Trouble Shooting
If you have any problems using 'smartlink' Mobile Banking please try our frequently asked questions below. If, after reviewing the suggestions below, you still have any problems please email Wide Bay Australia.
Trouble Shooting – Logging On
Trouble Shooting – Access Code
Trouble Shooting – Connection
Q. How do I access ‘smartlink’ Mobile Banking?
A. Using your mobile devices browser software, type in the address www.widebayaust.com.au
Q. Can more than one client access smartlink from the same mobile device?
A. Yes, as long as each user has their own client number and access code, there are no restrictions to the number of clients using the same device.
Q: I am having problems accessing the login screen – what should I do?
A: Check to see if you can access other internet sites. If you are unable to access the internet through your mobile phone you should contact your mobile phone provider or the manufacturer's technical support. Alternatively please read the Trouble Shooting - Connection.
Q: I am having problems getting past the login screen – what should I do?
A: Mobile Banking requires cookies to be enabled on your browser. Cookies are used to maintain your security and need to be enabled for mobile banking to operate. Check your browser settings to ensure cookies are enabled or get help enabling cookies.
Q. How do I use the Logon Window for Internet Banking
A. The smartlink log on window will prompt you to enter a Client Number and Access Code. Once you have entered your Client Number and Access Code, press “continue”.
Q. My logon is being rejected. What do I do?
A. Ensure you are using your Client Number and Access Code.
Q. I have forgotten my Client Number or Access Code. What should I do?
A. In the event of a forgotten Client Number or Access Code, call our Administration Department on (07) 4150 4282 who will organise to get you banking online again.
Q. What happens if my Personal Access Code is blocked?
A. If your Personal Access Code is blocked you can call (07) 4150 4282 to organise your Access Code to be unblocked. Nb. You need to have a telephone password for our administration department to assist you in this process.
Q. What do I do if I get a “no response from gateway” message?
A. If you get the above message, it is most likely that you have lost your connection to the Internet. Try again to establish your connection, if the problem continues, please call our Administration Department on (07)4150 4282
Q. What happens to my session if my phone locks from inactivity?
A. For security reasons, the Mobile banking session will become inactive after 10 minutes of inactivity. Simply sign on again.
Q. I get the error message “Please navigate via the links on the webpage”. What does this mean?
A. The error message you see is a prompt to navigate through the Mobile banking using the links within Mobile banking and not to use the phone's navigation keys/actions. This has been designed as a safety measure to ensure data isn't resent or able to be accessed after a session has ended.
