Please select your preferred region.
×
Please select your preferred region.
×

Personal FAQs

Everything you need to know as an employee using the Employment Hero app

Hero Wallet

Currently, we offer customers a Hero Wallet digital transaction account that represents your available balance, but is not a bank account. We also offer a Visa debit card that’s linked to your Hero Wallet digital transaction account.

An Australian resident who is 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.

You can contact the Hero Wallet Help team via the Employment Hero app:

  • Go to the ‘Personal’ section of the app
  • Go to the ‘Support’ tab
  • Select ‘Help’ then ‘Contact us’

You can also contact us through email at herowallethelp@employmenthero.com. Our operating hours are 8:30am – 5:30pm AEST from Monday to Friday.

Currently any Apple device with iOS 10.0 or newer, or an Android device with version 6.0 Marshmallow or newer.

Your Hero Wallet account is fee-less for everything except overseas ATM withdrawals above $500 per month. Where you withdraw more than $500 in a month, a fee of 1.5% of the withdrawal amount (in excess of the $500) applies. ATM operator fees may apply. On the rare occasion where there’s an issue with a payment which we need to dispute, we may pass on a processing fee. There is an InstaPay fee of $4 per withdrawal of your pay into your bank account (from 17 October 2022).

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 your Hero Wallet is not protected under the financial claims scheme.

You can use your Hero Wallet Visa debit card all around the world where Visa card payments are accepted. Fees may apply.

As Hero Wallet is a new product, we only accept Australian drivers licences and Australian passports. This will change as we further develop the product and we look forward to adding further identification types in the future.

At this time, the Employment Hero app is only available on smartphones, however instant push notifications and payments can be accessed through Apple Pay and Google Pay on compatible wearable devices.

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 debit 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 visa.com.au

To activate your card, please follow the steps below:

  1. Go to the ‘Wallet’ tab in the ‘Personal’ section of the app
  2. Go to ‘Debit card’
  3. Press ‘Activate card’
  4. Confirm that you have received your card via mail

You’re all set!

To top up your account, please follow the steps below:

  • Go to the ‘Wallet’ tab in the ‘Personal’ section of the app
  • Press the account details that appear below your account balance
  • Share or copy your account details
  • 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.

Yes, you sure can! 📲 Say hello to Apple Pay and Google Pay. 🙌

Add your Hero Wallet Visa debit card to Apple Pay or Google Pay in your Employment Hero app or on your device in your digital wallet section:

  • Go to the ‘Wallet’ tab in the ‘Personal’ section of the app
  • Go to ‘Debit card’
  • Then tap on ‘Add card to Apple/Google Wallet’
  • Follow the prompts to add Hero Wallet Visa debit card to your digital wallet

If you experience any issues, you can contact support via the app.

We aim to get your Hero Wallet Visa debit card delivered to your postal address via Australia Post within 7-10 business days, however, due to the current climate with COVID-19, delivery times might be impacted. If your card does not arrive within this time frame, please contact the Hero Wallet Help team via the app.

Many financial institutions support NPP/OSKO payments but speed is 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 your Hero Wallet transaction account 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.

Pay Stream lets you choose how and where you would like to stream your salary. Get paid into your Hero Wallet account or split your pay into multiple bank accounts.

To stream your salary just;

  1. Go to the Personal tab
  2. Tap Wallet
  3. Tap ‘Pay Stream’
  4. Tap ‘Let’s stream’
  5. Select how much you would like to deposit into your new Hero Wallet

Please make sure you then update any direct debits or associated recurring payments. You can also add a new bank account in Employment Hero via the web under Profile > Banking details.

You can have your pay go into one bank account or multiple accounts.

Currently you can’t add another bank account to your Employment Hero profile via the Employment Hero app, so you’ll need to login to the Employment Hero website to add another bank account.

To add a new bank account to your Employment Hero profile;

  1. Login to the Employment Hero website using your email address and password
  2. Click on ‘Profile’ in the left menu.
  3. Then select ‘Banking Details’ on the submenu on the page.
  4. Click on the green ‘Add New’ button under the ‘Banking Details’ heading
  5. Add in your name, BSB, & Account number and then select the percentage of your pay that you’d like to go into the new account.

The Hero Wallet Account and Hero Wallet Debit Card have limits for each of the payment types. These are outlined below.

Feature Limit
Max account balance
Maximum balance that can be held in an account.
$50,000 – At any time
Bank transfer in
All channels that allow funds to be transferred to the user account (DE, NPP/Osko, Visa Direct).
$25,000 in 24-hour period
Bank transfer out
All channels that allow funds to be transferred out of an account to another bank account (DE, NPP/Osko).
$5,000 in 24-hour period
Max all EH card transactions daily Visa Out (incl. Apple/Google Pay)
Total amount of payments that can be made using a card (all channels – present, not present, wallets)
$10,000 daily (in line with Visa processing cut off times)
Outgoing Direct Debits – OFI initiated
Total amount of funds that can be withdrawn from an account by Direct Debit. This is for cash going out of the account only.
$2,000 in 24-hour period
ATM withdrawal
ATM cash withdrawal usage of card
Domestic: $500 daily (in line with Visa processing cut off times).
International: $500 per month fee-free.

You can report bugs, issues and suggestions directly through the app.

For bugs: Go to Support > Help > Report a bug

For comments/suggestions: Go to Support > Help > Contact us > Wallet enquiry

If you have a complaint or dispute relating to the Hero Wallet or the financial services  provided to you, please follow the below procedure:

Complaints Steps
Step 1
Contact Employment Hero in the first instance via:
The Employment Hero app:

  • Go to the ‘Personal’ section of the app
  • Go to the ‘Support’ tab
  • Select ‘Help’ then ‘Contact us’, then Complaints.
  • You can also email herowalletcomplaints@employmenthero.com Please provide a full explanation of your complaint. The Employment Hero (EH) team may request further details from you about the complaint. The EH team will seek to resolve the complaint immediately, or by no later than 5 business days after receiving your complaint directly or from Employment Hero.
Step 2
If you are not happy with the outcome, you may request that Hay’s customer advocate review your complaint and Hay’s proposed resolutions. The customer advocate may contact you for more information. The customer advocate will contact you with their decision.

Step 3
If you are still not satisfied with the decision or Employment Hero or Hay do not respond to you within 30 days after you make the initial complaint to Hay, you can contact Hay’s external dispute resolution provider, Australian Financial Complaints Authority (AFCA).
AFCA’s details are:
Australian Financial Complaints Authority

  • Website: afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO, Box 3, Melbourne VIC 3001

 

Apple Pay

To add your card to Apple Pay.

  1. Sign into the Employment Hero app.
  2. Tap ‘Wallet’ and ‘Hero Wallet Card’.
  3. Add to Apple Wallet.

Alternatively you can add a card in the Wallet on your iPhone.

  1. On your iPhone in the Wallet app, tap the Add button +.
  2. Tap Debit or Credit Card to add a new card.
  3. Tap Continue.
  4. Follow the steps on the screen to add a new card.
  5. Verify your information with your bank or card issuer. They might ask you to provide more information or to download an app before approving your card for use with Apple Pay.
  6. If you have a paired Apple Watch, you have the option to also add the card to your watch.
  1. On your paired iPhone, open the Apple Watch app.
  2. In the My Watch tab, tap Wallet & Apple Pay.
  3. Tap Add Card. Tap Debit or Credit Card to add a new card. Tap Previous Card to add a card that you used previously.
  4. Tap Continue.
  5. Follow the steps on the screen to add your card.
  6. If necessary, verify your information with the bank or card issuer. They might ask you to provide more information or to download an app before approving your card for use with Apple Pay.
  1. Open Wallet settings on your device.
    On your Mac model with Touch ID, go to System Preferences > Wallet & Apple Pay.
    On your iPad, go to Settings > Wallet & Apple Pay.
  2. Tap Add Card.
  3. Follow the steps on the screen to add a card.
  4. Verify your information with your bank or card issuer. They might ask you to provide information.

On Mac models without built-in Touch ID, you can complete your purchase using Apple Pay on your compatible iPhone or Apple Watch: On your iPhone, go to Settings > Wallet & Apple Pay and turn on Allow Payments on Mac.

Google Pay

Yes, you sure can! 📲 Say hello to Apple Pay and Google Pay. 🙌

Add your Hero Wallet Visa debit card to Apple Pay or Google Pay in your Employment Hero app or on your device in your digital wallet section:

  • Go to the ‘Wallet’ tab in the ‘Personal’ section of the app
  • Go to ‘Debit card’
  • Then tap on ‘Add card to Apple/Google Wallet’
  • Follow the prompts to add Hero Wallet Visa debit card to your digital wallet

If you experience any issues, you can contact support via the app.

On your mobile device

  1. Open the Google Wallet app .
  2. At the bottom, tap Add to Wallet .
  3. Tap Payment card. Any cards you saved to your Google Account are shown.
  4. Tap New credit or debit card. To add a card, use your camera or tap Enter details manually.
  5. At the bottom, tap Save.
  6. Read the Issuer Terms and tap Accept.
  7. If you’re asked to verify your payment method, choose an option from the list.

After this step, you should get a message that your card was added and is ready to make contactless payments in stores, online, or in apps where Google Pay is accepted.

After you add a card, you might find a small transaction on your account from Google Wallet. This transaction checks that your card and account are valid. This transaction will soon disappear and doesn’t affect your balance.

InstaPay

InstaPay allows you to access your money as you earn it and make your money work for you and your needs. No more waiting for payday. InstaPay is available to employees of an organisation that uses the Employment Hero payroll platform, and can be accessed by employees via the Employment Hero app only. Any wages withdrawn in advance of pay day via InstaPay will then be deducted from your next pay. InstaPay is not a credit product and does not incur interest or late fees. There is just one small fee of $4 per InstaPay transaction (from 17 October 2022).

Disclaimer: Make sure you have enough money for your financial obligations. Employment Hero is not liable for any loss or potential or actual financial hardship suffered as a result of accessing your pay early.

To use InstaPay just;

  1. Go to the Personal tab
  2. Tap Income
  3. Tap InstaPay tile
  4. View the available balance you have ready and waiting for you
  5. Tap ‘Get InstaPay’
  6. Select and enter how much of your wage you want to have on-hand
  7. Agree to the fee (don’t worry, there’s no interest!)
  8. Give the green light to put your wages in your wallet.

50% of your unpaid net pay owed is eligible for InstaPay, with a weekly withdrawal limit of $250. The minimum withdrawal amount per transaction is $100. InstaPay will show as a payslip deduction on your next payslip.

If InstaPay is currently unavailable, this could be for the following reasons:

  • You’re about to leave your current position.
  • You’ve currently taken leave this pay period.
  • You haven’t worked 3 consecutive pay periods.
  • Your organisation you belong too does not have it enabled.
  • Your organisation is not using EH payroll.
  • You have not accrued any income during your current pay cycle.

The InstaPay withdrawal fee is $4 per transaction (from 17 October 2022).

No, you get early access to your own earned wages without the need to use credit cards, BNPL or loans. There is no interest or late fees for using InstaPay. There is just one small fee of $4 per transaction to use InstaPay.

If an employee has a termination date entered into the Employment Hero payroll system, InstaPay will be disabled.

No admin is required by payroll managers. Any InstaPay withdrawals are automatically deducted by Employment Hero from the next pay cycle.

No. 50% of your unpaid net pay owed is eligible for InstaPay, with a weekly withdrawal limit of $250. For permanent employees, your InstaPay balance is based on accrued entitlements from hours already worked. For casuals, InstaPay is only available for hours actually worked and approved by your employer. 

No. You can only access money that you have earned and there is a limit of $250 per week for InstaPay withdrawals.

Users of InstaPay are responsible for managing and budgeting their money, and should note that any wages withdrawn in advance of pay day via InstaPay will then be deducted at the time of your next pay, resulting in a reduced pay packet.

InstaPay allows you to stream your money as you earn it and make your money work for you. InstaPay withdrawals could be used for;

  • Managing bills
  • Emergency spending
  • Investing
  • Improving budgeting
  • Unplanned expenses
  • Avoiding credit products and associated interest

InstaPay payments in a pay period will be deducted from your bank account in that pay period’s pay run. You will see the transaction reflected on your payslip as a deduction, with a reference number that corresponds to the InstaPay order number in your InstaPay history.

InstaPay ‘Available funds’ is an estimated total amount of money eligible for withdrawal, based on the amount of time you have worked, but have not yet been paid for in the current pay period. For salaried employees, InstaPay available is calculated as a proportion of your salary for the total number of days worked in the pay period.

Payment time estimate Big Four Banks Non Big 4 Banks
Banking hrs: 9am-5pm Monday-Friday 3-6 hours 4-6 hours
Non-banking hrs: Anytime after 5pm and weekends Next business day Next business day

 

Submit a request via the Employment Hero Helpdesk. Get in touch with us here 

Discounts store

You will be able to pay with InstaPay in the mobile app soon – it’s available in the Employment Hero web portal now.

You will be able to pay with Hero Dollars in the mobile app soon – it’s available in the Employment Hero web portal now.

We’re all about saving you money, but sometimes fees are inevitable. We’re working to get the card surcharge as low as possible. The card fee is currently 1.5%, and from the 17th October 2022 the fee will be reduced to 0.99% There is no surcharge when you pay with InstaPay or Hero Dollars.

It can take time for all of our systems to talk to one another. Once we’ve processed your payment we’ll send you an update via email with a link to your purchase.

If it’s your first time shopping with us we need to check that your card really exists. We put a temporary hold on $1 to complete this. The hold is normally released in a day or two.

We do not offer refunds on gift cards. Please choose carefully.

You can view your purchase history in the Employment Hero web portal under Benefits. We’re bringing this feature to mobile soon.

All gift cards in the Discounts store are digital and delivered electronically. Once the payment is successfully processed we’ll email you with a link to retrieve your gift card. You’ll be able to retrieve your gift cards within the app soon.

Submit a request via the Employment Hero Helpdesk. Get in touch with us here 

Explore by industry