Supporting your customer with our digital banking tools

What digital banking tools are available for my customer?

We continue to invest in our technology to simplify how you and your customer securely manage their home loan accounts.

The key digital banking tools for our customers are:

The key digital tools for our brokers and your support staff are:

How can my customer register for online banking?

If your customer is new to Macquarie, we’ll set them up with an access code (i.e. their Macquarie ID), which they’ll need to access Macquarie Online Banking and the Mobile Banking app. If they’ve requested an offset or transaction account in their home loan application, we’ll start their set up once the loan documents are signed and returned. Otherwise, this will be completed at settlement.

Where can my customer find their Macquarie ID?

When a new customer applies for a Macquarie home loan, we’ll send their Macquarie ID:

in the formal approval email, we sent them*, and
in email correspondence once documents have been returned if they’ve also applied for an offset or transaction account with their home loan application.

*Note: the formal approval email version we send to brokers won’t include your customer’s Macquarie ID.

Unable to find Macquarie ID

If your customer can't find the email we sent them to notify them of their formal approval or to set up online banking, they can follow the instructions in Personal Help Centre to retrieve their Macquarie ID.

What can my customer view, change or update on their online banking?

We continue to invest in our digital banking experience, making it simpler and more secure for our customers to manage their home loan and accounts.

Your customers can:

What home loan changes or updates does my customer need to contact Macquarie for?

There are some changes to your customer’s home loan that they can only make by contacting us. They’ll need to start a chat with us in Macquarie Online Banking or the Macquarie Mobile Banking app to:

Why can't my customer see all their products when they log in to Macquarie Online Banking?

If your customer has opened multiple everyday banking products (e.g. a savings account and a transaction account) or an additional home loan application has settled, which didn’t have their original ID correctly entered within the application, they may receive multiple Macquarie IDs. This means, when they log into Macquarie Online Banking or the Macquarie Mobile Banking app, they won’t see all their products they hold with us (e.g. home loans, savings and a transaction account).

If this occurs, they’ll need to merge their IDs, which will bring all their everyday banking products under the one profile. To merge these profiles, they’ll need to contact us via chat in Macquarie Online Banking or the Macquarie Mobile Banking app. Ensure they have both their Macquarie IDs ready and can confirm which ID they’d like all their products within.

Note: merging Macquarie IDs is only possible for IDs held by the same individual or entity.

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