Payments in Solo Money

Check that the payer used the correct account details and confirm with them when and how much they paid, so you can check it against your transactions.

If the details are correct, you can ask them for a payment receipt.

If the payment was for an invoice, check your invoice payment details. Go to ‘Money in’ and tap settings (⚙️). Tap ‘Invoice settings’ then ‘Payment settings’ to make sure the account details are correct.

You cannot deposit cash into your Solo Money accounts. You can transfer funds online from another bank account to your account.

If you've recognised something suspicious on your Solo Money Account, reach out to us through chat as soon as possible. To start a chat, go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and talk to your Solo Money assistant.

It's important that you report any suspicious activity promptly to reduce the risk of further fraud or scams on your account.

We'll provide you with a case number and we may reach out during the investigation. Once we close the case, we'll inform you of the outcome.

You can see your daily payment limit in your Solo Money settings. Go to ‘Solo Money’, tap settings (⚙️) and tap ‘Payment limits’.

There are no limits when transferring between your own Solo Money accounts.

A pending transaction is a transaction that has not been processed yet. It will remain pending until the payment is processed or the merchant cancels or reverses the payment.

Pending transactions will not appear in the Solo ‘Action hub’ and cannot be matched or categorised until they have been processed.

Your Solo Business Debit Card has a transaction limit of $20,000.

A daily limit of $2,010 applies at ATMs.

Foreign currency transaction limits are set at $20,000 AUD.

There are many reasons why a card gets declined. To avoid this happening, please check:

• There are sufficient funds in the Solo Money Account.

• The card details provided are correct, including expiry date, CVC and card number.

• That the card has not expired.

• That the card is not damaged.

If your card has been declined and you've taken the steps set out above, please contact us through chat so we can help you solve the issue. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

You can see your daily payment limit in your Solo Money settings. Go to ‘Solo Money’, tap settings (⚙️) and tap ‘Payment limits'.

You'll also be able to see how much of our payment limit is left for the day.

You can change your daily payment limit in your Solo Money settings. Go to ‘Solo Money’, tap settings (⚙️) and tap ‘Payment limits'.

You can change the daily payment limit as many times as you like.

Daily payment limits apply to payments out of your Solo Money accounts.

Daily payment limits do not apply to transfers between your own Solo Money accounts.

Separate limits apply to card transactions and cash withdrawals made with your card.

To stop your account being direct debited, please chat to us via the Solo Money digital assistant. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

If you want to cancel only part of a single direct debit, you should set up a new direct debit with the merchant to cover the arrangements you want to maintain going forward.

If you want to cancel an existing arrangement with a merchant, chat to us via the Solo Money digital assistant. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

If you do not have sufficient funds in your Solo Money Account on the day a direct debit is due to be processed, we may stop the transaction and you could be charged a dishonour fee.

We may in some cases overdraw your account so that the direct debit can be processed. If this occurs, you'll incur the fees and charges applicable to overdrawn amounts outlined in the Terms and Conditions.

If you do not recognise a transaction on your account, please chat to us through the Solo Money digital assistant so that we can help raise a dispute. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

You can make a payment from ‘Solo Money’ in the app.

1. From ‘Solo Money’, tap 'Pay'.

2. Add a new payee and enter the details of where you want to send the money.

3. Fill in the required fields to process your payment. Do not forget to provide the invoice details or information in the description to help the payee identify the reason for the payment.

Please check you've entered the correct payee details to avoid paying money into the wrong account.

You'll only be able to make an outward payment from your Solo Money Account.

Payment processing times can vary, as they are dependent on the payee's bank. Please allow up to 3 business days for your payment to be processed.

If you've made a mistaken payment, let us know through the Solo Money assistant. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

You'll need to provide the following details:

• Reason for the mistake

• Transaction amount

• Transaction date

• Account name

• BSB & account number to which the payment was directed.

Once you contact us through chat, we'll provide you with a reference number. We'll try to recover the funds but we may not be successful.

If you do not recognise a payment into your account, please chat to us via the Solo Money digital assistant. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

You'll need to provide the following details:

• Reason for the enquiry

• Transaction amount

• Transaction date

• Account name

• BSB and account number.

You'll need to ensure you complete your banking activities before 6pm Sydney time for your request to be processed that day.

Please note, some transactions may take up to a few days to complete processing due to dependencies on other parties (for example, electronic funds transfers to other banks).

If your payment is processed via Osko®, it will usually be sent and received in less than a minute.

A direct debit is an automatic debit on your Solo Money Account that is processed in accordance with an agreement between you and a third party. Direct debits can be used for payments such as utility bills, gym memberships and health insurance.

If you want to cancel a direct debit, chat to us via the Solo Money digital assistant. Go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen and ask your Solo Money assistant.

If you set up an ongoing payment arrangement with a merchant, you may use your Solo Business Debit Card or your Solo Money Account details depending on the merchant's preferences.

A 'recurring payment' involves a payment arrangement that uses your debit card details.

A 'direct debit' can only be processed using your bank account details.

Osko® is a payment service that enables fast payments. If your payment is processed via Osko, it will usually be sent and received in less than a minute. You'll know if your payment was processed using Osko because you will see the Osko logo in your transaction history.

Osko® is a registered trademark of BPAY Pty Ltd ABN 69 079 137 518.

You'll only be able to make an Osko® payment if the payee's financial institution is an eligible participant.

When you make a payment in Solo Money, the Osko logo will appear on the payment confirmation screen if it was sent as a fast payment through Osko.

BPAY is a payment service that allows you to pay your bills to registered BPAY Billers using a Biller Code.

BPAY® is a registered trademark of BPAY Pty Ltd ABN 69 079 137 518.

To make a BPAY payment, you will need to provide the biller code and reference numbers. Just go to 'Solo Money', tap 'Pay' and the BPAY Biller.

You can schedule a BPAY payment when you make a payment in Solo Money. Just go to 'Solo Money' and tap 'Pay'. You will need to provide the biller code and reference number.

You can create a PayID with us by using your email address or mobile number to easily receive payments. Anyone paying into your account using your PayID will be able to see your name (or business name) before they finalise their payment, confirming they are paying the correct account.

To create a PayID you'll need to have an eligible account and be authorised to use the PayID. You can access details about your PayID through the settings in Solo Money.

Note that your PayID can only be registered with one financial institution at a time and linked to a single bank account.

If you register for PayID, you will still be able to use your BSB and account number to receive payments. Payments to someone else's PayID can be made from your Solo Money Account.

PayID® is a registered trademark of NPP Australia Limited.

To get started with PayID, follow these steps:

1. Go to ‘Solo Money’, tap settings (⚙️) and tap 'PayID' under your business settings in Solo Money.

2. Tap 'Create PayID' and use the email or mobile number linked to your profile to create your ID. Please note that your PayID can only be linked to one account at a time. You can transfer your PayID if you've already used it elsewhere by contacting the bank that registered it.

   • We'll send a 6-digit confirmation code to your email address or mobile number for verification purposes.

   • After verification, you can choose the account you'd like the PayID to be linked to.

3. Once you've chosen the account, review your details before the PayID is created.

You can easily update your PayID details from Solo Money settings.

Go to 'Solo Money', tap settings (⚙️) and tap 'PayID' to view your details. From here you can either:

• create another PayID

• change the linked account

• lock and unlock your PayID

• initiate a transfer of your PayID (so you can open a PayID at another bank)

• close your PayID.

If you have any issues with any of the above actions, please contact us via the Solo Money assistant, and we'll be happy to assist you. Just go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen to chat with us.

If you'd like to lock or disable your PayID, you can do this through Solo Money settings. In Solo Money settings, tap 'PayID' to view your details.

Select the PayID you wish to lock and then press 'Lock PayID'. Once you've locked your PayID, you won't be able to receive payments using your chosen PayID details.

If you're unable to complete this action, please contact us through the Solo Money assistant, and we'll be happy to assist you. Just go to 'Solo Money’ and tap the question mark on the top of the screen. Tap the chat bubble on the bottom of the screen to chat with us.

If you'd like to register your PayID with us but you already created it with another bank, please contact the other bank to ask them to transfer your PayID. Once the other bank has enabled the transfer, you will be able to register your PayID with us in the app.

When you make a payment in Solo Money, you will be presented with different payment options, including paying by mobile or email. If the external account you're making the payment to is registered with PayID, you will be able to input these details to create the payee and make the payment.

PayTo® is an alternative to direct debits. Here's what it can do:

• It lets billers set up agreements with payees.

• It helps the payee manage bills and expenses.

• It gives the biller more security by providing fast account verification and real-time payments.

• It lets the payee pause, cancel or make changes to the pay agreement they have with the biller.

Payment agreements are between you and a business to allow you to make regular payments to the business for services or goods. Payment agreements can be set up with businesses who offer PayTo®.

You can pause your PayTo® agreement in Solo Money settings'. Go to 'Solo Money', tap settings (⚙️) and tap 'PayTo' to view your details.

Choose the agreement you'd like to pause and tap on 'Manage'. You'll then be given three options:

• Change linked account

• Pause payment agreement

• Cancel payment agreement

If you choose to pause or cancel your payment agreement, please be mindful of any contractual requirements you have.

PayTo payments are included in your daily payment limit. To view your payment limits, go to 'Solo Money', tap settings (⚙️) and tap 'Payment limits'.

PayTo® is an initiative of NPP Australia, the organisation that runs Australia's real-time payments platform.

When you sign up for a service that offers PayTo® direct debits (such as a music subscription or gym membership) a PayTo® agreement detailing the payment terms appears in your app.

You'll have the chance to review the agreement before choosing to authorise or reject the agreement. Your account won't be debited until you authorise your agreement. You can view, pause, resume, or cancel all your PayTo® agreements in Solo Money at any time.

PayTo® agreements can be created using a PayID® or by using your BSB and account number.

Some businesses or direct debit providers may charge a fee to use PayTo®. This is at the discretion of each business, so we recommend checking before you authorise a PayTo® agreement.

PayTo® has the same security as other digital payments and transfers made from your bank account. PayTo® payments can only be taken from your account if a PayTo® agreement is authorised. Your account won't be debited until you give the ok.

PayTo® has the same security as other digital payments and transfers made from your bank account. PayTo® payments can only be taken from your account if a PayTo® agreement is authorised. Your account won't be debited until you give the ok.

Scheduled and recurring payments can be set up from the same place you make regular payments from. Just go to 'Solo Money' and tap 'Pay'. When adding your payment details, make sure you set the follow information:

• At 'Send', choose a date on which you want your payment to be processed.

• At 'Repeat', choose how often you want your payment to repeat. If you don't choose an end date, the payment will continue indefinitely.

Then, follow the remaining prompts to schedule the payment.

You can make scheduled payments to:

• Accounts belonging to the same business (internal transfers)

• Recipients with a BSB and account number

• BPay Billers (for billers with changing reference numbers, one-off scheduled payments can be made, but not recurring payments).

PayID payees are not supported.

Go to 'Solo Money', tap settings (⚙️) and tap 'Scheduled payments'.

You can cancel a scheduled payment. Just tap on it to view more details then delete it.

Google Pay is a free app that allows you to pay with your Solo Business Debit Card with a tap of your phone while enjoying the same benefits and protection of your physical card.

Simply add your card and you're ready to tap and pay for purchases.

You can use Google Pay almost anywhere contactless payments are accepted. Look out for the payWave and Google Pay logos. You can also make in-app purchases when you see 'buy with Google Pay', and in participating mobile apps.

To pay for purchases in-store, just wake your phone by tapping the home or power button and place it near the contactless terminal. It's that easy.

Within apps, simply select 'Buy with Google Pay' and you're all done – there's no need to manually enter payment information.

Google Pay is a secure way to pay for your purchases:

• Your physical card number is not stored on your phone

• If your phone is ever lost or stolen, you can use Android Device Manager to instantly lock your device, or even wipe it clean of any personal information.

You can use Google Pay anywhere contactless payments are accepted - look out for the payWave and Google Pay logos. You can also make in-app purchases when you see 'Buy with Google Pay'.

The first card you upload to Google Pay will be your preferred card. You can swap your preferred card at any time within the Google Pay app.

You can add and remove cards at any time.

Google Pay contactless payments can be used overseas where contactless payments are accepted.

Google Pay will let you make payments on your Android phone if it is NFC-enabled and running Android 9 or higher.

Google Pay allows you to use NFC-capable Android devices running Android 9 and above to make payments.

Important Information

Android, Google Pay, Google Play and the Google Logo are trademarks of Google LLC.

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

See a list of compatible Apple Pay devices.

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.

Apple Pay does not cost you anything extra to use.

The usual credit or debit charges apply to purchases and some retailers may apply a card surcharge to purchases made using any payment method, including Apple Pay, contactless or chip and PIN transactions.

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

A single card can be added to Apple Pay on up to nine different devices but the card will need to be added to each device separately.

Up to eight cards can be added to Apple Pay on a single device. The first card added to the device will become the default card, but you can change the default card.

You can use your device to make a payment using Apple Pay in stores, apps or online - wherever you see the contactless and Apple Pay symbols.

1. Look for the Apple Pay icon during checkout and ensure Apple Pay is selected as the payment method.

2. Check your billing, shipping and contact information to make sure that they're correct.

3. 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.

4. When you are ready, make your purchase. Place your finger on Touch ID, use Face ID or enter the device passcode on iPhone and iPad, or double-click the side button on the Apple Watch to authorise payment. After your payment information sends successfully, you'll see Done and a checkmark on the screen.

You might be asked to enter your card PIN for transaction over $200.

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 have to refund using the physical card.

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

• Select the card they want to be refunded within the Wallet app

• 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 the Device Account Number to the retailer. You can find your Device Account Number on the card details screen in your Apple Wallet.

You'll be able to see them in the Banking app initially as pending transactions. You can also view your last 10 transactions in the Apple Wallet.

Apple Pay uses 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 merchant.

Please note: you should never share your device passcode, or register more than one person's fingerprint or face to Touch ID and Face ID, while your card is registered to Apple Pay.

The first card added to the Wallet app becomes the default card for that device. To change a default card, you must follow these steps:

iPhone

1. Open the Wallet app

2. Touch and hold your finger over the card you want to make the default card

3. Drag the card to the front of the cards in the Apple Pay section

Apple Watch

1. Open the 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.

The first card added to the Wallet app becomes the default card for that device. To change a default card, you must follow these steps:

iPhone

1. Open the Wallet app

2. Touch and hold your finger over the card you want to make the default card

3. Drag the card to the front of the cards in the Apple Pay section

Apple Watch

1. Open the 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.

Your card will automatically update in your Apple Wallet on the month of expiry. You will not need to do anything.

Freeze the card and report it as lost or stolen.

1. Go to 'Solo Money' and tap settings (⚙️).

2. Tap 'Debit card'.

3. Select the card you'd like to freeze.

4. Tap 'Freeze Card'. Your Apple Wallet card will then be suspended.

5. Tap 'Report Lost, Stolen or Damaged' and follow the prompts.

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.