FREQUENTLY ASKED QUESTIONS

If you have questions - we have answers, hopefully the right ones.

Volt app

What level of software do you support for Android or iOS?

We support iOS devices running iOS 11 and above. We support Android devices with Android Marshmallow (Android 6) and above.

How do I report an issue with the app?

You can contact us via live chat on the Volt app or via email at customercare@voltbank.com.au with any information you may have, and we'll get back to you with some follow-up questions/info.

How can I send through an idea?

We love ideas! Send it through to hello@voltbank.com.au 

I've changed my device and have issues logging in.

You can contact us to change your registered device at 13 VOLT (13 8658).

My profile

I've forgotten my passcode

If you've forgotten your passcode you can select "Help" on the screen that you enter your passcode on.

Then it's just a few steps to reset your passcode.

How do I change my passcode?

You can change your passcode by selecting “Help” on the screen that you enter your passcode on.

Hit ‘Reset Passcode’ to change your passcode.

How do I change my address?

You can change your residential address in the Profile section within the app.

How do I turn off biometrics (e.g. fingerprint/face recognition)?

You can turn this on or off from app settings.

Volt Save

Who can open an account?

To open an account, you need to be at least 18 years of age and an Australian resident for tax purposes. Business, trusts and company account holders cannot open an account with us yet, only individuals.

What is the interest rate?

The interest rate is variable. Interest is calculated daily over a month and paid on the first day of the following month. You can find the interest rate for your Save account in the Volt app located in 'Settings' under 'Information'.

What are the fees?

There are none for using Volt Save.

Can I open a joint account?

Not at the moment. We've taken the first of many steps - and joint accounts are one of those steps to come.

What is the maximum account balance? And the minimum?

The maximum account balance is AUD $245,000. The minimum is $0.

How do I enter my Volt details into Centrelink’s website as part of my JobSeeker reporting requirements?

Search for "VOLT BANK LIMITED" when you're entering the institution name. You may see an "invalid institution" error message when you’re entering in your Volt details. We’ve confirmed our details are up to date with the Reserve Bank Australia (RBA) and all government services, but if you’re still seeing this error, you should contact Centrelink for help.

Volt Spend

How can I open a Spend account?

Currently, our Spend account is only open by invitation, but is done through the Volt App. We are still in beta testing, and looking for your help (thanks!) to identify any bugs before we make the product available to the public.

Who can open an account?

To open an account, you need to hold a Volt Save account, be at least 18 years of age, be an Australian resident for tax purposes and open the account for personal purposes. Trusts and SMSF account holders cannot open an account with us yet, only individuals. We are not currently offering joint accounts, but that will come in the future.

Once my account is opened, can I start using it immediately?

When you open your Spend account, you will immediately be given your BSB and account number. You can use those details to transfer funds into your account (from another bank account). At the moment, it isn’t possible for you to “pull funds in” from other sources, but that will be coming soon.

How long before I get my card in the post?

Your Volt Debit card will be dispatched within 48 hours of your account being opened, and (depending on postal services) should arrive within 7 business days. Sometimes it can take a bit longer. It will be sent to the address you have listed in the Profile section of the Volt App. If you think your card got lost along the way, please contact us so we can send you a new one.

What interest do I earn on this account?

The interest rate is variable. Interest is calculated daily over a month and paid on the first day of the following month. You can find the interest rate for your Spend account in the Volt app located in 'Settings' under 'Information'.

What fees do you charge on this account?

Volt does not charge a monthly account keeping fee, or any fees for regular domestic transactions. While it’s not a Volt fee, you may be charged a fee from an ATM operator when you withdraw funds from their ATM. You should see an ATM screen message telling you how much the transaction fee will be. You should have the option to cancel the transaction before you are charged the fee.  
 
Volt does have a few special service for things like International payments, card replacement, Direct Debit dishonours and Trace requests. All the fees are fees set out in the Spend Terms & Conditions.

How much can I hold in this account?

Balances are capped at $50,000 in the Spend account, but we encourage you to use it in conjunction with a Save account, where you can deposit up to $245,000. It is important to note that the Government Guarantee of $250,000 applies at a customer level, not an account level. You will be contacted by Volt if the total deposit balances you hold with Volt exceed $245,000.

Can I open a joint account?

At the moment, only sole individuals are able to open accounts. We are working towards offering joint accounts in the future.

What payment options are available to me through the app?

At this stage, we offer “Pay Anyone which uses direct debit to effect payments. Very soon, we’ll be adding BPAY® and later in the year PayID to your account for immediate transfers.

Can I get money from an ATM or use EFTPOS with a Volt card?

You can take money out of any ATM in Australia with your Volt Debit MasterCard. Some banks may charge you a fee to do this, but there are no Volt Fees for ATM withdrawals in Australia. 

You should see an ATM screen message telling you how much the transaction fee will be. You should have the option to cancel the transaction before you are charged the fee. 

Instore, you can use your Volt card to pay for goods and services by tapping or swiping and entering your PIN. We will also be introducing digital wallets (so, you can make Spend account transactions using your phone) before the end of the year.  

How much money can I take out of my account at any one time?

You can: 

  • withdraw or transfer between accounts up to $20,000 per day by Pay Anyone or BPAY®; 
  • spend up to $10,000 per day on your debit card for any purchases (including any ATM withdrawals) 
  • withdraw up to $5,000 per day from any ATM subject to a $1,000 limit for each ATM transaction and any additional limits imposed by the ATM Operator. 

If you need to transfer more than this amount, you should call our Customer Care Team on 13 VOLT during working hours (Mon-Fri 8am – 8pm) to discuss options.

Can I get more than one card on my account?

At the moment, because the Spend account is only for personal use by a single account owner, 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.

How do I report a lost or stolen card and order a replacement card?

You can report this from your Volt app in Settings under 'Debit Card'.

If you have issues doing this through the app, you can also report this through our Customer Care Team on 13 8658 (13 VOLT) during working hours (Mon-Fri 8am - 8pm). Outside of these hours, you can send an email from the Volt app to our customer care team informing them you've lost your card. You will not be liable for any fradulent transactions from the time you report to us.

Will bank statements be available?

Yes, 6 monthly statements are available in the app. If you need to order a statement for a specific set of dates, please contact our Customer Care Team on 13 VOLT during working hours (Mon-Fri 8am – 8pm).

How do I dispute a transaction?

You will need to contact our Customer Care Team on 13 VOLT during working hours (Mon-Fri 8am – 8pm).

Can I send my salary to my Volt Spend account?

Yes, please give your Spend BSB and account number to your employer and they can arrange to pay your salary directly into your Volt Account.

How do I put a temporary lock on my card?

Currently, you cannot temporarily lock your account. We can permanently block your card and send you a replacement.

How do I set PIN for the card?

You can set your PIN via the Volt app.

Can I provide my Volt Spend/card details to a 3rd party to set up direct debits?

Yes, you can. You can find your BSB & account number in the settings section of the Volt app.

Can I have the card delivered to a specific address?

The card will be sent to the address you entered when you set up your Volt profile. When you sign up for Volt Spend, please check the address is correct and the address to which you want the card delivered. You can change the address when you’re ordering the card. This will also update the address on your Volt profile.

Can I change the daily limits on my card and/or my Volt Spend?

Currently, you cannot change the limits on your card or account. We will tell you when you can.

Can I set up recurring payments from my Volt Spend account in the app?

Not just yet! We will tell you when you can.

I have a new phone, and for some reason everything is blocked and my account isn’t working. What can I do?

Please call our Customer Care Team on 13 VOLT. Because we have tight security around device usage, a block may have been temporarily put on your account to protect your funds.

How do I close my account?

You can close your Volt Account at any time by phoning us on 13 VOLT (13 8658). You must have $0 in your account and have no pending transactions before we can close the account.

Payments and transfers

How do I pay someone? And is there a limit?

You can use Pay Anyone, which allows payments to be made to accounts at Volt or to accounts at most other banks, building societies or credit unions throughout Australia. Your account has a daily transfer limit of AUD $20,000.

Can I make a balance transfer that exceeds my daily withdrawal limit?

Yes, our Customer Care Team on 13 VOLT, can process manual transfers on your behalf in special circumstances. We will begin processing on the same day if you let us know before 10am (AEST) on a business day. If we receive your request after 10am (AEST) or on a weekend, we will begin processing your request within 1 business day. Please take this into account when planning for these large transfers in advance to avoid disappointment. Please note all manual transfers are subject to Direct Entry processing times and funds can take up to 3 business days from processing date to be received by other financial institution.

Can I pay my bills using 'Pay Anyone'?

You can use Pay Anyone to pay your bills if the organisation/company billing you allows. You can make this clear by providing the BSB, Account Number, and a description like 'Transfer to account' of the biller.

How long does it take for a payment to transfer?

Depending on the time of day it's sent, and whether it is on a business day, the payment will take 1-2 business days. The cut off time is 4 pm, so get in quick.

 

What happens if I make a mistake with the BSB/Account number when 'paying anyone'?

Here's what will happen, and what you can do, in the case of either scenario:

Invalid Account Number

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).

Valid Account Number but not the right Account

If you've chosen a valid account number but not the right account you wanted (or you've just changed your mind), you'll need to contact customer care at 13 VOLT (13 8658) 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 Electronic Banking Terms and Conditions. Please be aware that the time taken to recover these funds depends on the financial institution you sent them to

 

Can I send money overseas?

We’re currently building a new feature that allows you to transfer money overseas and will tell you when this occurs. Watch this space.

When will you have PayID, Osko or other NPP?

We currently have NPP in, which means you can transfer money into your Volt Save or Spend in near real-time. Very soon, we'll be introducing PayID and the ability to make near real-time payments to both iOS and Android.

Do you have BPAY?

At this stage you can only use BPAY on the iOS version of the Volt app. We plan to have BPAY for Android users soon! Click here for BPAY FAQ's.

When will you have Apple Pay, Google Pay, Garmin Pay etc.?

We will be launching Google Pay soon. Click here to access Google Pay FAQ.

Apple Pay, Samsung Pay, Garmin Pay etc. payment facilities will be available for compatible devices as we launch our transaction account and debit card in the coming months.

Safety and security

Is Volt safe?

Our team uses the latest technology and systems to protect you and your money from any threats (and give you peace of mind).  If you'd also like to read through some things you can do to help keep yourself safe, head to this article.

We're also authorised to provide banking services and regulated by APRA. Therefore, like every other Australian bank, your money is protected up to $250,000 by the Financial Claims Scheme (FCS) provided by the Australian Government. More info on that here.

What happens to my data?

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 to you 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.

I think there's fraudulent activity happening on my account.

Call us immediately at 13 VOLT (13 8658). If you have any doubts about activity in your account, it's always better to check it out rather than leave it. Chat with us via Live Chat located in the app settings or give us a call.

 

What do I do if I've lost my phone?

It's best to make sure that you haven't shared any security details with anyone. If your device supports this function, remotely lock and wipe the phone of your information. Once you get a new phone, contact us at 13 VOLT (13 8658) and we'll help you register your new device.

About Volt

When will Volt be doing transaction accounts and debit cards?

We've just launched our Savings app to our waitlist and are also working hard on testing cards and other types of payments - when these are ready, the waitlist will be the first to know and then we will roll out to the public. 

How can I send through an idea?

We love ideas! Send it through to hello@voltbank.com.au.

Is Volt a bank?

Yes, we're authorised to act as a bank in Australia. We’re 100% digital – meaning we don’t have branches. Like all Australian banks, our deposits are guaranteed up to $250,000 per customer under the Australian Government’s Financial Claims Scheme.

Who are you owned by?

We're proudly independent and supported by a diversity of investors. We have over 250 investors who have supported us to date. We're expecting many more as we expand our business. If you'd like to know more about investing in Volt, send us a note to hello@voltbank.com.au - we'd be happy to chat.

What to do with a deceased estate

When dealing with a deceased estate of an account holder, we want to help make the process easier. There are a few pieces of information that we require as a first step. Please contact us at customercare@voltbank.com.au to find out more information.

Complaints

How do I make a complaint

Found something you’re unhappy with? Let us know via live chat on the Volt app or email customercare@voltbank.com.au so we can help resolve the issue.

If you lodge a complaint with us, we will: 

  • Acknowledge, assess and investigate the issue; and 
  • Aim to resolve your complaint by providing you with a response on the spot or, if possible, within 5 working days. If we need more time to investigate, we will let you know.  

If you’re unhappy with our answer or the handling of your complaint, you can escalate the matter further by contacting the Australian Financial Complaints Authority (AFCA).  

AFCA is an independent body that provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints. Volt is a registered member of AFCA.  

You can contact AFCA here: 

Website:  https://www.afca.org.au/ 

Phone: 1800 931 678 (free call) 

Email:  info@afca.org.au   

Contact Us

Have more questions or want to chat?
  • Email us at customercare@voltbank.com.au or,
  • Call us at 13 VOLT (13 8658) if you’re in Australia. If you’re overseas; you can reach us at +61 2 8294 8474. Our line is open from Monday to Friday, from 8 am to 8 pm Sydney time.