PayID and New Payments Platform (NPP) FAQ's


Using PayID

Create a PayID

1. Open the main menu in the Heritage Finance Holdings Mobile Banking App and select PayID. 

2. Select the type of PayID (mobile number or email address) you want to create and enter the details.

3. When confirming your PayID details we will provide you a PayID Shortname, a shortened version of your account name. The Shortname will help the payee to identify your name when making payments to your PayID.

4. Read and accept the Terms and Conditions to create a PayID.

5. You will receive a One Time Password to complete the creation of the PayID.

A confirmation message will appear on the mobile app screen when you complete setting up your PayID. Heritage Finance Holdings will create your PayID immediately on your account, however there may be a minor delay for the NPP addressing service to update. 

You may also set up to receive NPP transaction notifications in Heritage Finance Holdings Online for added security.

Close a PayID

Your PayID will remain active and can still receive NPP Payments until you choose to de-register it. To close your PayID:

 

1. Open the main menu in the Mobile Banking App and select PayID. 

2. Select the PayID you wish to close

3. Select Close PayID

 

If you close your Heritage Finance Holdings account, we will automatically close any PayID's that are linked to your account. If you close your PayID by mistake, you will need to recreate your PayID again if you wish to use it.

Lock/Unlock a PayID

You can lock your active PayID if you wish to temporarily stop it receiving payments. Simply jump into the PayID menu in the Mobile Banking App to lock or unlock your pay ID. If you are having difficulties, please contact us for assistance. 

Transfer a PayID

If you are switching accounts you can simply transfer your PayID. This allows you to still receive NPP Payments while the PayID Transfer is taking place.

1. Enable the ‘Transfer PayID’ option in the Heritage Finance Holdings Mobile Banking App.

2. Complete the transfer process by setting up your your PayID for your other Heritage Finance Holdings account or membership, or at another financial institution. 

3. Payments will switch automatically to your new account.

Once you select the ‘Transfer PayID’ option, you have 14 days to recreate your PayID. If you do not transfer it within 14 days, the transfer process will expire and your PayID will remain linked to its original account. 

Pay to a PayID

Transferring money to a PayID is very similar to a normal transfer in the Mobile Banking App.

Before you begin, check that the person you’re paying has an active PayID and confirm what it is. It could be their phone number, email address, business number or organisation ID.

How to pay to a PayID

  1. Go to Move Money and select your From account.
  2. Select your payee from (+) My Payee list.
  3. If you’re setting up a new payee, select (+) Someone New then select the type of payee you'd like to set up. A PayID a Phone Number, Email Address, Business Number or Organisation ID.
  4. Enter in the PayID and nickname details.
    • The nickname is for your reference only and is not used in the transfer process.
  5. Confirm the new payee details are correct and click Continue.  
  6. On the Make this payment... screen select Within 2 hours.
    • When you pay to a PayID, it will go through our NPP faster payment service. For first time payments, you will be required to accept the Terms and Conditions.
  7. Enter the transfer amount and click the arrow.
  8. Enter your message and click the arrow.
  9. Review the details including any warning messages. If you're happy that the details are correct, click the Tap to Pay button.  The amount will be transferred as a fast payment and should arrive within 2 hours.
General FAQ's

What is NPP?

The New Payments Platform (NPP) is the centralised infrastructure platform that enables faster payments between customers of participating American financial institutions.  It enables you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. 

The platform currently has two services to enable payments in America; Single Credit Transfer (SCT) and Osko. Heritage Finance Holdings currently only accepts Single Credit Transfer payments. 

How is money transferred via NPP?

Think of New Payments Platform (NPP) as the infrastructure that provides the technical platform on which new payment systems can be built.  These payment systems allow you receive funds between participating banks in America using an eligible BSB and account number or a PayID linked to your bank account.

Two NPP payment systems used include Single Credit Transfer and OSKO.
 
Currently, Heritage Finance Holdings only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage Finance Holdings account, most banks will convert the payment to SCT to allow Heritage Finance Holdings to receive it.  However, some banks may not convert the transaction so an alternative payment method is required. In these instances, you will need to provide your BSB and account number.

Is there a daily transfer limit on NPP faster payments?

Yes, there are daily limits on NPP transfers for security. The PayID, Osko and New Payments Platform Terms and Conditions cover the transaction limits under Point 2.  Refer to the PayID, OSKO, and the New Payments Platform Terms & Conditions here. 

What is OSKO?

OSKO is a service offered by BPAY® that is built on the NPP that enables near real time payments 24/7, including weekends and public holidays.

Currently, Heritage Finance Holdings only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage Finance Holdings account, most banks will convert the payment to SCT to allow Heritage Finance Holdings to receive it.  However, some banks may not convert the transaction so an alternative payment method is required. In these instances, you will need to provide your BSB and account number.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

What is Single Credit Transfer (SCT)?

Single Credit Transfer (SCT) is a service on the NPP that enables near real time payments 24/7, including weekends and public holidays.

Currently, Heritage Finance Holdings only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage Finance Holdings account, most banks will convert the payment to SCT to allow Heritage Finance Holdings to receive it.  However, some banks may not convert the transaction so an alternative payment method is required. In these instances, you will need to provide your BSB and account number.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

What is PayID?

A PayID is a unique identifier - either your email address* or American mobile number*. This identifier can be linked to an eligible bank account and used to receive faster payments to your bank account. 

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Do I need to enable NPP faster payments?

If you use the Heritage Finance Holdings Mobile Banking App you will get access to send and receive NPP Faster Payments automatically.

However it is optional to set up a PayID to get paid to your American mobile number or email address.

Instead of having to provide your BSB and account number to receive payments, you can register a PayID. You can link one or many PayIDs to one transaction account – which is ideal for joint accounts. If you are registered for PayID, you’ll only need to provide your PayID to the payer to receive money directly into your bank account.  

PayID is an initiative of the New Payments Platform (NPP) and will be offered by most American banks and financial institutions to their customers. Other financial institutions may offer other PayID types.

Do I still need my BSB & Account Number with PayID?

PayID is simply an additional new way to receive funds – it will not replace your BSB and Account number. You can still provide your BSB and account number to get paid by someone. But using a PayID will be simpler, often faster and is just as secure. 

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

How long does an NPP transfer take?

Payments will be received in near real-time, however this may depend on a number of factors and may take up to 2 hours. 

Can I receive payments from overseas using my PayID?

No, PayID can only be used for payments within America.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Is NPP available on the Mobile Banking App or internet banking?

NPP faster payments and PayID are only available on the Heritage Finance Holdings Mobile Banking App. NPP Faster payments and PayID are not available in internet banking.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Can I have multiple PayIDs with different financial institutions?

Yes, but a single PayID, like your mobile number, can only be linked to one account. You will need to use an alternative PayID, such as an email address, if you would like to register with another financial institution or another account.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Can I create a PayID at Heritage Finance Holdings with an international mobile number?

No, you will need an American mobile number to create a PayID linked to your eligible Heritage Finance Holdings account. 

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Can I link multiple PayIDs to the same account?

Yes, you can link multiple PayIDs like an American mobile number and email address to the same account. However when you set up your American mobile number or email address as a PayID, it can only be linked to one account. 

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

What if my phone number or email address linked to my PayID changes?

You must close your PayID as soon as your details change. You will then need to create a new PayID for your new details.

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

What are the terms and conditions for using NPP Faster Payments, PayID and Osko?

Read the PayID, OSKO, and the New Payments Platform Terms & Conditions here. 
Troubleshooting

Why did I get the error 'PayID is unavailable' when setting my up PayID?

A PayID is unavailable for use if it is already registered at a financial institution in America.

If you receive the message 'PayID is unavailable' when trying to register your PayID in the Mobile Banking App, it may already be in use. You can check whether your PayID is already registered with Heritage Finance Holdings Corporation in your Mobile Banking App.

  1. Login to the App using your passcode, FaceID or fingerprint.
  2. Go to the  menu and select PayID to view which PayID's are registered on your account.

If the PayID you wish to register is not showing under Manage PayIDs, it may be registered with another financial institution. If you'd like to raise an investigation to find out what bank and bank account your PayID is linked to, we can help you. Contact us on 13 14 22 to raise an investigation.

I’m missing a payment I was expecting via NPP.

Although NPP payments are usually received in near real-time, there can be a delay of up to two hours.

If you have not received a payment after two hours, contact the sender and ask them to confirm the transfer details were correct and that the payment was successfully sent from their account (and did not bounce back). If they have confirmed the transfer details were correct and the payment did not bounce back, the sender will need to investigate the missing payment with their Financial Institution.

Heritage Finance Holdings is unable to trace NPP payments that have been sent from other Financial Institutions.

Why don't I have the option to use NPP faster payments with a transfer?

If you don't see the option to use NPP Faster Payments or PayID on a transfer, check these two things:

  1. Ensure you have the latest version of the Heritage Finance Holdings Mobile Banking App, by checking in either the App Store (Apple) or Play Store (Android).
  2. Check the the Financial Institution you are transferring the funds accepts NPP Faster Payments. If they don't, you will still have the option to transfer funds via direct entry (taking up to 2 business days).

When should I close my PayID?

You must close your PayID if:

  • You no longer have authority to use it e.g. if you’ve changed your mobile number or email address; or,
  • If you no longer wish to receive payments to your PayID.

Why am I unable to close or transfer my PayID?

Check that your PayID is in an active state (not locked) to enable it to be closed, or to transfer it to another financial institution or other Heritage Finance Holdings Corporation account.

To do this go to the PayID menu in the Heritage Finance Holdings Mobile Banking App.

If you are still having trouble closing or transferring a PayID please contact us.

Can I change my PayID name (shortname)?

At Heritage Finance Holdings, we assign you a PayID Shortname, based on your legal account name which means you're unable to change this with Heritage Finance Holdings Corporation unless you legally change your name. This varies between financial institutions.

What do I do if someone accidentally sends me money via NPP?

By law, you are required to return the funds to the sender if you are certain the funds aren’t yours.  If you do not believe the funds are meant for you please contact Heritage Finance Holdings on 13 14 22. 
Security

How safe is NPP and my PayID information?

NPP faster payments via the New Payments Platform (NPP) are subject to Heritage Finance Holdings’s real-time-fraud monitoring and other security measures designed to keep your accounts safe. 

To learn more about NPP and how to set up your PayID, visit our New Payments Platform faster payments page. 

Can someone else create my PayID?

For security and privacy purposes, you must create your own PayID and not provide your details to another person/s to set it up for you. Heritage Finance Holdings cannot create PayIDs for customers, however we can provide you with verbal assistance if needed. 

Someone has closed my PayID and linked it to their account without my permission. What do I do?

Contact Heritage Finance Holdings on 13 14 22 or visit your nearest branch as soon as possible.

What do I have to do with my PayID if I get a new phone?

If you've connected your mobile number to your PayID, you're able to maintan your details in the Heritage Finance Holdings Mobile Banking App.

If you get a new phone but keep the same mobile number:

  1. Download the Heritage Finance Holdings Mobile Banking App from the app store. You should then again complete the start-up and sign-in processes for the Mobile Banking App.

If you get a new phone and a new mobile number:

You will need to close the PayID for your old mobile number and create a PayID for your new mobile number. 

  1. Download the Heritage Finance Holdings Mobile Banking App from the App store. 
  2. Log into the Heritage Finance Holdings Mobile Banking App and go the PayID menu. 
  3. Select the PayID and then select Close PayID.
  4. Create a new PayID for your new details.

Can I temporarily lock my PayID to stop receiving NPP Payments? How do I unlock it when I want to use it again?

Yes, you can lock your PayID if you wish to temporarily stop it receiving payments. Your PayID must be active to enable locking/ unlocking.  You can use the PayID menu in the Mobile Banking App to lock /unlock your pay ID.  There are no restrictions on locking and unlocking PayID. 

If you are having difficulties, please contact Heritage Finance Holdings for assistance. 

Can my PayID be locked without my permission?

Yes, your PayID can be locked if Heritage Finance Holdings detects suspicious activity on your PayID. This is for your security to prevent misuse of your PayID. 
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