Q: What is a Payment Accessory?
A: A payment accessory is an Optus issued NFC-enabled device which can be used to enable you to make contactless payments. Payment accessories can be in the form of a sticker, band or other device that Optus may issue. You can use it to make contactless payments just as usual. Simply tap the payment accessory to complete the transaction. Cash by Optus NFC SIM and Payment Accessories remain property of Optus.
Q: What if I lose my Payment Accessory?
A: You can lock your Payment Accessory within the Cash by Optus app, then unlock it within the app if you find the Payment Accessory. If you're unable to lock your Payment Accessory within the Cash by Optus App due to lost/stolen phone, you should call us on 133 937 to promptly report your phone as lost so we can suspend your Cash by Optus facility, as you may be liable for transactions made using your Cash by Optus™ facility prior to it being suspended by us.
Q: Do mobile phone accessories like covers and cases affect Cash by Optus™?
A: It depends. For example, some phone covers or cases depending on the material and thickness of the material they are made from, may interfere with the proper functioning of the NFC SIM or sticker and so the cover or case may need to be removed in order for the SIM or sticker to work.
Q: Does Cash by Optus™ come with a PIN?
A: No, it doesn't come with a PIN. This is why Cash by Optus™ can't be used for contactless transactions $100 and over or for transactions that require a PIN.
Q: What happens if I lose my phone?
A: You should report your lost phones to Optus immediately by calling us on 133 937 so that we can suspend your Cash by Optus™ facility as soon as possible. It is important to promptly report your phone as lost as you may be liable for transactions made using your Cash by Optus™ facility prior to it being suspended by us.
Q: Who are Heritage Bank and who are the Cash by Optus Team?
A: The Cash by Optus™ facility is issued by Heritage Bank Limited. The Cash by Optus Team includes a support team at Heritage Bank who are able to help out if for example, you need a passcode issued or you want to close your facility. They also assist with managing any disputed transactions.
Q: Does Cash by Optus™ work at all contactless terminals?
A: Cash by Optus™ should work on most Australian contactless terminals. Just hold your phone or payment accessory over the payment terminal for around 3 seconds. The phone or payment accessory should be held within 4 centimetres of the contactless terminal to complete the payment.
Q: What if I change my mobile phone?
A: We recommend you first check that your new phone is compatible with Cash by Optus™ in the Cash by Optus™ – Device Ready List. If your new phone is not on the list, Cash by Optus™ may not be available on your new phone.
Q: What if I need to replace my Cash by Optus™ SIM?
A: You can order a replacement Cash by Optus SIM through the Settings tab in the app.
Q: What if I need to replace my Cash by Optus Payment Accessory?
A: You can order a replacement Cash by Optus Payment Accessory through the Settings tab in the app or call us on 1800 034 904 for a replacement.
Q: I'm having trouble linking my bank account to Cash by Optus™?
A: It can take 1 to 2 business days for the link deposit, "CashByOptus LINK" to arrive in your bank account. If it doesn't arrive, check that you entered your bank BSB and account number correctly. You'll have to start the process again if these details are incorrect.
You can only link to Australian banks and most other Australian non-bank financial institutions. It will not work with foreign banks and accounts that don't allow direct debit payments.
Q: How can I access my transaction history and for how long?
A: You can access your transaction history electronically via the Cash by OptusTM app. Your transaction history will be available via the app until the facility is closed.
Q: Can I print or email my transactions history?
A: Sorry, you can't as there's no print feature within the app. But you could take a screenshot and email it to yourself and print it. As the Cash by Optus™ facility is designed for electronic use, you have agreed that notices, transaction information and communications related to the facility will be available electronically.