Find answers to your frequently asked questions

See below answers to common questions about our products and services. If you are unable to find what you need, please contact us.

Call us: 13 8777

Popular Questions

Who is Credit Union SA?

Credit Union SA is South Australia's third largest credit union, with $1.7 billion in assets and over 54,000 members.

Credit Union SA was formed on 1 October 2009 by a merger between former South Australian credit unions Satisfac and Powerstate, which had their origins in the education and industrial sectors respectively. Both organisations were renowned for their local knowledge

As a customer owned banking organisation, we are not driven by the need to return dividends to shareholders in the manner of the major banks. As a result, we're able to channel the profits we generate back to our membership and broader community.

This is achieved in the form of innovative new products and services, competitive fees and interest rates, high levels of personal service, community development initiatives and project funding.

How can I contact Credit Union SA?

Visit or call us
Visit 400 King William Street, Adelaide or call us 13 8777 to discuss loans, credit cards, savings accounts or any of our other services. You can speak to a member of our friendly team quickly and easily, six days a week. If you have your Access Code we can help you quickly and efficiently, but if you don’t have one that’s fine – give us a call and we can help with your enquiries.

400 King William Street, Adelaide

13 8777
+61 8 13 8777 overseas

Online

General enquiries

Fax

(08) 8211 9457 in Australia
+61 8 13 8777 overseas

Write to us

Customer Relations
Credit Union SA
GPO Box 699
Adelaide SA 5001

Is the New Payments Platform (NPP) safe?

Yes. Protecting our members' funds is of paramount importance to Credit Union SA. Payments made through the NPP enjoy the same high levels of security that Credit Union SA is renowned for. Some of the protections in place include:

Two-factor Authentication (2FA)	Two-factor Authentication is a process that adds another layer of security to your transactions. A unique code will be sent to your phone, or can be read from a VIP token, then entered into the relevant space where requested. Read more about Two-factor Authentication on the Australian Cyber Security Centre Website.
24/7 Fraud Monitoring	Credit Union SA will ensure that all NPP transactions are monitored 24/7. You will be contacted if we suspect you have been the victim of fraud.

What do I need to be ready to make and receive faster payments?

You’ll need to be registered for Internet Banking – visit us at 400 King William Street, Adelaide or call us on 13 8777 to register.
Make sure your mobile phone number and email address are up to date.
Use Internet Banking or our Mobile Banking App to make faster payments using BSB and account numbers, or a registered PayID.

I am heading overseas – any tips?

Let us know where you are heading and how long for using your Mobile Banking App or Internet Banking.
Organise some foreign currency you may need for your trip. You can buy foreign cash from 400 King William Street, Adelaide and over the phone and use your Credit Union SA Visa Debit Card overseas.
Memorise your PIN – this is the same PIN you use at home and is used in the same way at ATMs and in some countries, over-the-counter.
Check the expiry date on all of your cards and ensure they are valid for the duration of your trip.
Photocopy your Visa Debit Card and passport, but keep the photocopies separate as proof of information.
If you are unsure of the security of an ATM please don't use it. A Visa cash advance can be done at any financial institution that displays the VISA symbol. You will need to take your card and passport as proof of ID.
You can also turn international purchases off at any time using Internet Banking or your Mobile Banking App (for extra security). Plus, you can turn off domestic purchases and ATM withdrawals – which is a good idea if you’re travelling overseas.
For the latest travel updates and information, visit smartraveller.com.au.

How do I arrange for a direct credit?

You need to provide the sending party with Credit Union SA's BSB 805-007 and your preferred Account Number and Account Name. Once you have done that, it’s up to the payer to set up transfers to your specified account.

How can I set up an automatic transfer?

Auto transfers are a simple and easy way to make regular payments, providing you with full control over how and when those payments are made.

They are regular transfers set up from your account to either a third party account, a BPAY biller, or another account of your own within Credit Union SA or at another financial institution. You can program the payments to occur weekly, fortnightly, monthly or quarterly for an indefinite or set number of occurrences. You have full control over how much is being sent, how often, to whom and when to stop the payments from being made.

How do I cancel a direct debit payment from my account?

If you wish to stop a direct debit that you previously authorised for a third party supplier to deduct payments from your account, you can contact the supplier directly to request a cancellation or you can request us to contact the supplier and cancel the payment on your behalf.

If you request us to stop the payment, you must contact us at least five business days before the next payment is due and we recommend you also contact the supplier to avoid any fees that the supplier may charge you as a result of the direct debit being dishonoured. Refer to Section 20 of Deposit Accounts and Access Services Terms and Conditions.

Click here for a list of popular billers and their preferred method of modifying or cancelling direct debits.

What if the direct debit doesn’t go through or the wrong amount is debited?

A direct debit is an arrangement that you make directly with the third party – authorising them to take money out of your account – so any disputes in relation to the direct debit needs to be discussed with them directly. Of course if you are having problems in getting it sorted out, we’d be happy to assist you.

I think I may have been caught by a scam, what should I do?

Protecting our members' funds is of paramount importance to us and we are constantly developing and taking steps to keep it that way. If you suspect the security of your accounts may be compromised, do not hesitate to contact us on 13 8777 during business hours.

Apple Pay

How do I remove and re-add my digital card?

Refer to one of the links below that matches the make and model of your device for further instructions:

Does this impact my regular plastic debit card?

No, this only affects debit cards that have been added to mobile wallets. Your physical card will work fine.

I’ve had a message that there may be an issue with the debit card on my phone on New Years Day. Will I be able to use mine?

The debit card in your mobile wallet needs to be updated. To ensure the update is applied, simply remove and re-add it before 31 December 2024 to avoid any potential disruption. This will apply to any mobile wallet that you have added your card to.

Has my card or phone been compromised?

No, this is about updating an expiry date associated with the card in your mobile wallet. It is not a security issue and at no point has any data been compromised.

How can I check if my dual network debit card in Apple Pay supports both Visa or Mastercard and eftpos payment networks?

You can determine whether your dual network debit card supports both networks by;

On iPhone

1.Open the Wallet app.

2.Tap on your card.

3.Tap the More button

4.Tap Card Number.

Within the Card Number section, if you see Mastercard or Visa and eftpos network, then the card is a dual network debit card.

My dual network debit card in Apple Pay has changed, I no longer have the option to select the payment network (Visa/Mastercard and Eftpos)?

Yes, the user experience has changed, merchants will now select the network in which they wish to route transactions. You can still use Apple Pay the same way you always have by double clicking the side button and authenticating with Touch ID, Face ID or passcode.

Will I be able to view my Apple Pay transactions within the Wallet app?

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app. Eftpos transactions made using your Credit Union SA Visa Debit Card with Apple Pay can currently only be viewed via our Internet Banking and within our Mobile Banking App.

Apple, the Apple logo, Apple Pay, Apple Watch, Face ID, iPad, iPhone, iTunes, Mac, Safari, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries. iPad Pro is a trademark of Apple Inc.

Will I be able to view my Apple Pay transactions within the Wallet app?

Will I be able to view my Apple Pay transactions in my bank statement?

Transactions will appear as they normally do on a bank or credit card statement.

Which Apple devices can I use?

Apple Pay is available on iPhone, iPad, Apple Watch, Mac with Touch ID, Mac with an Apple Pay enabled iPhone or Apple Watch and the latest OS.

For a list of compatible Apple Pay devices, see support.apple.com/en-au/HT208531.

Where can I use Apple Pay?

You can use your device to make a payment using Apple Pay in stores or anywhere you can tap and pay. Apple Pay can also be used within apps or on participating websites wherever they see the buy with Apple Pay mark.

Where can I find the Device Account Number?

The Device Account Number can be found by opening the Wallet app, tap the card, then tap the ••• symbol in the top right corner and then scrolling down to find Device Account Number.

What should I do if my iPhone or iPad is lost or stolen?

If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function. Or you can log into iCloud.com and remove all cards from Apple Pay remotely. If you do not have the app you should contact us on 13 8777 to request that your card be disable for use with Apple Pay.

Get help if your device is lost or stolen link: support.apple.com/en-au/HT201472

What should I do if my card is lost or stolen?

You should contact us straight away on 13 8777 so the lost or stolen card can be cancelled and no further purchases made. When the replacement card is issued we will automatically update Apple Pay with your new card details. You can continue to make purchases using Apple Pay before your new card arrives. You may be limited to transactions under $100 until your new PIN arrives.

Get help if your device is lost or stolen link: support.apple.com/en-au/HT201472

What should I do if my Apple Watch is lost or stolen?

You should contact us on 13 8777 to request that your card be disabled for use with Apple Pay. You should also go to iCloud.com and remove your card from Apple Watch. If you find your Apple Watch you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.

Get help if your device is lost or stolen link: support.apple.com/en-au/HT201472

What is the Device Account Number?

The Device Account Number is used to make secure purchases in stores and within apps and websites. It will not work if it is compromised in any way and cannot be used outside of the device it is assigned to.

What is Apple Pay?

Apple Pay is a digital wallet from Apple which lets you use a compatible iPhone, Apple Watch, iPad or Mac to make secure contactless purchase in stores, within selected apps and participating websites.

Is there a transaction limit when using Apple Pay in store?

No, there is no transaction limit for Apple Pay transactions. Depending on the store and transaction amount, you might need to sign a receipt or enter your PIN.

Is Apple Pay secure?

Yes, Apple Pay is secure. A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the retailer.

Other features which help to keep your payments secure and safe include:

iPhone and iPad

All transactions require authentication using Face ID, Touch ID (if enabled), or by entering the device passcode.

Apple Watch

Payments can only be authorised if the device passcode has been entered and skin contact with the device has not been lost. If the device has been removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the NFC feature and Apple Pay the device passcode has to be entered again.

Please note: you should never share your device passcode, or register more than one person’s Face ID, or Touch ID, while your card is registered to Apple Pay.

How do I return an item purchased with Apple Pay in stores?

You take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while other may have to refund the plastic card.

You may need to provide the last four digits of the Device Account Number to the retailer. This can be found by opening the Wallet app and tapping the ••• symbol in the top right corner and then scrolling down to find Device Account Number.

How do I remove a card from Apple Pay?

To remove a card from Apple Pay you must follow these steps:

iPhone

Open the Wallet app
Select the relevant card and then tap ••• in the top right corner to see all the card details
Scroll down and select Remove Card.

Apple Watch

Open the Watch app on your iPhone
Go to the My Watch tab
Scroll down and tap Wallet and Apple Pay
Tap the card and then tap Remove Card.

iPad

Go to Settings
Scroll down and tap Wallet and Apple Pay
Tap the card and then tap Remove Card.

For more information about managing your cards with Apple Pay visit support.apple.com/en-us/HT205583

Please note: if you remove your device passcode or Face ID, Touch ID security feature, or sign out of iCloud, all cards will be removed from Apple Pay on the device.

How do I make payment within an app or on participating websites?

With your iPhone, iPad and Apple Watch, you can use Apple Pay to pay within apps when you see Apple Pay as a payment option.

To pay with Apple Pay within an app:

Tap the Apple Pay button or choose Apple Pay as your payment method.
Check your billing, shipping and contact information to make sure that they're correct. If you want to pay with a different card, tap next to your card.
If you need to, enter your billing, shipping and contact information on your iPhone or iPad. Apple Pay will store that information, so you won't need to enter it again.
Confirm the payment. When your payment is successful, you'll see Done and a tick on the screen.
- iPhone X or later or iPad with Face ID: Double-click the side button, then use Face ID or your device passcode.
- iPhone 8 or earlier or iPad without Face ID: Use Touch ID or your device passcode.
- Apple Watch: Double-click the side button.

How do I make payment in stores with an iPhone?

Pay with iPhone with Face ID

To use your default card, double-click the side button, then glance at your iPhone to authenticate with Face ID, or enter your device passcode.
Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

Pay with iPhone with Touch ID

To use your default card, rest your finger on Touch ID.
Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

How to use Apple Pay link: support.apple.com/en-au/HT201239

How do I make payment in stores with an Apple Watch?

To use your default card, double-click the side button and hold the display of your Apple Watch within a few centimetres of the contactless reader
Wait until you feel a gentle tap.

When you strap your Apple Watch to your wrist you will be prompted to enter the device passcode. This will enable Apple Pay. If the Apple Watch is removed from your wrist, so skin contact is lost, Wrist Detect detects that skin contact has been lost and Apple Pay and the NFC feature are deactivated.

How do I add a card to Apple Pay?

Adding a card to Apple Pay is different depending upon device:

iPhone

Open the Wallet app
Tap the + in the upper right corner, follow the prompts
Add the card details by either:
1. Entering the card’s security code to add the credit or debit card you use with iTunes
2. Using the camera to capture the card information
3. Typing the card details in manually.

Apple Watch

Open the Apple Watch app on your iPhone
Tap Wallet and Apple Pay and then Add a new Credit or Debit Card, follow the prompts
Add the card details by either:
1. Entering the card's security code to add the credit or debit card you use with iTunes
2. Using the camera to capture the card information
3. Typing the card details in manually.

iPad

Go to Settings
Tap Wallet and Apple Pay and then Add Credit or Debit Card, follow the prompts
Add the card details by either:
1. Entering the card’s security code to add the credit or debit card you use with iTunes
2. Using the camera to capture the card information
3. Typing the card details in manually.

How do I activate my card with Apple Pay?

For security purposes, when a new card is added to Apple Pay we’ll ask you to complete a verification check before it can be used with Apple Pay. We’ll either:

Send a one-time password to the mobile phone number you have registered with us
Send a one-time password to the email address you have registered with us
Ask you to call us on 13 8777 and answer some security questions
Direct you to our mobile banking application to activate your card with Apple Pay.

Does it cost me anything to use Apple Pay?

No, it does not cost you anything extra to use Apple Pay.

The usual credit or debit charges apply to purchases and some retailers may apply a credit or debit card surcharge to purchases made using any payment method, including Apple Pay, contactless or chip and PIN transactions.

You require an active data plan or Wi-Fi connection to add your card to Apple Pay. Based upon your mobile plan and network, additional message and/or data charges may apply.

Does Apple store the card details?

No, your card details are not stored on the device or in the Cloud. When a card is added to Apple Pay, a Device Account Number replaces the need for the card number.

Can I use Apple Pay to make a payment on a website using Safari?

Yes. With your iPhone or iPad

Tap the Apple Pay button.
Check your billing, shipping and contact information to make sure that they're correct. If you want to pay with a different card, tap > next to your card.
If you need to, enter your billing, shipping and contact information. Apple Pay will store that information, so you won't need to enter it again.
When you’re ready, make your purchase and confirm the payment.
- iPhone X or later or iPad with Face ID: Double-click the side button, then use Face ID or your device passcode.
- iPhone 8 or earlier or iPad without Face ID: Use Touch ID or your device passcode.
- Apple Watch: Double-click the side button.
When your payment is successful, you’ll see Done and a tick on the screen.

With your Mac models with Touch ID

Tap the Apple Pay button.
Check your billing, shipping and contact information to make sure that they're correct. To pay with a different card instead of your default card, click ↕ next to your default card and select the card you want to use.
If you need to, enter your billing, shipping and contact information. Apple Pay will store that information, so you won't need to enter it again.
When you're ready, make your purchase. Follow the prompts on the Touch Bar and place your finger on Touch ID. If Touch ID is off, tap the Apple Pay icon on the Touch Bar and follow the prompts on the screen. When your payment is successful, you'll see Done and a tick on the screen.

With other Mac models

You need an iPhone or Apple Watch to confirm payments. Make sure that you're signed in with the same Apple ID on all your devices.
Make sure you've turned on Bluetooth on your Mac.
Tap the Apple Pay button.
Check your billing, shipping and contact information to make sure that they're correct. To pay with a different card instead of your default card, click ↕ next to your default card and select the card you want to use. You can choose credit and debit cards or Apple Cash from any iPhone or Apple Watch that is nearby and signed into the same iCloud account.3
If you need to, enter your billing, shipping and contact information. Apple Pay will store that information on your iPhone, so you won't need to enter it again.
When you're ready, make your purchase and confirm the payment.
- iPhone X or later: Double-click the side button, then use Face ID or your device passcode.
- iPhone 8 or earlier: Use Touch ID or your device passcode.
- Apple Watch: Double-click the side button.
When your payment is successful, you'll see Done and a tick on the screen.

Can I get cash out with my Credit Union SA Visa Debit Card with Apple Pay?

You may be able to get cash out at selected merchants with your Credit Union SA Visa Debit Card by selecting 'eftpos CHQ' or 'eftpos SAV' in Apple Pay.

Can a single card be added to multiple Apple Pay wallets?

Yes, a card can be added to Apple Pay on multiple devices, however the card will need to be added to each device separately.

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You can contact us by calling us, visiting us, making an appointment, or using Secure mail.

Call us

We're here to answer any questions you might have - make sure you have your Access Code ready!

Visit us

Our branch at 400 King William Street, Adelaide, has self-service options to make banking easier.

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