Back

Frequently asked questions

We are an Australian fintech company that is building world-leading digital infrastructure from the ground up to provide you with a new mobile-first money management solution that is fit for modern life.

Currently we offer a Hay Visa Card which is a prepaid card linked to your Hay app and Hay Account, a digital transaction account that represents your Available Balance but is not a bank account.

Any Australian resident who is 16 and over. A resident is considered someone who can stay in Australia as a citizen or with a permanent visa.

You can contact Hay Help team through the in-app chat or email [email protected]. We are available 8am till 6pm Mon-Fri, average response time is within 15 minutes.

Currently any Apple device with iOS 10.0 or newer, or an Android device with version 6.0 Marshmallow or newer. We also support Apple and Android wearable devices (watches only)

If you have a complaint or dispute relating to our product(s) or the financial services we have provided to you, please click this link and follow the process in our Financial Services Guide.

As a Founder you will get a limited edition card and early access to new feature releases.

To unfreeze/activate your card, please follow the steps below:

  • Go to the home screen of the app
  • Click the "Unfreeze your card" link
  • Confirm "Unfreeze" on the pop-up window that appears
  • Tap the "Physical card frozen" toggle to turn it off

Do not unfreeze/activate your card until it arrives.

You are all set!

To top up your account, please follow the steps below:

  • On the homepage screen click “Add money”
  • Click the “Copy account details” button to copy your Hay account details
  • Open up your other bank's app and go to the transfer option
  • Paste in your Hay BSB and Account Number, and enter the amount to transfer

Hay supports instant payments so if this is available through your other bank, your top up will be instant. Please note that some banks may not allow you to paste in your account details, in this case you may need to enter your account details.

You can report bugs and issues through the app. Just click on the 🐞 icon on the top right of the screen and follow the prompts.

Congratulations on reserving your Founders spot. We will be opening accounts to Founders in the coming weeks. You will receive an email and SMS invititation when it's time to complete your account set up.

As an Australian Financial Services Licence holder we conform to strict standards in security and are regulated by the Australian Securities & Investment Commision (ASIC), Australian Financial Complaints Authority (AFCA) and AUSTRAC as all other licensed financial institutions. We also safeguard our customer funds with Macquarie Bank.

Over the past 18 months we've built our own proprietary cloud-native infrastructure which is extremely secure, fast and flexible. Which means operating costs are many times lower than traditional banks and we can build, test and launch new features much faster. These two things combined set us apart from the rest.

In the next few weeks our Founders will get access to their Hay accounts, which is already feature packed. Like instant payments, monthly spend tracking, enriched transaction data, Travel mode, Hay-to-Hay payments, in app support chat and single touch card security.

That's just day 1. We have a jam packed first few months and will be rapidly and regularly adding more features.

Your Hay account is Fee-less for everything except overseas ATM withdrawals above $500 per Month.

Yes you can. Your Hay Visa card is accepted all around the world, with any merchant which allows Visa card payments.