FAQs

Here are some tips to help you set up your profile. It usually takes about 10 minutes.

 • If you haven't already been identified, have your identification documents ready, such as an Australian driver's licence, Australian Passport or Australian Medicare card.

 • To create a profile, you'll need to provide details such as your current address.

 • Once your application has been approved, you'll be able to set up a bank account. Please note that you must have a Move Transaction Account to be able to open a Move Savings Account.

Follow the in-app steps to create your account. Please ensure all your details are accurate and up to date.

To update your mailing address details, tap on 'Personal Details' in Settings.

You can view your residential and mailing address here. The mailing address is used for card postal delivery. Make sure to click 'Confirm address' to save the update. To update your residential address, contact MoveBank Customer Support via email or over the phone.

Review and edit your contact details by going to Settings.

If you've agreed to share your data, it may be shared with eligible Accredited Data Recipients (ADRs) that you nominate to receive it. ADRs are accredited by the Australian Competition and Consumer Commission (ACCC) to receive data through the Consumer Data Right (CDR) scheme. Your data will only be available to ADRs if they've received your consent. ADRs must disclose the type of data it would like access to. This can include:

•  Transaction history
•  Balance information
•  Account information

Sharing your data might come in handy if you'd like to do things like apply for a loan. Banks can access your data to verify your eligibility for a loan. Sharing your data might also help you make decisions around financial products and services.

The Privacy Statement can be viewed here or by scrolling to the bottom of the Settings section of the MoveBank App or the Help center in MoveBank Online.

It's your choice if you'd like to share your data or not. No information is shared without your consent. If you share a joint account, the other account holder can opt-in to data sharing. You'll be notified if that happens. You can opt out of data sharing at any time in the Data Sharing section of the MoveBank App or MoveBank Online.

Go to the 'Data sharing' section in Settings. Here you can view:

• Data sharing arrangements
• Account permissions
• Our CDR policy

The CDR is legislation passed by the Australian Government. It lets you share your data to make it easier for you to compare products and services and access better services. It's also useful for your financial management.

CDR is an opt-in service. You can opt-out at any time. You can also see who your data is shared with.

One example of how it works is if you're applying for a mortgage with an accredited bank. You can let the bank use CDR to access your details securely for a more efficient, time-saving process.

If you'd like more information on how CDR works, please visit the official Consumer Data Right website https://www.cdr.gov.au.

To view your data sharing settings and to find out more information about who has access to your data, go to Settings then 'User settings' then 'Data sharing'. Here you can view:

•  Data sharing arrangements
•  Account permissions
•  Our CDR policy

You can also go to our Open Banking information page to find out more about data sharing.

For now, viewing and managing your data sharing is only supported in the MoveBank App.

While the terms 'Open Banking' and 'CDR' are used interchangeably, CDR refers to any data records you create at banking, energy and communications providers. These records belong to you and you can authorise who you share that data with. Visit the official Consumer Data Right website for details.

Open Banking refers to how these records are used by banks to make things like loan applications faster and more efficient.

You'll need to submit at least one form of ID (Australian driver's licence, Australian passport or an Australian Medicare card).

You'll also need to provide some personal and contact details such as your residential address, occupation, mobile number and email address.

Members aged 12 years and above are eligible to join MoveBank as members or customers depending on their eligibility. They can open savings accounts and transaction accounts, and have the option to have a Visa Debit card attached to their transaction account. This account is opened in the child’s name and operated by them.

If you've successfully completed the identity verification process, it should only take a few minutes to open an account.

You can deposit cash via the Bank@Post service, available at your nearest participating Australia Post Office. 

Deposits over $2M are subject to acceptance criteria and negotiation.

Interest is calculated on the daily balance and paid monthly

You can deposit a cheque at a Bank@Post outlet. Please allow 7 business days for the cheque to clear.

You can deposit cheques via the Bank@Post service, available at your nearest participating Australia Post Office. 

Our third-party payment services provider is an Authorised Deposit-Taking Institution (ADI) and a payment company operating in Australia. MoveBank utilises them for account-to-account payment services including the BSB code that is used with your account number to receive payments.

You can find the MoveBank BSB along with your account number in the 'Accounts' tab in MoveBank App or MoveBank Online.

An account is considered dormant if no transactions have occurred during a continuous 6-month period (other than transactions initiated by us).

See the Terms and Conditions for more information about dormant accounts.

Please reach out to us through chat so we can help you close your account.

Under the Australian Government's Financial Claims Scheme, your deposits may be guaranteed to an extent. The Financial Claims Scheme is managed by the Australian Government to protect certain types of bank account balances. For additional information about the Financial Claims Scheme, you can visit https://www.fcs.gov.au.

Information on the FCS is available on the FCS website – www.fcs.gov.au

The FCS can only be activated by the Australian Government, and this will only be done in the unlikely event that a bank, building society or credit union has failed and can no longer meet its financial obligations.

In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the scheme within seven calendar days.

Under the FCS, deposits are protected up to $250,000 for each account holder at each licensed bank, building society or credit union incorporated in Australia. 

Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.

The FCS covers a wide range of deposit accounts held with banks, building societies or credit unions incorporated in Australia, but only applies to deposit accounts with funds in Australian dollars.

The following MoveBank accounts would be covered under the scheme:

• Savings accounts
• Transaction accounts
• Term deposits
• Mortgage offset accounts 

For joint accounts, where individual account holders can be identified, deposits are shared equally, between the various account holders. As such, each account holder’s equal share of any joint account will need to be added to any other eligible deposits they may hold under their name at the same banking institution. The FCS limit of $250,000 is then applied to the total amount of the deposit for each account holder at each banking institution.

If you've received a new card and need to activate it, go to the Cards section and select 'Activate card'.

Enter the last four digits of your card number.

You'll then be prompted to set up a PIN for the card. Please ensure your PIN is only known to you and doesn't contain simple number sequences that can be easily guessed.

You'll be able to see that the card has been issued from Cards.

If your new card hasn't arrived within 10 business days of being ordered, please freeze the card and then let us know through chat.

Your debit card has a transaction limit of $20,000.

A daily limit of $2,010 applies at ATMs.

Foreign currency transaction limits are set at $20,000 AUD.

A pending transaction is a transaction that hasn't been processed yet.

There are occasions when a payment may remain pending, for example over the weekend. Even though the transaction is pending on your Move transaction account, the payment has been accepted by the merchant.

There are many reasons why a card gets declined. To avoid this happening, please check:

• • There are sufficient funds in your MoveBank transaction account linked to your MoveBank debit card.
• • The card details provided are correct, including expiry date, CVC and card number.
• • That the card hasn't expired.
• • That the card isn't damaged.

If your card has been declined and you've taken the steps set out above, please contact us through chat so we can help you solve the issue.

Yes, your card will work overseas.

You can use your card to withdraw cash at any ATM or make a purchase from a merchant displaying the relevant card scheme logo.

Foreign currency transactions processed using the card may involve a conversion (for example, from an overseas currency into Australian dollars) and incur a foreign transaction fee. Refer to the Terms and Conditions for more detail about fees and charges applicable to debit card transactions.

To change your card PIN, go to the Cards section and select 'Change PIN' for the relevant card.

Please ensure your PIN is only known to you, and doesn't contain simple number sequences that can be easily guessed, and adheres to the Security Obligations in Part A of the Terms & Conditions.

You can withdraw cash at ATMs displaying the Visa card scheme logo. Ensure there are sufficient funds in the account from which you wish to withdraw funds.

You can check the balance of your transaction account using your MoveBank Visa Debit card at any ANZ, Commonwealth Bank, NAB, St. George Bank or Westpac ATM.

To check your account balance, insert your debit card into the ATM → enter your PIN → select "Balance Enquiry" or "Account Balance" → select "Credit", "Cheque" or "Savings".

Please note: If you're using a Commonwealth Bank ATM, you must select "Cheque" or "Savings" to view your account balance.

You can freeze your card in the Cards section when logged in. Select the card you'd like to freeze and then press 'Freeze card'.

You can unfreeze your card from here as well.

Please note: Transactions will be declined while you have 'Freeze Card' switched on.

1. Go to the Cards section.

2. Click 'Report lost, stolen or damaged' to report your issue through chat.

3. Make sure your mailing address is up to date to receive your new card.

4. After we confirm a new card has been issued, it should arrive within 10 business days. Once received, please activate it, and set up your PIN as soon as possible.

There is no charge for a replacement card.

1. Go to the Cards section of the MoveBank App or MoveBank Online.
2. Select the card you'd like to freeze.
3. Click on 'Freeze Card' to freeze your card. Your Apple Wallet card will then be suspended.
4. Click 'Report Lost, Stolen or Damaged' and follow the prompts.

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function.

If you are unable to access your MoveBank App or MoveBank Online, please call us to report it immediately
1300 362 216

Lost/Stolen Hotline - outside business hours 
1800 621 199

Overseas?

The VISA card website will provide you with a phone number to call depending on what country you are in

CALL VISA

Visa Secure offers fraud protection while you're shopping online and is designed to provide you with extra protection. Visa Secure may provide you with one-time-passwords via SMS during some online transactions for added security.

To ensure you stay safe whilst shopping online we recommend:

• Keep your passwords secret and update them regularly
• Use multi-factor verification, such as one time passwords
• Read the fine print carefully
• Don't store your card details online
• Treat your cards as if they were cash

Contact us via the Chat or call us on 1300 362 216.

Login to Online Banking and immediately change your password. 

If your card information has been compromised, restrict your card in Online Banking. 

You should never disclose pins and passwords, or provide access to another person including a spouse, family member, friend, bank staff, businesses, technical support, law enforcement or government agencies.

MoveBank will never ask you to disclose your pin or password in an email, over the phone, or by any other means. If you ever receive an email link to our website, or asking for your username or password, do not respond or click any of the links in the email.

Always login to internet banking via our direct website, never from a third party link on another website or email. If you do come across such links or emails please contact us immediately on 1300 362 216.

In addition to your BSB and account number, you must provide your exact account holder name to anyone trying to add you as a new payee.

You can copy and share your account name, BSB and Account Number from the Accounts screen in our website or mobile application.

A direct debit is an automatic debit on your Move transaction account that is processed in accordance with an agreement between you and a third party. Direct debits can be used for payments such as utility bills, gym memberships and health insurance.

If you want to cancel a direct debit, contact us via chat.

You'll need to ensure you complete your banking activities before 6pm Sydney time for your request to be processed that day.

Please note, some transactions may take up to a few days to complete processing due to dependencies on other parties (for example, electronic funds transfers to other banks).

If your payment is processed via Osko®, it will usually be sent and received in less than a minute.

If you set up an ongoing payment arrangement with a merchant, you may use your debit card or your Move transaction account details depending on the merchant's preferences.

A 'recurring payment' involves a payment arrangement that uses your debit card details.

A 'direct debit' can only be processed using your bank account details.

You'll be able to see them in the MoveBank app initially as pending transactions. You can also view your last 10 transactions in the Apple Wallet.

You can view the scheduled payments you have set up, under the Payments section.

You can cancel a scheduled payment from this section by pressing on it to view more details, then pressing the delete button.

You can make scheduled payments to:

• Accounts belonging to the same business (internal transfers)
• Recipients with a BSB and account number
• BPay Billers (for billers with changing reference numbers, one-off scheduled payments can be made, but not recurring payments)

PayID payees are not supported.

Payments that have been transferred to an incorrect BSB and/or account number can be reported by contacting us via the Live Chat or on 1300 362 216 during business hours.

If you haven't received a payment you were expecting, make sure you confirm the account details, the date the payment was made and the amount with the payer.

You can change your daily payment limit from the 'Payment limits' section in Settings on the MoveBank App.

You can change the daily payment limit as many times as you like. Only Account Owners and Administrators of the business can change daily payment limits.

Yes. You can see your daily payment limit by going to the 'Payment limits' section in your settings in the MoveBank App.

There are no limits when transferring between your own MoveBank accounts.

Daily payment limits apply to payments out of your MoveBank accounts.

Daily payment limits don't apply to transfers between your own MoveBank accounts.

Separate limits apply to card transactions and cash withdrawals made with your card.

You can see your daily payment limit by going to the 'Payment limits' section in Settings on the MoveBank App.

You'll also be able to see how much of your payment limit is left for the day.

Administrators and Account Owners can approve payments in the 'Payment requests' section of the 'Payments' tab.

Changes to payment approvals only apply to new payments. Any existing payments, including scheduled or recurring payments, are processed as normal.

When transferring money from overseas into your MoveBank account, you'll need to provide the following details:

• Swift code
• MoveBank BSB
• Your MoveBank account number
• The name on your MoveBank account

You can complete an online application form or speak to one of our Lending Specialists on 1300 362 216

The amount you may be able to borrow is determined by your income, financial commitments, current savings, and your credit history.

You can get an estimate of your potential borrowing power by using our Borrowing Power Calculator.

This is an indication of your ability to borrow. You may choose to see a pre-approval to understand your borrowing capacity, but it is not a guarantee of loan approval or offer.

Yes, you can get a loan for investment purposes. You can view our range of investment home loan products here.

Your deposit could range from 5% of the value of the property. However, Lenders Mortgage Insurance (LMI) may be required where you have less than 20% deposit.

Lenders mortgage insurance covers MoveBank against a loss in the unlikely event that we have to exercise our right to sell the property due to ongoing default on loan repayments. You will need to have Lenders Mortgage Insurance if your loan amount is more than 80% of the value of the property being used as security for the loan. Subject to a satisfactory evaluation of the property.

Variable rates can change anytime and will affect your regular repayments.

A fixed rate has been fixed at a certain rate, so it stays the same for the entire fixed rate period. This means that your repayments also stay the same for the same 'fixed' period.

A comparison rate is designed to help you identify the true cost of a loan, by taking into consideration certain fees and charges as well as the interest rate. By considering all these factors you can better understand the overall cost, which is helpful when comparing loans offered by different financial institutions.

Generally, the interest cost  of your home loan is calculated daily on the outstanding balance of your loan. Interest is calculated daily and charged monthly.                                                                                                                                                                                 

An example of how daily interst is calculated on a $400,000 loan with a fixed rate of 4% is as follows: 

($400,000 x 4%) / 365 days = $43.83 per day.                        

Some loans will alow you to directly deposit extra money into your loan or offset account to reduce your interest payments. To determine the repayments on your loan, see our home loan repayment calculator.

A property valuation report is completed by a licensed property valuer. They will determine the value of a property through the use of data based on location, amenities, structural condition and recent sales of similar local properties.

Building insurance required to be taken out and note "MoveBank Ltd" or "MoveBank" as the interest party on a Certificate of Currency issued by your insurance company.                                                                                           

Don't have insurance with MoveBank? We have partnered with CGU insurance to provide you with competitive insurance. Get a quote today!       

If your property is part of a strata scheme then you will need to provide a copy of the body corporate/strata Certificate of Currency for the building insurance.

Yes. You can redraw the advance loan repayments you have made on your loan. You can now access the redraw features directly from your loan's account screen.

You can redraw your advance loan repayments from your loan's account screen in the MoveBank App or MoveBank Online. To get there, go to Accounts on the home screen and select the loan account you'd like to redraw from. Then tap the three dots in the top right corner — you'll find the Redraw option there. If you need extra support, please visit our Help Centre to find a tutorial that details the step-by-step process.

Please note: You'll need to transfer to an existing MoveBank account before you can transfer to an external account.

Yes! However, you will need to consider how much you can borrower first. In a nutshell, your borrowing capacity is determined by your income minus your financial commitments. Your financial commitments include items such as your living expenses and debts such as credit cards, other loans and interest-free arrangements. If you would like an estimate of how much you could borrow, check out our Borrowing Power Calculator.

If you’ve been paying off your mortgage consistently over the past few years, you may be able to use the equity in your existing property to secure an investment property. Ideally, you should have 20 per cent of the investment property’s value as a deposit. If this option appeals to you, be sure to check out our range of Investment Home Loans for more information.

In short, yes. However, the long-term rewards often outweigh the initial investment. Here are the potential costs you'll need to consider: 

• Break fees: If you are opting out of an existing fixed rate loan, there are likely going to be fees associated with "breaking" your fixed rate. You should consider these and weigh them against the long-term savings of refinancing. 
• Valuation fees:  When you refinance, you may need to have your property professionally valued to ensure there is sufficient security for the loan amount. In Australia, valuation fees generally range $300-$800 depending on the location of the property.
• Establishment & ongoing fees: Be sure to check out any establishment or application fees, together with ongoing fees that may apply to your new loan. Compare everything against the interest rate savings, which will generally outweigh the cost of refinancing your loan.

Yes, you can make additional payments to your MoveBank loan at any time during the month. Making additional repayments will reduce your loan balance faster and reduce your interest charges. Please note, fixed rate loans have a total cap of $10,000.

Home equity is money that you can use to build your wealth. In essence, equity is the difference between your home’s value and the amount owing on your mortgage. For example, if your home is worth $550,000 and you have $325,000 owing on your home loan, the equity you can access is $225,000. You can use this equity to invest in other areas such as home renovations, a new car, shares or investment property.

Yes, you can! If you’re looking to refinance your home loan, why not use the opportunity to review your total financial situation? It means that you’ve only got one loan to pay and could mean big savings for you.

When considering your options, it is important to look at the potential disadvantages involved. Remember that your mortgage is a long-term debt, whereas a credit card is usually a short-term debt. This could mean that you are paying more interest in the long term. However, by making extra repayments on your home loan you can ensure you’re making the most of your debt consolidation. Use our budget calculator to see where you might be able to free up cash in your budget for extra mortgage repayments.

If you’ve been planning on renovating your property, why not consider adding the cost of the renovation on to the amount of your home loan refinance? Not only will you be acquiring a home loan that better suits your needs, but you’ll get the chance to complete those renovations you’ve been putting off.

A fixed rate home loan means that you lock in an interest rate for a set period of time (usually 1, 2, 3 or 5 years). At the end of the fixed rate term, the loan will usually change to the standard variable rate offered by the lender. While fixed-rate home loans ensure that fluctuating interest rate rises do not affect you, this also means that rate drops won’t apply to you. Fixed rate home loans can also restrict features such as redraw facilities, extra repayments and break fees often apply.

If you decide not to fix your home loan, your interest rate will move with the changes in market interest rates. This means that your interest rate could rise and fall over the life of your loan, which may affect your repayments. Variable rate home loans are generally more flexible with your repayments, redraw facilities and offset options. If you’re still unsure about which interest option is best for you, we recommend getting in touch with one of our lending specialists.

No, you are unable to make an external transfer (including BPAY) directly from your loan account. If you have funds in your loan account that are available for redraw, you will need to transfer these funds to a transaction or savings account first before making any external payments. 

If you don't have a MoveBank transaction or savings account, you can open one in a few minutes after Moving Day via the new App or Online Banking.

• Establishment Fee: A one-off fee payable for the establishment of your loan.
• Security Administration Fee: A one-off fee payable for attending to the administration of the security interest in the business vehicle.
• Service Fee: A monthly fee payable while your Loan Account remains open.
• Early Repayment Fee: A fee payable to cover our administrative costs if the whole or part of your fixed rate loan is repaid, varied or terminated before the expiry of the fixed rate loan term.
• Early Payout Costs: Early Payout Costs may be payable if the whole or part of your fixed rate loan is repaid, varied or terminated before the expiry of the fixed rate loan term. The formula for calculating our Early Payout Costs is set out in these Terms and Conditions.
• Arrears Notice Fee: Payable if your loan is in arrears and we or our agent send you (and your guarantors, if any) a notice in relation to the arrears.
• Default Notice Fee: Payable if we or our agent send you (and your guarantors, if any) a default notice.

More information about fees and charges applicable to a Non-Mortgage Loan can be found in the Business Finance Terms and Conditions and in your Loan Offer.

None - you can apply for a Car Loan and receive a conditional approval without providing any documentation. In order to receive a final offer, you'll be asked for supporting documentation, including:

• A photo of your driver's licence
• Your most recent tax return
• One or two recent business activity statements
• Dealership tax invoice

If you're not a sole trader, you'll also be asked to invite all business owners and any directors to join the application process. If your business is a company, all directors will be required to provide the supporting documents.

If your car is written off, you should notify us and your insurance company immediately. Your insurance payout will typically be used to pay off the remaining balance of your loan. If the insurance payout is less than the loan balance, you will need to cover the shortfall.

A balloon repayment is a lump-sum payment that is due at the end of a Car Loan term after a series of regular payments. Your final repayment will include the balloon amount, plus the balance of any interest, fees and charges then owing. A balloon repayment may be applicable to you, depending on your application.

Let's take a look at each stage of the car loan journey: 

1. Submit your application: Complete the online application form.
2. Review of information: Once we have reviewd your application, we will be in contact to let you konw what additional information and supporting documents we need.
3. Conditional approval: Conditional approval, or pre-approval as it is sometimes called, means your loan is approved to some conditions. This usually means you'll need to provide some additional documents to support your application. MoveBank will be in touch to let you know what is required and answer any questions you may have about the product or process.
4. Full Approval: Once you've sent in the required supporting documents, we'll be able to approve your loan. Congratulations!
5. Insurance: You will need to provide Comprehensive Car Insurance listing 'MoveBank Ltd" or "MoveBank" as the interested party. Don't have insurance? We have partnered with CGU Insurance to help with competitive insurance. Speak to one of our Lending Specialists to get a quote - 1300 362 216.
6. Become a MoveBank member: You will receive information on how to become a MoveBank member through our digital platform, together with setting up your repayments for the loan.
7. Loan Offer: We will prepare your loan documents and issue them digitally, via your MoveBank App.
8. Pick up your car: We will confirm with you once the funds are released to the dealer or private seller, and you can drive away in your new wheels!             

This is an indication of your ability to borrow. You may choose to see a pre-approval to understand your borrowing capacity, but is not a guarantee of loan approval or offer.

Generally, the interest cost of your loan is calculated daily on the outstanding balance of your loan. Interest is calculated daily and charged monthly. An example of how daily interest is calculated on a $30,000 loan with a fixed rate of 4% p.a. is as follows: 

($30,000 x 4%) / 365 = $3.28 

Some loans will allow you to directly deposit extra money into your loan account to reduce your interest payments. To determine the repayments on your loan, see our loan repayment calculator.

Comprehensive Car insurance is required to be taken out and note "MoveBank Ltd" or "MoveBank" as an interested party on the Certificate of Currency with your Insurance Company.

Don’t have insurance with MoveBank? We have partnered with CGU Insurance to provide you with competitive insurance. Get a quote today!

Yes, you can. All you need to do is complete an online application form or call our Lending Specialists on 1300 362 216 if you have questions.

At MoveBank, we offer a New Car Loan for vehicles up to 3 years old, as well as a Used Car Loan for vehicles up to 10 years old.

Below is a list of suitable vehicles:

• Motor vehicles - new or used up to an age of 10 years
• Motorcycles - new or used up to an age of 10 years
• Pleasure craft - new or used up to an age of 10 years
• Caravans - new or used up to an age of 10 years

If you're looking to take out a loan for a vehicle not listed above, please give us a call on 1300 362 216 to talk to a Lending Specialist about whether we can help.

At MoveBank, we understand that looking after our planet is important. We want to support our members in making sustainable choices, which we why we offer a Green Car Loan designed exactly for this purpose. Our Green Car Loan offers a discounted rate for low emissions vehicles.

The deposit required will vary based on the type of loan you choose. Explore our range of Car Loans and Personal Loans or speak to a Lending Specialist on 1300 362 216 to learn more.

If you are a homeowner, you may be able to use your home as security for a loan to buy a car. The benefit is you will generally enjoy a lower interest rate. This option will require you to already have your home loan with MoveBank or be willing to refinance your home loan to MoveBank. For more information, please call us on 1300 362 216 to speak with a lending specialist.

Variable rates can change anytime and will affect your regular repayments.

A fixed rate has been fixed at a certain rate, so it stays the same for the entire fixed rate period. This means that your repayments also stay the same for the same 'fixed' period.

Please note all our Car and Personal Loans are a fixed rate for the life of the loan, giving you the peace of mind that your repayments won't change.

There are no penalties for additional repayments or repaying you loan early.

Apple Pay is a digital wallet from Apple which lets you use a compatible iPhone, Apple Watch or iPad to make secure contactless purchases in stores, within selected apps and participating websites.

Apple Pay is compatible with:

• iPhone models with Face ID

• iPhone models with Touch ID, except iPhone 5s

• iPad Pro, iPad Air, iPad and iPad mini models with Touch ID or Face ID

• Apple Watch Series 1 and later

• Mac models with Touch ID for payments on the web in Safari

• Mac models introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch

For a full list of compatible Apple Pay devices, see https://support.apple.com/en-au/HT208531

No, your card details are not stored on the device or in the Cloud. When a card is added to Apple Pay, a Device Account Number replaces the need for the card number.

The Device Account Number is used to make secure purchases in stores and within apps and websites. It will not work if it is compromised in any way and cannot be used outside of the device it is assigned to.

The Device Account Number can be found by opening the Wallet app, select a card and tap the ... symbol, then scroll down to Device Account Number.

No, it does not cost you anything extra to use Apple Pay.

The usual credit or debit charges apply to purchases and some retailers may apply a card surcharge to purchases made using any payment method, including Apple Pay, contactless or chip and PIN transactions.

You require an active data plan or Wi-fi connection to add your card to Apple Pay. Based upon your mobile plan and network, additional message and/or data charges may apply.

To set up Apple Pay here’s what you need:

• Your eligible device and supported card

• The latest version of iOS, watchOS, or macOS

• An Apple ID signed in to iCloud

You do not need to download any additional app to use Apple Pay but the latest version of iOS and watchOS is required to set up cards in Apple Pay.

For more information on setting up Apple Pay, see Apples support page: https://support.apple.com/en-au/HT204506

Add a card on your iPhone

1. Go to Wallet and tap ‘+’ Follow the steps to add a new card. Open Apple Wallet  

2. Enter your card’s security code to add your credit or debit card affiliated with your iTunes Account. Or, select Add a different card and use your camera to enter the card information

iPad

1. Go to Settings

2. Tap Wallet & Apple Pay and select Add Credit or Debit Card

3. Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information

Apple Watch

1. Open the Apple Watch app on your iPhone

2. Tap Wallet & Apple Pay and select Add a Credit or Debit Card

3. Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information

For security purposes, when a new card is added to Apple Pay we’ll ask you to complete a verification check before it can be used with Apple Pay. We’ll either:

1. Send a one-time password to the mobile phone number you have registered with us.

2. Ask you to call us on 1300 362 216 and answer some security questions.

Yes, a card can be added to Apple Pay on up to nine different devices but the card will need to be added to each device separately.

Yes, up to eight cards can be added to Apple Pay on a single device. The first card added to the device will become the default card, but you can change the default card.

You can use your device to make a payment using Apple Pay in stores, within apps, or on participating websites wherever you see the contactless and Apple Pay symbols.

To authorise a payment, hold your iPhone near the contactless reader and:

• Using Face ID, double press the side button, look at your screen, then hold your iPhone near the card reader
• Using Touch ID, place your finger on Touch ID to authorise payment
• Or enter your device passcode

With an Apple Watch you double-click the side button and hold the display up to the contactless reader to authorise a payment.

Please note: the Apple Watch NFC feature has to be activated before Apple Pay will work. When you strap your Apple Watch to your wrist you will be prompted to enter the device passcode. This will enable Apple Pay. If the Apple Watch is removed from your wrist, so skin contact is lost, Wrist Detect detects that skin contact has been lost and Apple Pay and the NFC feature are deactivated.

To pay in selected apps and on the web in Safari on your iPhone, iPad, Apple Watch, select Apple Pay at the check-out and complete the payment.

With Face ID glance at your screen, for Touch ID place your finger on Touch ID or you can enter the device passcode. For Apple Watch double-click on the side button.

Be sure to check your billing, shipping and contact information to make sure that they’re correct. If you want to pay with a different card, tap > next to your card.

If you need to, enter your billing, shipping and contact information. Apple pay will store that information, so you won’t need to enter it again.

Yes, you can use Apple Pay to make payments on participating websites using a Mac on Safari. To use Apple Pay, the Mac needs to be signed in to the same iCloud account as the iPhone or Apple Watch and have Bluetooth enabled on your Mac, then:

1. Select the Buy with Apple Pay or Apple Pay button
2. Check your billing, shipping and contact information are correct:
   - The default card can be changed by clicking the button next to the default card and selecting a new credit or debit card from any iPhone or Apple Watch which is nearby and signed into the same iCloud account.
   - If you need to, enter your billing, shipping and contact information. Apple Pay will store that information on your iPhone, so you won’t need to enter it again.
3. When you are ready, make your purchase. Place your finger on Touch ID, use Face ID or enter the device passcode on your iPhone, or double-click the side button on the Apple Watch to authorise payment. After your payment information sends successfully, you’ll see Done and a checkmark on the screen.

You might be asked to enter your card PIN for transaction over $200.

Apple Pay will work in all countries where contactless payments are accepted. We recommend you take your physical card as a backup, as not all merchants in all countries may support contactless payments.

You take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while others may have to refund using the physical card.

If the retailer is able to refund the device used to make the original purchase, you:

• Select the card they want to be refunded within the Wallet app
• Hold the iPhone above or near the contactless reader and authorise the refund using Touch ID, Face ID or the device passcode; or
• Hold the Apple Watch display up to the contactless reader and double-click the side button to authorise the refund.

You may need to provide the last four digits of the Device Account Number to the retailer. You can find your Device Account Number on the card details screen in your Apple Wallet.

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app.

Transactions will appear as they normally do on a bank or credit card statement. It is not possible to show if a transaction was made using Apple Pay, contactless card or chip and PIN.

Yes, Apple Pay is secure. A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the merchant.

Please note: You should never share your device passcode, or register more than one person's fingerprint or face to Touch ID and Face ID, while your card is registered to Apple Pay.

The first card added to the Wallet app becomes the default card for that device. To change a default card you must follow these steps:

iPhone

1. Open the Wallet app

2. Touch and hold your finger over the card you want to make the default card

3. Drag the card to the front of the cards in the Apple Pay section

Apple Watch

1. Open the Apple Watch app on your iPhone

2. Go to the My Watch tab

3. Tap Wallet & Apple Pay and then Default Card

4. Choose a new card

iPad

1. Go to Settings

2. Tap Wallet & Apple Pay and then Default Card

3. Choose a new card

For more information on managing the cards you use on Apple Pay see Apples support page: https://support.apple.com/en-au/HT205583

To remove a card from Apple Pay you must follow these steps:

iPhone

1. Open the Wallet app
2. Select the relevant card
3. Tap the three dots in the top right and tap Card Details
4. Scroll down and select Remove Card

Apple Watch

1. Open the Watch app on your iPhone
2. Go to the My Watch tab
3. Scroll down and tap Wallet & Apple Pay
4. Tap the card to be removed and then tap Remove Card

iPad

1. Go to Settings
2. Tap Wallet & Apple Pay
3. Tap the card to be removed from Apple Pay
4. Scroll down and tap Remove Card

Please note: if you remove your device passcode, Touch ID and Face ID security feature, or sign out of iCloud, all cards will be removed from Apple Pay on the device.

1. Go to the Cards section of the MoveBank App or MoveBank Online.
2. Select the card you'd like to freeze.
3. Click on 'Freeze Card' to freeze your card. Your Apple Wallet card will then be suspended.
4. Click 'Report Lost, Stolen or Damaged' and follow the prompts.

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function.

If you are unable to access your MoveBank App or MoveBank Online, please call us to report it immediately
1300 362 216

Lost/Stolen Hotline - outside business hours 
1800 621 199

Overseas?

The VISA card website will provide you with a phone number to call depending on what country you are in

CALL VISA

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function. Or you can log into iCloud.com to suspend or remove all cards from Apple Pay remotely. If you do not have the app you should contact us on 1300 362 216 to request that your card be disabled for use with Apple Pay.

Nothing. Your card will automatically update in your Apple Wallet on the month of expiry. You will not need to do anything.

Any Android smartphones and tablets running Android Lollipop 5.0 or above. To make in-store payments, your phone also needs
to support NFC (Near Field Communication). To check for NFC, look for it in your phone’s Settings app. You can make in-app
payments even if your phone does not have HCE.

First, download Google Pay from the Google Play Store. Second, you can add an eligible card by snapping a picture or entering your account number manually. If your eligible card is already set up for Google Play, you can simply add that card to Google Pay by confirming a few details.

You can use Google Pay anywhere contactless payments are accepted - look out for the payWave and Google Pay logos. 

You can also make in-app purchases when you see 'Buy with Google Pay'.

When paying in-store:

1. Simply wake up your phone. No need to open the app.

2. Hold the back of your device near the contactless payment terminal and wait for the blue checkmark.

When paying within apps:

With Google Pay, you can check out in hundreds of apps without having to enter your payment information. Catch a ride, order
takeout, or get tickets to that just-announced show with the simple press of a button.

Google Pay is a secure way to pay for your purchases:

• Your physical card number is not stored on your phone
• If your phone is ever lost or stolen, you can use Android Device Manager to instantly lock your device, or even wipe it clean of any personal information

Android Device Manager will help you find, lock, and erase your phone. Also, you can simply search “Find my phone” and Google will show you where it is on a map. There’s no need to cancel your credit card.

Your credit and debit card information are assigned a unique virtual account number that’s used at checkout, so your full card
details are never shared with the store. Think of it as a digital stand-in for your payment information. To view the last four or five
digits of your virtual account number go to “Card details” or “Transaction details”.

Google Pay allows you to use NFC-capable Android devices running Android 9 or higher to make payments.

Yes you can. You can use Google Pay anywhere contactless payments are accepted.

As long as you have a phone running Android 9 or higher that is NFC-enabled you do not need to upgrade.

Your credit and debit card information are assigned a unique virtual account number that’s used at checkout, so your full card details are never shared with the store. Think of it as a digital stand-in for your payment information. To view the last four or five digits of your virtual account number go to “Card details” or “Transaction details”.

Confirmation of Payee will work for Australian bank accounts with a BSB and account number.

Confirmation of Payee will check account details for all first-time payments or future-dated first-time payments to a BSB and account number. Additional checks may be made on payments made to an existing payee where it has not been used recently.

Yes - it’s always up to you. Confirmation of Payee helps you make an informed decision, but it won’t block your payment unless the recipient bank account is closed. If the name doesn’t match, we recommend double-checking the details with the person or business before continuing.

In addition to your BSB and account number, you must provide your exact account holder name to anyone trying to add you as a new payee.

No, Confirmation of Payee only applies to payments within Australia. It does not cover international or non-AUD payments.

No - there’s nothing you need to do. Confirmation of Payee is already part of your online banking or banking app. You’ll see it when you’re about to pay someone new, or when you change the account details of someone you’ve paid before.

When you enter the BSB, account number and account name, Confirmation of Payee will check those details against the bank records held by the recipient's bank.

You’ll get one of the following results:

• Match – the account details you entered match the bank records of the intended recipient.
• Close Match – the account details you entered closely match the bank records of the intended recipient.
• No Match – the account details you entered do not match the bank records of the intended recipient.
• Error – the service could not confirm the account details you entered match.

This gives you a chance to double-check the details before you send the money.

Confirmation of Payee is an initiative of Australian Payments Plus (AP+), the organisation that provides trusted payment services like BPAY®, Osko®, eftpos®, PayID® and PayTo®.

It’s an industry-wide service designed to give you valuable information that may help protect you from scams and mistaken payments – so your money stays safe.

When you’re sending money to a person or business using their BSB and account number, Confirmation of Payee will check the account name details you’ve entered with the account details held by the recipient’s bank and let you know whether they match or not.

This gives you the chance to decide what to do next. If you think you’ve entered the account details incorrectly, you can check them again before making the payment. Or if something doesn’t seem right, you can choose to cancel the payment.

Confirmation of Payee will check account details for all first-time payments or future-dated first-time payments to a BSB and account number. Additional checks may be made on payments made to an existing payee where it has not been used recently.

If you don't feel comfortable with your account name being shown to payment senders as part of the Confirmation of Payee service, please let us know via Live Chat and we can remove you from the service.

Your PayID is information unique to you, like your phone number, email or ABN, that can be securely linked to your nominated bank account.

Once you’re set up, you can simply share your PayID with anyone who needs to send you money.

When you use a PayID to make a payment you’ll automatically be shown the name of the person you are paying within your banking application. Allowing you to confirm it’s the right person before you approve the payment.

PayID payments have the same level of security that protects your existing bank accounts. 

You can easily update your PayID details from Settings.

Select 'PayID' under your 'settings' in the MoveBank App to view your details. From here you can either:

•  create another PayID
•  change the linked account
•  lock and unlock your PayID
•  initiate a transfer of your PayID (so you can open a PayID at another bank)
•  close your PayID.

If you have any issues with any of the above actions, please contact us via the chat and we'll be happy to assist you.

PayTo® agreements can be created using a PayID® or by using your BSB and account number.

No. While PayTo® streamlines the current direct debit system for businesses, and gives customers more control over their payments, there is no requirement to switch to PayTo®.

PayTo® is a modern alternative for digital and direct debit payments. It allows for different recurring payment types including fixed and variable amounts and changes in payment frequency.

Some businesses or direct debit providers may charge a fee to use PayTo®. This is at the discretion of each business, so we recommend checking before you authorise a PayTo® agreement.

PayTo® has the same security as other digital payments and transfers made from your bank account. PayTo® payments can only be taken from your account if a PayTo® agreement is authorised. Your account won't be debited until you give the ok.

Payment agreement are between you and a business to allow you to make regular payments to the business for services or goods. Payment agreements can be set up with businesses who offer PayTo®.

PayTo payments are included in your daily payment limit. To view your payment limits, go to the 'Manage' section for your account and choose, 'View payment limits'.

PayTo® is an initiative of https://nppa.com.au the organisation that runs Australia's real-time payments platform.

You must provide at least one of the following types of identification to open an account:

• Australian Driver's license
• Australian Passport

ID tip:

If you submitted any of the above types of identification and you weren't successful, we suggest trying another type. Submitting more than one form of ID will help us confirm your identity and increase the chances of a successful verification.

If an invited user fails their identity verification, they can resubmit using another form of ID. If there are more issues, please reach out to our team through chat.

The Terms and Conditions can be found here or by scrolling to the bottom of the Settings section of the MoveBank App or the Help center in MoveBank Online.

Most importantly, the first step is to take action. It is entirely normal to be upset of feel ashamed if you are the victim of a scam, but it is important to remember that no one is immune to fraudsters and scammers.

If you have sent money or shared your banking details with a scammer, contact your financial institution immediately. We can increase the monitoring on your MoveBank account and can attempt to stop or recall transactions made on your account.

The next steps are damage control – looking at what information was compromised and taking steps to protect yourself.

A few examples of actions that could be taken include:

• Reviewing your passwords and changing any that were compromised
• Updating your anti-virus software and scanning your computer, or even having a professional perform a clean of your device
• Placing a temporary hold on your credit report
• Contacting IDCARE via their website or call 1800 595 160 if you think you may be a victim of identify theft

Victims of a scam are also significantly more likely to become scam targets in the future, such as offers to recover lost funds. Be wary of potential scams especially in the near future.

Whilst we do contact our members from time to time, we would never ask you to provide us with your account details.

Scammers have been known to pretend to be banks, or even from a bank’s fraud team to catch people off guard and trick them into thinking it is safe.

If you’re unsure, the safest thing to do is to contact us directly through secure messaging via Internet Banking or phone us on 1300 362 216 and we can confirm if the message was legitimate.

If you have sent money or given away account details as part of a scam, you should contact your financial institution as soon as you become aware of the problem. We can increase the monitoring on your MoveBank account and can attempt to stop or recall transactions made on your account.

Unfortunately, the sad reality when it comes to scams is that if a payment has been authorised to be sent to a third party, scammers will usually move money out of the account immediately to prevent funds from being recovered.

• Does it sound too good to be true?
• Was I expecting to be contacted or has this come from nowhere?
• Does anything seem strange, like am I being contacted from a different
• Do they need money to be sent urgently?
• Do they want me to click a link or provide my information?
• Is there a way I can contact them using the “normal” method (for example calling the tax office on their ordinary number)

If you don't recognise a transaction on your account, please reach out to us through chat so that we can help raise a dispute.

If you don't recognise a payment into your account, please contact us through chat. You'll need to provide the following details:

• Reason for the enquiry
• Transaction amount
• Transaction date
• Account name
• BSB and account number

If you have any feedback for us, please feel free to reach out through the Live Chat in the MoveBank App or submit the form on our Feedback page.

We're committed to ensuring that our customers have great experiences using our products and services.

Please contact us (including via chat) if you have any feedback about our products and services. 

If you need our help to resolve an issue, please visit our Complaints page for information on the various ways you can raise this.

You can contact us (including via chat) if you have any feedback about our products and services. We will do our best to resolve your complaint promptly. If we are unable to resolve your complaint within 3 business days, we will give you the name and contact details of a person to whom you can escalate your complaint.

We'll do our best to resolve your complaint in a fair and timely manner. If you are not satisfied with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is an independent body that assists consumers and small businesses to make and resolve complaints about financial institutions.

AFCA's details are as follows:

• Mail: GPO Box 3, Melbourne, VIC 3001
• Phone: 1800 931 678
• Email: [email protected]
• Website: https://www.afca.org.au

AFCA is an independent body that assists consumers and small businesses to make and resolve complaints about financial institutions.

Before you reach out to AFCA, please contact us first to try and resolve your complaint. If you are not satisfied with our approach to resolving your complaint, you can contact AFCA.

AFCA's details are as follows:

• Mail: GPO Box 3, Melbourne, VIC 3001
• Phone: 1800 931 678
• Email: [email protected]
• Website: https://www.afca.org.au

There is no fixed time to resolve a dispute. The resolution timeframe depends on the parties involved and the details of the dispute. Please log into the app or onling banking regularly to check for details and next steps.