Why Switch to Online Statements?
Receiving your bank statements electronically is a more secure and efficient way to manage your finances. By opting for "online-only" statements, you receive email notifications as soon as your latest statement is ready to view, helping you avoid potential mail delays or the risk of paper statements being lost or stolen. This service is available 24/7, providing you with easy access to up to seven years of historical statements whenever you need them.
In addition to improved security, this transition supports your environmental goals by reducing paper waste. Once you have successfully set your accounts to receive online-only statements and ensured your email address is correct, the bank will stop sending paper copies by post. If you have joint accounts, it is important to note that all account holders must typically update their preferences to ensure the transition applies to everyone.
Key Information and Requirements
| Category | Details |
|---|---|
| Methods | NAB app or NAB Internet Banking. |
| Processing Time | Changes to statement settings are applied upon confirmation. |
| Eligibility | All personal and business banking customers with eligible accounts. |
| Key Requirements | Correct, verified email address and active digital banking access. |
Step-by-Step Guide: Activating Online Statements
To turn this option, you should:
- in online banking:
- log in to the Internet Banking
- switch to "Profile & Settings"
- select "Statement settings"
- click "Online Only" on accounts for which you want to receive statements by e-mail
- check your e-mail contact and press "Update"
- in the mobile app:
- log in to the mobile app
- switch to "More" (iOS) or "Menu" (Android)
- choose "Settings"
- tap "Statements"
- check your e-mail contact to get statements
- select the accounts for which you would like to receive smart statements
- tap "Update"
Troubleshooting Statement Access
If you encounter issues while setting up or accessing your online statements, these common solutions often help.
MFA / Login Issues
- Cause: You cannot reach the settings menu to update preferences because your login session keeps failing due to MFA errors.
- Simple Fix: Ensure your registered phone number is current for receiving SMS security codes; toggle airplane mode to refresh your signal.
- Fallback Action: Call customer support to verify your security details and ensure your digital access is functioning correctly.
Browser or App Errors
- Cause: If the statement preferences page fails to load, it is often due to outdated app data or browser cache interference.
- Simple Fix: Clear your browser's cookies and cache, or update the NAB app to the latest version in your device's store.
- Fallback Action: Try accessing your settings via a different web browser or device; if the issue persists, contact the bank’s technical support team.
Locked Account / ID / Access Issues
- Cause: Multiple incorrect password attempts while trying to access the settings portal can trigger a security lock.
- Simple Fix: Use the 'Forgot Password' recovery tool on the main login screen to securely reset your credentials.
- Fallback Action: Visit a local branch with photo identification to have a banker manually restore your access if you remain locked out.
Pro-Tip: Check your email's 'Spam' or 'Junk' folder if you aren't receiving notifications when your statements are ready. If you find them there, mark the NAB email address as 'Not Spam' or add it to your trusted contacts to ensure you receive future alerts promptly.
Frequently Asked Questions
Q: What should I do if I don't receive an email notification for my new statement?
If you aren't getting notified, it often means the email address we have on file is incorrect or your inbox filter is redirecting our messages. The bank relies on the email address in your 'Profile' settings to deliver these alerts. One limitation is that emails may fail if your mailbox is full. Your practical next step is to log into the NAB app, check your email address under 'Profile', and ensure it is correct.
Q: Can I still access paper statements if I change my mind later?
Yes, you can manage your statement preferences at any time through the same 'Settings' menu in the NAB app or Internet Banking. The system allows you to toggle between paper and online delivery based on your current needs. One limitation is that changing your preference back to paper may take one or two statement cycles to fully process. Your practical next step is to check your settings page after a few days to confirm the status of your request.
