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Hero Wallet FAQs

Everything you need to know

Cards and wallets

Any existing Employment Hero employee who is an Australian resident 16 years or over. A resident is considered someone who can stay in Australia as a citizen, permanent resident or a valid visa holder (this visa needs to be valid for a minimum of 3 months and allow paid work in Australia). You will need an Australian passport or drivers licence to open an account.
Your Hero Wallet account is fee-less for everything except overseas ATM withdrawals above $500 per month. On the rare occasion where there's an issue with a payment which we need to dispute, we may pass on a processing fee.
At the moment, Apple and Google Pay are not available. However, we are working on it and hope to release this feature soon.
You're free to use your Hero Wallet Visa debit card all around the world where Visa card payments are accepted.
At this time, the Hero Wallet app is only available on smartphones.
To top up your account, please follow the steps below: 1. Go to the ‘My Wallet’ section of the app 2. Click ‘Add money’ 3. Click on ‘Copy your account details’ and 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.
To unfreeze/activate your card, please follow the steps below: - Go to the ‘Cards’ section of the app - Click ‘Activate your card’ - Confirm that you have received your card You are all set!
The Hero Wallet Card and Account are issued by Hay Limited ABN 34 629 037 403 (Hay). Hay have an Australian financial services licence (no. 515459) and adhere 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 hold customer funds for Visa International Settlement purposes. It is important for you to know that Employment Hero is not a bank and our prepaid and debit cards are not protected under the financial claims scheme.
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 equivalent currency. The benefits of using your Employment Hero card for overseas purchases are: - We don't 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 doesn’t add a margin like many of our competitors, so you get a better exchange rate. We’ll shortly be giving you the viability of these rates within our app but in the meantime, you can check them at https://www.visa.com.au/travel-with-visa/exchange-rate-calculator.html
We aim to get your card delivered to you by Australia Post within 7-10 business days, however, due to the current climate with COVID-19 and flooding throughout Australia, delivery times might be impacted by up to 4 weeks. If your card does not arrive within this time frame, please contact the Hero Wallet Help team herowallethelp@employmenthero.com.
The reason we only accept these forms of ID is because they have photos. For enhanced security and to better protect our user's accounts, we match the ID photo to a selfie taken during the account opening process.
Many financial institutions support NPP/OSKO payments but are 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. This is due to 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 didn't 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.
When you send payments from Employment Hero to another bank, we'll 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'll 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 don't have oversight of the dates or times for when the payments will arrive.

General

Currently, we offer customers a Hero Wallet Visa Debit Card. A card that’s linked to your Employment Hero app and Employment Hero account which is a digital transaction account that represents your available balance, but is not a bank account.
You can contact the Hero Wallet Help team through email herowallethelp@employmenthero.com. Our operating hours are 8:30am - 5:30pm from Monday to Friday.
If you have a complaint or dispute relating to our products or the financial services we provide, please contact the Hero Wallet Help team herowallethelp@employmenthero.com.
Currently any Apple device with iOS 10.0 or newer, or an Android device with version 6.0 Marshmallow or newer.
You can report bugs, issues and suggestions directly through the app. Just go to Settings and click on ‘Help’, then ‘Email’ or ‘Report a bug’.
Any existing Employment Hero employee who is an Australian resident 16 years or over. A resident is considered someone who can stay in Australia as a citizen, permanent resident or a valid visa holder (this visa needs to be valid for a minimum of 3 months and allow paid work in Australia). You will need an Australian passport or drivers licence to open an account.
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