PayID and New Payments Platform (NPP) FAQ's

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. 

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

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.

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. 

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.

To learn more about NPP, visit our New Payments Platform faster payments page. 

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.

To learn more about NPP, visit our New Payments Platform faster payments page. 

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. 

Learn more about PayID

No. If you use the Heritage Mobile Banking App you will get access to send and receive NPP Faster Payments to participating financial institutions automatically.

However it is optional to set up a PayID to get paid to your Australian 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 Australian banks and financial institutions to their customers. Other financial institutions may offer other PayID types.

Learn more about 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. 

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

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

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

NPP faster payments and PayID are only available on the Heritage 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. 

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. 

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

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

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. 

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

You must close your PayID as soon as the email or phone number linked to your PayID changes. You will then need to create a new PayID for your new details.

If you need to update your contact details at Heritage, we're here to help.

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

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

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 Bank 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.

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.

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 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).

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.

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 Bank account.

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

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

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

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. 

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. 

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

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. 

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

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

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

1. Download the Heritage 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 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.

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. 

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.