Managing Your Swag Spend Account

A Swag Spend Account lets you easily send and receive money, pay bills, and even split your salary into different bank accounts.

This article contains:


Managing your account

What is the InstaPay feature and how do I use it?
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 an HRIS and Payroll Connection, and is accessed by employees via the Swag app only. Read more about InstaPay, and see if you are eligible.
There are 2 versions of InstaPay - InstaPay Now, in which you can access up to $1,000 per week of your already-earned pay, and InstaPay Daily, which is a subscription in which you can access up to $150 daily. 
What is the Pay Split feature and how do I use it?

Pay Split lets you choose where and how to split your salary. You can choose to process your payment into your Swag Spend Account or split your pay into multiple bank accounts.

Before choosing to split your salary, check with your payroll administrators to find out if they have a cut-off date for any salary payment changes. Read more about Pay Split.

How do I add another bank account to my Swag profile to split my salary into multiple accounts?

You can have your pay go into one bank account or multiple accounts. Currently, you cannot add another bank account to your Swag profile via the Swag app, so you will need to login to your employer's HRIS connection to add another bank account.

Will my Hero Wallet Visa debit card still work?

Yes, your current Hero Wallet Visa Debit card will still work as usual after the Swag rebrand.

Moving your money

How do I add funds to my card?

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

  1. Log in to the Swag app.
  2. Tap the Money icon.
    screenshot of where to tap on the money icon in the swag dashboard
  3. Underneath your Swag Spend account balance, you will see your BSB number and account number.
  4. Tap on the Share icon to share the BSB and account number to another device.
    screenshot of where to tap on share bsb and account number
  5. Transfer funds from another bank account to your Swag Spend account via the BSB and account number that you have just shared.

Swag 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.

How do I send money from my Swag account?

To send money to another bank account from your Swag Spend Account, follow the steps below:

  1. Log into the Swag app.
  2. Tap the Money icon.
    screenshot of where to tap on the money icon in the swag dashboard
  3. Tap on Payments.
    screenshot of where to tap on payments
  4. Tap on Pay Someone.
    screenshot of where to tap on pay someone
  5. Choose from your saved payees, or tap on the plus sign to add the Account name, BSB and Account number, then tap Next.
    screenshot of where to add the bsb account name and number, then tap next
  6. Add the Amount you want to send, the Description and the Reference (optional), then Tap Next.
    screenshot of where to add how much money you want to send, the description and reference (optional) then tap send
  7. In When do you want to send? choose Now, Later or Recurring.
    screenshot of where to when to send the money, then tap next
  8. Ensure that the details are correct, then tap Confirm.
    screenshot of where to confirm the payment details, then tap confirm
  9. Payment sent will display to confirm that the payment was successful. Tap Done to return to the Swag Spend account.
    screenshot of where to tap done to go back to the swag spend account screen
I have accidentally sent funds to the wrong person. What can I do?

Contact ‌the Swag Spend Account support team via this link. 

Using your devices

Can I use my Swag Spend Account Visa card with Apple Pay or Google Pay?

You can use your Swag Spend account Visa debit card all around the world where Visa card payments are accepted. Your Swag Spend account is fee-free 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.

Does my Swag app work on wearable devices?

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

Contact and support

How do I dispute a card transaction, mistaken payment, or incorrect payment?

Where you think a transaction is an unauthorised transaction or is otherwise incorrect, please get in touch with us immediately via the Swag app and provide as much information as you can about the relevant transaction so we can investigate further.

There are specific circumstances and time frames where we can claim a refund for a disputed transaction. This means that our ability to investigate a disputed transaction is limited to the time frames imposed by payment service providers and card schemes (like Visa) that we deal with, so it is important to let us know as soon as possible after you become aware of a disputed transaction.

If you have a problem with a purchase made with your Swag Spend account card or a disputed transaction, the first step is to get in touch with the merchant you made the purchase from.

If you cannot resolve the matter with the merchant, contact ‌the Swag Spend account support team via this link. 

If you suspect that the security of your Swag Spend account and or the Swag Spend account card has been compromised, you may want to disable your Swag Spend account and the Swag Spend account Visa debit card to avoid continued unauthorised use.

How do I make a complaint about the Swag Spend Account?
If you have a complaint or dispute about the Swag Spend account or the financial services provided to you, please follow the below procedure:

Step 1

Contact ‌the Swag Spend Account support team via this link. 
Please provide a full explanation of your complaint. The Swag team may ask for further details from you about the complaint. The Swag team will seek to resolve the complaint immediately, or no later than five business days after receiving your complaint directly or from Swag.

Step 2

If you are not happy with the outcome, you may ask for a Hay’s customer advocate to 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.
  • Phone: 1800 080 081
  • Email: complaints@hellohay.co
  • Mail: Hay, P.O. Box 772, Surry Hills, NSW 2010

Step 3

If you are still not satisfied with the decision, or Swag 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:
  • Website: afca.org.au
  • Email: info@afca.org.au
  • Email: Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO, Box 3, Melbourne, VIC 3001
How can I contact the Swag Spend Account help team?

You can contact the Swag Spend account help team via this link. 

Account closure and legal information

What if I want to close my Swag Spend account?

We understand saying goodbye is not easy and we are sorry if we did not meet your expectations. We would love to know how to improve our customer experience for the future. If you could include the reason for closing your Swag Spend account, we would greatly appreciate it.

Contact ‌the Swag Spend Account support team via this link. 

Please ensure that there are no pending payments and that all remaining funds are removed from the account before you request closure. We will then request the closure from the provider.

As a terminated employee, can I still access my Swag Spend account?

Yes, terminated employees can still access their Swag Spend account. Your Swag Spend account is connected to your profile. This means you can access the account as long as you use the correct login details.

To learn more about terminated employee access, please refer to this article: Swag app access for terminated employees.

Where can I find the Swag Spend account Product Disclosure Statement (PDS)?

The PDS is located here.

Where can I find the Swag Spend account Financial Services Guide (FDS)?

The FDS is located here.

Where can I find the Swag Spend account Terms & Conditions?

The Swag Spend Account terms & conditions are located here.

Where can I find the Benefits Terms & Conditions?

 Benefits terms & conditions are here.

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