Website and Internet Banking FAQs

Check out our helpful answers to some of your questions. If we haven’t answered your questions below you can always call us on 1300 369 900 and one of our helpful staff can assist you.

Need Help? Our Website and Internet Banking FAQs should have you covered

  • Before you start

    Before you go any further, please be aware that we optimise for the following browsers:

  • How can I view forms and other documents?

    Some forms and documents on this site are provided in .pdf format. These require the current version of Adobe Acrobat Reader DC to view.

    See the Adobe web site to download Acrobat Reader DC by clicking on the “Download Acrobat Reader” button. You may want to un-select the additional offers Adobe makes available with this download.

    If you are having difficulties downloading the Reader, you should contact your local computer support person.

  • I am having issues with my Internet Browser

    This can be very frustrating, but we have found clearing your browser history and cache will fix the vast majority of issues. We have provided instructions for doing this below for all browsers we support:

    Google Chrome:

    • On your computer, open Chrome
    • At the top right, click More, or the three vertical dots
    • Click HistoryHistory
    • On the left, click Clear browsing data
    • From the drop-down menu, select how much history you want to delete. We recommend selecting ‘from the beginning of time”
    • Check the boxes for the info you want Chrome to clear, including “browsing history.”
    • Click Clear data



    • To clear your history and cookies, go to Settings, Safari, and tap Clear History and Website Data
    • To clear your cookies and keep your history, go to Settings, Safari, Advanced, Website Data, then tap Remove All Website Data



    • Open Firefox on your computer.
    • In the upper right-hand corner of the browser, click the “menu bars,” which look like three parallel lines, and click the “Privacy” tab.
    • Here you can select “Clear your recent history.”
    • Be sure that only “Cookies” is checked, and then select the time frame for which you would like to delete your cookies. If you want to delete all cookies, select “Everything.”
    • Double check your selections to make sure that other items you want to keep are not selected, and then hit “Clear now.”


    Microsoft Edge:

    • Launch Microsoft Edge and go to the “more” menu and select “Settings.”
    • Scroll to “Clear browsing data,” and then select “cookies and saved website data” and then select clear


    Internet Explorer:

    • Launch Internet Explorer.
    • Select “Tools” from the menu, select the “Safety” menu, and then select “Delete browsing history.”
    • Make sure that the “Cookies and website data” checkbox is selected, and then click on “Delete.”
  • Registering for Access to Internet Banking

    Q: How do I register for the Internet banking service?
    You can use our general online application form. Or simply apply at one of our branches.

    Q: After filling in my application form to use Internet Banking, how long will it take before I can use online banking?
     Usually within 48 hours you will receive an email from us confirming your application. Your access code will only be given to you over the phone and only once you have been appropriately identified. Alternatively, you can attend a branch and you will be registered immediately and given your initial access code. Then log in to Internet Banking, and key in your member number and access code.

  • Access Codes

    You will be prompted to change your Access Code on first accessing Internet Banking.

    Q: What if I forget my Access Code?
     You must notify us that your Access Code is not working or you have forgotten it. We will issue you with a new code on verification.

    Q: How many times can I attempt to log in with my Access Code?
     Internet Banking will allow three login attempts before blocking access to your accounts. Contact your branch or call us on 1300 369 900 during business hours for information about getting your password reset, or follow the instructions in “What if I forget my password?”.

    Q: Sometimes the system rejects what I have chosen as my new Access Code. Why is that?
     Here are some rules for Access Codes:

    • Access Codes must be at least 4 characters long and can be a combination of the numbers 0 – 9 and/or letters A – Z. They cannot have any blanks, or spaces, embedded in them. Access codes are case sensitive.
  • Logging In

    Q: Can I change my Access Code?
    You can change your access code online. A new access code must contain a minimum of six (6) and a maximum of twelve (12) characters with a minimum of one (1) number and not have any blanks or spaces embedded in it.

    Q: Why is the Internet Banking login screen not appearing?
    You may have a pop-up blocker on your browser. To allow the window to appear try the following methods:

    If using Microsoft Internet Explorer:

    • Open Internet Explorer.
    • Go to Tools Menu.
    • Go to Pop-up Blocker > Pop-up blocker settings.
    • Type in the url of the Internet Banking login page in the “Address of website to allow:” box and click “Add” button.
    • Click “Close” button.

    If using Mozilla Firefox:

    • Open Firefox.
    • Go to Tools Menu.
    • Go to Options.
    • Go to Web Features.
    • Click top “Allowed Sites” button.
    • Type in the url of the Internet Banking login page in the “Address of website:” box and click “Allow” button.
    • Click “OK” button, then click “OK” button again.

    Q: Why are my Member Number and Access Code not being accepted?
    The most likely reason is that you have typed your Member Number or Access Code incorrectly. You must type your Access Code exactly as you did when you changed it. Check your Number Lock Key. For more information about passwords please refer to the Question “Sometimes the system rejects what I have chosen as my new password. Why is that?”.

    Another reason could be that your browser’s Internet Options or Preferences settings do not allow acceptance of cookies.

    Q: When I enter my Member Number and Access Code and click the Sign On button, the box is clear. Why is this?
    There may not be a problem. When you enter your details the screen clears momentarily for privacy and security reasons. The Internet banking system should appear within 10 seconds. Alternatively, if the screen seems to freeze then your browser might not have the high level of security encryption required to access online banking.

  • Screen Display

    Q: Why do I always need to scroll down to see the full screen on each option?
     This may be because your display settings are set to a resolution of less than 800 x 600. You can check these via the “Control Panel” display settings if you are using a Microsoft Windows operating system. If you are unsure of how to check or modify your display settings please contact your PC maintenance service or the dealer from whom you purchased the PC.

    This may also occur because you have added a toolbar to the window display. If you are unsure of how to check this, please contact your PC maintenance service or the dealer from whom you purchased the PC.

    Q: Why is it that some boxes or buttons on my browser’s window are not displayed correctly?
    Your PC could be running out of assigned memory. Close down some other applications you have open, to free up memory. Your display settings may not be correct for your monitor, or you may not be using the correct driver for your monitor. Please contact your PC maintenance service or the dealer from whom you purchased the PC.

  • Transacting (including statements)

    Q: What is a transaction list?
    A: A transaction list is a list of all your transactions over a period of time that you select. It is similar to a statement. (Note: This account transaction list does not constitute the account statement Family First is required to issue to you in accordance with the terms and conditions applicable to your account.)

    Q: How far back can I print off my account transactions?
    A: You can print a list of your transactions, up to 12 months previously. You can also download your transaction history to a variety of money managing software packages.

  • BPAY

    Q: If I load a future BPAY payment, how many times will it try to debit my payment?
     Internet Banking will attempt to debit the money five times. If sufficient funds are not available after the fifth attempt, the payment will not be made.

    Q: What is the cut-off time for BPAY payments I want to be made today?
     Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

    Q: Why do I receive a message saying my Customer Reference Number is invalid?
    A: Please check your bill to ensure you have entered the number correctly. Ensure you have not entered any spaces between the numbers. If you still receive the message, please contact the payee and check the details.

    Q: Why do I receive a message saying my biller number is invalid?
     BPAY payments can only be used to pay bills bearing the BPAY logo. Please check your bill to ensure the logo appears. Also, please check your bill to ensure you have entered the biller number correctly.

    Q: How can I check that a BPAY payment has been made?
     You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY payments will appear along with any other transactions you have made.

    Q: Why hasn’t my BPAY payment gone through?
    A: This can happen if you did not click the ‘Confirm‘ button on the BPAY – Confirmation screen. Cleared funds must be available in your nominated account for the payment to be made. If you have scheduled a payment to be made in the future, you must ensure that there are sufficient funds in your account to cover the payment on the day before the payment is due.

    Q: What happens if I make a mistake with a future dated payment or want to cancel it?
    Click on the Future Payments button. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.

    1. Click the Modify button to view or modify details of a future dated payment.
    2. Click the Delete button to delete, and therefore cancel a future dated payment.
    3. After you have deleted or modified the payment, click the Confirm button.

    Q: If I cancel my Internet Banking access, will this cancel my BPAY payments?
     No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your online banking access.

  • Miscellaneous

    Q: I tried to download Adobe Acrobat Reader and it displayed a message ‘corrupt file’. What should I do?
     Your PC may be timing out before the download is complete. Try one more time.

    Q: When I click on the Internet Banking Login button on Family First Bank website I get a web page with ‘old browser detected’ on it. I’ve tried using Internet Explorer as well as Netscape. What’s wrong?
    Internet Banking requires the latest web-browser technology – either Microsoft Internet Explorer 5.5 or Mozilla Firefox 1.5.

    Q: Can I gain access to Internet Banking from overseas?
     Yes. So long as you have Internet access and remember your Member Number and Access Code, you can access all Internet Banking functions from anywhere in the world. Please ensure that you maintain strict control over your Access Code details. In addition, ensure that the PC you are using has the latest virus protection and is secure.

    Q: How long can I leave the Internet Banking site open on my PC?
     Internet Banking will time out after 15 minutes of inactivity. We recommend that you never leave your Internet Banking site open if you leave the computer you are working on. Log out of Internet Banking and re-enter at a later time if required.

    Q: Why do I sometimes receive a display with the message “System is not Available”?
     Sometimes we perform housekeeping functions on the Internet server. These only take a couple of minutes but can interrupt service while they are in progress. We advise you to wait a couple of minutes until the system is available, or to close down your browser, wait a moment and try again. If problems persist please contact us.


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