FAQ: What do I need to know as an employee using the Employment Hero app?

Question

What do I need to know as an employee using the Employment Hero app?

Answer

There is a range of resources you can use to understand how to get the best from the Employment Hero app features. The Hero Wallet is an expanding feature and we answer your FAQs below including important issues regarding Apple Pay, Google Pay, InstaPay and the Discounts Store.

Hero Wallet

Apple Pay

Google Pay

InstaPay

Discounts store

Hero Wallet

   What financial products do you offer?   

Currently, we offer customers a Hero Wallet digital transaction account that represents your available balance, but is not a bank account. We also offer a Visa debit card that’s linked to your Hero Wallet digital transaction account.

  Who can open a Hero Wallet account?    

An Australian resident who is 16 years or over. A resident is considered someone who can stay in Australia as a citizen, permanent resident or a valid visa holder (this visa needs to be valid for a minimum of three months and allow paid work in Australia). You will need an Australian passport or drivers licence to open an account.

  How can I contact the Hero Wallet help team?   

You can contact the Hero Wallet Help team via the Employment Hero app:

  • Go to the Personal section of the app.
  • Go to the Support tab.
  • Tap the Help button.
  • Tap the Contact Us button.

You can also contact us through email at herowallethelp@employmenthero.com. Our operating hours are 8:30am – 5:30pm AEST from Monday to Friday.

  What mobile devices are supported?   

Currently any Apple device with iOS 10.0 or newer, or an Android device with version 6.0 Marshmallow or newer.

  Are there any Hero Wallet fees?   

Your Hero Wallet account is fee-less for everything except overseas ATM withdrawals above $500 per month. Where you withdraw more than $500 in a month, a fee of 1.5% of the withdrawal amount in excess of the $500 applies. ATM operator fees may apply. On the rare occasion where there is an issue with a payment which we need to dispute, we may pass on a processing fee. There is an InstaPay fee of $4 per withdrawal of your pay into your bank account from the 17th October 2022.

  How safe is my money?  

The Hero Wallet Card and Account are issued by Hay Limited ABN 34 629 037 403 (Hay). Hay has an Australian financial services licence (no. 515459) and adheres to strict standards set by regulators, the Australian Securities and Investments Commission (ASIC) and Australian Financial Complaints Authority (AFCA). We safeguard all customer funds with National Australia Bank Limited and Cuscal Limited for Direct Entry, NPP and BPAY settlement. Heritage Bank Limited holds customer funds for Visa International Settlement purposes. It is important for you to know that Employment Hero is not a bank and your Hero Wallet is not protected under the financial claims scheme.

  Can I use my Hero Wallet Visa debit card overseas?   

You can use your Hero Wallet Visa debit card all around the world where Visa card payments are accepted. Fees may apply.

  Why can I only verify my ID with an Australian drivers licence or Australian passport?  

As Hero Wallet is a new product, we only accept Australian drivers licences and Australian passports. We will change as we further develop the product and we look forward to adding further identification types in the future.

  Does my Employment Hero app work on wearable devices?  

At this time, the Employment Hero app is only available on smartphones; however, instant push notifications and payments can be accessed through Apple Pay and Google Pay on compatible wearable devices.

  What happens when I use my Hero Wallet card with an overseas merchant?   

When you make purchases with your Hero Wallet card online or in-store with overseas merchants, your account will be debited in AUD as it is an AUD-only account. At the point of sale, Employment Hero will convert the AUD to its equivalent currency. The benefits of using your debit card for overseas purchases are:

  • We do not charge an international transaction processing fee, but please note some merchants may charge a fee.
  • Employment Hero passes on the exchange rates it receives from Visa and does not add a margin like many of our competitors, so you get a better exchange rate.

We will shortly be giving you the viability of these rates within our app, but in the meantime, you can check them at visa.com.au.

  How do I activate my card?  

To activate your card, please follow the steps below:

  1. Go to the Wallet tab in the Personal section of the app
  2. Go to Debit card section.
  3. Tap the Activate Card button.
  4. Confirm that you have received your card via mail

  How do I add funds to my card?  

To top up your account, please follow the steps below:

  1. Go to the Wallet tab in the Personal section of the app
  2. Tap the account details that appear below your account balance.
  3. Share or copy your account details.
  4. Transfer funds from another bank account.

Employment Hero supports instant payments, so if this is available through your other bank, the top-up will be instant. Please note some banks may not allow you to paste in your account details; in this case, you may need to enter your account details manually.

  Can I use my Hero Wallet Visa card with Apple Pay or Google Pay?  

Yes, you sure can!  Say hello to Apple Pay and Google Pay. Add your Hero Wallet Visa debit card to Apple Pay or Google Pay in your Employment Hero app or on your device in your digital wallet section:

  1. Go to the Wallet tab in the Personal section of the app.
  2. Go to Debit Card section.
  3. Tap the Add card to Apple/Google Wallet button.
  4. Follow the prompts to add Hero Wallet Visa debit card to your digital wallet

If you experience any issues, you can contact support via the app.

  When will my Hero Wallet Visa debit card arrive?   

We aim to get your Hero Wallet Visa debit card delivered to your postal address via Australia Post within 7-10 business days; however, due to the current climate with COVID-19, delivery times might be impacted. If your card does not arrive within this time frame, please contact the Hero Wallet Help team via the app.

  Why hasn't a transfer from another bank not appeared immediately?  

Many financial institutions support NPP/OSKO payments, but speed is not always guaranteed as they rely on processing technology. Some banks choose to hold or downgrade NPP payments or send them via the slower Direct Entry payment channel. Because of their own internal rules they may have in place due to fraud and anti-money laundering monitoring, or sending to a new account. If your funds did not arrive instantly, please wait for at least 24h. When the transfer is generated over the weekend, please wait until the end of the next business day for the funds to reach your account.

  Why was my payment to another bank not instant?  

When you send payments from your Hero Wallet transaction account to another bank, we’ll always attempt to send the funds via instant payment route/NPP. If the receiving financial institution or the bank account does not support receipt of instant/NPP payments, we’ll send funds via the Direct Entry payment channel which is slower.

Additionally, sometimes other financial institutions choose to hold received NPP payments due to their own internal rules related to fraud or anti-money laundering monitoring. Which means we don’t have oversight of the dates or times for when the payments will arrive.

  What is Pay Split and how do I use it?  

Pay Split lets you choose how and where you would like to split your salary. Get paid into your Hero Wallet account or split your pay into multiple bank accounts. To split your salary just;

  1. Go to the Personal tab.
  2. Tap the Wallet button.
  3. Tap the Pay Split button.
  4. Tap the Let’s Split button.
  5. Select how much you would like to deposit into your new Hero Wallet.

Please make sure you update any direct debits or associated recurring payments. You can also add a new bank account in Employment Hero via the web under Profile > Banking details.

  How do I add another bank account to my Employment Hero profile to Pay Split my salary into multiple accounts?  

You can have your pay go into one bank account or multiple accounts. Currently, you cannot add another bank account to your Employment Hero profile via the Employment Hero app, so you will need to login to the Employment Hero website to add another bank account. Refer to the following article for details on how to add your bank account details.

  What are the limits on my Hero Wallet account?  

The Hero Wallet Account and Hero Wallet Debit Card have limits for each of the payment types. These are outlined below.

Feature. Description Limit.
Max Account Balance

Maximum balance that can you can hold in an account. $50,000 – At any time
Bank Transfer In

All channels that allow funds to be transferred to the user account (DE, NPP/Osko, Visa Direct). $25,000 in 24-hour period
Bank Transfer Out

All channels that allow funds to be transferred out of an account to another bank account (DE, NPP/Osko). $5,000 in 24-hour period
Max all EH card transactions daily Visa Out (incl. (Apple/ Google Pay)
Total amount of payments that can be made using a card (all channels – present, not present, wallets). $10,000 daily (in line with Visa processing cut-off times)
Outgoing Direct Debits – OFI initiated.
Total amount of funds that you can withdraw from an account by Direct Debit. This is for cash going out of the account only. $2,000 in 24-hour period
ATM Withdrawal
ATM cash withdrawal usage of card.
  • Domestic: $500 daily (in line with Visa processing cut-off times).
  • International: $500 per month fee-free.

  Where do I send my Hero Wallet comments/suggestions?  

You can report bugs, issues, and suggestions directly through the app. To report a bug go to the Support centre and tap the Report a Bug button. To make a comment or suggestion, go to the support centre and tap the Contact Us button and then tap the Wallet Enquiry button.

  How do I make a complaint about the Hero Wallet?  

If you have a complaint or dispute about the Hero Wallet or the financial services provided to you, please follow the below procedure:

Step 1

Contact Employment Hero in the first instance via the Employment Hero app:

  • Go to the Personal section of the app
  • Tap the Support tab.
  • Tap the Help button.
  • Tap the Contact Us button.
  • Tap the Complaints button.

You can also email herowalletcomplaints@employmenthero.com Please provide a full explanation of your complaint. The Employment Hero (EH) team may ask for further details from you about the complaint. The EH team will seek to resolve the complaint immediately, or by no later than 5 business days after receiving your complaint directly or from Employment Hero.

Step 2

If you are not happy with the outcome, you may ask for a Hay’s customer advocate to review your complaint and Hay’s proposed resolutions. The customer advocate may contact you for more information. The customer advocate will contact you with their decision.

  • Phone: 1800 080 081
  • Email: complaints@hellohay.co
  • Mail: Hay, P.O. Box 772, Surry Hills, NSW 2010

Step 3

If you are still not satisfied with the decision or Employment Hero or Hay do not respond to you within 30 days after you make the initial complaint to Hay, you can contact Hay’s external dispute resolution provider, Australian Financial Complaints Authority (AFCA).

AFCA’s details are:

  • Website: afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO, Box 3, Melbourne VIC 3001

Apple Pay

  How do I add my Hero Wallet Visa debit card to Apple Pay on my iPhone?  

To add your card to Apple Pay.

  1. Sign into the Employment Hero app.
  2. Tap the Wallet button.
  3. Tap the Hero Wallet Card button.
  4. Tap the Add to Apple Wallet button.

Alternatively, you can add a card in the Wallet on your iPhone.

  1. On your iPhone in the Wallet app, tap the Add button.
  2. Tap the Debit or Credit Card buttons to add a new card.
  3. Tap the Continue button.
  4. Follow the steps on the screen to add a new card.
  5. Verify your information with your bank or card issuer. They might ask you to provide more information or to download an app before approving your card for use with Apple Pay.
  6. If you have a paired Apple Watch, you have the option to also add the card to your watch.

  How do I add my Hero Wallet Visa debit card to my Apple Watch for Apple Pay?  

  1. On your paired iPhone, open the Apple Watch app.
  2. In the My Watch tab, tap the Wallet and Apple Pay button.
  3. Tap the Add Card button.
  4. Tap the Debit or Credit Card button to add a new card.
  5. Tap the Previous Card button to add a card that you used previously.
  6. Tap the Continue button.
  7. Follow the steps on the screen to add your card.
  8. If necessary, verify your information with the bank or card issuer. They might ask you to provide more information or to download an app before approving your card for use with Apple Pay.

  How do I add my Hero Wallet Visa debit card for Apple Pay on my Mac or iPad?  

  1. Open Wallet settings on your device.
  2. On your Mac model with Touch ID, go to System Preferences > Wallet and Apple Pay.
  3. On your iPad, go to Settings > Wallet and Apple Pay.
  4. Tap Add Card.
  5. Follow the steps on the screen to add a card.
  6. Verify your information with your bank or card issuer. They might ask you to provide information.

On Mac models without built-in Touch ID, you can complete your purchase using Apple Pay on your compatible iPhone or Apple Watch: On your iPhone, go to Settings > Wallet & Apple Pay and turn on Allow Payments on Mac.

Google Pay

  How do I add my Hero wallet Visa debit card to Google Play?  

On your mobile device

  1. Open the Google Wallet app .
  2. At the bottom, tap the Add to Wallet button.
  3. Tap the Payment Card button. Any cards you saved to your Google Account are shown.
  4. Tap the New Credit or Debit Card button. 
  5. At the bottom, tap the Save button.
  6. Read the Issuer Terms and tap the Accept button.
  7. If you are asked to verify your payment method, choose an option from the list.

After this step, you should get a message that your card was added and is ready to make contactless payments in stores, online, or in apps where Google Pay is accepted. After you add a card, you might find a small transaction on your account from Google Wallet. This transaction checks that your card and account are valid. This transaction will soon disappear and does not affect your balance.

InstaPay

  What is InstaPay?  

InstaPay allows you to access your money as you earn it and make your money work for you and your needs. No more waiting for payday. InstaPay is available to employees of an organisation that uses the Employment Hero Payroll platform, and can be accessed by employees via the Employment Hero app only. Any wages withdrawn in advance of pay day via InstaPay will then be deducted from your next pay. InstaPay is not a credit product and does not incur interest or late fees. There is just one small fee of $4 per InstaPay transaction from the 17th October 2022. Make sure you have enough money for your financial obligations. Employment Hero is not liable for any loss or potential or actual financial hardship suffered as a result of accessing your pay early.

  How do I use Instapay?  

To use InstaPay just;

  1. Go to the Personal tab.
  2. Tap the Income tap
  3. Tap InstaPay tile
  4. View the available balance you have ready and waiting for you
  5. Tap the Get InstaPay button.
  6. Select and enter how much of your wage you want to have on-hand.
  7. Agree to the fee, do not worry, there is no interest.
  8. Give the green light to put your wages in your wallet.

  What pay is eligible for InstaPay?  

50% of your unpaid net pay owed is eligible for InstaPay, with a weekly withdrawal limit of $250. The minimum withdrawal amount per transaction is $100. InstaPay will show as a payslip deduction on your next payslip.

  Why can I not access InstaPay?  

If InstaPay is currently unavailable, this could be for the following reasons:

  • You are about to leave your current position.
  • You have currently taken leave this pay period.
  • You have not worked for three consecutive pay periods.
  • The organisation you belong to, does not have it enabled.
  • Your organisation is not using EH payroll.
  • You have not accrued any income during your current pay cycle.

  What are the Instapay fees?  

The InstaPay withdrawal fee is $4 per transaction (from 17 October 2022).

  Is InstaPay payday lending  

No, you get early access to your own earned wages without the need to use credit cards, BNPL, or loans. There is no interest or late fees for using InstaPay. There is just one small fee of $4 per transaction to use InstaPay.

  Can an employee who is leaving access InstaPay?  

If an employee has a termination date entered into the Employment Hero payroll system, InstaPay will be disabled.

  Does my employer need to do any admin for InstaPay?  

Payroll managers do not need to do any admin. Any InstaPay withdrawals are automatically deducted by Employment Hero from the next pay cycle.

  Can I take out all of my upcoming pay with InstaPay?  

No. 50% of your unpaid net pay owed is eligible for InstaPay, with a weekly withdrawal limit of $250. For permanent employees, your InstaPay balance is based on accrued entitlements from hours already worked. For casuals, InstaPay is only available for hours worked and approved by your employer.

  Can users of InstaPay get into financial hardship?  

No. You can only access money that you have earned and there is a limit of $250 per week for InstaPay withdrawals. Users of InstaPay are responsible for managing and budgeting their money, and should note that any wages withdrawn in advance of pay day via InstaPay will then be deducted at the time of your next pay, resulting in a reduced pay packet.

  What can you use InstaPay for?  

InstaPay allows you to access your money as you earn it and make your money work for you. You can use  InstaPay withdrawals for:

  • Managing bills.
  • Emergency spending.
  • Investing.
  • Improving budgeting.
  • Unplanned expenses.
  • Avoiding credit products and associated interest.

  How are InstaPay funds deducted?  

InstaPay payments in a pay period deducts from your bank account in that pay period’s pay run. You will see the transaction reflected on your pay slip as a deduction, with a reference number that corresponds to the InstaPay order number in your InstaPay history.

  How are InstaPay available funds calculated?  

InstaPay ‘Available funds’ is an estimated total amount of money eligible for withdrawal, based on the amount of time you have worked, but have not yet been paid for in the current pay period. For salaried employees, InstaPay calculates as a proportion of your salary for the total number of days worked in the pay period.

  When will I receive the InstaPay amount I have requested?  

Payment Time Estimate Big Four Bank Non Big 4 Banks
Banking hours: 9am-5pm Monday-Friday 3-6 hours 4-6 hours
Non-banking hours: Anytime after 5pm and weekends Next business day Next business day

  Where do I get help regarding InstaPay?  

Submit a request via the Employment Hero Helpdesk. Get in touch with us here.

Discounts Store

  Can I pay with InstaPay in the Discounts store?  

You will be able to pay with InstaPay in the mobile app soon. It is available in the Employment Hero web portal now.

  Can I pay with Hero Dollars in the Discounts store?  

You will be able to pay with Hero Dollars in the mobile app soon. It is available in the Employment Hero web portal now.

  Why is there a surcharge for using a credit card or debit Visa or Mastercard in the Discounts store?  

We are all about saving you money, but sometimes fees are inevitable. We are working to get the card surcharge as low as possible. The card fee is currently 0.99%. There is no surcharge when you pay with InstaPay or Hero Dollars.

  Why does my Discounts store transaction show as pending?  

It can take time for all of our systems to talk to one another. Once we have processed your payment, we will send you an update via email with a link to your purchase.

  Why am I charged a $1 holding fee in the Discounts store?  

If it is your first time shopping with us, we need to check that your card really exists. We put a temporary hold on $1 to complete this. We normally release the hold in a day or two.

  Can I get a refund on my gift card purchased in the Discounts store if I have changed my mind?  

We do not offer refunds on gift cards. Please choose carefully.

  I cannot find my gift card or receipt from the Discounts store?  

You can view your purchase history for gift cards in the app:

  1. Tap the Personal tab.
  2. Tap the Benefits tab.
  3. Tap the Discounts tile
  4. Tap the gift card icon in the top right.

For purchases that are not gift cards, check the Employment Hero web portal under Benefits. We will be making more products visible over time.

  How are my gift cards purchased in the Discounts store delivered?  

All gift cards in the Discounts store are digital and delivered electronically. Once we process the payment successfully, we will email you with a link to retrieve your gift card or check in the gift cards section of the app.

  Where do I get help regarding the Discounts store?  

Submit a request via the Employment Hero Helpdesk. Get in touch with us here.

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