Frequently Asked Questions

1. Log in to the Australian Unity mobile banking app
2. Select the card you want to block
3. Toggle to block (red)
4. When you’ve found your card, just toggle back to unblock (green).

Your new card is sent to you inactive. This protects your accounts and your money. When you receive it all you need to do is log into internet banking or set it up through our phone banking service, and complete a couple of steps – then you’re on your way.

Internet banking

1. Log in
2. Click ‘Settings’
3. Click ‘Activate cards’

Phone banking

1. Call 1300 790 740
2. Select option 6
3. Follow the prompts

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 ‘Menu’
3. Click ‘Overseas Notifications’
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 info 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purchases made in a foreign currency, this charge will be on the converted AUD amount.This is also charged on amounts withdrawn at overseas ATMs.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 info 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 ‘Pay & Transfer’
3. Select the payment type
4. Fill in the details and choose how often you want to pay
5. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Pay Someone’
3. Fill in the details and choose how often you want to pay
4. Click ‘Confirm’.

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

If you 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 info on the fees and charges, please check our ’Schedule of Fees, Charges and Transaction Limits’.

Log in to Internet Banking or the mobile banking app and select the account. The number will be at the top.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Click ‘Contact Details’.

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

Redraw

Draw on your own surplus or advance funds. Find out how here.

Top Ups

Talk with our loan specialists about borrowing more. People usually do this for things like renovations or large purchases (like a car).

You can do this for free via the app or Internet Banking. Just move funds from your loan to your transaction account.

If you’d prefer us to help with your redraw, just call us. Just keep in mind that we charge $50 per redraw over the phone.

Either way, you’ll have access to the funds immediately.

You can make additional repayments whenever you like by transferring into the loan account through Internet Banking or through the mobile banking app.

If you want to change your repayments to interest only or principal and interest, or the frequency from weekly to monthly, you’ll need to speak with. Make sure you have your customer number handy.

If you want to change your interest rate type, we’re here to help. Visit our interest rates to see what may apply to you, and then give us a call. We’re available on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST.

Changing from Variable to Fixed:
This is pretty easy. Give us a call to go through the options which are applicable to your loan type and product. Once you’ve decided we prepare a simple variation document for you to sign. This will give you all the information about the change for you to read over before signing. Once signed and returned the change will be made within 3 business days.

Changing from Fixed to Variable:
This may require you to break from your fixed rate first, and may have a fee or charge to do so. Give us a call to go through the options which are applicable to your loan type and product. Here we can quote the break costs to you. Once you’ve decided we prepare a simple variation document for you to sign. This will give you all the information about the change for you to read over before signing. Once signed and returned the change will be made within 3 business days.

There is a fee to change interest rate types, which is $249. Please note if you have a home loan package this fee does not apply.

We know that life doesn’t always go to plan. If your income gets reduced (for whatever reason), we’re here to help. Talk to us and we’ll see if you can pause your repayments.

To understand what’s changing for you and to work out a plan that could help, we need to speak to you. We’re available on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST

It’s easy. Just transfer funds directly to your loan account in the app or via Internet Banking.

If you have a fixed rate loan, you can only make additional payments up to a maximum of $10,000 per year. Any more than that and you’ll need to pay a break fee.

There are no limits for variable rate loans.

Here’s how to do it:

Internet Banking

1. Log in
2. Click ‘Pay & Transfer’
3. Select the account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Transfer’
3. Select the account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Your options will depend on the kind of loan you have.

Variable rate
You can pay off a variable rate home loan any time you like, with a small exit fee of $375.

Fixed rate
You can pay extra during the fixed rate period (up to $10,000 per year).

Once your loan reverts to a variable rate there’s no limit, so you can pay it off any time you like, with a small exit fee of $375.

You can still pay down a fixed loan beyond $10,000 a year if you’d like, but you’ll need to break your loan contract (which will mean extra fees).

Thinking about paying off your loan early?
Give us a call and get and we’ll let you know what it might cost.

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

Through Internet Banking or the app (for free)

Just move money from your loan account to your transaction account.

If you’d prefer us to help with your redraw, just call us on 1300 790 740. Keep in mind that we charge $50 per redraw over the phone.

Here’s how to do it free of charge:

Internet Banking

1. Log in
2. Click ‘Pay & Transfer’
3. Select the home loan you’d like to redraw from
4. Select the account you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Transfer’
3. Select the AU account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

You can split any home loan (except Kickstarter), anyway you like. Usually customers may split 50% variable and 50% fixed, remember the choice is yours and needs to suit your needs. Keep in mind you can split a loan up to 4 different ways.

Split loans are part fixed and part variable. They’ll give you the best of both worlds and there's no limit to the way you split the loan (50/50 or 20/80 etc).

This service usually costs $249, but if you have a package home loan it won’t cost you a thing. Just give us a call (with your customer number handy) and we’ll get it sorted as soon as possible.

A variable interest rate will rise and fall with the market over time, so your payments may vary from month to month or year to year. While this might make budgeting harder, you’ll have the flexibility to repay your loan faster (or switch to a different one).

A fixed interest rate stays the same for the chosen term (we offer 1, 3, or 5 year fixed rate terms), so you’ll always know exactly how much you’ll pay each month. While this adds extra security, you won’t have the option to switch to a better rate – and you’ll be limited when it comes extra payments, redraws and break fees.

Did you know you can have the best of both by splitting your loans with part fixed and part variable. They’ll give you the best of both and there's no limit to the way you split the loan (50/50 or 20/80 etc).

Whatever loan you decide on, make sure it has the features, flexibility and fees you need.

See all of our home loan rates here

Do your homework
It’s always worth looking beyond a great rate to the whole package. You might need extra flexibility - like the ability to pause your repayments for example - so we’d recommend speaking to us before you make any decisions.

Make sure you have these handy when you apply for a loan:

• PAYG applicants –two recent payslips(not older than 30 days)
• Three months of bank statements
• Evidence of any rental income, current or proposed
• Six months of statements for your current home loan, if applicable
• Three months of statements for any debts you are consolidating i.e. credit card statements
• A copy of your current Rates Notice
• The Application for new purchase or refinances needs to be completed.

Our borrowing power calculator will help you understand how much you’ll be able to borrow. For a rough idea, start by working out your borrowing power and how much (if any) equity you have in an existing property. Remember that you won’t be able to borrow more than 90% of the value of your house, and borrowing more than 80% will lead to extra costs (like Lender’s Mortgage Insurance).

It’s worth having a quick chat with us. We’ll be able to tell you how much you can borrow, help you structure your loan correctly, and make sure you’re getting the best value.

Give us a call on 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST.

Our borrowing power calculator is a good place to start.

But we’d also suggest calling 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST

Transactions using Visa can take up to 7 business days to clear, however the amount will be taken from your available funds straight away. This is reflected in your available balance displayed through Internet Banking and through the mobile banking app.

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 info 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.

It’ll only take a few minutes. We’ll need to make sure you’re really you, and get you registered. Once that’s done you’ll be ready to go.

Just give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

We can even call you back if you’d like. Just fill out the online form on our Contact Us page.

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 handy, a valid mobile number on your account, and an activated SMS One Time Password for all account holders/ signatories.)

If you enter the wrong account number or BSB number the payment will be made to the wrong 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 ‘Pay and Transfer’
3. Click ‘Transfer funds’
4. Enter the details
5. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Pay Someone’
3. Choose your ‘Pay to’ - Account/Phone/Email/Business - (or choose from the existing Payee list)
4. Enter the details
5. Click ‘Pay Now’
6. Click ‘Confirm’.

Internet Banking

1. Log in
2. Click ‘Pay and Transfer’
3. Choose ‘BPAY’
4. Fill out the details

Mobile banking app

1. Log in
2. Click ‘BPAY’
3. Add BPAY biller
4. Enter the Biller code and Reference number
5. Click ‘Pay’.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Click ‘Manage account’.

If you’ve forgotten your Internet Banking password please visit our page.

You can withdraw cash from your account at any ANZ, Westpac, NAB or CBA ATM free of charge. Please note some third party ATMs may charge you a fee, these will display on screen before your withdrawal is actioned. Giving you the opportunity to avoid this third party fee., and from an Australia Post Bank@Post outlet (fees may apply, and a card is required).

This can happen to anyone, and we’ll do everything we can to help you out.

If you think you’ve been a victim of banking or card fraud, call us immediately on 1300 790 740 we’re Monday to Friday – 8.30am to 5.30pm AEST.

If you need help outside of business hours please call the Visa Hotline on 1800 450 346, 24 hours a day, 7 days a week.

If you need help while you’re overseas please call our Cardholder Support Hotline (Australia) on +1 303 967 1090, 24 hours a day, 7 days a week.

The first thing we’ll do is secure your banking facilities.

(And remember, you can block or report a lost/stolen card through the mobile banking app any time.)

See a transaction you don’t recognise?

Do a quick search online. It’s a quick way of identifying whether a business or service actually exists. If you’re still unsure, give us a call.

What next?

Once we’ve secured your banking facilities, we’ll issue you a new card (if you need one) and start investigating your claim.

If we find any unauthorised activity, you’ll be reimbursed in full (provided you’ve complied with the card terms & conditions and haven’t contributed to the loss).

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.

It’s easy. Just click one of the links here, and hit download.

When you install the Australian Unity Mobile Banking App on your Android phone, you’re shown a message requesting permission as follows: ‘Allow Australian Unity Banking to make and manage phone calls?’ Please note, the wording of this request for permission has been created by Google Play and there is currently no way for Australian Unity to alter it. To help you better understand our request, please see our explanation below:

What you will see on your phone.

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

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.

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 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

• Go to Australian Unity Bank app (please ensure you follow these steps after 48hour of your card activation)
• Tap on Menu in top left
• Open “Manage Cards”
• Swipe to the new card
• 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.

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 the Australian Unity mobile app.

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

Transactions will appear as they normally do on a bank 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 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 NFC feature and Apple Pay the device passcode has to be entered again.

Please note: you should never share your device 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.

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 to 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

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’.

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 and remove all cards from Apple Pay remotely. If you do not have the app you should contact us on 1300 790 740  to request that your card be disable for use with Apple Pay.

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

You should contact us on 1300 790 740  to request that your card be disable for use with Apple Pay. You should also go to iCloud.com and remove your card from 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 link: https://support.apple.com/en-au/HT201472

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 on 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 everywhere 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 authorize 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 transaction 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 Tokenization, 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:
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 Big Sky/Australian Unity Visa debit or credit card temporarily, login to Samsung Find My Mobile service and suspend your card. Please note your physical Big Sky/Australian Unity Visa debit or credit card can continue to be used.

Your closing balance is how much you owe on your account at the end of each calendar month.

To void late fees, you’ll need to make a minimum payment of 3% of what you owe. This is payable between the 1st and 16th of every month.

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 old PIN and then the new PIN (twice).

You’re ready to go.

(If you’ve forgotten your PIN you’ll have to log into online banking, not the app.)

Mobile banking app

1. Log in
2. Select ‘Cards’
3. Select ‘Block card’

This will temporarily suspend the card you selected.

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 old PIN and the new PIN (twice).

You’re ready to go.

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, WBC, 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.

We don’t have any branches. By keeping everything digital, we’re able to keep costs down for you.

You can get in touch using our digital and phone support if you need to talk.

We also offer a number of banking services through Australia Post Bank@Post outlets such as cash and cheque deposits, cash withdrawals and more.

Find your nearest Australia Post Bank@Post outlet.

If you have a home loan with us you qualify for up to 10% off your health insurance*.

If you have a package home loan you may also qualify for our Home and Health bundle** which gives you an annual rebate of $500 into your Australian Unity offset account, which can go towards paying your health insurance.

*10% discount includes all other retail discounts and is only available when paying by direct debit. This discount is for new customers only and is not available through brokers or comparators. Not to be used in conjunction with any other offer or discount. Excludes Overseas Visitors Cover.

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

Our people can do just about anything, so give us a call if you need help with:

1. General enquiries
2. Internet Banking
3. Payment enquiries
4. International Telegraphic transfers
5. Applying for a home loan, personal loan, term deposit, credit card

If you apply online we verify you digitally.

The most helpful documents are:

1. Australian Drivers Licence
2. Australian Passport
3. Medicare card

If you plan to send certified copies of your updated ID details, your documents will need to confirm your full name, date of birth and/or current residential address.

Here’s the full list.

Our call centre is based right here in Australia – Melbourne to be exact.

How do I dispute a transaction?

Found a transaction that doesn’t feel quite right? Let us know the date, amount and who received it.

Call us on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST. We’ll look into it straight away.

If it’s outside of business hours just leave us a message, email us at bankingsupport@australianunity.com.au, or fill out the contact form on the ‘Contact Us’ page. If we find any unauthorised activity, you’ll be reimbursed in full (provided you’ve complied with the card terms & conditions and haven’t contributed to the loss).