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FAQs New Payments Platform

PayID

  • If someone knows my PayID, can they use it to commit fraud?

    No, as a PayID is only used to receive funds, not send them.

  • Can someone else register my details (mobile, email) as their PayID?

    Only the owner of the device can register it as a PayID, as it will require Authentication in the form of a code sent to the phone number or email address provided to complete the registration.

  • How can I unlock my PayID?

    You can unlock your PayID through Internet Banking and our Mobile Banking App if you originally locked your PayID. However, if your PayID has been locked by Credit Union SA, you will need to contact us to discuss.
  • Can I change the account that my PayID is linked to?

    Yes, you can change the account your PayID is linked to. The account can either reside with Credit Union SA or with a different Financial Institution.

    • If both accounts are with Credit Union SA you can change the linked account through Internet Banking or the Mobile Banking App.
    • If the account is at a different Financial Institution: You will need to request the status of your PayID be updated to ‘transfer’which you can do through Internet Banking or the Mobile Banking App. Once in a state of ‘transfer’, you will need to check with the Financial Institution which holds the account you intend to link the PayID to, and link the PayID to the new account.
    • You should note that an individual PayID cannot be linked to two accounts at the same time.
  • How long does it take to transfer my PayID?

    Credit Union SA will place your PayID into a state of ‘transfer’ within one Business Day of the request being lodged. You will need to contact your new financial institution to find out their process and time frames for creating a new PayID.

    What if I don’t create my PayID at another Financial Institution after asking for it to transfer?
    • If the transfer is not successfully completed within 14 days of its status being changed to ‘transfer’, your PayID will remain linked to the financial account at the Financial Institution you were attempting to transfer from.
    • If this happens, you will need to repeat the transfer process again by contacting your Financial Institution if you still want to link it to an account at a different Financial Institution.
  • What if I change my Mobile Phone Number or Email Address and they no longer belong to me?

    You are required to close any PayIDs you no longer have the authority to use which you can do through Internet Banking or the Mobile Banking App.
  • What if I no longer choose to use my PayID?

    You should close or lock your PayID when you no longer wish to use it, which you can do through Internet Banking or our Mobile Banking App. A PayID which is locked or closed will not receive payments to financial accounts.
  • Where can I use my PayID?

    Your PayID can be given to other people for them to make NPP Payments to you.

    Another party’s PayID can be used to make NPP Payments to them via your mobile or Internet Banking. PayID is supported by a large and growing list of Financial Institutions.

  • What happens if I make a payment to a locked or closed PayID?

    You cannot make a payment to a closed or locked PayID.
  • When will Credit Union SA close my PayID?

    Credit Union SA has an obligation to close a PayID when:
    • There is evidence that you no longer have the right to use it, or
    • It is no longer in use, or
    • Requested by yourself, or
    • There is no active account linked to it.

     

  • Is there a restriction on the number of times I can lock and unlock my PayID?

    Your PayID can be locked and unlocked an unrestricted amount of times. This can be managed through Internet Banking and Mobile Banking App.
    Contact Credit Union SA for more information.
  • When changing Financial Institutions, should I transfer my PayID or simply close it and recreate it?

    If you transfer your PayID you will be able to receive NPP Payments whilst the transfer process is taking place. If you decide to close and then re-create your new PayID you will not be able to receive NPP Payments whilst the PayID is closed and anyone making payments to your PayID during that time will be notified by their Financial Institution that the payments cannot be made.
  • Will my transferred PayID Name change?

    The transferred PayID will not change however the transfer of the PayID Name is dependent on your Financial Institution.
  • Will I still be able to receive NPP Payments while my PayID is being transferred?

    Yes, any NPP Payments being sent to your PayID while in a state of transfer will continue to be directed to the existing financial account linked to your PayID. Only when the transfer has been completed and the PayID status has been created and linked to an account at the new Financial Institution will NPP Payments be sent to your new financial account.
  • How will I know if my PayID is no longer available to transfer?

    This will depend on your Financial Institution. You may be notified of this by your Financial Institution or you will find out when you try to create it at another Financial Institution and it fails.
  • What happens if my business no longer belongs to me?

    • You are required to close any PayIDs you no longer have the authority to use which can done through Internet Banking and the Mobile Banking App.
    • If you close your financial accounts that are linked to your PayID, your PayID will automatically be closed.
  • Can I cancel the closure of my PayID?

    You cannot cancel the closure of your PayID. Once closed, you will need to create it again.
  • Can I close a PayID I am no longer using?

    Yes, you can close your PayID through Internet Banking or the Mobile Banking App. Once you close a PayID you must recreate it if you wish to use it again.

  • What are the benefits of utilising PayIDs?

    • Greater convenience as you can provide Payers with details which are easy to remember such as an Email Address or Mobile Phone Number.

    • Greater peace of mind, as you no longer have to provide your financial account information, such as BSB and account number to Payers in order to receive payments.

    • Ability to maintain and transfer your PayID if you change Financial Institutions.
  • Can I create a PayID that is already used by my Financial Institution for other purposes?

    For example, can I create a PayID using my Phone Number when it is already used for existing mobile payments?

    • Your PayID is used specifically for payments made via the New Payments Platform (NPP). Whilst your Financial Institution may use the Phone Number or Email Address for other purposes, this does not preclude you from using your Phone Number or Email Address for your PayID. If you would like to know more, contact Credit Union SA.
  • How do I create a PayID?

    Your PayID can be created after the NPP launch through Internet Banking or on the Mobile Banking App.

    To create a PayID you must:
    • Verify your identity Show that you, or an authorised party, have authority to operate on the account that you wish to link a PayID to
    • Show that you have the authority to use the chosen PayID
    • Ensure the PayID Name is appropriate and a valid representation of the underlying account holder/s associated with the PayID
    • Agree to standard Terms and Conditions about PayID usability.
  • If I have multiple Financial Institution accounts, do I need to speak with each Financial Institution individually to create my multiple PayIDs?

    Yes - if you want to create a PayID for an account, this can only be done by contacting the Financial Institution for that account.
  • What happens if I close the account that my PayID is linked to?

    As part of closing your account, you may be able to nominate an alternate account to link your PayID. However this doesn’t prevent you from using the same PayID again in the future.
    If you close your account and forgot to request to close your PayID, the Financial Institution that held your financial account will close the PayID.
  • Can I have multiple PayIDs with different Financial Institutions?

    Yes, you can have multiple unique PayIDs with different Financial Institutions, however each PayID can only be linked to one account.

    For example you could use an Email Address and Mobile Phone Number with Credit Union SA and choose to:

    • Link both PayID Types to one financial account; or
    • Link each PayID Type to a different financial account.
  • Can I have multiple PayIDs linked to the same account number?

    Yes. Multiple PayIDs can be linked to the same account number (e.g. your Mobile Phone Number and Email Address can be linked to the same Credit Union SA account number).
  • Can my Financial Institution create my PayID without telling me?

    No, your Financial Institution must ensure they have your permission prior to creating the PayID.
  • Can anyone else create my PayID?

    Only a person who can prove authority to use a) the PayID and b) the account that it is linked to, can create the PayID. Appropriate validation checks will be performed by Credit Union SA to ensure you are authorised to operate the financial account, and have the authority to register the PayID.
  • Can my PayID be locked?

    Yes, your PayID can be locked by Credit Union SA for a number of reasons such as:

    • If we suspect suspicious activity relating to the use of your PayID. This is to prevent the misuse of your PayID.
    • PayIDs are locked if they have not been used for 10 years.
  • What is a PayID?

    A PayID is an easily remembered identifier such as your Email Address, Mobile Phone Number, or ABN that is linked to your financial account (BSB and account number) at Credit Union SA. ABN in this context also includes ACN, ARBN and ARSN.

    After you create a PayID, you can tell people to make payments to it instead of giving out your financial account details.
  • What PayID Types can I create?

    The range of PayID Types to be offered by Credit Union SA are:
    • Mobile Phone Number
    • Email Address
    • ABN (Australian Business Number), Australian Company Number (ACN), Australian Registered Body Number (ARBN), and an Australian Registered Scheme Number (ARSN)
  • Does PayID cater for other types of information or identifiers (e.g. Facebook account or Twitter name)?

    At this point in time, PayID only supports the 3 PayID Types described below:

    • Mobile Phone Number
    • Email Address
    • ABN (Australian Business Number), Australian Company Number (ACN), Australian Registered Body Number (ARBN), and an Australian Registered Scheme Number (ARSN)
  • Can I link my PayID to multiple accounts?

    No you cannot. A PayID can only be linked to one account at any given time. However, multiple PayIDs can be linked to one financial account. You can also have different PayIDs, each linked to a different account.

  • Can I create a PayID if I have an international number?

    Credit Union SA does not support the use of international phone numbers as PayIDs.

    The range of PayID Types to be offered by Credit Union SA are:
    • Mobile Phone Number
    • Email Address
    • ABN (Australian Business Number), Australian Company Number (ACN), Australian Registered Body Number (ARBN), and an Australian Registered Scheme Number (ARSN)
  • Is my PayID information safe?

    Your PayID information is stored in a secure, encrypted data repository.
  • Can my PayID be used to take money out of my account?

    No it cannot. Your PayID can be used to receive an NPP Payment, but a PayID cannot be used to take money out of your account.
  • What happens if my intended PayID is already created and in use?

    You will need to contact your Financial Institution who will instigate a PayID Registration Conflict investigation to negotiate release of the PayID with the current PayID owner. Your Financial Institution will manage the process of investigating and resolving the ownership dispute of the PayID with the other party.
  • How long does it take to create and begin using my PayID?

    Creating a PayID using your Mobile Phone Number or Email Address will be instantaneous when using Internet Banking and the Mobile Banking App.
    Creating a PayID using your ABN may take up to 2 business days due to a manual verification process.
  • Will I receive any notifications confirming that my PayID has been successfully created?

    Unless you have non-transactional notifications enabled in Internet Banking, you will only see the final on-screen confirmation when you register your PayID.

  • Can I stop NPP Payments from being directed to my PayID?

    Yes. You may request for Credit Union SA to lock your PayID, which will prevent anyone from making a NPP Payment to your account. You will not receive NPP Payments to your PayID while it is locked.
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