1.       What can Internet banking do for me?

This is a full-service Internet banking facility that allows you to do your banking with complete security from the comfort and safety of your home or office. You can:

·         obtain balances on all your linked accounts;

·         view statements of your linked accounts;

·         transfer funds between your linked accounts;

·         pay third-party accounts, eg retailers, electricity, telephone;

·         add up to 99 accounts and up to 999 beneficiaries to your profile;

·         order cheque books;

·         make once-off payments;

·         change your profile password;

·         access latest foreign exchange rates.

2.       How do I get connected to Internet banking? 

Prior to accessing Internet banking, you will have to register with your local Internet Service Provider (ISP) and obtain an Internet connection. 

Connecting from work
If you’re accessing the Internet at work, you’re probably connecting via a proxy server, which sits behind a firewall. If you’re having problems, please contact your local PC support department for help.


Connecting from home
You need to subscribe to the services of an Internet service provider (ISP). This will allow you to access the Internet through a modem and your telephone line (Internet calls are generally to a local number).  Should you have any problems connecting to the Internet, please contact your ISP.


Once you are connected to the Internet, you can then visit the bank and complete an Internet profile form, which should be signed, according to your/company’s signing mandates. Once your form has been processed you will be allocated with a profile number and a temporary password, which will enable you to access the Internet banking site.

When you first logon and after you have entered your profile number and temporary password, the site will prompt you to create your own password.

Recommended -


      --Pentium II PC or faster

      --Modem 56 KBPS  (Minimum speed) RS 232-communication port 

      --Analogue/Digital telephone line

      --Minimum display setting: Resolution (screen area) of 800 x 600 colour depth of 24 Bit

      --Random access memory (RAM) 64 Minimum




      -- Internet Explorer 5.5 or higher

-- Opera or Netscape version 8.1 is recommended for clients working on Linux computers

-- Opera or Safari is recommended for Mac computers.
-- NetBank is now also Firefox compatible.

-- For Netscape 8.1 please remember to do the following:

Step 1: Go to Tools, Options. Click on Site Controls

Step 2: Click on “Add Site”

Step 4: Click in Rendering Engine “Internet Explorer and click OK

Step 3: Enter https://<site name> as the domain and change the trust settings to “I trust this site”



      --Windows 98- Second Edition / Windows Millennium
      --Windows NT (Service pack 4 or higher)
      --Windows 2000 - (Service pack 3 or higher)
      --Windows XP Professional (Service Pack 1 or higher) 


3.       How do I ensure that my login page is secure

There are a few checks that tell you whether your page is secure:

·         Make sure that the padlock on the bottom of the screen is closed.

·         At the logon page, check that the URL in the address line reads: https://<site name>

Ensure that the URL commences with https and not just http.


5.       How do I get my Password?

Please visit the bank in order to obtain a temporary Password.


6.       What must I do if I forget or invalidate my password


If you forget your Password, or invalidate it by entering it incorrectly three times. You may visit your nearest branch or phone the Help Desk where you will be assisted.


7.       What is the difference between a transfer and a payment?

A transfer is a movement of funds between your own linked accounts.

A payment is a movement of funds to a third-party account e.g. (creditors/salaries) Edgars, the municipality, etc.


8.       How do I transfer funds using Internet banking?

Once all your accounts are linked to your electronic profile, transfers between them are quick and easy.

To make a transfer select the account you wish to transfer the money from e.g. current account and then the account you wish the money to be transferred to e.g. savings account. Specify the amount and confirm the transfer.

9.       Has payment gone through the account?

When you pay a third-party beneficiary, your payment will not go through immediately if this beneficiary does not banks with another bank. As a guide: when you make a payment to another bank on Monday morning, the funds will be available on Tuesday. For any further information please contact your relationship manager.

10.   What type of beneficiaries can be added online?

The following beneficiaries may be added to your profile:

·         Beneficiaries who bank with other banks

·         Beneficiaries who bank at this bank

·         Approved Beneficiaries*

* An "approved beneficiary" is a company or institution with which we have a special payment agreement for your convenience (e.g. Telecom). When paying an ’approved beneficiary’, you don’t need the beneficiary’s banking details; just select the beneficiary from the list provided.


11.   How do I add beneficiaries – (third parties -creditor/salary payees) to my profile?

You may add your own beneficiaries or alternatively request the bank to carry out this request on your behalf.

For a small fee, beneficiaries will be added to your profile on receipt of your signed written request, in accordance with the mandates held by the bank.


12.   What is my daily transfer/payment limit?

For security reasons you are allocated a daily maximum limit for transfers and payments. This limit is usually arranged with your branch at the same time as your profile. Internet banking displays your daily available limit.

13.   How do I increase or decrease my transfer/payment limit?

To increase your payment and transfer limits you will need to visit your branch or relationship manager. Please remember to take along your ID book to authenticate yourself.


14.   What do I do when I'm trying to load a file for batch processing and I get the following message: "You do not have permission to access files from your browser"

You have the following two options:

1.  In Internet Explorer add the site as a Trusted Website:    
    Tools > Internet Options > Security > Trusted sites > Sites > Enter https://<site address>
> Click on the Add button > OK > OK
2.  In Internet Explorer set the following: 
     Tools > Internet Options > Security > Internet > Custom Level >  ActiveX controls and Plug-ins >
Run ActiveX controls and plug-ins > Enable > OK > OK 

15.   Access Times

Internet banking is a 24 hour service.

16.   What do I do if I can’t read my Internet banking confirmation emails?

If you don’t receive the confirmation emails as a normal email message, then it will come through as an attachment. This attachment needs to be viewed in Internet Explorer as it comes through as a html document. To avoid this in future, there is a file association that needs to be set up on your PC.

For Internet Explorer 6 or higher, setup the following:
- Double click on "My computer" (opens up the window)
- Select Tools > Folder Options
- Select the File types tab
- Scroll down the Registered file types list untill you see "HTML document"
- Select "HTML document" and click the Advanced button
- In the actions box select "Open in same window"
- Select the "Set Default" button
- Click OK

For Older versions of Internet Explorer:
- Double click on "My computer" (opens up the window)
- Select Tools > Folder Options
- Select the File types tab
- Under "Details for HTML extension"
- Select HTML file or URL: Hyper text transfer protocol
- Select Change button
- Select Internet Explorer
- Click OK

All new HTML emails should open in the correct format.


17.   Why does Internet banking show the currency code?

We show the currency because you could have foreign currency accounts which use other currency codes like USD or GBP.


18.   How do I get a list of all of my available and current balances?

Select a function > General Enquiries > Account Balance List > Click on “Submit Enquiry”. The next screen will give you a list of the available and current balances of all of the accounts linked to your profile along with the totals of all of these values. You will also be able to print out this list by clicking on the “Print” button at the bottom of the list.


19.   How do I calculate my current outstanding balance if I have a loan?

To calculate your current outstanding balance: Loan contract balance + (arrears/advance on loan account)

For example:
Contract bal = -100,000.00 ; Account bal = 1000 ; CURRENT BAL = -99,000.00
Contract bal = -100,000.00 ; Account bal = -1000 ; CURRENT BAL = -101,000.00

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