Sparc App FAQs

 In Help Centre, Sparc

App

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

We support iOS devices running iOS 12 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 Customer Care with any information you may have, and we’ll get back to you with some follow-up questions/info.

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

If you have issues logging in after changing your device, please contact Customer Care on 1300 956 246.

Our line is open from Monday to Friday, from 8 am to 8 pm Sydney time.

My profile

How do I change my app passcode (aka PIN)?

You can change your passcode in the app by selecting settings followed by security and then change passcode.

How do I change my address?

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

Volt Save

Who is Volt Save for?

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

You can find more information on whether this product is suitable for you, by referring to the Volt Save Terms and Conditions and the Volt Save Target Market Determination.

What is the interest rate?

The interest rate is variable. You can find the interest rate for your Save account in the app under product info.

Interest is paid on the available balance. We calculate interest by multiplying the available balance at the end of each day by the equivalent daily percentage rate. The interest you earn over each month is then paid into your account on the first day of the next month.

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 to improve our products and services- and joint accounts are one of those steps to come.

How do I open a Volt Save?

You can see the option to open a Volt Save under the account section of the app.

What is the maximum account balance? And the minimum?

There is no minimum balance and the maximum account balance is AUD $245,000. You can’t hold more than $245,000 in total across your Volt accounts at any time.

Note, your loan offset account is excluded from this maximum limit.

If you do put more than the maximum amount into your other account(s) we may transfer the excess between your Volt Accounts or back to your nominated account or we may ask you to withdraw it.

Will bank statements be available?

Yes, 6 monthly statements are available in the app. If you need to order a manual statement for a specific set of dates, please contact Customer Care.

Payments – Volt Save

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

You can withdraw or transfer between accounts up to $20,000 per day by Pay Anyone, of which up to $5,000 per day can be NPP out.

Do you have PayID?

We’ve introduced support for PayID on Volt Save to allow you to direct incoming payments using NPP. To find out more about how you can set up and use PayID for click here.

Note, PayID is not currently available for loan offset accounts.

Do you have NPP payments?

Yes, we do have NPP for incoming and outgoing payments on Volt Save account. Volt supports NPP Single Credit Transfers (SCT) for 24/7 near real–time transfers, even on public holidays.

Note that other financial institutions that use OSKO payments only are unable to receive NPP payments from Volt. Such payments will be processed but not in real–time.

How do I pay someone with Volt Save? And is there a daily limit?

You can use Pay Anyone or NPP PayID, 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 an overall daily transfer limit of AUD $20,000. NPP out has a daily limit of $5,000, which forms part of the overall daily limit.

Can I make a “Pay Anyone” payment that exceeds my daily withdrawal limit?

Yes, our Customer Care Team can process manual transfers on your behalf in special circumstances. To request a manual transfer, please call Customer Care.

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 the processing date to be received by the other financial institution.

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 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. Please be aware that the time taken to recover these funds depends on the financial institution you sent them to and the period of time that has elapsed before you speak to us.

How do I dispute a transaction?

Please contact Customer Care, who can assist you to investigate the matter.

PFM

What is personal financial management (PFM)?

PFM capability provides you with the tools to have a full overview of your banking and finances in one app.

You can link all your bank accounts and view all your transactions in one place in the app. Once you link your bank accounts, you will be able to:

  • Track your income and expenses
  • Set and track goals
  • See your transactions categorised to provide you insights into your spending habits
  • Track when you are set to receive your pay
  • Set up your budgets by categories
  • Manage your bills

Contacting us

What’s the best way for me to contact Customer Care?

The quickest way to contact Customer Care is by logging into the app, heading to settings and choosing contact us under help & legal.

If you are unable to log into the app, you can contact Customer Care on 1300 956 246 if you’re in Australia. If you’re overseas, you can reach us at +61 2 7202 2457.

Our line is open from Monday to Friday, from 8 am to 8 pm Sydney time.

What do I do if I am managing the estate for a customer who is deceased?

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 Customer Care to find out more information.

Share:
Contact Us

Being such a diverse company, AFG has a range of different divisions. Send through a quick enquiry and we'll be touch with you soon.

Not readable? Change text. captcha txt

Start typing and press Enter to search