SAVERS
Can I lock my Savers?
We've had a lot of requests for customers having the ability to lock specific saver accounts. We don't currently support this feature. However, it is something that we are exploring.
How long does it take for me to receive my Up card?
Up cards take up to 5-10 business days to arrive.
WHO DAT USING MY ACCOUNT?
A customer has written in that they believe there has been some fraudulent activity on their account as funds have been directly debited from their account. What do you do?
We'll look into that for you. We'll need a specific team here to investigate so I'll assign this to them and they'll be in touch as soon as possible.
In the meantime, could you please send through a screenshot of the transaction/transfer receipt?
What is the 'Tree of Up'?
The 'Tree of Up' is our roadmap that shows just how far we have come! Not only does it show features that have been released, it also displays features that are planned or being developed for the future.
Keep in mind these 'future features' aren't necessarily going to be shipped!
Are you a robot/who am I talking with/availability
Hey!
Real humans here! We are available 6am-midnight, 7 days a week!
How do I create a Saver?
To create a Saver swipe over to the Savers tab and give the "Plus " button a push.
You will then be asked to name your saver, set your savers goal and a set a super cool emoji.
I forgot my card pin
You can reset your card's PIN in the Up tab under the Card section. You will need to enter your passcode and your cards CVC to be able to do so, so make sure you have your card on you when changing your PIN
ATTENTION ALL PASSENGERS... THIS IS UR CAPTAIN SPEAKIN
A customer has written in to advise you of some upcoming travel plans.. what's next?
If you could give us the dates and countries you're visiting, we'll note this against your account.
Please note: We do suggest you still have access to your Australian phone number whilst overseas, incase you need to access a verification code that is sent via SMS.
*MUST EXPLAIN HOW TO ADD NOTE TO ACCOUNT
What are Quick Saves?
Quick Saves are simply pulling down on the activity feed and (if you have more than $10) it will send your cent's amount to a saver if it has roundups enabled.
If you have an even balance number (no cents) it will transfer $1.
Can I deposit cash or cheques in a branch?
As Up is a digital banking platform the current method of funding the account is via electronic transfers. We currently don't support depositing physical Cash/Cheques into Up accounts.
How do I transfer into/out of my Saver?
To transfer funds into your Savers account, head to the Savers tab > Click on saver you would like to transfer > Transfer money > Move into saver
How do I activate my Up card?
You activate your Up card in your app. All you have to do is swipe across to navigate to the Up tab and under the 'Card' menu you'll find the option to activate your card. You'll need to enter the CVC number of the card and then you can set a pin for your card.
OMG I HAVE THE BEST IDEA EVER
A customer has written in that they have a great idea they want to share with you. This idea doesn't currently exist and isn't on the Tree of Up.
Thanks for the message. This is a really cool idea!
I'll pass your suggestion onto our Product Team so they can discuss this type of feature further.
In the meantime, check out our product roadmap to see exciting upcoming features here: https://up.com.au/tree/
How do I get invites to Hook Up a Mate?
If you tap Hook Up a Mate from the Up tab, you will be able to see what needs to be done to get invites. It will also update as you complete the criteria, so you'll always know how close you are.
Once you've completed all requirements you will be sent a notification to tell you that you can now send invites.
My friend is having trouble signing up, they apparently don't have the right identification. What can they do?
Your friend will need to email us directly at support@up.com.au so that we can advise them of what is necessary to move forward with the sign up process.
Can I transfer between my Savers?
At the moment we don't support transfers between savers, but it's coming
Can I view my card details in app?
At this stage you'll need to wait for your card to arrive at your address in order to access your card details!
We're currently working on a feature where customers can view their card number, expiry and CVV from the Up app, and hoping to release it soon!
WHERE MA MONAY$ ?????
Customer has hooked up a mate and wants to know if his friend has signed up and where his bonus is..
In the Hook Up a Mate screen you will see which mates have signed up. You will only be eligible for the bonus once your friends have fully completed their sign up. We will also send you a notification when they do. Your friends will need to ensure they are signing up with the same phone number that you referred. If they sign up with a different phone number, neither of you will be eligible for the bonus.
What kind of digital wallets do you offer?
We offer -
Apple Pay
Google Pay
Samsung Pay
Fitbit Pay
Garmin Pay
Do you offer a credit product?
We absolutely have plans to offer a credit product in the future. We are currently exploring the world of credit and the best way we can roll it out to our customers. We will make sure to keep you updated as we get closer to a final product!
How many Savers can I have open at once?
You can have up to 98 Savers open at once.
I've lost my Up card.
If you head to the Up menu in the app, and tap on the Card option, you should see the option to report your card as lost or stolen. You'll be given the option to specify whether it's been Lost or Stolen or Damaged. A lost or stolen card will cause your old card to be cancelled immediately, while a damaged card number will continue to function until the new one is activated.
SOMETHING IS NOT RIGHT..
Suddenly a lot of chats are popping up in a short period of time and they all seem to be about transfers not working instantly as they should.
Your palms are sweaty, knees weak, arms are heavy.. there's vomit on your sweater already, moms spaghetti..
What do you do?
- Alert the team member you are on with (if any).
- Bring the problem to Tyson's attention.
- If instructed by Tyson, ask in #Up-Customer-Support if there seems to be any transfer related issues with the system.
- Continue to communicate with team members and ensure responsibilities are clear.
Act accordingly.
Do you offer Joint/Shared or Additional Accounts?
We are currently in the early stages of development with Joint, Additional and Shared Accounts and looking to have them available with Up some time early in the new year!
What is Up?
Up is an entirely mobile digital bank. You get an everyday transaction account with a debit Mastercard and the option to create multiple Savers accounts - right from within the app! Up is an easier way to bank with a plethora of features designed to re-think the way you handle your money.