app registered?

Contact Hume immediately to have your device deregistered from your account.


Prior to selling your device, it is recommended that you perform a factory reset to ensure all personal data is erased. Consult your phone’s manual for instructions on how to perform a factory reset.