NPP Faster Payments FAQ's

New Payments Platform (NPP) and PayID Explained 

General FAQ's

What is NPP?

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

How is the money transferred?

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 Australia 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 only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage account, most banks will convert the payment to SCT to allow Heritage 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 (instead of your PayID) to receive the payment via NPP.

Is there a limit for transferring funds via NPP faster payments?

The NPP Terms and Conditions cover the transaction limits under Point 2.  Refer to the NPP Terms and Conditions here. 

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 only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage account, most banks will convert the payment to SCT to allow Heritage 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 (instead of your PayID) to receive the payment via NPP.

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 only accepts NPP Single Credit Transfers (SCT). If someone sends a NPP OSKO payment to your Heritage account, most banks will convert the payment to SCT to allow Heritage 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 (instead of your PayID) to receive the payment via NPP.

What is PayID?

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

 

Do I need to do anything to be able to receive NPP faster payments?

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 Australian banks and financial institutions to their customers. Other financial institutions may offer other PayID types.

With PayID does this mean I won’t need to use a BSB and account number anymore to receive and send funds anymore?

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.

How long does a payment take to be received by me after someone sends me money via NPP?

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 Australia.

Is NPP available on Mobile Banking App or internet banking (Heritage Online)?

NPP faster payments are only available on the Heritage Mobile Banking App.

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.

Can I create a PayID at Heritage if I have an international mobile number?

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

Can I link multiple PayIDs to the same account?

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

What if my phone number or email address 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.
Troubleshooting FAQ's

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

I do not have the option to use NPP faster payments with a payment I am making.

Ensure you have the latest version of the Heritage App, by checking in either the App Store (Apple) or Play Store (Android).

If your App is up to date, the Financial Institution you are transferring the funds to may not accept NPP payments. 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 my PayID?

Check that your PayID is in an active state (not locked) to enable it to be closed.

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

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

Why am I unable to transfer my PayID?

Check that your PayID is in an active state (not locked) to transfer it to another financial institution or other Heritage Bank account.

To do this go to the PayID menu in the app.

If you are still having trouble please call us on 13 14 22 or visit your nearest branch for assistance. 

When I transfer my PayID, do I have to keep the PayID Shortname details or can I change this?

At Heritage, we assign you a PayID Shortname, based on your legal account name. This varies between financial institutions.

What if someone accidentally sends me money meant for someone else?

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 on 13 14 22. 
Security FAQ's

How safe is NPP and my PayID information?

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

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 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 on 13 14 22 or visit your nearest branch as soon as possible.

What do I do if I get a new phone?

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

Download the Heritage Bank 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 Bank Mobile Banking App from the App store. 
  2. Log into the Heritage 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 for assistance. 

Can my PayID be locked without my permission?

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

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