Below is a list of trouble shooting errors that may help you resolve your issue. If you have an issue you need help with that is not addressed below, please help us resolve it by reporting the issue.

  1. My app crashes. When I open it, I’m kicked out and returned to the home screen.
  2. The app doesn’t work properly on my tablet device. Why is that?
  3. I’ve forgotten my Internet Banking username or password. What should I do?
  4. I’ve forgotten my 4 digit PIN. How do I reset it?
  5. I’m getting an error message advising me that I have reached the maximum number of app registrations. Why is this?
  6. When I go to access the ATM locator, I get an error message telling me that location services are turned off and the locator tool won’t load. Why is this?

My app crashes. When I open it, I’m kicked out and returned to the home screen.

You should first delete and re-install the app on your phone. If the problem persists, please report the problem using the form below so we can investigate the issue. This will help us complete additional testing to identify the appropriate solution.

The app doesn’t work properly on my tablet device. Why is that?

The app is designed to work on smart phones and has not been optimised for use on tablet. This simply means that the app will work on a tablet, however the imagery may not appear as intended. If you experience an issue using the app on a tablet which is related to functionality or an error message (i.e. not visual) please report the problem using the form below so we can investigate the issue.

I’ve forgotten my Internet Banking username or password. What should I do?

You must be registered for Internet Banking to use the mobile banking app. To reset your Internet Banking password or if you have forgotten your member number, you will need to contact us. You will be required to answer some security questions for your password to be reset or to retrieve your member number.

Please note that Easy Street does not retain your Internet Banking password for security reasons. If you have forgotten your password, it will need to be reset with a new one.

I’ve forgotten my 4 digit PIN. How do I reset it?

Your 4 digit PIN is different to your Internet Banking password. It is a short password designed to work within the app only, not within Internet Banking to give you faster login to mobile banking. To reset your PIN, you can either:

  1. Delete and reinstall the app. You will need to register for the app again. Please note that the maximum number of app registrations per membership is 5. If you delete, re-install and register the app on one or more devices, you will need to contact us after the 5th time as you will get an error message advising that you have reached the maximum number of device registrations. This is a security feature designed to prevent your membership being registered across too many devices or over and over again on the one device in case there was an attempt to access your account.
     
  2. Contact us and request the PIN to be removed. When you go back in to the app, go to settings from the bottom menu within the app and select “Reset PIN”. It will prompt you to enter a new PIN and save it.

I’m getting an error message advising me that I have reached the maximum number of app registrations. Why is this?

A security feature of the app is that you can only delete, re-install and register the app on one or more devices, up to a maximum of 5 times. This helps prevent your membership from being registered across too many devices or over and over again on the one device in case there was an attempt to access your account. If you receive the error message, you have registered for the app 5 times already and will need to contact us so we can delete the previous registrations.

When I go to access the ATM locator, I get an error message telling me that location services are turned off and the locator tool won’t load. Why is this?

The locator tools need to know where you currently are so it can find the ATM nearest to you on the map. You need to enable location services in your device settings to have these features function properly. Please note that additional data charges may apply from your phone provider however you can switch these off again when you are finished.

How to report a problem

Have you come across an issue that has not been addressed on this page? It’s important to us that we become aware of any errors or difficulties you may be experiencing with our app so that we can investigate the issue and prevent it from happening. To report an issue you are having, please complete the form below so we can investigate it.

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