Hero Wallet App, Benefits and Features | Money | FAQ

Overview and Eligibility

What is the Hero Wallet?

Hero Wallet is a product within the Employment Hero app. Its purpose is to enable employees to manage their work, wallet and benefits all in one place. Hero Wallet is offered to you at no additional cost and allows you to control how and when you get paid and access exclusive benefits and offers. Costs may be associated with the use of the Hero Wallet Visa debit card, InstaPay and the Discounts store and this is covered below.

We offer customers a digital transaction account that represents your balance, but is not a bank account. We also offer a Visa debit card that is linked to your Hero Wallet digital transaction account. You can also add your card to your mobile wallet - Google Pay or Apple Pay.

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 or permanent resident.

Important

You will need an Australian passport or Australian driver's licence to open an account.

What are the benefits of using Hero Wallet?
  • Access your pay before payday with InstaPay.
  • Pay a lower fee of $3 to use InstaPay if you have a Hero Wallet.
  • Save up to 5% by unlocking discounted gift cards in the Employment Hero Discounts store and access exclusive cashback offers with Employment Hero Benefits.
  • Divert payday funds straight into your Hero Wallet directly from payroll with Pay Split.
What is the Pay Split feature and how do I use it?
There are a range of resources you can use to understand how to get the best from the Employment Hero Pay Split feature. The Hero Wallet is an expanding feature and we answer your FAQs below including important issues regarding how to use this feature.

Before choosing to stream your salary, check with your payroll administrators to find out if they have a cut off date for any salary payment changes.
How can I contact the Hero Wallet help team?
You can contact the Hero Wallet Help team via the Employment Hero app:
  1. In the Employment Hero app, tap the Wallet icon.
  2. Go to the Support tab.
  3. Tap the Help button.
  4. Tap the Contact Us button.
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 has linked to your Hero Wallet digital transaction account.

 

 

Where is my Hero Wallet card accepted?
Your Hero Wallet card is a Visa debit card, so is accepted anywhere worldwide that Visa is accepted.

Opening a Hero Wallet Account

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.

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.
Why do I not qualify for a Hero Wallet account?
If you have been advised that you don’t qualify for a Hero Wallet, there are a few reasons why this may occur.

You’re not an Australian citizen or resident

At this stage, only an Australian citizen or permanent resident can create a Hero Wallet. An Australian resident is considered as someone who can stay in Australia as a citizen or permanent resident.

You’re not 16 or over

Hero Wallet applicants need to be 16 years or older to be eligible for a Hero Wallet.

Your address or passport details don’t match

You need to input your full name (including initial if displayed on your identity document), address, date of birth and passport number exactly as it appears on the document, as this is important for the verification process. If not input exactly, then your Hero Wallet application will be rejected.

Be mindful of abbreviations (e.g. St. instead of street, Rd instead of road) as this is a common cause of our internal verification systems being unable to match your data, which will cause your application to fail.

If your ID has a middle name, ensure you write your middle name/s exactly as it appears on your ID. This might be just the middle initial, or all of your middle names. If this doesn't match your ID exactly, then our verification system will not be able to identify you, and your application will fail.

This process is also case-sensitive, so be sure to match the case exactly as appears on your ID.
Can I use a PO box as an address?
No. Your address will need to match what is on your identity documents to be eligible for a Hero Wallet account. If you have a mailing address that you wish to add to your account, you will be able to do this later in the application process.
Why are my personal and identity details being checked?
Employment Hero takes security very seriously, and our identity checks act as a safeguard against fraud. The identity and personal information that you provide to us is protected under the Privacy Act 1988.
How do I activate my Hero Wallet Visa debit card?
To activate your card, please follow the steps below:
  1. In the Employment Hero app, tap Wallet.
  2. Tap Card.
  3. Tap the Activate Card button.
  4. Confirm that you have received your card via mail
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.
How do I add funds to my card?
To top up your account, please follow the steps below:
  1. In the Employment Hero app, tap Money.
  2. Underneath your Hero Wallet balance, you will see your BSB number and account number.
  3. Tap on the Share icon to share the BSB and account number to another device.
  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.

Managing your Hero Wallet Account

How do I send money from Hero Wallet?
To send money to another bank account from Hero Wallet, follow the steps below:
  1. In Hero Wallet, tap Pay.
  2. Add the Account name, BSB and Account number, then tap Next.
  3. Add the Amount you want to send, the Description and the Reference, then Tap Next.
  4. Ensure that the details are correct, then tap Confirm.
  5. Payment sent will display to confirm that the payment was successful. Tap Done to return to Hero Wallet.
I have accidentally sent funds to the wrong person. What can I do?
To rectify this, contact the Hero Wallet Help team via the Employment Hero app:
  1. In the Employment Hero app, tap Money.
  2. Go to the Support tab.
  3. Tap the Help button.
  4. Tap the Contact Us button.
Why can I not send funds or make any transactions?
To rectify this, contact the Hero Wallet Help team via the Employment Hero app:
  1. In the Employment Hero app, tap Money.
  2. Go to the Support tab.
  3. Tap the Help button.
  4. Tap the Contact Us button.
How do I add another bank account to my Employment Hero profile to Pay Stream 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 this article for details on how to add your bank account details.
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:
  • Tap Money icon in the Employment Hero app.
  • Tap Card.
  • Tap the Add card to Apple/Google Wallet button.
  • 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.
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.
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 do 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.
What happens if my card gets damaged, lost or is stolen?
If your card is damaged, lost or stolen you can cancel your current card by completing the following:
  1. In your Employment Hero app, tap Money icon.
  2. Tap on Cards.
  3. Click on Damaged, lost or stolen card.
  4. Log in or enter your passcode.
  5. Click on Cancel and order a new card.
  6. Confirm the delivery address where you want the new card to be delivered.
How do I reset my card PIN?
  1. In your Employment Hero app, tap the Money icon.
  2. Tap on Cards.
  3. Click on Damaged, lost or stolen card.
  4. Log in or enter your passcode.
  5. Click on Reset card PIN.
  6. Log in or enter your passcode.
  7. Enter your new PIN.
  8. Re-enter your new PIN to confirm.
What if I decide I no longer want to stream my salary?
If you decide that you no longer want to stream your salary, simply head to your EH profile accessed via the EH website.
  1. Login to your Employment Hero app.
  2. Navigate to Profile.
  3. Tap on Banking details and click on the red cross to remove any Pay Split you have set up.
  4. Tap on Update.
Why was my payment to another bank not instant?
When you send payments from your Hero Wallet transaction account to another bank, we will 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 will 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 do not have oversight of the dates or times for when the payments will arrive.
What are the limits on my Hero Wallet account?
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.
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.
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.
What if I want to close my Hero Wallet account?
Submit a request via the Employment Hero Helpdesk. Get in touch with us here.

Important Product Information

What does it cost to use Hero Wallet?

Your Hero Wallet account is fee-free 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. Your first InstaPay withdrawal is free. After your first withdrawal, there is an InstaPay fee of $3 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.
Where do I send my Hero Wallet comments or 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.
Where can I find the Hero Wallet Product Disclosure Statement (PDS)?
The PDS is located here.
Where can I find the Hero Wallet Financial Services Guide (FDS)?
The FDS is located here.
Where can I find the Hero Wallet Terms & Conditions?
The Hero Wallet terms & conditions are located here.
Where can I find the Benefits Terms & Conditions?
The Benefits terms & conditions are here.
How do I dispute a card transaction, mistaken payment or incorrect payment?
Where you think a transaction is an Unauthorised Transaction or is otherwise incorrect, please get in touch with us immediately via the Employment Hero App and provide as much information as you can about the relevant transaction so we can investigate further.

There are specific circumstances and time frames where we can claim a refund in connection with a disputed transaction. This means that our ability to investigate a disputed transaction is limited to the time frames imposed by payment service providers and card schemes (like Visa) that we deal with, so it is important to let us know as soon as possible after you become aware of a disputed transaction.

If you have a problem with a purchase made with your Hero Wallet Card or a disputed transaction, the first step is to get in touch with the merchant you made the purchase from.

If you cannot resolve the matter with the merchant, contact us about the disputed transaction via the Employment Hero App.

If you suspect that the security of your Hero Wallet Account and or Hero Wallet Card has been compromised, you may want to Disable your Hero Wallet Account and Hero Wallet Card to avoid continued unauthorised use.
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:
  1. Go to the Personal section of the app
  2. Tap the Support tab.
  3. Tap the Help button.
  4. Tap the Contact Us button.
  5. Tap the Complaints button.
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 no later than five 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
  • Email: Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO, Box 3, Melbourne VIC 3001
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