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Up in a nutshell

The big questions.

  • Up is an Australian mobile-only digital bank. Up is designed, developed and delivered through a collaboration between Ferocia (a software company) and Bendigo Bank. Up runs on your smartphone, and provides you with an app and a debit card linked to a real bank account. “Super-powered” banking refers to Up’s superior ease-of-use and awesome features including signing-up in as little as 3-minutes in-app, seamless merchant identification, instant in-app Apple Pay activation, real-time conversational payments, automated round-ups, spending insights, and more.

  • All Up branded banking and financial products available in the Up apps are issued by Bendigo and Adelaide Bank, the most trusted bank in Australia. Deposits provided through the Up apps are protected by the Financial Claims Scheme (FCS), up to $250,000 per person (in aggregate across all deposit products held with Bendigo and Adelaide Bank). Up also uses the latest security technology, including smartphone biometrics and advanced cryptography, to protect your money.

  • Deposits provided through the Up apps are held by Bendigo and Adelaide Bank. You may not think it matters where your Up deposits are held, but it does:

    • Every day Bendigo helps change lives, and save lives. Since 1998 over $250 million has been returned to local communities Australia-wide.
    • In 2018 Bendigo was ranked the most trusted bank and the 3rd most trusted brand in Australia.
    • In 2017 Bendigo was rated as the number one Australian company (13th globally) for making the world a better place.
    • Bendigo Bank does not currently lend to and has no plans to lend to projects in the coal and coal seam gas sectors.
    • In 2020, Bendigo built on its Statement of Commitment to the Environment with a Climate Change Policy Statement incorporating support for the Paris Agreement objectives.
  • Yes! The Up card makes a great travel companion, and is accepted at more than 47 million Mastercard® acceptance locations worldwide. There are no fees on international purchases online or in person, and there’s no rebates or conditions to worry about.

So how much does Up cost?

Precise pricing for your Up account.

  • No. Up doesn’t charge monthly account keeping fees. In fact, Up is actually free for most standard use with practically no fees at all.

  • ATM access for Up customers is currently free at most major banks in Australia, including our partner Bendigo Bank and the 4 major banks. Although Up does not charge ATM fees, we do not control the fees charged by any other financial institution or independent ATM operator. All ATMs must display the fee at the time of transaction and allow you to accept or decline. If you choose to accept the fee we do not offer ATM rebates.

Okay, how do I get started?

How to get Up and running.

  • Funding your account digitally is a breeze: your Up spending account has a BSB and Account Number like any other bank account in Australia. You can also easily nominate your phone number or email address as a “PayID”. Up lets you use your BSB and Account Number, or your phone number or your email address to deposit money almost instantly using “Osko”. Osko provides near-instant payments 24/7 (including weekends) between participating financial institutions.

    We are pleased to announce that you can also officially deposit cash and cheques through Bank@Post™ at your local Australia Post outlet with no fees attached. All you need is your physical, activated Up card and PIN. You may also be asked for ID if depositing a cheque.

    Please note: Cash/Cheque deposits may not be available for 5-10 business days. Given current circumstances, we encourage everyone that needs to deposit cash/cheques at the moment to keep a safe distance from each other.

  • To get an Up bank account on your mobile in under 3 minutes, simply download the Up app from the App Store for iOS or Google Play for Android and follow the instructions. Opening a regulated bank account in Australia requires an Australian Driver's License, a Passport, or a Medicare card. After we successfully validate your ID, you can start banking with Up.

  • Up has a $30,000 daily limit for outgoing payments. If you need to transfer more than $30,000, please contact us via ‘Talk to Us’ in app and we may be able to assist you. Please note that these funds cannot be sent via Osko and will take 2-3 business days to transfer.

  • Up currently has a combined $1,000 daily limit for ATM and EFTPOS withdrawals, unless you ask for the daily limit to be changed.

  • Once activated by making 5 successful physical or digital card purchases in a calendar month, Up pays 0.70% p.a. across your Up and 2Up Savers, up to a combined balance of $1M on deposits in your Up Savers as well as up to $1M in your 2Up Savers. Interest on Savers is calculated daily and paid monthly. Money held in Everday accounts do not earn any interest. Read the full conditions.

  • To send money to Up from an overseas bank account, you'll need to transfer money using a SWIFT code. For Up, the details you'll need are:

    Swift code: BENDAU3B
    Bank Name: Up Money / Bendigo and Adelaide Bank
    Address: Bendigo Centre, Bath Lane, Bendigo, VIC 3550

  • Often when you are setting up a new direct debit arrangement, you'll be asked to provide some details. For Up, these are those details:

    Branch Name: Up Money / Bendigo and Adelaide Bank
    Address: Bendigo Centre, Bath Lane, Bendigo, VIC 3550
    Account title: Your account title is your full name

What device features does Up support?

How Up works with your devices.

  • Up currently supports the following devices:

    • iOS 10 or later, on Apple devices.
    • Android 6.0 or later, on Android devices.
  • We certainly do! With Up, you can pay the way you want. You can add your Up card to Apple Pay, Google Pay, Samsung Pay, Garmin Pay and Fitbit Pay.

  • Yep. You can use Siri to check your Up account balance, or transfer money into one of your Up Savers. Key phrases for Siri are "Check my bank account", "Transfer $10 to my holiday account" and "Check my bank balance".

  • Yep. Up supports both Touch ID and Face ID. You’ll be prompted to enable Touch ID or Face ID from within Up’s Activity screen, depending on the features your iPhone supports. You can still use a passcode if you prefer.

  • Up supports instant in-app activation of Apple Pay which means there's no need to wait for your Up plastic card to arrive, Up will simply prompt you to add your card to Apple Pay as part of the sign-up process.

    If you have an Apple Watch, once you've set it up for your Apple Wallet, you can use the Watch app on your iPhone to install Up and we'll walk you through the setup process. Our watch app also works standalone over LTE (if you have your eSim enabled).

    If you choose not to set up Apple Pay during sign-up, you can still enable Apple Pay within the Card section of the Up menu. Simply tap "Setup Apple Pay". These in-app set up methods for Apple Pay are automated and do not require you to scan your Up card, or enter your details manually.

    If you choose to set up Apple Pay via Apple Wallet (from outside of the Up app) you will be required to scan your Up card, or enter your details manually. Therefore the automated methods are recommended.

  • Up supports instant in-app activation of Google Pay which means there's no need to wait for your Up plastic card to arrive, Up will simply prompt you to add your card to Google Pay as part of the sign-up process.

    If you choose not to set up Google Pay during sign-up, you can still enable Google Pay within the Card section of the Up menu. Simply tap "Setup Google Pay". These in-app set up methods for Google Pay are automated and do not require you to scan your Up card, or enter your details manually.

    If you choose to set up Google Pay via Google Pay App (from outside of the Up app) please first make sure your physical card has been activated. You will be required to scan your Up card, or enter your details manually. Therefore the automated methods are recommended.

  • We do indeed! If you have an Apple Watch, use the Watch app on your iPhone to install Up and we'll walk you through the setup process. Our watch app also works standalone over LTE (if you have your eSim enabled).

  • Yep. We aim to make all features easy to use with assistive technologies, Talk to Us if you have any issues with this.

  • Yep. You can operate your Up account on all of your devices at the same time.

  • Yes you can. To set up Apple Pay with EFTPOS first remove and then re-add your Up card from within the Apple Wallet app.

But, do I still get an Up card?

The Up app and your debit card.

  • Up comes with a beautiful Mastercard® Debit card. Following sign-up, your Up card will be automatically issued. Up plastic cards can take up to 5-10 business days to arrive, depending on the postal service.

    Please note: If your phone supports Apple Pay or Google Pay there’s no need to wait for your Up plastic card to arrive, Up will simply prompt you to activate Apple Pay/Google Pay as part of the sign-up process.

  • Activate your Up card simply by selecting the “Activate Card” prompt within the Activity screen. If the “Activate Card” option is not automatically displayed, you can also activate your Up card in the Card section of the Up menu. Simply tap “Activate Card”.

So what about different types of accounts?

The accounts Up has on offer.

  • You can create Savers in Up for each of your life goals by giving them a name and specifying the amount you would like to save. You can instantly create multiple Savers in seconds by simply tapping the plus button and following the prompts. Once activated by making 5 successful physical or digital card purchases in a calendar month, they earn 0.70% p.a up to a combined balance of $1M. Read the full conditions. Your Up Spending account does not earn interest. You can also enable automatic roundups on one of your Savers. Use the edit function on each Saver to disable or activate roundups.

  • We sure do. Learn more about 2Up - Joint accounts reimagined.

So, how do I pay my mates?

Payment types and timeframes.

  • Up supports PayID and Osko for near-instant payments to and from your Up account. Payments should be processed almost instantly by Up, but processing times may vary depending on the first-time payment rules of the other financial institution and/or whether or not they support Osko. Using the standard “Pay Anyone” capability of traditional banks with BSB and Account Number can take up to 1-2 business days, depending on the other institutions’ processing times.

  • Your daily payment limit for transfers out of your account is $30k (per 24 hours), however first time transfers to new payees or payments made from new devices may be delayed as an additional security precaution.

    If you need to make abnormally large payments to new payees, we recommend that you plan ahead and use a "scheduled transfer" at a specific point in time in the future.

But what about...?

Rapid responses to the most common Up queries.

  • Send us an email at support@up.com.au

  • You can’t join Up without valid Australian identification documents.

  • That’s ok, but you’ll need to be at least 16 years old to get an Up account.

  • No problems. You’ll just need to be an Australian resident and provide your overseas tax information during sign up.

  • Up is only available to people living in Australia.

  • If you get your Up passcode wrong too many times, you can reset it within the Up app. Make sure you have your Up recovery code handy. Your recovery code was emailed to you when you verified your email address after joining Up.

    If you don’t have your recovery code, please follow our account recovery page for options to recover access to your account.

    If this still doesn't work, please email our Account Recovery Experts with your full legal name & mobile number at support@up.com.au.

  • Go to the Up menu and select Card. You can temporarily disable your Up card by toggling the switch. If you don’t find your Up card, let us know in ‘Talk to Us’ and we’ll send you a replacement Up card. If you cannot access your App please give us a call on 1300 002 258.

  • Call 1300 002 258. You can also temporarily disable your Up card. Simply go to the Up menu and select Card. Then toggle the card switch off.

  • Let us know in ‘Talk to Us’ in the Up app.

  • Let us know in ‘Talk to Us’ in the Up app.

  • Download the Up app, and follow the prompts to set up your new device.

    You can also follow our account recovery page for options to recover access to your account.

  • You can change your mobile number by heading to the Up menu, then tapping on Profile. From there, tap your mobile number and enter your new one. If you run into any dramas, let us know using ‘Talk to Us’ in the Up app.

    You can also follow our account recovery page for options to recover access to your account.

  • Provided you haven't shared your passcode, your funds are safe. Get a new phone, then download the Up app, and follow the prompts to set up your new device.

    You can also follow our account recovery page for options to recover access to your account.

  • From a technical perspective it means that the app cannot negotiate a secure SSL connection to the right server for Up. It can happen when you have a proxy or something that’s getting in the way of the app talking to the Up servers.

    What does this mean? Essentially we haven’t been able to verify that your connection is secure and that no one is attempting to decode your app networking traffic while you're using the app. Sometimes this isn't a malicious scenario (eg. company devices/network can have this issue). However, because it's a security related thing, we stop you being able to use the app to protect your data and ours.

  • Up doesn't have an email and password combination that can be shared with external services. Access to your data is limited to your personally approved devices.

    However, we do have an API for personal use. Whilst not currently available, it is planned to allow third party apps to connect to the API, and it's on the roadmap. Eventually, this would let you grant others access to your data in a secure way that you have much greater control over, including the ability to remove that access at any time.

  • Interest summary statements showing all interest earned will show up on July 5, at the beginning of a new financial year. You can find them under Statements from the Up menu.

  • Send us an email at support@up.com.au, or ask us in ‘Talk to Us’ in the Up app (if you’re already an Up customer).

Afterpay

Learn about connecting Up with Afterpay.

  • Find an Afterpay payment in your activity and tap the transaction. On the receipt page you'll have the option to connect to Afterpay. This will take you to the Afterpay website where you can login and give Up permission to access your Afterpay payment data.

  • Once you've connected to Afterpay any Afterpay transactions in your activity feed will be updated to show the actual merchant you transacted with. Tapping on a transaction will show the amount and number of payments remaining and most often the items you purchased. In the Upcoming screen we'll show you all your future Afterpay payments and give you a reminder a couple of days out from each payment.

  • If you have made all four Afterpay payments before you connect to Afterpay from Up we cannot currently show detailed information for those purchases. We're working to improve this in the future.

  • We only show Afterpay payments initiated with your Up card. If you add your Up card to purchases currently in progress we will show any new payments in Up, but are not able to show these in Upcoming. We're working to improve this in the future.

Complaints, Disputes & Hardship

What you can do if something's not going right

  • 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 "Talk to Us" in the Up app. You can also call us on 1300 002 258 or e-mail us at support@up.com.au. We will promptly investigate your complaint and notify you of the outcome. If you are not satisfied with the response provided, you may refer your complaint directly to our External Dispute Resolution scheme (see section 21.5 of the Up Terms and Conditions).

  • If you'd like to dispute a transaction, please let us know the transaction details using "Talk to Us" in the Up app. We will work through our standard dispute process to try and recover your money. Please keep in mind when raising chargebacks we are governed by scheme rules which provide guidelines we must follow for these to be considered valid. In some circumstances, we may need to re-issue your card to prevent additional disputed transactions. If you are unable to dispute a transaction using Talk to Us, you can also call us on 1300 002 258.

  • Personal circumstances change all the time. This is part of life, even if it is not always easy. We’re here to help. If you’re experiencing financial hardship, there are a number of ways we may be able to assist you. Please get in touch with us using "Talk to Us" in the Up app. You can also call us on 1300 002 258 or e-mail us at support@up.com.au.

  • 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 to speak to any member of our staff. The best place to start is using "Talk to Us" in the Up app. You can also call us on 1300 002 258 or e-mail us at support@up.com.au.

Deceased estate, power of attorney & guardianship questions

At Up, we understand that this is a difficult time for you. There are a number of ways we can assist.

  • At Up, we understand that this is a difficult time for you. Among all the important things to take care of when a loved one passes away, having to sort through bank matters is another thing to add 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 calling on 1300 002 258 or e-mailing us at support@up.com.au.

Closing your account

How to close your account.

  • To close your Up account, you'll need to first withdraw all funds or transfer any remaining balance to another account. Once this is done, please use "Talk to Us" in the Up app to let us know you’d like to close your Up account. We'll confirm your full name, date of birth and residential address when you chat with us, then we’ll be able to take care of it for you. Please note we will soon be releasing a self-service option so you can close your Up account yourself within the Up app (in most cases).

Does Up have joint accounts?

2Up - A new way to join financial forces.

  • No more lists on the fridge or ‘you pay rent and I’ll get the shopping’. 2Up is a simpler way to share expenses. It’s easy to set up and close down, and gives you tools to pay together while keeping your own financial life, completely your own.

    Read all about it here.

  • Make sure that you've updated to v2.0 of the Up app. Tap the ‘get early access to 2Up’ banner to invite your Player 2. If you miss it the first time, look for it under the Up tab.

    If your Player 2 isn’t an Upsider, send them an invite through Hook Up a Mate first.

  • At release, you will be able to use all the regular Up payment features except payment requests, pay splitting, and International payments.

    International payments have to be linked to individual Wise account holders, so you’ll need to use your own Up account for those.

  • You will both see every purchase made on your 2Up Spending account, and each purchase will show who bought what. If you contact our Support team, you can choose to both be included in the chat.

    And of course, your own Up accounts are completely your own. Neither of you can see, smell or touch the other person’s main Up account.

  • At this point, 2Up is for two Upsiders only, and each Upsider can be part of one 2Up at a time. Shared accounts (for more than two people) are planned for the future.

    So if you had a 2Up with your flatmate you’ll need to shut it down before you make a fresh account with your new Player 2.

  • You both have full access to spend, transfer or make payments with money in 2Up without requiring permission from each other..

    It's important you only join 2Up with someone you know well and trust. Only add money to 2Up you're happy for either of you to spend.

  • Your 2Up Everyday account is a spending account and does not earn interest. 2Up Savers are eligible to earn bonus interest once unlocked. Purchases made using your 2Up Everyday account contribute to the five transactions needed to unlock bonus interest repayments across both your personal Up Savers and on 2Up Savers. So if between you and your 2Up you make five purchases, you’ll both earn interest on your private Up Savers and 2Up Savers.

    At present, Up Savers pay up to 0.70% p.a. for up to $1M in deposits in your Up Savers as well as $1M in your 2Up Savers.

    Read the full conditions on our pricing page.

  • As soon as your 2Up is empty and all 2Up Savers have been closed, either one of you can close it. Just a few taps and you’re a lone ranger once more.

Unable to access the Up app?

The fastest way to get access to your account is to read our account recovery guide. If you're still having trouble, email our Account Recovery Experts with your full legal name & mobile number at support@up.com.au.

Card lost or stolen?

For your protection please give us a call on 1300 002 258 as soon as possible to let us know your card has been lost or stolen or if you’re seeing unauthorised charges on your account.