Self Help


Self Help

To save you time, we've compiled some of the most common NAB Connect help desk questions.

 

USER ACCESS

What would you like help doing? Here’s our tip to save you time
  • Forgotten password
  • Suspended user
  • Restore Access for a user

Your Security Officer + can reset a user’s password.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/suspend-restore-delete-users-and-reset-users-passwords.pdf

  • Switch to a mobile token
  • Re-activate your NAB Connect mobile token after switching your mobile device

Your Security Officer + can generate the activation codes for a new and existing mobile token.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/request-a-mobile-token-or-suspend-the-access-of-an-existing-nab-connect-user.pdf

  • Physical token out of battery
  • Replace an existing token

Your Security Officer + can switch you to a mobile token so you can complete your banking activities faster. Alternatively, you can request a physical token via secure message in NAB Connect.

https://www.nab.com.au/nabc-content/nab-connect-help

 

Please Note: Physical tokens may take up to five business days to be received.

 

  • Issues with accessing Commercial Cards in NAB Connect

New and existing users who haven’t accessed Commercial Cards in NAB Connect for more than 90 days will need to re-activate their access by emailing Client.Services@nab.com.au providing their User ID, Company Name and Company ID (if known).

Once re-activated, they must access Commercial Cards within 30 days to maintain access to the service in NAB Connect.

  • Guide to Corporate Cards Self Service (CCSS)
  • How to Navigate the system
  • How to order new cards or make changes within CCSS

A detailed CCSS User Guide is available to view and download via NAB Connect > Help > Products > CCSS User Guide.



 

AMENDMENTS

What would you like help doing? Self-Service options how we can help you
  • Add a new user to your NAB Connect site
  • Modify an existing users access

Your Security Officer + can create or modify General and Authorising users in NAB Connect.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/create-or-modify-user-details.pdf

  • Access a new account

NAB Connect automatically registers first party accounts (accounts held in the same name as your NAB Connect site), but you may need to rename the account or make changes to the service.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/assign-services-and-users-to-an-account.pdf

Access to accounts linked to the NAB Connect facility is managed by your Security Officer via Admin > Accounts > select the account > Assign users > select the users and click on Save.

If dual administration is enabled, an alternate Security Officer + will need to approve the change via Admin menu > Amendments > select the Amendment ID and click on ‘Approve’

 

  • Access a new account under a different name
  • Add an account under a different business name in NAB Connect

You can add an account under a different business name by completing the NAB Connect Amendment form.

 

More information:

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/amendments-add-accounts.pdf

 

 

PAYMENTS

What would you like help doing? Self-Service options how we can help you
Find a Fast payment processed on a weekend Transaction history

Any Fast payment submitted on the weekend will process on that date. This transaction will display on the next business day in Transaction history and your NAB bank statement.

View the detailed information on a fast payment received Under Accounts select the Transaction View, then select the Simple search button in the top right hand corner.

Now select the chevron in the right-hand column next to the fast payment you’d like to see the detailed information for.

The detailed payment information will then display.

Transfer between your own accounts

For a single transfer;
- Choose Payments > Transfer (Linked account)
For multiple transfers;
- Choose Payments > Pay multiple (Domestic)

Create a direct credit, direct debit or payroll payment

Click on Payments > Other payment types to choose these options

View your accounts total debit and credit balances

Seeing 'unavailable' under total debit and credit balances? Select a group that does not contain an account which shows as unavailable or N/A.

 

Status Definition
Payment ‘Processing’ times

Payments in a ‘Processing’ status will be processed by NAB within 30 minutes.

For overnight payments (Direct Credit / Payroll / Pay anyone,) please allow until the next day for funds to clear to the beneficiaries account.

 

‘Pending funds’ status

Upon a payment being authorised NAB Connect will perform an account balance check. If there aren’t sufficient cleared funds in the account NAB Connect will attempt authorising this payment every 30 minutes after until the payment cut off time.

Post the cut off time the payment will go into a ‘Requires repair’ status.

This payment can be revoked by an Authorising user.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/edit-and-or-repair-a-payment.pdf

 

‘Requires repair’

Payments with this status won’t process until further action is taken.

https://www.nab.com.au/content/dam/nabconnectcontent/nab-connect-help/quick-reference-guides/edit-and-or-repair-a-payment.pdf

 

 

ACCOUNT INFORMATION

What would you like help doing? Self-Service options how we can help you
Want the detailed view of transaction history as your default

You can set your default view for Transaction history to ‘Advanced’ under Page settings

Further information on a credit/debit transaction not processed in NAB Connect

NAB Connect payments will always include the Payment ID as part of the transaction narrative.  From the transaction history screen, click on the hyperlinked Payment ID to open and view the details of the payment.

For Incoming international payments, if the account is registered for Internet Banking, a credit advice maybe available via Internet Banking.  Alternatively, a letter will be posted outlining details of the overseas inward credit.

For debit and credit card transactions, a request can be lodged via www.nab.com.au/dispute to obtain further information.

For any other type of transaction, contact your Business Banker as they maybe in a better position to lodge a trace and obtain further details.  Your Business Bankers contact details can be located by clicking on the Contact us link at the top of the NAB Connect screen when logged in.  

To see your Business Bankers contact details

Your Business Bankers contact details can be located by clicking on the Contact us link at the top of the NAB Connect screen when logged in. 

Security Officers are able to see banker contact details by clicking on Contact Us at the top of the screen (black banner).

Banker details are also displayed on the 1st page of the bank statement under the ‘Outlet Details’ section.

Order deposit book/ cheque book/ Express Deposit Bags

You can request to reorder a cheque book, deposit book or EBD bags using Internet Banking via Accounts menu > Re-order book or Re-order EBD bags

Reorder requests made between 9am-4pm will be processed the next business day.

Alternatively, contact the Business Servicing Team on 13 10 12.