Important update for our Android mobile app customers

Our app has been updated to enhance security, and we are aware that some Android users are having trouble logging in or making a payment.

We understand how important a seamless banking experience is, and we’re sorry for the inconvenience this has caused. Rest assured, our team are working hard to resolve the issue as quickly as possible.

In the meantime, here are a few troubleshooting tips if you’re experiencing difficulties:

1. Update Your App: Make sure you have the latest version of the MyState Bank mobile app from the Google Play Store.
2. Making a Payment: You can make payments and transfers via our internet banking platform while we work to fix the mobile app.
3. Login Problems:
   • Can’t find your Customer Number? It’s located on the back of your Visa Debit card (under your name) or on your bank statement.
   • Passcode issue? Log back in with your password, and set up a passcode to get going again. If you’re not sure what your password is, choose the Forgot Password option to reset it. If you get stuck, call us on 138 001 for assistance.
   • Have you forgotten your password? Try resetting it by selecting ‘Forgot Password’ on the login screen. You’ll be guided through a password reset. You can complete a reset in two ways: 1) using your Visa Debit card details or 2) using your personal details. You’ll need to choose a new password you haven’t used previously.
4. Locked Out? No worries! The block will clear after 30 minutes. If you've been locked out for longer than 30 minutes, please call our Customer Care team on 138 001 Monday - Friday, 8 am to 6 pm and Saturday, 9 am to 1 pm (AEDT). Your local branch is also available to assist if you are located in Tasmania.
5. Call us if urgent: If you need to make an urgent transfer or payment, please call us on 138 001 during business hours.

Thank you for your understanding and patience. Your satisfaction is our top priority, and we are doing everything possible to get things back up and running smoothly. Keep an eye on social media for updates.