Each and every member is known as a 'Hiver'.
It takes the teamwork of an entire community of bees to ensure that a hive thrives. And it takes the teamwork and the can-do-spirit of Australia’s essential workers to ensure that our communities continue to thrive too.
Affectionally known as 'Hivers' our members belong to a community of like-minded individuals. And while our members work together to keep society running, our 'Hivers' are essential to making sure our Hive continues to help not just our members, but our communities as well.
We sure are! In fact we're the first digital bank for Australia's essential workers. We’re a bank built for your smartphone so you can bank when and wherever you like!
Hiver is a division of Teachers Mutual Bank Ltd with a full banking licence (ABN 30 087 650 459 AFSL/Australian Credit Licence 238981) which means all our deposits are guaranteed up to $250,000 per member per institution through the Australian Government’s Financial Claims Scheme. You can find out more about the FCS here.
Hiver is a mutual bank, and that means we're owned by our members.
Did you know over 4.5 million Australians are members of mutual banks, credit unions and building societies¹. We have worked closely with Customer Owned Banking Association (COBA), to develop the Customer Owned Banking Code of Practice. You can read more about the Code of Practice here.
We take our social responsibility very seriously! We apply strict social responsibility criteria when it comes to investing and lending our members’ money. This provides our members with the peace of mind that their investment or loan is not being used to fund harmful industries.
We don't lend to or invest in sectors that harm our society or our world, including alcohol, armaments, correctional facilities, cryptocurrency, deforestation or gross environmental degradation, fossil fuels, gambling, military activities, political activities, pornography, slavery, tobacco, or uranium.
Your community, family and future matter most, that’s why we invest part of our profits back into creating better products and services for every single Hiver, and into the essential worker community.
Find out more about how Hiver is giving back to the essential worker community.
To become a Hiver, you must:
- Be an Australian citizen
- Be employed in Education, Emergency Services or Health Sectors, OR be studying at or have graduated from an Australian University, OR be an immediate family of a Hiver member.
- Be 18 years or over
- Have a current Australian Drivers Licence or Passport
- Not currently have an account with Firefighters Mutual Bank, Health Professionals Bank, Teachers Mutual Bank or UniBank
More details can be found on our Who can join page.
It's easy! To get a Hiver account on your mobile in minutes, simply download the Hiver app from the App Store for iOS or Google Play for Android and follow the instructions. You'll need to meet the membership eligibility criteria and accept our terms and conditions before you can join the Hive.
Don’t panic! We’ve pulled together some handy tips and tricks to help you verify your identity.
- Use your legal name
One of the most common problems is when people use their nicknames e.g. 'Mike' for 'Michael. In order for us to successfully verify you, the name you use during the sign-up process must exactly match the name printed on your government identification. Our system then verifies your identity through 25+ Australian databases.
- Check your ID hasn't expired
The ID you are using must be current. We will not be able to successfully verify you if you're using an expired ID.
- Check your residential address is correct. You must select the correct address that appears in the drop-down instead of filling in the field manually.
- If your residential address includes a unit or lot number, double check it’s included.
- If you have moved recently, make sure your address is updated on your ID and official government records, such as the Electoral Roll. And remember, you’ll need to provide your residential address as we cannot accept PO boxes.
If you're still unable to join successfully, please send an email to [email protected] with the full name you entered into the application and we'll take a closer look.
Not at all. You’ll just need to be an Australian citizen and provide your overseas Taxpayer Identification Number (TIN) during sign up. You must provide your TIN to be able to proceed with the application.
Absolutely. Who wants to wait for their physical card anymore?
As soon as you're successfully a Hiver member and you login for the first time, you'll be prompted to set a new PIN for your digital card so that you can add it to your mobile wallet and start transacting instantly. You'll also be able to make OSKO payments, make EFT & Bpay transfers as well as setting up direct debits from day 1.
Hiver's BSB is 812-812.
Your member number (the number you received in your welcome email) also acts as your account number. When you want to deposit money into your Hiver Everyday account from another financial institution, enter the BSB and in the 'account number' field, enter your Hiver member number.
You can find your member number on the welcome email you received when you first joined Hiver. Your member number is also the number you use to login to Internet Banking.
If you're having trouble finding your member number, send us a message in the Hiver app and we'll be able to provide it to you.
Your Hiver Visa debit card will be on its way within 48 hours and depending on postal services, should arrive within 7 business days. Your card will be sent to the address you have listed in 'My Details' in the Hiver App.
At Hiver, sustainable practices are built in, not bolted on. Each and every Hiver will receive an 82% recycled Visa debit card. Visa debit cards give you the convenience and security to make purchases, pay bills, or get cash from over 2 million ATMs worldwide.
After successfully becoming a member of Hiver and logging in for the first time you will be prompted to set a PIN for your card. By setting a PIN for your digital card, you will also activate your card. It's that easy!
After successfully becoming a member of Hiver and logging in for the first time you will be prompted to set a PIN for your card. By setting a PIN for your digital card, you will also activate your card.
If you experience any issues, you can always click on the 'cards' section in the Hiver app, then select 'Change PIN'. Enter your new PIN and then re-enter it again to confirm and tap 'Continue' to save your new PIN.
There are no minimum or maximum balances on your Hiver accounts. It's important to note that the Government Guarantee of $250,000 applies at a customer level (per member per financial institution), not an account level. You can read all about the financial claims scheme here.
You can take money out of any ATM in Australia and overseas with your Hiver Visa debit card with no additional fees.
Although Hiver does not charge ATM fees, we do not control the fees charged by any other financial institution or independent ATM operator. You should see an ATM screen message telling you how much the transaction fee will be. You will have the option to cancel the transaction before you are charged the fee.
You sure can.
Use your Visa debit card in store or on your smart phone (Digital wallet) if you have it set up, to pay for goods and services by tapping or swiping and entering your PIN.
EFTPOS & Visa Debit transactions are limited to the amount of money in your account at the time of your transaction.
There is currently a $1,000 daily cash limit for ATM withdrawals.
If you need to increase your card limit (maximum of $2,000 per card per day), you can send us an in-app message and we'll be happy to help.
Our Everyday account is only for a single account owner, so at the moment we can only offer a single card on each account. A single card reduces the risk of unauthorised transactions, helping to keep your money safe.
Nope. We don't have any ATM fees on the use of Australian or International ATMs. How good's that!
Although Hiver doesn't charge ATM fees, we don't control the fees charged by any other financial institution or independent ATM operator. You should see an ATM screen message telling you how much the transaction fee will be. You will have the option to cancel the transaction before you are charged the fee.
You can put a temporary lock on your card from your Hiver app. Tap on the card icon at the bottom of the screen, you will see 'Lock card' in the middle of the screen. Swipe right to lock it and swipe left to unlock it. It's really that easy!
In the extremely rare case that the app is undergoing maintenance, you can call 1800 044 837.
Simple! Open your Hiver app, click on the 'cards' at the bottom of the screen, click on 'Need help with your card?' then select one of the options and follow the prompts.
In the extremely rare case that the app is undergoing maintenance, you can call 1800 044 837.
Once you advise us that your card has been lost or stolen and you order a replacement, we will instantly cancel your original card and a new card will be ordered. Your new card details will also be reflected in the 'cards' section of the mobile app instantly for you to set a new PIN and add to your mobile wallet to begin transacting.
You can order a replacement card at the same time you report a lost, stolen or damaged card.
In the Hiver app, tap 'cards' at the bottom of the screen, tap on 'Need help with your card?' then select one of the options and follow the prompts. You should first make sure that your postal address is correct in the 'My details' section of the Hiver app.
Yes, 6 monthly statements will be available. You can view your 6 monthly statements by clicking on 'statements' in the 'accounts' section of the Hiver app. Then simply follow the prompts. You can also view your Transaction History and filter by setting a date range.
Anytime you want to create a custom report of your transaction history, simply follow these four steps:
1. Log into Internet Banking
2. Go to the 'Account Activity' menu
3. Select 'Transactions History'
4. Choose your date range and what accounts you'd like to see, then select 'Display'
If you don't provide us with your tax file number (TFN), we will need to withhold tax from your interest at the highest marginal tax rate. You can claim a credit for the amount of tax withheld when you lodge your tax return. Remember you can always provide your TFN by sending us a message in the Hiver app.
You can send us a quick message in the Hiver app asking to close the account. Remember to include the exact name of the account so that we close the correct one.
We'll be sad to see you go but if you wish to close all of your Hiver accounts, you can send us a message through the Hiver app letting us know you'd like to close your membership and all of your accounts.
You will need to provide us with a BSB number and account number so that we can refund your $10 membership share.
Before we can close your membership, here are some things you should consider –
- Transfer all of your funds to another bank account.
- Stop using your card as it may delay closing your account.
- If the account is overdrawn or you still have money owing on any loans, you will need to deposit funds to cover the outstanding overdrawn amount and, where applicable, repay all your credit loans. This must be done before we can close your account.
- Review your transaction listing or statements via Internet Banking to determine which service provider/s you will need to notify of your updated bank account details, such as direct credits for payroll or deductions for insurance policies.
- If you have any direct credits allocated into your account/s, you will need to promptly notify the organisation so that they can stop their payments into your account.
- For any recurring payments you have set up using your debit card number and expiry date, remember to contact the merchant or service provider directly to update your payment details.
- For any direct debits linked to your account/s using your BSB and account number, ensure you promptly update your bank account details with the service provider/s so that they can stop drawing their service fees from your closed account. Any direct debits received after your account has been closed will be dishonoured.
- If you wish to cancel any of your direct debits or recurring payments, please see How do I cancel a recurring payment? for more info.
- If you require copies of statements please ensure you download them prior to termination taking effect.
It's easy! First thing you need to do is make sure you update your drivers licence and/or passport with your new name.
Then simply send us an in-app message letting us know the following details so that we can verify you electronically:
For driver licences, we will need:
- Full name as it is shown on your licence
- Driver licence number
- Issuing state e.g. NSW, QLD, VIC
- Address (only if it has changed)
For passports, we will need:
- Full name as it is shown on your passport including any other given names
- Passport number
- Issuing country e.g. Australia
By sending us your new details, you'll be confirming that:
- You are authorised to provide those personal details; and
- You consent to your personal information being checked with the document issuer or official record holder via third party systems and services for the purposes of confirming your identity.
We'll then electronically verify your new details and update your account if it's successfully verified.
We'll also organise a new card for you with your new name on it. You can keep using your existing card until your new one arrives.
Among all the important things to take care of, sorting through bank matters is another thing that should be added to the list. If you find yourself in this situation there are a number of ways we may be able to assist you, please get in touch with us by emailing [email protected].bank.
Not right now. Our Hiver account is only for a single account owner which reduces the risk of unauthorised transactions, helping to keep your money safe. Be sure to keep an eye on our roadmap for any upcoming changes.
When you open a Hiver account, you become a shareholder/owner of the bank. Your $10 share means you’re not just a member, you’re also a shareholder who benefits from our profits when they're reinvested into more competitive rates, lower fees and award winning products and services. Hopefully it won't happen, but if you decide to close your Hiver account, the $10 will be refunded to you.
To say thank you for becoming a Hiver and to get you started banking with us, we are providing all new members with this $10 credit. Welcome to the Hive!
Effective Saturday, 27 August 2022 the 5% cash back offer has been withdrawn from market for all new Members who join from that date.
Existing Members who joined on or before 26 August 2022 will continue to enjoy 5% cash back until 5pm EST Wednesday, 7 September 2022 for everyday essential purchases.
A recurring payment is when you give your Visa card details (using your card number and expiry date) to allow a merchant or service provider to make regular scheduled payments.
A direct debit is an automatic transaction that transfers money from your eligible transaction account (using your BSB and account number) to another account on a periodical basis.
If you've set up a recurring payment with a third party provider using your Visa debit card details, you'll need to contact the provider to request cancellation of the payment.
Your Hiver Everyday account has a BSB and Account Number like any other bank account in Australia. You can use these details to transfer money from your current financial institution.
You can also setup your phone number or email address as a 'PayID' and send money to your Hiver account almost instantly using 'Osko'.
It's simple! In the Hiver app follow these steps:
- Press on the '$ Pay' icon on the bottom of the screen
- Tap 'Manage PayIDs'
- Tap 'Set up' then select PayID from the 'Choose contact option' list
- Press save
Once you’ve set up your PayID, instead of sharing your BSB and account number with your friends, simply let them know your PayID and you’ll receive the money instantly into your chosen account.
Remember if you've already set up a PayID using your phone number or email with another financial institution you'll need to remove those so you can use your details with Hiver.
As we’ve got a new BSB, it’s possible that the organisation you are dealing with hasn’t updated their systems yet (yes, this happens). Please contact and discuss this with them.
Lucky you! If you're travelling overseas, it's always safest to tell us your travel plans so we can keep an eye on any irregular transactions. Let us know your plans by navigating to 'Settings & security' in the Hiver app and tapping on 'Overseas travel'.
After following the prompts to Internet Banking, go to the 'self service' menu and select 'Travel overseas' then fill in the requested details.
Absolutely! You are able to setup direct debits and make EFT, BPAY and OSKO payments directly from your Saver account.
Remember that in order to unlock the Bonus Saver rate, you can only make 1x withdrawal from your Saver account each month. If you need to make more than 1x withdrawal, you'll still receive a competitive savings rate.
You have a daily electronic funds transfer limit of $5,000. If you need to change your limit, you can follow these simple steps:
- In the Hiver app, navigate to 'Settings & security' and tap 'Payment limits'
- Log in to Internet Banking.
- Select ‘Change Daily Transfer Limit’ in the Self Service menu.
- Select the account and choose your preferred limit up to $50,000.
- Limits are increased temporarily for three days. If you wish to increase your limit permanently select the box ‘Retain the proposed daily transfer limit for an extended period’.
- Select ‘Submit’.
If you need to transfer over $50,000, send us a message in the Hiver app and we'll be happy to help.
Hiver supports PayID and Osko for near-instant payments to and from your account. Payments should be processed almost instantly, but sometimes it depends on the other financial institution and whether or not they support Osko.
Using the standard 'Pay Anyone' capability of traditional banks with BSB and Account Number, it can take up to 1-2 business days, depending on the other institutions’ processing times.
If you've used an incorrect account number that doesn't register as valid, your funds will be returned to your account by the financial institution you sent them to. You should receive the funds within the same amount of time as a valid transaction (i.e. one business day, based on cut off times).
If you've chosen a valid account number but not the right account number of your intended recipient (or you've just changed your mind), you'll need to contact us using the messaging feature in the Hiver app to try and recover your funds. However, there's no guarantee that they can be recovered, so it's always a good idea to double check that the details are correct before hitting send.
You'll need to provide us with the details of the original 'Pay Anyone' payment (i.e. BSB, Account Number, Account Name, and Description) as well as the date and time of the request. There is more information in the Conditions of use - Account and access.
Please be aware that the time taken to recover these funds depends on the financial institution you sent them to.
Absolutely! In the Hiver app simply tap '$ Pay' at the bottom of the screen, then select the 'Recurring pay' option instead of 'Pay now' and follow the prompts.
You sure can! There are two ways you can do this:
- BSB and 9 digit account number (your 9 digit account number can be found on your financial statement)
If you've given a third party provider (such as your internet provider) your BSB and account number so they can direct debit your account and you no longer want this to happen, please send us an in-app message via the Hiver app. We'll then be able to promptly remove the direct debit.
We will not charge you a fee for cancelling a direct debit facility.
We will not ask or suggest that you raise the direct debit cancellation request directly with the merchant or service provider.
Once we cancel the direct debit for you, it is advisable to also contact the merchant or service provider to inform them that the direct debit has been cancelled, but you don’t have to.
If you tell us you wish to cancel only one of multiple payment arrangements associated with a single direct debit, we will advise you to establish a new facility for the payment arrangements you wish to maintain.
Because we have tight security when it comes to potential fraudulent activity, we need to verify that transfers above this amount are real and intentional.
We'll usually send you an SMS with a number to call to verify your transfer. Once verified, your transfer will be released immediately.
To keep your money protected, this will happen whenever you make a transfer over a certain amount to a new payee.
You certainly can! All you have to do is provide your employer with the Hiver BSB (812 812) and your account number and they can arrange to pay your salary directly into your Hiver account.
PayTo is a new digital payments service you can use to pre-authorise one-off or recurring real-time payments from an eligible bank account to an authorised third party. It’s an alternative to the current direct debit system. PayTo will be live on 17 October 2022.
NPP-enabled banks, building societies, credit unions and payment service providers are expected to support PayTo for their payer customers. Once available, PayTo will roll out progressively from Merchants service providers and other users that have opted to integrate PayTo.
- Merchants will offer PayTo as an alternative payment method for products and services such as subscriptions, online or in-app purchases.
- Businesses may use PayTo to authorise third parties to manage payments on their behalf, such as payroll and accounts payable.
- Third parties such as fintechs and payments service providers may incorporate PayTo into their own service offerings to broaden their capabilities.
A PayTo Agreement is agreed between a Member (Payer) and a business, institution or Merchant (Payment Initiator or Payee). PayTo Agreements can be authorised within a Member’s Internet Banking where they can also pause, resume or cancel a PayTo Agreement.
A real-time funds availability check occurs at the time of a PayTo Payment. If there are insufficient funds, the payment will be rejected and the organisation (Merchant or business) initiating the payment will be notified. The Merchant with the customer, can either arrange an alternate payment method such as cash, cheque or card, or select the option to resubmit a PayTo Payment.
You can cancel a PayTo Agreement just like you can cancel other payment options such as direct debit. However, cancelling a PayTo Agreement does not cancel your contractual obligations.
PayTo is offered as an alternative to the current direct debit system. It can be used for a range of different recurring payment types, including fixed or variable payment amounts and frequencies.
If you have an existing direct debit arrangement with a Merchant or a Payment Initiator, the Merchant or Payment Initiator may choose to create a Payment Agreement for the direct debit arrangement to process payments as PayTo Payments instead of as direct debit payments. If a Merchant or a Payment Initiator does this, you will be notified by them that your future payments will be processed from your account through PayTo and you will then have the option of telling the Merchant or Payment Initiator that you do not consent.
If a direct debit arrangement you have set up using only your member number (instead of either your unique account number or your member number together with your account code e.g. S1) is migrated to PayTo as a Migrated DDR, we will allocate it to any of your accounts that allow PayTo in our discretion and the account the Migrated DDR is set up for may be different than the account the direct debit arrangement was previously set up for. Where this is the case we may change the account we have allocated the Migrated DDR to in our discretion, from time to time, unless you have instructed us to change it to a specific account number (see ‘Amending a Payment Agreement’ in the Conditions of Use - Accounts and access for information about how you can amend the account details in Payment Agreements).
We will investigate your complaint and we may request that you also endeavour to resolve the complaint with the Merchant or business first.
It is not currently possible to transfer a Payment Agreement between accounts with us and accounts with another financial institution. If you want to change a Payment Agreement to an account with another financial institution, you must contact the Merchant to create a new Payment Agreement with the new account details.
An individual’s PayTo Payments are managed online by the account holder. There may be certain circumstances where an authorised signatory can contact the Bank on your behalf.
PayTo Payments can only be initiated from a bank account if a PayTo agreement has been pre-authorised by you, the Member. This authorisation is subject to the same levels of security as other payments and transfers from bank accounts.
PayTo Agreements are authorised via your Internet Banking account. As with all payment methods, you should be alert to scams and not provide your Internet Banking log-in and password details to anyone. When authorising a PayTo Agreement, you are provided with the relevant payment terms by the Merchant or business, so you are aware of what you are authorising.
If you believe that a direct debit was not authorised or is otherwise irregular, you may contact us and we will promptly investigate the issue. You can choose also to contact the merchant or supplier to resolve the matter, but you don't have to.
If you've forgotten your PIN and/or Pattern, you can follow these simple steps:
- Tap 'forgot' at the bottom of the login screen
- Enter your member number and access code (this is what you use to login to internet banking)
- Create a new PIN or Pattern
- If fingerprint or face ID is enabled on your device, you will be asked if you'd like to set this up so you don't need to worry about remembering your PIN and/or Pattern.
You can change your PIN and/or Pattern in the Hiver app by navigating to 'Settings & security'. Swipe down to 'Security options' and tap 'App login', then simply follow the prompts.
No need to panic. If you have your Hiver debit card handy, head to internet banking and press 'reset access code'. You will then be asked for a few simple details including your Hiver debit card number before being able to create a new access code.
If you're unable to create a new access code, send an email with your member number and contact details to [email protected] and we'll be happy to help.
From the Hiver app, follow these simple steps:
- Open the menu and press ‘Settings and Security’
- Then tap on ‘My Settings’
- Under 'Security options' you can turn ‘Biometrics’ (on Android) or 'Touch ID' (on iOS) on or off.
Because we have tight security around device usage, a block may have been temporarily put on your account to protect your funds.
The fastest way to unblock your account is to send your member number and contact details to [email protected] and we'll give you a call asap.
Absolutely. Hiver supports both Touch ID and Face ID. You’ll be prompted to enable Touch ID or Face ID when you first log in to the Hiver app. We don’t advise using this feature if someone else's Face and Touch ID are saved on your device as they will be able to access your banking and perform transactions. You can still use a passcode if you prefer.
You can read more about this feature in our T&Cs.
If you're an Apple user, you will be able to add your digital card to your mobile wallet directly from within the Hiver app. Simply head to the 'cards' section and tap 'Add to Apple Wallet' then follow the prompts.
Here’s an alternative way to setup Apple Pay:
- Tap into your Apple Wallet
- Tap the + sign to add your card
- Take a photo of your Physical Card or manually add your Virtual Card
- Read through Mobile Wallet Terms & Conditions, select Agree
- Choose text message or email to verify your card. A verification code will be sent. (link is valid for 15 minutes)
- Enter Verification code.
- You'll receive a notification once your card has been successfully added to Apple Pay
You'll be all set to make purchases wherever Apple Pay is accepted!
How to Set Up Google Pay
- Open the Google Pay app
- At the bottom, tap Payment
- At the bottom, tap Add a card
- Enter your Virtual Card or Physical Card info
- Read through Mobile Wallet Terms & Conditions, select Agree
- If you're asked to verify your payment method, choose an option from the list
- Find and enter the verification code
After setup, you'll be all set to make purchases wherever Google Pay is accepted!
How to Set Up Samsung Pay
- Tap into your Samsung Pay Wallet
- Tap Cards (menu bar, top left corner)
- Tap the blue add card icon
- Tap 'add credit/debit card'
- Take a photo of your card or enter your card number manually
- Read through Mobile Wallet Terms & Conditions, select Agree
- You’ll be asked to verify by email (link is valid for 15 minutes)
You'll be all set to make purchases wherever Samsung Pay is accepted!
If you didn't allow push notifications for the Hiver app when you first signed up you can always turn them on through your mobile device settings. To do this, simply go to your phone settings and tap on 'notifications'. From there, find the Hiver app and turn notifications on.
The Hiver messaging feature allows members to send messages directly to the Hiver support team through the Hiver app. This is the fastest and most secure way to get in touch if you have a question or need any assistance.
You can also securely attach documents to the messages if you need to provide supporting documents.
While we're getting closer, keep in mind that the messaging feature is different to chat, in that it isn’t a live conversation. You can send us a secure message outside of our business hours and we'll get back to you asap.
Having the ability to track what you’re actually spending your money on is so important to being able to better manage your money and stay on top of your budget. The How I Spend feature helps you do just that.
If 'How I Spend' isn't displaying in your accounts section, you will need to navigate to my settings and scroll down to 'How I Spend' to enable.
You can read all about the How I Spend feature here
Hiver uses the latest technology and systems to protect you and your money from any threats (and give you peace of mind). You can view our safety measures here.
We've also put together some helpful tips to keep yourself safe online:
- Never give anyone, especially anyone who has contacted you via an unsolicited means, access to your computer, tablet or phone.
- Never type your Internet Banking or Hiver app log-in into a computer, tablet or phone at the request of others.
- Never reply to an email or SMS that requests your personal information.
- Never show or tell anyone, including the Bank, your Access Code, PIN or One-Time Password associated with your Internet Banking or Hiver app.
A one-time password (OTP) is a six digit number sent to your mobile phone via SMS. It is required when making certain actions, you'll know as we'll prompt you. A different password is generated each time you use OTP security.
Don’t be concerned if you are offered more than one OTP, this is just part of our extended digital security program.
Remember not to share a one-time password with anyone. We will never ask you to tell us your OTP over the phone. This is your security code to authorise the change you have requested.
There are a few occasions you'll need to enter a one-time password (OTP):
- Adding a new personal payee or updating an existing
- Transferring funds to a new or unregistered payee
- Viewing/performing updates to your contact details or account
- Changing your online banking access code
Your data is yours, and we're committed to keeping it safe and using it responsibly. So, when we ask for access to your data, we'll make it clear what we'll do with it and why we need it. We call this getting your consent. We think it's fair, and we think that's important. You can read more about our Privacy Framework here.
Call us immediately on 1800 044 837 or let us know through the messaging feature in the Hiver app. If you have any doubts about activity in your account, it's always better to check it out rather than leave it.
While we hope you never get to this point, if you do have a complaint to make, we need to hear it. The best place to start is using message feature in the app. You can also submit your complaint via the contact page on our website or email us at [email protected].
To find out more about the complaint process click here.
If you believe a Visa Card transaction was:
- for goods or services and the merchant did not deliver them; or
- for goods and services which did not match the description provided by the merchant,
then you can ask us to dispute and seek a reversal of the transaction (sometimes referred to as a “chargeback”).
However, we can only do so if you inform us of the disputed transaction within the timeframes determined by Visa.
It is important to inform us as soon as possible if you become aware of circumstances which might entitle you to a reversal of a transaction and provide information that we reasonably require.
To help us with your chargeback request, please send an email to [email protected] and include as much of the following information that you are able to:
- Your member number and contact details
- Details of the transaction you would like charged back and why you are seeking a chargeback
- Copies of any correspondence of your attempts to resolve the dispute directly with the merchant
- Details of any contract you have with the merchant such as terms and conditions of purchase.
Please keep in mind when raising chargebacks that we are governed by Visa guidelines.
In some scenarios, we may need to re-issue your card to prevent additional disputed transactions.
Financial abuse occurs when one person manipulates another to control their finances and property without their consent. It can happen to anyone, no matter how old, or how much money they have. We recognise that it may be difficult for you to seek assistance. If you feel you're in a financially abusive situation, please do not hesitate reach out to us at any time. The best place to start is by sending us a message in the Hiver app and we will get back to you.
The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails.
You can find out more about the FCS here.