Frequently Asked Questions

Whether it’s your debit or credit card you can use our Lock Card function to temporarily lock your card while you look for it.

Mobile Banking App

1. Log in
2. Select 'Cards'
3. Select the card you would like to lock
4. Toggle to 'Lock'

When you’ve found your card, just toggle back to unlock.

Keep in mind that direct debit, recurring and scheduled payments will still be processed when your card is blocked. All other transactions will be declined.

If you can’t find it you’ll need to contact us to cancel your card and order a replacement. Once you’ve spoken to us you should receive your new card in 3-5 business days.

If you’re overseas and require an emergency replacement card please call us on +1 303 967 1096 (24hrs)

When you receive it all you need to do is log into internet banking, the mobile app or call us on 1300 790 740 and complete a couple of steps.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Click ‘Card Activation’
4. Enter Card number and Expiry Date
5. Click 'Activate Card'

Customer Service

Call us on 1300 790 740

We’ll verify you and activate your card

Mobile Banking App

1. Log in
2. Select 'Cards'
3. Select the card you would like to activate
4. Click 'Activate card'
5. Enter the expiry date of your card then press ‘Submit’

If you have any issues, just give us a call on 1300 790 740 and we’ll help step you through it.

We’re here Monday to Friday – 8.30am to 5.30pm AEST

If you would like to change your pin after you activate your new card you can easily do so in our mobile banking app.

If you’re travelling overseas and plan to use your Australian Unity account, it’s a good idea to let us know first. That way we’ll know that you’re making overseas transactions, not someone else.

Mobile banking app

1. Log in
2. Click ‘Contact and support’
3. Click ‘overseas travel’
4. Complete the details

Over the phone

We’re available on 1300 790 740, Monday to Friday – 8.30am to 5.30pm AEST.

Email

Send us a detailed note to bankingsupport@australianunity.com.au and let us know your travel dates, destinations and overseas contact details. Please include your customer number for ease of reference.

More useful information about using your card overseas:

A $5.00 cash advance fee will apply to every overseas ATM withdrawal you make. It’ll come out of your account at the end of the month.

For more information on the fees and charges, please check our 'Schedule of Fees, Charges and Transaction Limits’.

Currency Conversion charges:

A 3% foreign currency conversion fee will apply to all purchases made in a foreign currency, this charge will be on the converted AUD amount. This is also charged on amounts withdrawn at overseas ATMs.

For more information on the fees and charges, please check our ‘Schedule of Fees, Charges and Transaction Limits’.

The Fraud Monitoring Team is here 24/7

If you have any problems with your card (especially if you lose it, or it gets stolen) call our Fraud Monitoring Team as soon as possible on +61 2 8299 9534.

Internet Banking

1. Log in
2. Click 'Payments'
3. Select 'Transfer Money'
4. Select the account you’d like to transfer from
5. Select the account you’re adding funds to
6. Fill in the details and choose how often you want to pay
7. Click 'Next'
8. Review Information
9. Click Submit

Mobile Banking App

1. Log in
2. Click ‘Pay’
3. Select type of Pay
4. Fill in the details and choose how often you want to pay
5. Click 'Pay'"

It's on the front page of your Australian Unity Bank statement, in the top right hand corner. You'll also see it in your Australian Unity welcome email. It is also the number you use to log in to Internet Banking and the mobile banking app.

If you still can’t find it give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

You can make cash and cheque deposits at any Australia Post Bank@Post outlet.

Find your nearest Australia Post Bank@Post outlet.

Limits and fees apply, so make sure you ask your local Australia Post Bank@Post which ones may apply to you.

For more information on the fees and charges, please check our 'Schedule of Fees, Charges and Transaction Limits’.

Internet Banking

1. Log in
2. Click on "Accounts"
3. Select "BSB Number Information"
4. Both Internal and External Account numbers will be displayed

Mobile Banking App

1. Log In
2. Select the Account
3. The number will be at the top

Mobile Banking App (Address only)

1. Log in
2. Click "Hamburger Icon" (3 bar menu)
3. Select My details
4. Select Address details
5. Send Sms code and enter code
6. Make relevant changes
7. Click "Update details"

Or to update any other details, give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST."

You do not need to download any additional app to use Apple Pay. The latest version of iOS and watchOS is required to set up cards in Apple Pay. Set up Apple Pay link: https://support.apple.com/en-au/HT204506

How do I add a card to Apple Pay?

Adding a card to Apple Pay is different depending upon the device being used.

iPhone

• Open the Wallet app
• Tap the + in the upper right corner, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

Apple Watch

• Open the Apple Watch app on your iPhone
• Tap Wallet & Apple Pay and then Add a new Credit or Debit Card, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

iPad

• Go to Settings
• Tap Wallet & Apple Pay and then Add Credit or Debit Card, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

Mobile Banking App

• Open the Australian Unity mobile banking app
• Tap on cards in the bottom left corner
• Select 'Add to Apple Wallet'
• Select preferred method to receive OTP password either email or mobile
• Verify the OTP code and select submit
• Add Card to Apple Wallet by selecting Next.

How do I activate my card with Apple Pay?

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 will ask you to call us on 1300 790 740 and answer some security questions

Can a single card be added to multiple Apple Pay wallets?

Yes, a card can be added to Apple Pay on multiple devices, however the card will need to be added to each device separately.

How do I change the default payment network?

When you add your Healthy Banking Everyday Transaction Account to Apple Pay, the card will be defaulted to the Visa network for payments with Apple Pay.

To change the payment network on iPhone

• Open the Wallet app
• Tap on your Healthy Banking Everyday Transaction Account
• Tap the  symbol and choose the network
• You can also change the payment network prior to tapping your device. Simply, authenticate, choose network on screen, then tap device for payment.

To change the payment network on Apple Watch

• Double-click the side button and select your Healthy Banking Everyday Transaction Account
• Firmly press the display and choose the network.

Our BSB is 803 228.

You can make cash and cheque deposits at any Australia Post Bank@Post outlet.

Find your nearest Australia Post Bank@Post outlet.

Limits and fees apply, so make sure you ask your local Australia Post Bank@Post which ones may apply to you.

For more information on the fees and charges, please check our 'Schedule of Fees, Charges and Transaction Limits’.

Payments through Osko are transferred to participating financial institutions in real time, 24/7. Find out more about Osko.

Pay Anyone transfers can take up to 3 business days.

BPAY is Australia's favourite bill payment service. It lets you pay bills quickly, easily and directly from your bank account with us.

® Registered to BPAY Pty Ltd

ABN 69 079 137 518

A Direct Debit is an authorised request you provide to Australian Unity Bank to arrange for any amount Australian Unity Bank may debit or charge to you to be debited automatically from your nominated financial institution bank account as per the Australian Unity Terms and Conditions stated in our ‘Direct Debit Request Form’.

Download the Direct Debit Request Form. Once completed, please send it to:

Australian Unity, GPO Box 1801, Melbourne VIC 3001.

For further information, contact us on 1300 790 740, Monday to Friday from 8.30am to 5.30pm AEST.

You can contact us on 1300 790 740 or in writing at least 30 days before the next debit day to request the cancellation of a Direct Debit.

A Recurring Payment is a regular future dated funds transfer payment which is set up and scheduled via the Mobile App or Internet Banking.

To set up a Recurring Payment via the Mobile App:

Mobile Banking App

1. Log in
2. Select ‘Pay’ from the menu
3. Select ‘Pay anyone’
4. Add a new ‘Payee’ or select an existing ‘Payee’
5. Enter the payment ‘Amount’, ‘Your Description’ and ‘Reference’ details
6. Select ‘Recurring pay’
7. Select ‘Start date’, ‘Frequency’ and choose a ‘Payment schedule’
8. Select ‘Pay’ to set up the recurring payment.
9. To set up a Recurring Payment via Internet Banking:

Internet Banking

1. Log in
2. Click ‘Payments'
3. Select 'Transfer Money'
4. Select the account you’d like to transfer from
5. Select the account you’re adding funds to
6. Fill in the details and choose 'Recurring'
7. Click 'Next'
8. Review Information
9. Click Submit"

To cancel a Recurring Payment via the Mobile App:

Mobile Banking App

1. Log in
2. Select ‘Pay’ from the menu
3. Select ‘Future Payments’
4. Select the Recurring Payment you would like to cancel
5. Review details and press the ‘Delete’ button to cancel the Recurring Payment
6. Press ‘Confirm’ to finalise the Recurring Payment cancellation request.
7. To cancel a Recurring Payment via Internet Banking:

Internet banking

1. Log in
2. Click ‘Payments'
3. Select 'Future Payments'
4. Select the Recurring Payment you would like to cancel
5. Click 'Delete Payment'
6. Review Information
7. Click Delete"

You can set up a Payment Agreement with a Merchant or Payment Initiator that offers PayTo as a payment option by providing the Merchant or Payment Initiator with a PayID you have created for your Account or the BSB and account number for your Account.

The Merchant or Payment Initiator sets up your ‘Payment Agreement’ through what’s called a Mandate Management Service, with you then authorising your Payment Agreement in your internet banking. . This is where you authorise how much, and when, you will pay for goods or services. It can be for recurring or one-off payments. You can also suspend or cancel your Payment Agreement at any time through your internet banking or by contacting us. If you suspend or cancel your Payment Agreement you must consider whether doing so may breach the terms of your agreement with the Merchant or Payment Initiator. We suggest you understand the consequences of pausing or cancelling a Payment Agreement before doing so. A Payment Agreement may also be paused, resumed or cancelled by a Merchant or Payment Initiator. We will notify you via SMS or email if this occurs.

Before the Payment Agreement takes effect, it will appear in your Australian Unity internet banking portal for your authorisation. Once you authorise the Payment Agreement, the Merchant or Payment Initiator will then be able to debit your Australian Unity Bank account according to the terms that you have agreed.

A Payment Agreement is the agreement that records the authorised payment terms between you and the Merchant or Payment Initiator.

It includes the payment terms that collectively make up the Payment Agreement, including who the payee or payment initiator is, the payment amount, how often payments may be debited from your Australian Unity Bank account, the date on which the first/last payment may be debited, a description of the agreement, and the first and last date that the agreement may be used for initiating payments.

Once you have authorised your Payment Agreements, you can manage your Payment Agreements by following these steps:

Internet Banking

1. Log in
2. Click ‘Payments'
3. Select 'PayTo Agreements'
4. In the Current PayTo Agreements tab, you will see all new, active and paused PayTo agreements. Select an agreement to view the details on the PayTo Agreement page. From this page, you can authorise or decline changes to the PayTo Agreement. You can also pause or cancel a current PayTo Agreement, or resume a paused PayTo Agreement.

For more information, visit https://www.australianunity.com.au/banking/payto."

Your limit is already set to $1,250.

If you need more, you’ll need to chat to us. This is purely for security reasons. Once we’re sure it’s you we’ll change your limit straight away.

Call us on 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST. (Make sure you have your customer number available, a valid mobile number on your account, and an activated SMS One Time Password for all account holders/ signatories.)

If you enter the incorrect account number or BSB number the payment will be made to the incorrect account.

If this happens call us on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST. We will then contact the bank or financial institution where the account is held to try and get the money back.

When you call, we just need you to tell us:

• The date this occurred
• How much you transferred
• The BSB and account number the transfer was made to

Internet Banking

1. Log in
2. Click 'Payments'
3. Select 'Transfer Money'
4. Select the account you’d like to transfer from
5. Select the account you’re adding funds to
6. Fill in the details and choose how often you want to pay
7. Click 'Next'
8. Review Information
9. Click Submit

Mobile Banking App

1. Log in
2. Click ‘Pay’
3. Select type of Pay
4. Fill in the details and choose how often you want to pay
5. Click 'Pay'

Internet Banking

1. Log in
2. Click 'Payments'
3. Select 'BPAY'
4. Select the account you’d like to transfer from
5. Select Add a new biller
6. Enter Biller to search for
7. Select correct biller
8. Enter a Biller Nickname
9. Enter Customer Reference Number (CRN)
10. Fill in the amount and choose how often you want to pay
11. Click 'Next'
12. Review Information
13. Click Submit

Mobile Banking App

1. Log in
2. Click ‘Pay’
3. Select 'BPAY'
4. Select 'New'
5. Select 'BPAY'
6. Enter Customer Reference Number (CRN)
7. Fill in the amount and choose how often you want to pay
8. Click 'Pay'

® Registered to BPAY Pty Ltd

ABN 69 079 137 518

Internet Banking

1. Log in
2. Click ‘Settings’
3. Enter a nickname against th account you wish to rename
4. Click 'Save'

If you have any problems with your card (especially if you lose it, or it’s stolen) or transaction history, call our Fraud Monitoring Team as soon as possible on +61 2 8299 9534.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Select 'Change Password'
4. Click 'Get SMS'
5. Enter your One Time Password
6. Enter your current password
7. Enter a new password
8. Confirm new password
9. Click 'Change Password'

If you’ve forgotten your Internet Banking password please visit our page for further details."

Internet Banking

1. Log in
2. Select the account in question
3. Click 'View All Transaction and Account Details'
4. Select 'Quick Search' or 'Advanced Search'
5. Enter as much information known about the transaction in question
6. Click 'Search Transaction'

You can withdraw cash from your account at any ANZ, Westpac, NAB, CBA or Precinct ATM free of charge. Please note that some third party ATMs may charge you a fee. This fee will be displayed on the ATM screen before your withdrawal is actioned, thereby giving you the opportunity to not continue with the transaction if you do not wish to pay this third party fee. You can also withdraw cash from an Australia Post Bank@Post outlet (fees and charges may apply and an Australian Unity card is required).

We’ll NEVER ask for online banking or personal details via email, so if you get a message like this, it’s definitely a scam.

Do not reply, and do not click on any links.

Just delete the email straight way (from both your inbox and recycle bin).

SMS One Time Passwords provide an extra layer of security when you’re making changes or transfers through internet banking.

Whenever a first time payee is added, we’ll send a numerical code to your mobile number.

You’ll need to enter this code in online banking to verify the new payee.

Want to add this to your internet banking profile? Give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

Internet Banking

1. Log in
2. Select 'Setting'
3. Select ‘Setup Security Options’
4. Follow the prompts to activate SMS One Time Password on your internet banking profile.

Once activated, SMS OTP is required for internet banking self-service password resets and provides an extra layer of security when you’re making changes or transfers through internet banking.

Note:
Internet Banking self-service password resets and an extra layer of security for internet banking transfers are not available until SMS OTP is activated.

Apple Pay is available on iPhone, iPad, Apple Watch, Mac with Touch ID, Mac with an Apple Pay enabled iPhone or Apple Watch and the latest OS.

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.

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 credit or debit 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.

How do I change my default card?

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

• Open the Wallet app
• Touch and hold your finger over the card you want to make the default card
• Drag the card to the front of the cards in the Apple Pay section

Apple Watch

• Open the Watch app on your iPhone
• Go to the My Watch tab
• Tap Wallet & Apple Pay and then Default Card
• Choose a new card

iPad

• Go to Settings
• Tap Wallet & Apple Pay and then Default Card
• Choose a new card

How do I remove a card from Apple Pay?

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

iPhone

• Open the Wallet app
• Select the relevant card and then tap  symbol in the top right corner to see all the card details
• Scroll down and select Remove Card

Apple Watch

• Open the Watch app on your iPhone
• Go to the My Watch tab
• Scroll down and tap Wallet & Apple Pay
• Tap the card and then tap Remove Card

iPad

• Go to Settings
• Scroll down and tap Wallet & Apple Pay
• Tap the card and then tap Remove Card

For more information about managing your cards with Apple Pay visit https://support.apple.com/enau/HT205583

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

How do I update my Transaction Visa Debit card in Apple Pay to include the eftpos payment network?

To update your Card on iPhone and Apple Watch

• Remove your Transaction Visa Debit card from Apple Pay on your iPhone
  • Open Wallet, tap your Transaction Visa Debit card, tap , then tap Remove Card.
• Remove your Transaction Visa Debit card from Apple Pay on your Apple Watch
  • Open the Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay, tap the card, then tap Remove Card.
• Add your Transaction Visa Debit card back into Apple Pay on your iPhone
  • On iPhone, Open the Wallet app, tap the “+” sign in the upper-right corner then tap ‘Add a Different Card’ follow the prompts. (Do not choose previously provisioned card option)
• Update your Card on Apple Watch
  • Add your Transaction Visa Debit card back to Apple Pay on your Apple Watch
  • Open the Apple Watch app on your iPhone, tap “Wallet & Apple Pay” tap "Add Card” and select ‘Add a Different Card’ at the bottom of the screen, follow the prompts (Do not choose previously provisioned card option)
  • For more information visit: https://support.apple.com/en-au/HT209137

You do not need to download an additional app to use Apple Pay. The latest version of iOS and watchOS is required to set up cards in Apple Pay. Set up Apple Pay link: https://support.apple.com/en-au/HT204506

How do I add a card to Apple Pay?

Adding a card to Apple Pay is different depending on the device:

iPhone

• Open the Wallet app
• Tap the + in the upper right corner, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

Apple Watch

• Open the Apple Watch app on your iPhone
• Tap Wallet & Apple Pay and then Add a new Credit or Debit Card, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

iPad

• Go to Settings
• Tap Wallet & Apple Pay and then Add Credit or Debit Card, follow the prompts
• Add the card details by either:
  • Entering the card’s security code to add the credit or debit card you use with iTunes
  • Using the camera to capture the card information
  • Typing the card details in manually

Mobile Banking App

You must have the Australian Unity mobile banking app to connect it with Apple Pay.

• Open the Australian Unity mobile banking app
• Tap on cards in the bottom left corner
• Select ‘Add to Apple Wallet’ and follow the prompts

How do I activate my card with Apple Pay?

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 will ask you to call us on 1300 790 740 and answer some security questions

Can a single card be added to multiple Apple Pay wallets?

Yes, a card can be added to Apple Pay on multiple devices, however the card will need to be added to each device separately.

How do I change the default payment network?

When you add your Healthy Banking Everyday Transaction Account to Apple Pay, the card will be defaulted to the Visa network for payments with Apple Pay.

To change the payment network on iPhone

• Open the Wallet app
• Tap on your Healthy Banking Everyday Transaction Account
• Tap the  symbol and choose the network
• You can also change the payment network prior to tapping your device. Simply, authenticate, choose network on screen, then tap device for payment.

To change the payment network on Apple Watch

• Double-click the side button and select your Healthy Banking Everyday Transaction Account
• Firmly press the display and choose the network.

Where can I use Apple Pay?

You can use your device to make a payment using Apple Pay in stores or anywhere you can tap and pay. Apple Pay can also be used within apps or on participating websites wherever they see the buy with Apple Pay mark.

How do I make payment in stores with an iPhone?

Pay with iPhone with Face ID

• To use your default card, double-click the side button, then glance at your iPhone to authenticate with Face ID, or enter your device passcode. 
• Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

Pay with iPhone with Touch ID

• To use your default card, rest your finger on Touch ID. 
• Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

How to use Apple Pay link: https://support.apple.com/en-au/HT201239

How do I make payment in stores with an Apple Watch?

Pay with Apple Watch

• To use your default card, double-click the side button and hold the display of your Apple Watch within a few centimetres of the contactless reader.
• Wait until you feel a gentle tap.

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.

How do I make payment within an app or on participating websites?

With your iPhone, iPad and Apple Watch, you can use Apple Pay to pay within apps when you see Apple Pay as a payment option. 

To pay with Apple Pay within an app:

• Tap the Apple Pay button or choose Apple Pay as your payment method.
• 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 on your iPhone or iPad. Apple Pay will store that information, so you won't need to enter it again.
• Confirm the payment. When your payment is successful, you'll see Done and a tick on the screen.
  • iPhone X or later or iPad with Face ID: Double-click the side button, then use Face ID or your device passcode.
  • iPhone 8 or earlier or iPad without Face ID: Use Touch ID or your device passcode. 
  • Apple Watch: Double-click the side button. 

Can I use Apple Pay to make a payment on the web in Safari?

Yes. With your iPhone or iPad

• Tap the Apple Pay button.
• 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.
• When you’re ready, make your purchase and confirm the payment.
  • iPhone X or later or iPad with Face ID: Double-click the side button, then use Face ID or your device passcode.
  • iPhone 8 or earlier or iPad without Face ID: Use Touch ID or your device passcode. 
  • Apple Watch: Double-click the side button. 
• When your payment is successful, you’ll see Done and a tick on the screen.

With your Mac models with Touch ID

• Tap the Apple Pay button.
• Check your billing, shipping and contact information to make sure that they're correct. To pay with a different card instead of your default card, click next to your default card and select the card you want to use. 
• 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.
• When you're ready, make your purchase. Follow the prompts on the Touch Bar and place your finger on Touch ID. If Touch ID is off, tap the Apple Pay icon on the Touch Bar and follow the prompts on the screen. When your payment is successful, you'll see Done and a tick on the screen.

With other Mac models

• You need an iPhone or Apple Watch to confirm payments. Make sure that you're signed in with the same Apple ID on all your devices. 
• Make sure you've turned on Bluetooth on your Mac.
• Tap the Apple Pay button.
• Check your billing, shipping and contact information to make sure that they're correct. To pay with a different card instead of your default card, click next to your default card and select the card you want to use. You can choose credit and debit cards or Apple Cash from any iPhone or Apple Watch that 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.
• When you're ready, make your purchase and confirm the payment. 
  • iPhone X or later: Double-click the side button, then use Face ID or your device passcode.
  • iPhone 8 or earlier: Use Touch ID or your device passcode. 
  • Apple Watch: Double-click the side button. 
• When your payment is successful, you'll see Done and a tick on the screen.

Is there a transaction limit when using Apple Pay in store?

No, there is no transaction limit for Apple Pay transactions. Depending on the store and transaction amount, you might need to sign a receipt or enter your PIN.

How do I return an item purchased with Apple Pay in stores?

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 other may have to refund the plastic card.

You may need to provide the last four digits of the Device Account Number to the retailer. This can be found by opening the Wallet app and tapping the  symbol in the top right corner and then scrolling down to find Device Account Number.

Will I be able to view my Apple Pay transactions within the Wallet app?

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app. Eftpos transactions made using your Transaction Visa debit card with Apple Pay can currently only be viewed via Australian Unity internet banking or via the Australian Unity mobile app.

Will I be able to view my Apple Pay transactions in my bank statement?

Apply Pay transactions will appear as they normally do on an Australian Unity bank statement or credit card statement.

Is Apple Pay secure?

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 retailer.

Other features which help to keep your payments secure and safe include:

iPhone and iPad
All transactions require authentication using Face ID, Touch ID (if enabled), or by entering the device's passcode.

Apple Watch
Payments can only be authorised if the device passcode has been entered and skin contact with the device has not been lost. If the device has been removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the Near Field Communication (NFC) feature and Apple Pay the device passcode has to be entered again.

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

Can I get cash out with my Transaction Visa Debit card with Apple Pay?

You may be able to get cash out at selected merchants with your Transaction Visa Debit card by selecting 'eftpos CHQ' or 'eftpos SAV' in Apple Pay.

The Device Account Number can be found by opening the Wallet app, tap the card, then tap the  symbol in the top right corner and then scrolling down to find Device Account Number.

What should I do if my card is lost or stolen?

You should contact us straight away on 1300 790 740 so the lost or stolen card can be cancelled and no further purchases made. When the replacement card is issued we will automatically update Apple Pay with your new card details. You can continue to make purchases using Apple Pay before your new card arrives. You may be limited to transactions under $100 until your new PIN arrives.

Or alternatively you can manage your lost or stolen card via the Mobile Banking app by selecting ‘manage cards’ then swipe to the card lost or stolen and select card as either ‘lost or stolen’.

You should contact us on 1300 790 740 to request that your card be disabled for use with Apple Pay. You should also go to iCloud.com and remove your card from your Apple Watch. If you find your Apple Watch you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

You should contact us on 1300 790 740  to request that your card be disabled for use with Apple Pay. You should also go to iCloud.com and remove your card from your Apple Watch. If you find your Apple Watch you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

Get help if your device is lost or stolen: https://support.apple.com/en-au/HT201472

For a list of compatible Samsung devices, visit www.samsung.com/au/apps/samsungpay/

You can load the following Australian Unity cards to Samsung Pay:

• AU Visa debit card
• AU Visa credit card

You can also load your favourite loyalty cards to Samsung Pay. For more details visit www.samsung.com/au/apps/samsungpay/

How do I load a card to Samsung Pay?

1. From the Home screen, touch Apps.
2. Touch Samsung Pay.
3. Touch ADD or, if this is the first payment card being added, touch Add a credit card or debit card.
4. Align your card inside the frame to automatically detect the card number and expiration date.
   Note: Touch Enter card manually if your device cannot detect the card information.
5. Please verify the information captured by the camera.
6. Enter the remaining information and touch NEXT.
7. Review the terms and conditions, and then touch AGREE TO ALL.
8. If necessary, select a method to authenticate your identity using a one-time password (OTP) or by calling us at Australian Unity: 1300 790 740.
9. Enter the OTP and touch SUBMIT.
10. Enter your signature like you would sign on the back of your card and touch SAVE.
    Note: If you are unsatisfied with your signature, touch Retry to sign again.
11. Touch DONE to complete the process.
12. After your card is added to Samsung Pay, it will be verified by Visa and Australian Unity. On average, verification will take approximately 5 to 10 minutes. During that time, you will be unable to use your card in Samsung Pay.
    Note: You can continue to add cards while others are being verified.
13. After the card is verified, it can be used immediately to make a purchase.

How many payment cards can I register into Samsung Pay?

You can register up to 10 payment cards into Samsung Pay.

How many loyalty cards can I register into Samsung Pay?

You can add as many loyalty cards as you want; however, only a total of 12 cards (loyalty, debit and credit cards) can be displayed by Samsung Pay when using Simple Pay. You may select which debit, credit and loyalty cards you would like to access with Simple Pay by selecting More, Settings, Edit Simple Pay.

Where can I use Samsung Pay?

Near Field Communication (NFC) and Magnetic Secure Transaction (MST) support means that Samsung Pay is accepted virtually anywhere you can pay by tapping or swiping your credit card. MST technology means Samsung Pay can be used almost anywhere around the globe.

How do I make payment in stores with a compatible Samsung smartphone?

1. Initiate Samsung Pay by either swiping-up from the home button or opening the Samsung Pay app from the home screen.
2. Select your Australian Unity Visa debit or credit card by swiping left or right.
3. Verify your fingerprint and touch your phone to either the card reader or NFC reader to complete the transaction. Alternatively, enter your 4-digit Samsung Pay PIN if you have chosen not to use the fingerprint feature. If you have a Samsung Galaxy S8 or Galaxy S8+ smartphone you can authorise the payment using the Iris scanner.

Please note that you must wait until the verification is over before touching your phone to the reader or an error might occur.

How do I make payment in stores with a compatible Samsung Gear smartwatch?

1. After putting on your Gear smartwatch, you will be prompted to enter PIN once to authenticate the device. Samsung Pay on Gear needs to be authenticated each time the Gear smartwatch is put on and requires a periodic connection to a compatible smartphone with Samsung Pay and internet access.
2. Press and hold the Back button to launch Samsung Pay.
3. The last card used or latest card added will be shown. You can select the card you want to pay by swiping left or right, or by rotating the bezel to select card.
4. Tap on the Pay button to make payment.
5. Place the top crown of your Gear smartwatch near the NFC or MST area to pay.

Is there a transaction limit when using Samsung Pay?

Yes, the transaction limits that apply to Samsung Pay are the same as your Australian Unity Visa debit or credit card. For transactions over $100 you will be asked to enter your card PIN in to the retailer’s terminal.

How do I return an item purchased with Samsung Pay in stores?

All purchases made with Samsung Pay can be returned according to the store’s policies. If you return an item paid for with Samsung Pay, the store may require you to tap your phone onto either the card reader or the NFC reader to complete the return.

Is Samsung Pay secure?

Samsung Pay uses Tokenisation, a Secure Environment, and Samsung KNOX to secure your payment information. Additionally, you verify either using your fingerprint, Iris scanner (Galaxy S8 and Galaxy S8+ devices only) or a 4-digit PIN when making purchases.

For more details on Samsung Pay security features visit www.samsung.com/au/apps/samsungpay/

How is my default card determined in Samsung Pay?

There is not a default card in Samsung Pay. When you open the app or activate the Simple Pay feature by swiping up from the Home Key on supported screens, the first card displayed is either the last card you registered or the last card you viewed or used.

You should contact us straight away on the following number at Australian Unity: 1300 790 740;
so the lost or stolen card can be cancelled and no further purchases made. You should also delete the lost or stolen card from Samsung Pay.

1. Open Samsung Pay and select the card you want to delete.
2. Tap Delete card from the More menu.
3. Confirm deletion by verifying with your fingerprint.

If your device is lost or stolen, you can use Samsung’s Find My Mobile service to remotely Lock or Wipe your device (also Locking or Wiping Samsung Pay and all the payment cards registered in it).

If you just want to suspend your Australian Unity Visa debit or credit card temporarily, login to Samsung Find My Mobile service and suspend your card. Please note your physical Australian Unity Visa debit or credit card can continue to be used.

If you know your pin but just want to change it:

Mobile Banking App

1. Log in
2. Select ‘Cards’
3. Select ‘Change PIN’
4. Enter your new PIN
5. Confirm new PIN
6. Enter the SMS code sent to your mobile

Internet Banking

1. Log in
2. Click ‘Settings’
3. Select 'Card PIN Change'
4. Select the card
5. Enter New PIN
6. Confirm New PIN
7. Click 'Get SMS'
8. Enter your One Time Password
9. Click 'Submit'

If you’ve forgotten your PIN, you’ll have to log into internet banking to reset it.

Mobile Banking App

1. Log in
2. Select ‘Cards’
3. Toggle to 'Lock'
4. This will temporarily suspend the card you selected.

When you’ve found your card, just toggle back to unblock.

Keep in mind that direct debit, recurring and scheduled payments will still be processed when your card is blocked. All other transactions will be declined.

If you can’t find it you’ll need to contact us to cancel your card and order a replacement. Once you’ve spoken to us you should receive your new card in 3-5 business days.

If you’re overseas and require an emergency replacement card please call us on +1 303 967 1096 (24hrs)

If you have a Visa Credit Card, you can get a cash advance at any ATM by selecting Credit, and making the withdrawal.

Just remember that interest is charged immediately at 18.99% p.a. (+/- ATM operator fees).

You’ll get up to 45 interest free purchases with our Visa Credit card.

If you pay the full balance on your statement by the ‘due date’ each month, you won’t pay any interest. If you can’t, interest will be calculated from the day after the ‘due date’ on your statement.

When you apply for a card we’ll send you a pin. Once you log into the app, you can change it to whatever you like.

Mobile Banking App

1. Log in
2. Select ‘Cards’
3. Select ‘Change PIN’
4. Enter your new PIN
5. Confirm new PIN
6. Enter the SMS code sent to your mobile

If you’ve forgotten your PIN, you’ll have to log into internet banking to reset it.

Yes we do.

To set it up in the app.

1. Download our mobile banking app from the App Store or Google Play
2. Log in
3. Go to the card you want to use and select ‘Pay’ to activate it
4. Follow the instructions on your phone to activate payment

To set it up using wallet.

1. Launch the Wallet App
2. Tap on the + button (right corner of your screen)
3. Tap continue
4. Enter (or scan with the camera) your credit or debit card information
5. Enter the card’s expiry date and the security code
6. Tap ‘Agree’ to accept the terms and conditions
7. Tap ‘Agree’ again
8. Tap ‘Next’ after selecting your verification method
9. Tap ‘Enter Code’
10. Enter the verification code (you would have got it via email or text)
11. Tap ‘Next’
12. Tap ‘Done’.

Which ATMs can I use for free?

You can use CBA, Westpac, ANZ and NAB ATM’s for free.

Not all ATMs are this generous though, so check the screen (they’ll ask you to accept the fees if they’re going to charge you) before you finalise anything.

Just give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST. This is for security reasons. Once we’re sure it’s you we’ll change your limit or cancel your card straight away.

If you’d rather do it online, fill out our online ‘credit card change form’ and email it to bankingsupport@australianunity.com.au. We’ll review, verify the request and let you know in 3 business days.