Our Frequently Asked Questions

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Apple Pay

Apple Pay Security

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

Payments can only be authorised by using Touch ID or Face ID (if enabled), or by entering the device passcode.

 

Apple Watch

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

 

Please note: you should never share your device passcode, or register more than one person’s biometrics (fingerprint or face), while your card is registered to Apple Pay.

 

How secure is an Apple Pay transaction?

Apple Pay is very secure. You’re protected through your Apple device’s security settings (i.e. Face ID, Touch ID or your device passcode) on every transaction.

In addition, QBANK monitors your transactions to identify any unusual account activity. For further information on Apple Pay security, visit the Apple support page: https://support.apple.com/en-au/HT203027

 

Will merchants receive my physical card number?

No. Apple doesn’t store or have access to the original card numbers of credit, debit or prepaid cards that you add to Apple Pay. 

Setting up Apple Pay

To set up Apple Pay, here’s what you need:

 

Your eligible device and supported card

 The latest version of iOSwatchOS, or macOS

An Apple ID signed in to iCloud

Account balance of $1 (AUD) minimum in your QBANK transaction account in order to register your card successfully

You do not need to download any additional app to use Apple Pay but the latest version of iOS and watchOS is required to set up cards in Apple Pay.

 

For more information on setting up Apple Pay, see Apple's support page: https://support.apple.com/en-au/HT204506

 

How do I add a card to Apple Pay?

 

Add a card on your iPhone

Go to Wallet and tap the ‘’ symbol, then follow the steps to add a new card.

Enter your card’s security code to add your credit or debit card affiliated with your iTunes Account. Or, select Add a different card and use your camera to enter the card information*

 

iPad

Go to Settings

Tap Wallet & Apple Pay and select Add Credit or Debit Card

Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information*

 

Apple Watch

Open the Apple Watch app on your iPhone

Tap Wallet & Apple Pay and select Add a Credit or Debit Card

Enter your card’s security code to add your credit or debit card from your iTunes account. Or, select Add a different card and use your camera to enter the card information*

 

Card Verification

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’ll either:

Send a one-time password to the mobile phone number you have registered with us.

Ask you to call us on 13 77 28 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. Your card will need to be added to each device separately.

 

Can multiple cards be added to a single Apple Pay wallet?

Yes, but it depends on the device model as to how many cards can be added to Apple Pay. On newer devices, such as the iPhone X, you can add up to 12 cards, earlier models will allow you to add up to eight cards. The first card added to the device will become the default card, but this can be changed. You must be the owner of all cards you add.

What is Apple Pay?

Apple Pay is a digital wallet from Apple which lets you use a compatible iPhone, Apple Watch or iPad to make secure contactless purchases in stores, within selected apps and participating websites in Safari, using your QBANK Visa debit and credit cards.

 

Which Apple devices are compatible with Apple Pay?

Apple Pay works with:

  • iPhone SE (and later versions) in stores, within apps, and on the web in Safari
  • iPad Pro, iPad Air 2, and iPad mini 3 (and later versions) within apps and on the web in Safari
  • Apple Watch in stores and within apps
  • Mac for payments on the web in Safari

 

For a full list of compatible Apple Pay devices, see https://support.apple.com/en-au/HT208531

 

Does Apple store the card details?

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.

 

What is the Device Account 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.

 

Where can I find the Device Account Number?

The Device Account Number can be found by opening the Wallet app, select a card and tap the ()  symbol, then scroll down to Device Account Number.

 

Does it cost me anything to use Apple Pay?

No, it does not cost anything 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, contactless or chip and PIN transactions.

 

Apple Pay requires an active data plan or Wi-fi connection to add your card to Apple Pay. Based upon your mobile plan and network, additional message and/or data charges may apply.

How do I change my default card?

The first card added to the Wallet app becomes the default card for that device. To change a default card you must follow these steps:
1. iPhone
2. Open the Wallet app
3. Touch and hold your finger over the card you want to make the default card
4. Drag the card to the front of the cards in the Apple Pay section

 

Apple Watch

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

 

iPad

1. Go to Settings
2. Tap Wallet & Apple Pay and then Default Card
3. Choose a new card

For more information on managing the cards you use on Apple Pay see Apple's support page: https://support.apple.com/en-au/HT205583

 

How do I remove a card from Apple Pay?

To remove a card from Apple Pay you must follow these steps:
1. iPhone
2. Open the Wallet app
3. Select the relevant card and then tap ( ) symbol to see all the card details
4. Scroll down and select Remove Card

 

Apple Watch

1. Open the Apple Watch app on your iPhone
2. Go to the My Watch tab
3. Tap Wallet & Apple Pay and then Default Card
4. Tap the card and then tap Remove Card

 

iPad

1. Go to Settings
2. Tap Wallet & Apple Pay and then Remove Card
3. Choose the card to be removed from Apple Pay

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

 

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

You should contact us straight away on 13 77 28 so the lost or stolen card can be cancelled and no further purchases can be made. You should also remove the lost or stolen card from the Wallet app. You can also log into iCloud.com to suspend or remove all cards from Apple Pay remotely (see below). When the replacement card is issued you will have to add this to Apple Pay.

 

What should I do if my iPhone or iPad is 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 to suspend or remove all cards from Apple Pay remotely. If you do not have the app you should contact us on 13 77 28 to request that your card be disabled for use with Apple Pay.

 

What should I do if my Apple Watch is lost or stolen?

You should contact us on 13 77 28 to request that your card be disabled for use with Apple Pay. You should also go to iCloud.com to suspend or remove your card from Apple Watch. If you find your Apple Watch you can resume the card (if placed into suspended mode) via iCloud or you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

* Apple Pay works with iPhone SE and later in stores, apps and websites in Safari; with Apple Watch in stores and apps; with iPad Pro, iPad Air 2 and iPad mini 3 and later in apps and websites; and with Mac in Safari with an Apple Pay enabled iPhone 6 or later or Apple Watch. For a list of compatible Apple Pay devices, see: https://support.apple.com/en-au/HT208531

Apple, the Apple logo, Apple Pay, Apple Watch, iPad, iPhone, Mac, Safari, Touch ID and Face ID are trademarks of Apple Inc., registered in the U.S. and other countries.

Where can I use Apple Pay?

You can use Apple Pay wherever contactless payments are accepted or you see the contactless symbol:

Apple Pay is easy to use, and works with the Apple devices you use every day. You can make secure purchases in stores, within selected apps and on participating websites.

 

How do I make payment in stores with an iPhone?

To pay with Face ID – double click the side button, glance at your screen, then hold the iPhone near the reader.

 

To pay with Touch ID – hold your iPhone near the reader and rest your finger on Touch ID.

To pay with device passcode – hold your iPhone near the reader and enter your device passcode.

 

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

Whilst wearing the  Apple Watch double-click the side button and hold the display up to the contactless reader to authorise a payment.

 

Please note: 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 re-entered.

 

 

To pay in selected apps and on participating websites on your iPhone, iPad or Apple Watch, select Apple Pay at the checkout and complete the payment.

 

With Face ID glance at your screen, for Touch ID place your finger on Touch ID or you can enter the device passcode. For Apple Watch double-click on the side button.

 

Be sure to 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.

 

Can I use Apple Pay to make a payment on a website using my Mac?

To pay on the web in Safari on your Mac, select Apple Pay and complete the payment using either your iPhone or Apple Watch. On Mac models with Touch ID, pay using Touch ID.

Your Mac needs to be signed into the same iCloud account as the iPhone or Apple Watch and have Bluetooth enabled on your Mac.

 

At the checkout

Select the Buy with Apple Pay or Apple Pay button.

Check that your billing, shipping and contact information is correct:

The default card can be changed by clicking the (+) button next to the default card and selecting a new credit or debit card from any iPhone or Apple Watch which 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 are ready, make your purchase. With Face ID glance at your screen, for Touch ID place your finger on Touch ID or you can enter the device passcode. For Apple Watch double-click on the side button.

 

Can I use Apple Pay to make cash withdrawals?

No. At this stage you can’t use Apply Pay to withdraw cash. You’ll need to continue to use your physical card to complete these transactions.

For more information on managing the cards you use on Apple Pay see Apple's support page: https://support.apple.com/en-au/HT205583

 

Do I need an internet connection to use Apple Pay to make purchases in stores?

No. You don’t need an internet connection to use Apple Pay in stores. Your device uses Near Field Communications (NFC) to communicate with the terminal.

 

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

No, there is no transaction limit when using Apple Pay. For transaction over $100 you might be asked to enter your card PIN on the retailer’s payment terminal.

 

Can I use Apple Pay overseas?

Apple Pay will work in all countries where contactless payments are accepted. We recommend you take your physical card as a backup, as not all merchants in all countries support contactless transactions.

 

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 others may require you to present the physical card to process the refund.

 

If the retailer is able to refund the device used to make the original purchase, you:

Select the card you want to be refunded

Hold the iPhone above or near the contactless reader and authorise the refund using Touch ID, Face ID or the device passcode; or

Hold the Apple Watch display up to the contactless reader and double-click the side button to authorise the refund

You may need to provide the last four digits of your Device Account Number to the retailer. This can be found by opening the Wallet app on your iPhone, tap the card and tap the () symbol and then scroll 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.

 

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. It is not possible to show if a transaction was made using Apple Pay, contactless card or chip and PIN.


 

Google Pay

In most instances, a return should work with Google Pay the same as it would if you had swiped a regular card. The key difference is that instead of the merchant having to swipe your card again you will have to hold your phone near the payment terminal again to verify the refund.

 

Be sure to check that the Card selected in Google Pay is the one that you used for the original purchase. In some cases you may also be asked for the last few digits of your Card number.

 

If this happens, you should provide the last few digits of your virtual account number. To view the last four or five digits of the virtual account number go to "Card details" or "Transaction details.

 

Check with your retailer before making the return, as some merchants will require your physical card to process the refund.

You will need your virtual account number if you would like to make a return on an item purchased with Google Pay.

First, download Google Pay from the Google Play Store. Second, you can add an eligible card by snapping a picture or entering your account number manually. If your eligible card is already set up for Google Play, you can simply add that card to Google Pay by confirming a few details.

You can pay with your Android Phone at hundreds of thousands of merchants. Easily pay wherever contactless payments are accepted or where you see one of these symbols:

You can also use Google Pay in many of your favorite apps. Just look for the Buy with Google Pay button. You can see the apps that accept Google Pay on the Google Play Store.

When paying in-store:
1. Simply wake up your phone. No need to open the app.
2. Hold the back of your device near the contactless payment terminal and wait for the blue checkmark.

When paying within apps:
With Google Pay, you can check out in hundreds of apps without having to enter your payment information. Catch a ride, order takeout, or get tickets to a show with the simple press of a button.

Visit our website (www.google.com/pay) to see a list of eligible payment cards. We are working to expand the number of payment cards you can use on Google Pay, so check back soon or contact your bank if your card is not currently supported.

QBANK is standing by to help. Call 13 77 28 for support.

With Google Pay, enjoy all the same perks and rewards you get with your physical cards. Add tickets, loyalty and gift cards, PayPal, and more. Keep track of all your purchases, and even get personalised suggestions.

Google Pay protects your payment info with multiple layers of security, using one of the world’s most advanced security infrastructures to help keep your information safe. Learn more

Android Device Manager (www.google.com/android/devicemanager) will help you find, lock, and erase your phone. Also, you can simply search “Find my phone” and Google will show you where it is on a map. There’s no need to cancel your credit card.

Your credit and debit card information are assigned a unique virtual account number that’s used at checkout, so your full card details are never shared with the store. Think of it as a digital stand-in for your payment information. To view the last four or five digits of your virtual account number go to “Card details” or “Transaction details”.


 

Automated Statements Retrieval

This is a secure online service approved by QBANK, that automatically retrieves statements through your online banking and sends it directly to us. The service is a one-time retrieval – which will only happen with your authorisation.

The statements are used solely for the purposes of a loan application. The statement retrieval is initiated by you and statements are stored in a secure database where only QBANK can access them.

Data is encrypted with 256-bit encryption, secured by 2048-bit keys. This is the same level of encryption that all major banks use. Your login credentials are never stored and are securely discarded once you have used the service.

This service is owned and developed by an Australian company that adheres to Australian privacy principles and laws. Your personal details are never shared with or sold to third parties.


 

Home Loan

An industry standard discharge fee is applicable for all home loans. Depending on your home loan type, a break cost may also apply.

 

For detailed information regarding fees please call our Member Services team on 13 77 28 between 8.45am and 4.30pm Monday.

Alternatively, you may also visit us in-person at one of our branch locations


 

Deposits and Transactions

Over the counter cash or cheque deposit at Australia Post

These can be completed at any Australia Post outlet that displays the Bank@Post symbol. 

Please note an active QBANK card and PIN is required to perform these deposits.

  • Cheques will only be accepted if they are in the same name as on the card. This can cause issues if the cheque is in joint names. See below note if this is the case.
  • Cheques will take five business days to be cleared when deposited via Australia Post
  • Cash deposits will be accepted to the value of $9,999.95

Joint Cheques

Note: In the case of joint cheques, you may deposit this at one of our Brisbane branches or send directly to QBANK for processing. Cheques deposited directly through QBANK will take three business days to clear. Any cheques sent directly to QBANK must include your name, member number and account type (e.g., S6, S20) on the back of the cheque. Please mail to: QBANK PO Box 13003, George Street QLD 4003.

BSB: 704052

Account: Use your Alternate Reference Number which you can find through Internet Banking or the App:

QBANK Internet Banking
Simply log in and click on the "BSB/Acc Details" link in the Quick Links menu on the Welcome screen.

QBANK App
Tap on Account Balances, tap the Menu icon at the top left hand corner and go to "Additional Services" then "Account BSB Details".

Standard transfers between QBANK and other Financial Institutions within Australia can take up to 48 business hours to process. If the receiving Financial Institution is setup for OSKO payments, this will give you the option to make the transfer in real-time.

You have a $1,000 savings option limit per day on your card which is for the security of the funds and cannot be altered.

Please go to the QBANK North Quay Branch, otherwise some Financial Institutions may allow you to complete a Cash Advance over the counter using your Visa Debit card. Since this is a service offered by another institution, you will need to contact the specific branch first to confirm if they provide this and if any fees/limits are applicable. Please see the Schedule of Fees for associated costs QBANK may impose.

Term Deposit rates are available here. Alternatively, please contact the QBANK Member Service Centre on 13 77 28 Monday to Friday 8:45am to 4:30pm to discuss the rates available on the day.

QBANK enlists the services of Western Union to perform all outward transfers to another country. To begin, please log on to Internet Banking and select the “Transfer Funds” option followed by “Telegraphic Transfers”. Please see the Schedule of Fees for any associated costs QBANK may impose.


 

Internet Banking And App

You will need to contact the QBANK Contact Centre on 13 77 28 to assist you with the increase of your external transfer limit for the day.

 

If you would like to make a permanent increase to your external transfer limit, you may do so by completing and returning the Daily External Transfer Limit Increase/Decrease form available online or emailed upon request.

Download the App to your new device and enter in your member number and QBANK internet banking password.

If you can not remember your password you will need to call the QBANK Contact Centre on 13 77 28 Monday to Friday 8:45am to 4:30pm for further assistance.

Note: you must be registered for internet banking to use the QBANK app.

Please contact QBANK on 13 77 28 Monday to Friday 8:45am to 4:30pm if the mistake has been realised straightaway.

 

 If the account number is invalid, the funds will be returned to your account within two business days. Please note, if a recall on the funds is required, this will be actioned at a cost as per the Schedule of Fees.


 

Least cost merchant routing

Yes. If you wish to control the network your purchase is processed via, you can select your preferred debit network by inserting your card and making a selection (savings or credit), rather than using tap-and-go or contactless payment options.

No. Currently mobile wallet transactions, such as Google Pay and Apple Pay, are processed as credit transactions and are therefore unaffected by this change.

No. It only applies to dual-network debit cards. It does not affect members using credit cards or single network debit cards.

Most debit cards issued in Australia are dual-network cards:  these cards support both an international network (VISA or Mastercard) and the domestic eftpos network and therefore have an international network logo on one side and the eftpos logo on the other. This means that debit card transactions can be routed through either of those networks. Any transaction typically draws on the same deposit account regardless.

Traditionally, when a card was inserted into a point of sale terminal, cardholders determined how their debit transactions were processed, by pressing either the CHQ or SAV buttons for eftpos or the CR button for the international network.

Due to these changes, you may see an increase of eftpos purchase transactions on your statement when using contactless payment options.

Please call our Member Service Team on 13 77 28 between 8.45am and 4.30pm Monday to Friday to discuss your options.

Merchants and shopfronts now have the option to send a contactless transaction via the network of their choice (VISA or eftpos), whichever costs them the least to accept.

From 1 December 2019, QBANK will increase the number of monthly fee-free eftpos transactions from 8 to 12 on the On Call account and remove all fees from the Pension Plus account.


 

Managing your card

To make a payment to the QBANK Bluey Credit Card from another Financial Institution it is a matter of completing a transfer using the BSB and Account Number associated to the credit card account.

 

This information can be found on the credit card statement, account information on internet banking, or by calling QBANK on 13 77 28 between 8.45am – 4.30pm Monday to Friday and speaking with one of our Member Service Consultants.

Using your Visa Debit Card you can select the “Credit” option on the EFTPOS terminal and enter your PIN. This will allow you to spend up to the available balance in your transaction account.

QBANK Visa Debit, Visa Credit and Cue Cards can be activated through your Internet Banking profile via “My Preferences” or the QBANK App (Visa cards only) via the “Card Management” option. This can also be achieved by calling the QBANK Member Service Centre on 13 77 28 Monday to Friday 8:45am to 4:30pm or in person at any QBANK branch during opening hours.

PIN’s can be changed/set on your Internet Banking profile via “My Preferences” or the QBANK App (Visa cards only) via the “Card Management” option. You do not need to know your PIN using these methods.

Also, this can be achieved at Cashcard ATM’s, if the current PIN is known.

The age in which a member is eligible to apply for a Visa Debit Card to their account is 18 years of age. You will need to call to discuss the card order and account usage.

Your card will be active until the last day of the expiry month with your renewal card being ordered two weeks before your expiry month.

The billing cycle is the dates between when the credit card statement is generated and when the minimum payment is due. The billing cycle runs from the 19th of the month until the 11th of the next month.

 

This means that the cardholder must make at least their minimum monthly payment between these dates so that their account does not go into arrears and also they do not incur a late payment fee.

 

Please note, the minimum payment members must make each month is 2% of the outstanding balance as at COB on the 18th of the billing month or $25, whichever is the greater.

The statement cycle or statement period is the dates which the credit card statement covers. Our statement period is from the 19th of the month to the 18th of the next month. Statements are generated on the 19th of each month and are issued within 7 days of generation.


 

Credit Card Reforms

The Australian Government passed legislation that changed the way we calculate interest on credit card purchases. From 1 June 2019, if you do not pay the full closing balance as shown on your statement, interest for purchases will start being calculated from the day after the payment due date.

The revised way of calculating interest on purchases will affect you differently depending on your own personal circumstance.

(a) For those who pay their closing balance in full every month:

If you continue to pay off your closing balance in full every month by the due date you will not be directly impacted, and you will continue to pay no interest on purchases.

(b) For those currently paying interest on existing purchase:

These changes will not immediately impact you as nothing will change until you have paid your closing balance in full and regain the interest-free days.

(c) For those who generally pay their closing balance in full but sometimes miss a full payment and pay interest on purchases:

From 1 June 2019, if you do not pay off your closing balance in full by the payment due date you will start incurring interest from the next day. Once the most recent closing statement balance or current balance plus interest is paid off in full, the interest-free period will resume from your next retail purchase.

You can request to reduce the credit limit on your card at any time online via this form, via phone or at one of our branches. Please note that you are unable to reduce your limit any lower than your current balance or product minimum (see Terms and Conditions). We may need to communicate with you the steps you must take prior to the limit reduction (for example paying off any amount that exceeds the requested limit).

You can request to close your credit card at any time online via this form, via phone or at one of our branches.  If you request to close your credit card we will process this as soon as we can. As part of finalising the closure, we may need to communicate with you the steps you must take prior to us closing the card (for example reducing your balance).

If you change your mind and wish to reinstate your credit card, you will need to apply for a new credit card. This includes a new credit assessment.

A closing balance is the total amount outstanding on a credit card account relating to credit provided in respect of purchases, together with certain fees, interest charges and other charges.

An interest-free period is the maximum possible length of time between the first day of a statement period and the payment due date.

A common misconception is that “up to 55 days interest-free” means you will have 55 days to pay off a purchase before any interest will be charged. However, your interest-free period actually starts from the first day of your statement cycle, not from the moment you make a purchase. Up to 55 days interest-free refers to the maximum number of interest-free days that may be available on a purchase. How many days you have depends on when you make a purchase during the statement cycle and the total number of days within that statement cycle (accounting for differences in the number of days within calendar months).

For example, if you wanted to take advantage of the maximum number of interest-free days available for a particular statement cycle, a purchase would need to be made on the first day of your statement cycle. However, if you made a purchase on day 20 of your statement cycle, you would only have up to 35 days interest-free. Keep in mind that to utilise the interest-free period on purchases you need to pay the full closing balance by the payment due date on every monthly statement. If you don't pay it in full each month, you don’t get your interest-free period. Furthermore, if you have a balance transfer that is currently unpaid, all other purchases will earn interest immediately, leaving you with no interest-free days.


 

New Payments Platform (NPP)

A closing balance is the total amount outstanding on a credit card account relating to credit provided in respect of purchases, together with certain fees, interest charges and other charges.

QBANK must follow strict identifications steps (like those already in place in the industry) to ensure a person has a right to change information registered on PayID and that they are the rightful owner, or authority, of the account it is linked to.

It’s in everyone’s interest that PayID is safe and secure which is why it is certified to the highest data security standards and monitored 24 hours a day, seven days a week. The PayID also has high security standards and capabilities that must be met by all financial institutions that wish to register a customer’s details on the service, which they can only do with the customer’s informed consent.

This is a digital service that has been seamlessly integrated into online banking channels like the QBANK app and internet banking. This means the service will be easy to access alongside other existing banking services.

When a member registers an identifier with PayID via QBANK, they will be asked to give their identifier a name. This name must be an appropriate representation of the accountholder and must not intend to mislead or confuse a payer. QBANK will have the ability to display this name to the payer during the payment process to confirm that the payee is indeed the person or company they are intending to pay. In many cases, the full legal name of the account holder may also be displayed.

When QBANK connects to the NPP, we will let our members know when and how they can use the functionality. In the meantime, it’s great to keep your details with QBANK up to date so that we can contact you.

We are working through the implementation of the NPP and what it will mean for our members. More information will be provided when the services are closer to being launched.

QBANKQBANK can instigate a PayID Dispute Resolution process. This will enable the disputed identifier to be investigated and assigned to the rightful owner. can instigate a PayID Dispute Resolution process. This will enable the disputed identifier to be investigated and assigned to the rightful owner.

The NPP has been built to support the Australia’s domestic payments capability. That’s not to say this won’t evolve and expand over time.

We are working through the implementation of the NPP and what it will mean for our members. More information will be provided when the services are closer to being launched.

We are working through the implementation of the NPP and what it will mean for our members. More information will be provided when the services are closer to being launched.

Most fraud in the Australian payments system is CNP (card not present) fraud, when card details are stolen and then used to make purchases or other payments without the card, mainly online.

By contrast, NPP payments are ‘push’ payments from a bank account, requiring the specific authorisation and approval of the account holder, as opposed to funds which are ‘pulled’ from a card, often without the knowledge or involvement of the cardholder, such as CNP payments.

Australian financial institutions have very good fraud detection, screening and alert systems and the NPP will incorporate these capabilities. At the same time, consumers are likely to see mechanisms such as biometric (fingerprint) login protection and two factor authentication used at certain times, for instance for payments made to a first-time payee, or over a certain amount. 


 

PayID and Osko

A PayID identifier cannot be used to take money out of an account. It can only be used to receive payments.

QBANK must follow strict identifications steps (like those already in place in the industry) to ensure a person has a right to change information registered on PayID and that they are the rightful owner, or authority, of the account it is linked to.

QBANK must follow strict identifications steps (like those already in place in the industry) to ensure a person has a right to change information registered on PayID and that they are the rightful owner, or authority, of the account it is linked to.

It’s in everyone’s interest that PayID is safe and secure which is why it is certified to the highest data security standards and monitored 24 hours a day, seven days a week. The PayID also has high security standards and capabilities that must be met by all financial institutions that wish to register a customer’s details on the service, which they can only do with the customer’s informed consent.

This is a digital service that has been seamlessly integrated into online banking channels like the QBANK app and internet banking. This means the service will be easy to access alongside other existing banking services.

When a member registers an identifier with PayID via QBANK, they will be asked to give their identifier a name. This name must be an appropriate representation of the accountholder and must not intend to mislead or confuse a payer. QBANK will have the ability to display this name to the payer during the payment process to confirm that the payee is indeed the person or company they are intending to pay. In many cases, the full legal name of the account holder may also be displayed.

Using PayID or Osko will not incur any additional charges.

QBANK can instigate a PayID Dispute Resolution process. This will enable the disputed identifier to be investigated and assigned to the rightful owner. Please contact us if you are having issues with registering a PayID.

PayID and Osko are available for all QBANK accounts.

Most fraud in the Australian payments system is CNP (card not present) fraud, when card details are stolen and then used to make purchases or other payments without the card, mainly online.

By contrast, PayID and Osko payments are ‘push’ payments from a bank account, requiring the specific authorisation and approval of the account holder, as opposed to funds which are ‘pulled’ from a card, often without the knowledge or involvement of the cardholder, such as CNP payments.

Australian financial institutions have very good fraud detection, screening and alert systems and PayID and Osko will incorporate these capabilities. At the same time, consumers are likely to see mechanisms such as biometric (fingerprint) login protection and two factor authentication used at certain times, for instance for payments made to a first-time payee, or over a certain amount. 

PayID and Osko have been built to support Australia’s domestic payments capability. That’s not to say this won’t evolve and expand over time.

More information about the New Payments Platform, PayID and Osko can be found on the NPPA FAQ Page


 

Wearables

Yes – members can choose to have one of each access facilities.

No, this is only available for Visa Debit accounts (Everyday Plus, On Call or Pension Plus).

Most merchants do not accept payWave to withdraw cash and ATMs generally require a card be inserted. It is up to the ATM owner whether they have the ATM setup to accept payWave cash withdrawals.



We recommend for security purposes, you set a PIN as soon as you activate your Wearable. Whilst the Wearable will work successfully for payWave payments under $100, you wouldn’t want to be inconvenienced if your purchase was over this limit.

Just like a credit or debit card, your Wearable will also expire. You will receive the expiry date with your Wearable and account information. A new Wearable Chip will be issued the month before expiry.

You can activate your Wearable and/or set your PIN through the QBANK App or Internet Banking:

Login to the QBANK App; Swipe left or up (dependent on phone) and select "Card Management"; Swipe to the Wearable and select "Activate"; then select "Change PIN" and follow the prompts.

Login to Internet Banking; select "My Preferences"; select "Activate Card' and follow the prompts; then select "Set Your Card's PIN" and follow the prompts.

A Wearable has all the same benefits and security as your QBANK Visa Debit and Credit Cards. For maximum security, please ensure you keep your Wearable as safe and secure as you would a credit or debit card and do not disclose your PIN to anyone.

A QBANK Wearable can be linked to any account that is eligible for a Visa Debit Card including the Everyday Plus account, the On Call account and the Pension Plus account.

If your Wearable is lost or stolen you can lock it using the QBANK App and selecting Card Management. You will then need to contact QBANK to cancel the Wearable and organise a new one to be issued.

The colours chosen to represent the different areas of our membership base such as, Queensland Police Service, Queensland Ambulance Service, Queensland Fire and Emergency Services and Department of Health.