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      * Email remittance process change
        
        

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 * Email remittance update


EMAIL REMITTANCE ADVICE PROCESS CHANGE



There are some changes being made to the email remittance process in the way we
deliver emails for remittance advices with the introduction of a two-factor
authentication via a verification passcode to help protect personal identifiable
information (PII). 

 


WHAT'S CHANGING? 

We are committed to protecting your personal data, and continuously looking at
better ways to improve our service, in doing so we will be implementing an
upgrade to our email remittances process. The following changes will apply from
February 2022.

 

 * Email subject 
   The email subject line will be updated to classify between a Remittance
   Advice and an Unpresented Cheque Report email. 
   
 * Transmission identifier
   A unique transmission identifier will be included to help link remittance and
   passcode emails and webpage. 
   

 * Preview
   A ‘Preview’ line to help identify the remittance advice issuer. Where
   applicable and only where the beneficiary’s application is set up in such a
   fashion to generate a preview field.
   
    

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HOW IT WILL WORK 

 1. You'll receive an email from '@yourremittance.com.au’ with instructions on
    how to download your remittance advice
    
 2. To access the document, select ‘open’ action button within the body of the
    email, by doing so, the following will happen;
    * a secure browser will open
    * select ‘Request passcode'
    * a ‘Verification Passcode Email’ will be sent
 3. Retrieve the ‘Verification Passcode Email’ and enter the 6 digit passcode
    into the secure browser and select ‘verify’
 4. The document will download automatically.

 

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FAQS


ACCESSING EMAILS AND THE SECURE WEBPAGE

What is the email address from which I would receive the ‘Remittance Advice’
emails?

If you currently receive remittance advice emails from an email address in the
format ‘example_name@example_company.com’. After this change, you will receive
remittance advice emails from an email address in the format
‘example_name@yourremittance.com.au’. Additionally, you will also receive the
temporary one-time verification passcode email from the email address
‘noreply@yourremittance.com.au’.

I have not received any email for remittance advice with the subject line
‘Remittance Advice’, what should I do?

Please contact your remitter to confirm they have sent the remittance to your
correct email address. They may need to arrange for the remittance to be
reissued to you again.

We suggest you:

 * Check if the email has been directed to your Junk/Spam mailbox. In this
   situation, please mark this email and all emails from the domain
   “@yourremittance.com.au” as NOT Spam/Junk.
 * Check with your IT team / internet provider or email security settings to
   ensure emails from the domain “@yourremittance.com.au” are not added to a
   blocked list.

I have checked my junk folder and/or had IT investigate and still can’t find my
remittance email. What do I do?

Please contact your remitter to confirm they have sent the remittance to your
correct email address. They may need to arrange for the remittance to be
reissued to you again.

I do not receive any email with the subject line “One Time Verification Passcode
for Remittance Advice” for my one-time verification passcode, what should I do?

Should there be any slowness or delay in receiving the temporary passcode email,
it is likely due to additional security on your network or emails. We suggest
you:

 * Check if the email has been directed to your Junk/Spam mailbox. In this
   situation, please mark this email and all emails from the domain
   “@yourremittance.com.au” as NOT Spam/Junk.
 * Check with your IT team / internet provider or email security settings to
   ensure emails from the domain “@yourremittance.com.au” are not added to a
   blocked list.
 * Ensure the email address registered is for the intended recipient. Forwarding
   the one-time verification passcode email does not give the recipient access
   to download the document. 

When I am directed to the webpage, it displays a security warning. What does
this indicate?

The security warning generally might be a security feature as part of your
internet and email security. If uncertain, we suggest you apply due diligence
and check that the URL domain is “yourremittance.com.au” before proceeding
further. Should you still have concerns, we suggest you seek further guidance
from your trusted internet security advisor.

I would like to forward my remittance advice email to a colleague. How do I
ensure they get access to download the document?

Both the original email and the one time verification passcode email are always
sent to the email address registered. For security reasons, forwarding the
original email does not give the recipient access to download the document from
the secure webpage as the passcode will still go to the email address
registered. To avoid this, always ensure the email address registered is for the
intended recipient. To request a change to this email address, you will need to
reach out to the remittance issuer.


MANAGING MULTIPLE REMITTANCE ADVICES

I have received multiple emails for remittance advices. Can I access the secure
webpage and download all the documents at once?

No. If you are currently receiving multiple remittance emails today, you will
continue to receive multiple emails with this change. As each email has been
sent to you separately, the secure webpage is unique for each document and
allows you to download only a single document at a time. If you receive multiple
remittance advice emails, you need to access each of these emails separately and
individually to download your document.

I have received multiple emails for remittance advices. How do I manage multiple
emails at one time?

Each email will need to be accessed individually, one at a time. As an example
if you have received 3 emails from us,

 * On clicking ‘Open’ within the 1st email, the following will happen:
   * A secure browser will open
   * select ‘Request passcode’
   * You will receive an email with the verification passcode
 * Enter the passcode in the secure webpage and click Verify. Document
   automatically downloads to your downloads folder.
 * A unique Transmission ID will be provided in the initial email and passcode
   browser linking both to each other

Proceed with every subsequent email only once you have completed all the steps
above for the previous email. Once all documents have been downloaded, navigate
to your downloads folder to access all documents as required.


OVERALL EMAIL FUNCTIONALITY PROCESS

I’m using my mobile phone and when I download the remittance the browser opens
in my email. When I generate the passcode, the browser closes as I have to go
back to my email to get the code. How do I work around this?

This will be dependent on your mobile phone operating system (IOS, Chrome etc).
Some email applications (‘apps’) are configured to open a browser within the
email app itself, others may automatically open the browser app separately. If
your email app is configured to open a browser within the app itself, you may
wish to review the default email settings to ensure when you click on a link it
opens the separate browser app.

Alternatively, open the email and click on the link to download your document.
If the browser opens within your email app, proceed with requesting the passcode
and then go back to your emails and retrieve the passcode. At this point, close
the email app and reopen the browser app where you should find your initial
browser page waiting for you to enter the passcode. Proceed with entering the
passcode and downloading your remittance.

Another option is to open the email and click on the link to download your
document. If the browser opens within your email app, you can opt to open the
page in the browser app, usually by clicking on the 3 dots top right (Chrome) or
3 dots along the bottom menu (Safari). This will open the browser app separately
where you can request the passcode and navigate back your email app to retrieve
the passcode without losing the open webpage. Reopen the browser app and proceed
with entering the passcode and downloading your remittance.

I’ve received an error message “The passcode you entered is incorrect. Please
re-enter the one-time verification code as per email received.”

This could be due to one of the below reasons:

 * Please check if you are entering the correct passcode for the appropriate
   document.
 * You need to always enter the latest passcode you receive in email for the
   appropriate document.

How many attempts do I have to enter the one time verification passcode
correctly?

You have 3 attempts to enter the correct passcode before your access is
temporarily disabled.

What happens if my access is temporarily disabled?

You will be unable to access the secure webpage for 24 hours. After this period,
your access to the webpage will be re-instated. 

How do I access the secure webpage after my access has been temporarily
disabled?

Within your original remittance advice email, click on ‘Open’. You will be
navigated to a secure webpage and you will receive a new passcode. You need to
use this new passcode to download your document.

I’ve received an error message “The one-time verification passcode you entered
has expired. Passcode expiry is either because you have a new passcode or the 60
minutes validity for this passcode has elapsed.”

You will see a passcode expiry message on the webpage for either one of the
below reasons:

 * You are entering a previous passcode instead of the latest passcode received
   via email for a remittance advice. In this case, please make sure you enter
   the latest one-time verification passcode received in email for a given
   remittance advice.
 * You are entering the latest passcode after 60 mins from the time it is
   generated. A passcode expires after 60 minutes from the time it is generated.
   So please click on re-generate passcode on the secure webpage to receive an
   email with a new one-time verification passcode. Please key-in this latest
   passcode to download the remittance advice from the secure webpage.
 * You have multiple secure webpage open at any given time. Having more than one
   open may override the other and cause you to be inadvertently locked out, so
   we suggest you only have one secure webpage open at any given time.

To avoid passcode expiry, please always access the secure webpage and key-in the
latest one-time verification passcode within 60 minutes to download your
document.

How do I generate a new passcode?

You can generate a new passcode by:

 * Clicking on ‘Regenerate Passcode’ on the secure webpage. You should receive a
   new passcode via email. Please use this latest passcode to retrieve your
   remittance advice.
 * Clicking on ‘Open’ within the original remittance advice email, navigates you
   to a secure webpage and you will always receive a new email with a new
   passcode.
 * Ensuring you have closed all other secure passcode pages to reduce the chance
   of being inadvertently locked out. 

Will a new passcode be generated each time we access the secure webpage?

Yes each time you access the secure webpage, you will receive a new email with a
passcode to verify and download your document. For this reason, it is important
you close any invalid / expired validation webpage. 

I’ve received an error message “The link you are trying to access has expired.
You no longer have access to this remittance.”

Access to the secure webpage is valid for 90 days from the generation of a
remittance advice. It is essential you access the secure webpage and download
the remittance advice within the specified timeframe. In case the 90 days period
has elapsed, you will need to contact the sender who generated the email
remittance to request they provide details of the remittance advice.

How do I get access to my document after the 90 day expiry period?

Due to security reasons the link will expire after 90 days. This means you will
no longer have access to your document after the 90 day period. It is important
you access the secure webpage within the 90 days and download your document.
Please contact your issuer to send you another remittance.

Would this change affect any automated processes that we currently have in place
for retrieving the remittance advice received in emails?

If you currently have automated processes that extract the attachment from your
email and retrieve the contents automatically, these automated processes will
need to be modified to pick up the temporary one-time verification passcode
details to continue to work. This is to ensure improved security standards
around confidential data in emails.

Generic File


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and Conditions, before deciding. Target Market Determinations for the products
are available. Unless otherwise specified, the products and services described
on this website are available only in Australia from © Westpac Banking
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