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Optus Pay: Support

Posted by (Online Community Manager)
29th May 2019, 3:53pm
Optus

**This page was last updated on Wednesday, 12 June 2019**

 

From Monday 5 August 2019 Optus Pay will no longer be available.

 

On the 12 June 2019 the Product Disclosure Statement was updated (see under 'Important Links / Terms & Conditions), and you are no longer be able to reload funds to your Optus Pay facility.

 

If you currently have a $0 balance in your Optus Pay facility and you no longer wish to use it, there is nothing you need to do. We will automatically close your facility after 5 August 2019.

 

If you have any funds in your facility, you have the following options:

 

1. Spend the remaining funds before 5 August 2019

You can use Optus Pay to make contactless payments of up to $100, wherever you see the Visa payWave sign. Like all cards, acceptance is ultimately at the merchants' discretion.

 

Note: if there are not enough funds on your Optus Pay facility for a transaction, you can pay part of the transaction using Optus Pay, and pay the rest via another payment method (e,g. credit card, gift cards, or cash).

 

2. Receive a refund on the remaining balance after 5 August 2019 (linked account required)

In order to receive an automatic refund, you must have a valid linked account. Please note it may take up to 3 working days to set up your linked account.

 

See the ‘How to update your linked account details’ tab below for more information on linking your account.

 

Note: the refund may take up to 6 weeks to be processed. If you haven’t received your refund by 16 September 2019, please call the Optus Pay team on (07) 4694 9081.

 

What happens if I don’t set up my linked account before 5 August 2019?

If you don’t have a linked account and wish to receive a refund on the balance remaining in your Optus Pay facility after 5 August 2019, you must call the Optus Pay team on (07) 4694 9081.

 

What happens once my refund has been processed?

Once the remaining funds in your Optus Pay facility have been transferred in accordance with the above, or your instructions, the Optus Pay facility will be closed.

 

What is Optus Pay?

Optus Pay is a contactless method to pay for transactions under $100. It is only available to existing, registered Optus Pay users.

 

Managing Optus Pay app issues

If you're an existing, registered Optus Pay user and you're having trouble, give this a go...

 

  • Turn your phone off and then back on. Once your phone is on, open the app again
  • Uninstall and then reinstall the app
  • Ensure your SIM has been activated on the Optus network for a minimum of 24 hours

If you're still having trouble, email us at optuspay@optus.com.au and we'll see what we can do to get things going.

 

How to update your linked account details

You can update your linked account details via the Optus Pay App.

 

Download Optus Pay from Google Play.png Download Optus Pay from the App Store.png

 

To link your account:

 

  1. Go to the Optus Pay app
  2. Select More…
  3. Select Manage Facility
  4. Select Linked Account
  5. Select Link Now
  6. Type in your BSB, Account Number and Account Name
  7. Select Link

(Optus Pay will deposit a small amount of money with a reference number. Please check your account, just remember it might take up to 3 working days for the deposit to appear).

 

  1. Once you received the deposit in your account, go to Optus Pay app -> More -> Manage Facility -> Linked Account -> Verify Now
  2. Type in Amount and Reference Number
  3. Select Finish Linking

 

To remove your linked account:

 

  1. Go to the Optus Pay app
  2. Select More…
  3. Select Manage Facility
  4. Select Linked Account
  5. Select Remove Account and confirm to remove account

 

To update existing linked account, simply remove the old linked account and add a new one.

 

You must update your linked account details before 5 August 2019 in order to receive an automatic refund.

 

Do I need to open a new bank account?

No, you can link Optus Pay to your existing Australian bank account.

 

I'm having trouble linking my bank account to Optus Pay?

It can take up to 3 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.

 

Using Optus Pay

This depends on the type of handset or payment accessory you have. You need to be an existing, registered Optus Pay user with either an NFC enabled Android handset or an Optus issued payment accessory to use Optus Pay.

 

I'M USING AN NFC ENABLED ANDROID HANDSET

There are a couple of ways to pay using Optus Pay:

 

WITH THE APP OPEN (ON)

This means that the app must be opened before you can 'wave' your handset in front of the Visa payWave machine.

 

WITH THE APP CLOSED (OFF)

Turning the option to 'OFF' will allow contactless payments at any time, even if your phone is off or out of battery!

You can change this option in the app via Settings > Payment Settings > Contactless > tap 'ON' or 'OFF'

 

I'M USING AN OPTUS ISSUED PAYMENT ACCESSORY

You can pay using your Optus issued NFC enabled payment accessory - a Sticker, Payband, Paytag or SmartCup. To pay, simply 'wave' the accessory near the Visa payWave machine. 

 

Optus will no longer issue new or replacement NFC SIM and other Payment Accessories, however existing accessories remain valid until the facility is closed on 5 August 2019.

 

Updating / resetting your Optus Pay passcode

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.

 

I'VE FORGOTTEN THE PASSCODE

Simply call us on (07) 4694 9081 and we’ll get you a new one.

 

I WANT TO CHANGE MY PASSCODE

 

  1. Tap on Settings and then Passcode Settings

  2. Select Change Passcode

  3. Enter your current passcode

  4. You'll be prompted to select a new passcode

 

Lost or Stolen Handsets / Payment Accessories

 

LOST / STOLEN PAYMENT ACCESSORY

If your payment accessory has been lost or stolen you'll need to lock your payment accessory to prevent it from being used. Just follow the steps below:

 

  1. Go to the Optus Pay app

  2. Select Payment Settings

  3. Change Lock Payment Accessory to ON to prevent it from being used

 

LOST / STOLEN HANDSET

If you’ve lost your phone, call us on (07) 4694 9081 to report your device as lost or stolen so we can suspend your Optus Pay facility. You'll also need to follow these steps to avoid unauthorised use of your service.

 

It's important to promptly report your phone as lost / stolen as you may be liable for transactions made using the Optus Pay facility prior to it being suspended by us.

 

Important Links / Terms & Conditions

 

IMPORTANT LINKS

 

TERMS & CONDITIONS

Optus Pay is issued by Heritage Bank Limited ABN 32 087 652 024 AFSL 240984 (Issuer).

 

Any advice contained in this document is provided by Optus Mobile Pty Limited ABN 65 054 365 696 as authorised representative of the Issuer. This information has been prepared without taking into account your objectives, financial situation or needs and so you should, before acting on the advice, consider the appropriateness of the advice having regard to your circumstances. You should also obtain and consider the Product Disclosure Statement for the Optus Pay facility available in the Essential Info section of this site before making any decision in relation to the facility.

 

 

FAQs

 

GENERAL

 


What does it cost to use Optus Pay?

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

 

Does Optus Pay come with a PIN / passcode?

You don’t need a PIN to open the app, which means the Optus Pay app can't be used for contactless transactions of $100 and over or for transactions that normally require a PIN. However, some app functions such as changing your contact details and creating a direct debit do need a passcode that is set by you.


Who are Heritage Bank and who are the Optus Pay Team?

The Optus Pay facility is issued by Heritage Bank Limited. The Optus Pay Team includes a support team at Heritage Bank who can help if for example, you need a passcode issued or you want to close your facility. They also assist with managing any disputed transactions.


Can I suspend my Optus Pay facility?

You can turn off the payment function and auto loads at any time, but you can't 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 (07) 4694 9081 and they will help you out and return the available balance.


How do I cancel my Optus Pay facility?

Give us a call on (07) 4694 9081 and we'll cancel this for you. Any funds that are left over will be transferred back to your bank account, so have these details handy before calling.

 

How do I check my balance?

To check your balance, just open the app and your balance will appear on the screen.


Can I make payments online or over the phone?

You can make online payments or payments over the phone using the app's Visa Prepaid Debit Card details.


Does Optus Pay work at all contactless terminals?

Optus Pay should work on most Australian contactless terminals that accept Visa payWave. 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.


Do I need to open the app to make a contactless payment?

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.


Can I use Optus Pay to withdraw cash at ATMs?

No, Optus Pay doesn't allow for cash withdrawals at ATMs or at merchant EFTPOS facilities.


I'm having trouble linking my bank account to Optus Pay?

It can take up to 3 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.


How can I access my transaction history and for how long?

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.


Can I print or email my transactions history?

 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.


What should I do if I think my transaction history is wrong?

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.

 

Do mobile phone accessories like covers and cases affect Optus Pay?

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.