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 NFC SIM, 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. Optus Pay 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 Optus Pay app, then unlock it within the app if you find the Payment Accessory. If you're unable to lock your Payment Accessory within the Optus Pay 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 Optus Pay facility, as you may be liable for transactions made using your Optus Pay facility prior to it being suspended by us.
Q: Do mobile phone accessories like covers and cases affect Optus Pay?
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 Optus Pay come with a PIN?
A: No, it doesn't come with a PIN. This is why Optus Pay 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 Optus Pay 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 Optus Pay facility prior to it being suspended by us.
Q: Who are Heritage Bank and who are the Optus Pay Team?
A: The Optus Pay facility is issued by Heritage Bank Limited. The Optus Pay 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 Optus Pay work at all contactless terminals?
A: Optus Pay 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 Optus Pay in the Optus Pay - Device Ready List. If your new phone is not on the list, Optus Pay may not be available on your new phone.
Q: What if I need to replace my Optus Pay SIM?
A: You can order a replacement Optus Pay SIM through the Settings tab in the app.
Q: What if I need to replace my Optus Pay Payment Accessory?
A: You can order a replacement Optus Pay Payment Accessory through the Settings tab in the app.
Q: I'm having trouble linking my bank account to Optus Pay?
A: It can take 1 to 2 business days for the link deposit, "OptusPay 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 Optus Pay 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 Optus Pay facility is designed for electronic use, you have agreed that notices, transaction information and communications related to the facility will be available electronically.