Optus Pay
Simply wave
and go

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.

Q: What does it cost to use Optus Pay?
A: There is no upfront charge for getting the Optus Pay SIM, payment accessory or app (other than download fees). There are no additional standard monthly, transaction or load fees other than:

• A foreign currency conversion fee of 3% of the foreign transaction amount.
• An Inactive Card Fee, if you stop using Optus Pay and don't close it. After 12 continuous months of not using Optus Pay, you'll incur a $1.95 per month fee until your balance is reduced to zero, and then your Optus Pay facility will be closed
• A Disputed Transaction Fee, if you dispute a transaction which turns out to be valid. This fee is $10, which goes towards the costs of investigating the transaction.
• Data usage costs for use of Optus Pay as charged under your mobile service plan. If roaming overseas, data usage may be charged at a higher rate.

Q: How do I add a Payment Accessory?
A: If you are an existing registered Optus Pay user as at 10/04/2018 you can add an accessory by either using the QR code scanner built into the app or by manually entering the serial number of the payment accessory. There are simple instructions in the app to help you add and manage payment accessories.

Q: Can I have a NFC SIM and a sticker or band?
A: Yes. You can have up to 4 Optus Pay Payment Accessories per facility, if you are an existing registered Optus Pay user as at 10/04/18.

Q: Can I transfer my Payment Accessory to someone else's Optus Pay facility?
A: No. Once a payment accessory is added to your Optus Pay facility it is not transferable.

Q: Do I need to open a new bank account?
A: No, you can link Optus Pay to your existing Australian bank account.

Q: How many mobile services can Optus Pay link to?
A: A mobile service can only have one Optus Pay facility linked to it.

Q: How do I load money into Optus Pay and how long does it take?
A: You can manually or automatically recharge Optus Pay via the app. This is a direct debit that pulls money from your bank account and depending on your bank this may take around 3 business days. It will take a few days for your money to arrive so if you set up an automatic recharge, you can always set an amount that's 3 or 4 times your daily spend so you don't get caught out without funds.
You can also load money from your bank account to your Optus Pay facility using the Optus Pay BSB and account number that we gave you when you registered. Use these details to load funds via the Pay Anyone feature in your existing bank's Internet Banking. This'll typically take 1 business day (depending on your bank).

Q: Are there any limits on how much money I can load into my Optus Pay facility at any one time?
A: Yes, you can load up to $500 at any one time. Plus there are daily, monthly and annual limits. The maximum funds you can load in one day is $1000 (which relies on you first spending the initial $500 before the second $500 is loaded.) The maximum funds you can load in a month is $3000, and in a year is $36,000. Please refer to the Product Disclosure Statement for full details.

Q: Can I automatically top up my funds in Optus Pay?
A: Yes, you can set up an automatic direct debit via the app. Remember it will take a few days for the funds to arrive so you can always set an amount that's 3 or 4 times your daily spend so you don't get caught out without funds.

Q: Do I need to open the app to make a contactless payment?
A: No. If you want to make contactless payments without opening the app, make sure the accessory setting is set to OFF in My Accessories. This way, Optus Pay will behave like a traditional card and always be available to make contactless payments whether the app is open or not, or generally even if you run out of battery.

Q: Can I use Optus Pay to withdraw cash at ATMs?
A: No, Optus Pay doesn't allow for cash withdrawals at ATMs or at merchant EFTPOS facilities.

Q: Does the app need a passcode to open it?
A: You don't need a passcode to open the Optus Pay app, but some app functions such as changing your contact details and creating a direct debit do need a passcode that is set by you.

Q: Does the Optus Pay SIM still do the things that a normal SIM does?
A: Yes, as long as you are on an Optus mobile plan (postpaid or prepaid), your Optus Pay SIM lets you do all the normal stuff like make voice calls, text, send MMS and use data.

Q: How do I close my Optus Pay?
A: Just call the Optus Pay team on 1800 034 904 and they will be happy to help you out and return the available balance.

Q: Can I get my remaining funds back if I close my Optus Pay facility?
A: Yes, you can. Just call us on 1800 034 904 and we'll organise this for you.

Q: What happens to my funds if I just don't use my Optus Pay facility?
A: If your Optus Pay facility is inactive for 12 consecutive months and you have funds loaded, you will be charged an inactive fee of $1.95 per month. Unless you start to use your Optus Pay facility again, you will continue to be charged the inactive fee until the remaining funds are reduced to zero, when your Optus Pay facility will be closed.

Q: Can I suspend my Optus Pay facility?
A: You can turn off the payment function and automated loads at any time, but you can't actually suspend the Optus Pay facility unless your phone is lost or stolen. If you want to close your Optus Pay facility, just call the Optus Pay team on 1800 034 904 and they will be happy to help you out and return the available balance.

Q: What should I do if I think my transaction history is wrong?
A: If you want to dispute a transaction, simply fill out the transaction dispute form and email a signed, scanned copy to optuspay@heritage.com.au within 45 days of the date the disputed transaction was made. This form can be requested from within the app, in Dispute Transaction under Settings. The transaction dispute form will be emailed to you, so make sure your email address listed in the app is correct. If it turns out you made the disputed transaction, you will be charged a $10 processing fee, just to cover our expenses.

Q: How does Optus Pay and the SmartCup work?
A: If you are an existing registered Optus Pay user as at 10/04/2018 you can use The Frank Green Special Edition Smart cup to make contactless payments at most merchants who accept Visa payWave.

Q: What happens if I lose my SmartCup?
A: The Optus Pay app manages the Special Edition SmartCup. You can temporarily lock the Visa payWave functionality of the Special Edition SmartCup or remove it permanently if you lose your Special Edition SmartCup.

Q: Is it Safe? Can someone else use my SmartCup?
A: You can use the Optus Pay app to turn the Special Edition SmartCup’s Visa payWave functionality off and on.

Q: How is Heritage Bank involved?
A: Heritage Bank is the financial institution supporting the Optus Pay app.

Q: What’s the difference between the normal frank green cups and the special edition SmartCups?
A: The Special Edition SmartCup with its Visa payWave capabilities is a payment accessory for the Optus Pay app.

Q: Can I use the cup overseas?
A: The Special Edition SmartCup is accepted at most merchants who accept Visa payWave, but is ultimately subject to the end merchant’s discretion.

Q: How do I stop someone from using the money on my Special Edition SmartCup?
A: Within the Optus Pay app you can turn Visa payWave on and off for the frank green SmartCup.