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Frequently Asked Questions

This FAQ's applies to the handling of personal information by LifePay Pty Ltd

What is Lifepay?

Lifepay provides various functions including creating a digital wallet account, applying for a visa prepaid card and real-time fund transfers. After full identity verification, you will have a digital wallet account with a virtual Visa Card allowing you to do online or on-premise payments through Visa authorized POS machines or online payment platforms. Meanwhile, users can transfer money to Lifepay users instantly and also transfer money through digital wallet account details.

Lifepay cooperates with various merchants and financial institutions to jointly create an integrated payment platform for users that covers a variety of daily consumption scenarios and personal wealth management. Merchants and financial institutions can effciently promote products and obtain target customers through the Lifepay platform at low-costs.

Lifepay users can use Chinese currencies and multiple other currencies (coming soon) to make instant payments and transfers through various payment methods such as QR codes, NFC, etc. At the same time, users can also invest and manage their investment portfolio and enjoy various financial services including commercial and personal consumer loans.

Security at Lifepay is the highest priority. We use AWS data center and network architecture built to meet the requirements of the most security-sensitive organizations. The AWS infrastructure puts strong safeguards in place to help protect your privacy. All data is stored in highly secure AWS data centers. Meanwhile, AWS manages dozens of compliance programs in its infrastructure.
Lifepay understands the importance of protecting the privacy of an individual’s personal information. This privacy policy sets out how Lifepay aims to protect the privacy of your personal information, your rights in relation to your personal information managed by Lifepay and how Lifepay collects, holds, uses, discloses, and otherwise manages, your personal information. For more details please refer to our Privacy Policy.
 

Getting Started

You can use your other bank accounts to fund your Lifepay account through the BSB and account number of your lifepay account. The arrival time is related to the business hours and regulations of the bank you transfer from, usually it will arrive within 1-5 business days.
You can find the Lifepay App from “Google Play” and IOS “App store”. Follow the detailed instructions to register and open an account with Lifepay.
You’ll need to provide your full name, date of birth and residential address, as shown on your passport or driver’s license. You will also need to provide official ID documents (i.e. driver’s license, passport or Medicare card). You’ll be able to experience the complete Lifepay functions after we’ve successfully verified your identification.
If you have entered your information accurately and correctly and still can not be verified, please email our customer service team : [email protected] or call us at (03)9917 3256.

Light KYC refers to users who registered with their mobile phone, email or Google account. Light KYC users can only use the function of adding friends and paying bills in ￥CNY as well as browse the information of “digital life” page. Light KYC users are not allowed to open a Lifepay digital wallet account, apply for a Visa Card or use any relevant payment and transfer functions for security reasons.

Full KYC refers to users who have uploaded their driver’s license/passport/other relevant documents and passed the real-name authentication. Full KYC users can open a lifepay digital wallet account, and apply for a Visa Card to experience all the Lifepay functions.

We suggest that you complete your identity authentication to experience more complete Lifepay functions.

Account Issues

Yes, you may transfer your funds to your other bank accounts via BSB and Account number. It usually take 1-5 business days to receive the funds depending on your bank.
Yes, please refer to our PDS and General T&C’s to know the specific limitations.
Yes, please refer to our PDS and General T&C’s to know the specific limitations.
1. Open up the Lifepay App

2. click on “reset PIN”

3. If the card is blocked, the process will stop and show “Your card is temporarily blocked due to an issue with your account. Please unblock the card and retry or contact Customer Support for assistance.”

4. Pass payment password checks & identification verification.

5. The Lifepay app will inform you if the operation is successful.

6. If a user is facing difficulties, the Lifepay app will tell them that they can find the contacts of customer service by phone/e-mail at Lifepay app/website.
No. It’s free of charge to keep your account open.
 

"Digital Wallet Service"

Virtual
As its name suggests it is a non-physical, virtual form of prepaid card which comes with prepaid card number, CVV and expiry date. Customers may use this type of card whenever a physical card presence is not required, meaning a virtual card is allowed for online shopping.

Physical
This is the most easily understood form. Lifepay customers may request a physical card in the APP so that they can use it to shop in stores.
After you’ve passed the full KYC check and application for a virtual card. You may proceed to the following steps to apply for a physical card.

1. Open the Lifepay App.
2. Click on the second tab of the app, and click “apply” on physical card.
3. The Lifepay app will show your residential address.
4. You can choose to post to the residential address used for the virtual card or add & choose a different delivery address.
5. Confirm this address.
6.Lifepay will make a physical card order & delivery request.
7. Currently, as with other neo banks, you can not track postal info due to Cardtech design.
8. After 5-10 working days, the Lifepay App will check with you if you have received your card.
9. If no card is received, Lifepay will tell you to contact Customer Service by phone/email.
Click on the wallet link on the Lifepay homepage to access virtual card applications and follow the instructions.
Click on the wallet link on the Lifepay homepage to access virtual card applications and follow the instructions.

If you have passed the full KYC check and have already applied for physical card delivery you may proceed with the following steps to activate your physical card.

1. After you’ve received your physical card, you may activate your physical card on the Lifepay App.
2. Click on the physical card icon, select activate and fill in the last six digits. If the number is correct the card will be activated.
3. The Lifepay app will tell you the operation has been successful.
4. If you are facing difficulties, please contact customer service by phone/e-mail to activate the physical cards manually.

Virtual card application is very simple. After you complete the full identification verification, enter the “wallet” page on the home page and click “apply” to apply for virtual card. You need to bind your email and mobile phone number at the same time, and ask you to set a 4-digit payment password. After the system prompts that the application is successful, you’ll be able to pay with your virtual card!

Complete the following steps to report and replace your lost/stolen/damaged card.

1. Open the Lifepay App.
2. Click on the report card lost/stolen/damaged button.
3. Enter payment password.
4. Lifepay will now automatically block your selected card.
5. Choose to request a new card.
6. If a new card is required, Lifepay confirms/updates the delivery address for the user.
7. Lifepay then replaces the card for you, meaning a new physical card order is made.
8. The Lifepay app will tell you the operation has been successful.

If you are facing difficulties, please contact customer service by phone/e-mail to activate the physical cards manually.

Please email our customer service team at: [email protected] or call us at (03) 9917 3256 for further assitance.
Pleas email our customer service team at: [email protected] or call us at (03) 9917 3256 for further assitance.
We will send you a new card when your old card is about to expire, please make sure your delivery address and contact number is up to date. If you have not received the new card, please email our customer service team at: [email protected] or call us at (03) 9917 3256 for further assitance.
Please email our customer service team for card cancellation at: [email protected] or call us at (03) 9917 3256 for further assistance.
Lifepay issues a visa prepaid card, so you can use Lifepay to pay on all platforms and POS machines that support visa payment.
If your physical card is lost or damaged, you can apply to lock your stolen card in the card management interface and apply for a new card.
Yes, you can use your card on the POS terminals or online stores that support VISA worldwide.
 
Yes, you may transfer your funds to your other bank accounts via BSB and Account number. It usually take 1-5 business days to receive the funds depending on your bank.
Yes, please refer to our PDS and General T&C’s to know the specific limitations.
Yes, please refer to our PDS and General T&C’s to know the specific limitations.
1. Open up the Lifepay App

2. click on “reset PIN”

3. If the card is blocked, the process will stop and show “Your card is temporarily blocked due to an issue with your account. Please unblock the card and retry or contact Customer Support for assistance.”

4. Pass payment password checks & identification verification.

5. The Lifepay app will inform you if the operation is successful.

6. If a user is facing difficulties, the Lifepay app will tell them that they can find the contacts of customer service by phone/e-mail at Lifepay app/website.
No. It’s free of charge to keep your account open.
 

Digital Wallet Account

Users can create a Visa account within the Lifepay app to transfer money with bank accounts and make payments on VISA-supported POS machines worldwide.
Yes. You are able to transfer and deposit money through any bank accounts instantly.
Unfortunately we can’t integrate your other bank accounts for now, however we will provide you with relevant services in the near future.

Normal Top up through Bank Accounts:
You can use your other bank accounts to top up through the BSB and account number of your lifepay account. The arrival time is related to the bank you transfer from and will arrive within 1-5 business days.

If you want to receive funds immediately, you can transfer money through your lifepay friends. Transfers between Lifepay users are made instantly.

Issues with transfers

You can transfer by scanning the QR code of other Lifepay users, through “Pay Contact” or transfer to other bank accounts through wallet account”.
The current transfer is free of charge. In the future, relevant fees may be incurred if cross-border remittance is involved.
Please view the history information of your transaction through the home page – “Transaction history”.

Normal Top up through Bank Accounts:
You can use your other bank accounts to top up through the BSB and account number of your lifepay account. The arrival time is related to the bank you transfer from and will arrive within 1-5 business days.

If you want to receive funds immediately, you can transfer money through your lifepay friends. Transfers between Lifepay users are made instantly.

Sending money/Receiving money

Yes. You can make instant real-time transfers to your friends on Lifepay at anytime.
You can modify the name of your account, but you can not change the name of your Lifepay bank account.

Real-time fund transfers

You are able to transfer money to your Lifepay contacts with 0 fees or charges by their registered email or phone number, the payment will be received instantly as well!
You are able to transfer money to your Lifepay contacts with 0 fees or charges by their registered email or phone number, the payment will be received instantly as well!

Payment Service

• QR Code
Pay by scanning a Lifepay user’s QR code.

• Peer-to-peer (In-App contacts)
Pay in-app contacts through their email or phone number without using bank account details.

Future payment method
• BPay
Pay Australian bills through BPay.

Currently, we only support payments from China to Australia. You are able to pay Aussie bills with ￥CNY at the best exchange rate through multiple Chinese payment platforms including Alipay, Wechat Pay and Union Pay. In the future, we are looking to develop services in making payments through multiple countires internationally. Please Stay tuned at (subscription email maybe?)

Using the home page – “International payments” function, you can pay Australian bills through Alipay, WeChat payment and UnionPay.
It belongs to Alipay’s regular cross border consumption and does not belong to the exchange area. Therefore, it will not affect the limit of exchange rate of $50 thousand per annum per person.
For specific rates refer to the home page – “International payments”

BPAY currently has more than 45000 registered biller companies. However, fields such as investment, finance, real estate and gambling are not within the scope of cross-border payment authorized by safe, so it is unable to make payment to such billers. At present, this platform supports 28000 billers. If it happens that the company you want to pay for does not generate on this platform, please contact us by email ([email protected])

At present, the minimum amount is $1 and the maximum amount is $5000. Multiple payments can be made.
Pleas email our customer service team at help. You can pay multiple bills, for example, if the bill amount is $20000, you can make four payments of [email protected] or call us at (03) 9917 3256 for further assitance.
All the amount will be transferred to the corresponding company of your bill. Let’s take Optus as an example. If the payable amount is $100 and you pay $200, the extra $100 will be converted into credit balance in your Optus account, and the deduction offset balance will be displayed in the next bill. For more information, please contact your billing company.
Some billers choose icrn (intelligent customer reference number). As like as two peas, the amount of these numbers will be certified. Only the exact amount of the exact amount can be entered to initiate payment requests. Most billers don’t have this problem.
Yes, you just need to make sure that the company code, reference number and amount on the BPAY bill are entered correctly and the bill does not need to be in your name. Remember to send the screenshot of the payment success page to the bill payer for reservation after payment.
If you run into the following issues:

• When you input the company code and reference number, you can’t pay as normal. Please check again to see if there is any input errors.
• If the same bill is paid twice by mistake, please contact your biller directly and the refund will be settled by them.
• If the amount actually paid is less than the amount due, you only need to make another payment to make up the difference.
Alipay’s single quota is related to user settings and bank cards. Please visit Alipay’s official website.

If the bill amount exceeds your individual single payment online, you can split the bill into multiple payments.
BPAY is an electronic payment method jointly developed by major Australian financial institutions. If your bill has a payment method marked BPAY, you can log into chinapayments.com.au and Use Alipay (RMB) to pay BPAY bills. There are more than 45000 Australian institutions registered with BPAY. You can choose the types of bills to pay, such as water, electricity and coal network bills, fines, tuition fees, visa fees and a variety of other bills.

In most cases, it takes 2-3 working days, so please reserve the time for payment within the bill payment period. BPAY is a jointly developed electronic payment method. BPAY will clear the account to the corresponding payee after receiving the bill.

This number will appear in the position of BPAY on your bill, as indicated below:
You can usually find it on the front or back of the bill; if you shop online, you can find the number on the payment page.

Socializing

Add your friends by e-mail or phone number in Lifepay.

Request or send money to your Lifepay friends easily without bank details.

Chat and share your beautiful purchase experience with your Life.
You can add your friends by e-mail or phone number in Lifepay!
You can request or send money from/to your Lifepay friends easily without using their bank details such as BSB and account number! Fast and Easy!

Unfortunately at the moment you are not able to send emojis to your friends.

Revolutionizing Digital Wallet and Payments

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