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?

1.90% p.a. currently. This is a flat rate that's paid on all balances, and you don't need to jump through any hoops to earn it. As it is a variable rate it may be subject to change from time to time.

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.

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, 13 VOLT, can process manual transfers on your behalf in exceptional circumstances. This can be done the same day if you let us know before 11am (AEST) on a business day. If we receive your request after 11am (AEST) or on a weekend, we can’t guarantee the funds will be transferred same day, but can commit to the following business day. Please take this into account when planning for these large transfers in advance to avoid disappointment.

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 BPay, PayID, Osko or other NPP?

We're working hard to build the various payment methods which should be available in the next few months.

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

These 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.