General Questions

What is zip?

ZIP is a simple and convenient online payment option that lets you buy now and pay later with no credit card required. It’s quick and simple and is specifically designed to help you manage your online spending.

What is a ZIP Line of Credit Facility?

A ZIP Line of Credit Facility is an Account that provides an available amount of money at any time. It allows you to make purchases on credit up to your approved credit limit. You can make as many purchases as you wish, as long as you stay under your credit limit and make your minimum repayments each month. ZIP puts you in control of your online spending and allows you to purchase or repay as much and as often as you like.

What can I use my ZIP Line of Credit Facility for?

The ZIP Line of Credit Facility can be used to purchase goods and services online at any ZIP affiliated retailer.

Where can I use my ZIP Line of Credit Facility?

You may use your ZIP Line of Credit facility at any ZIP affiliated merchant. Please check our stores directory for a list of these merchants. ZIP is continually expanding its’ stable of quality merchants to enhance the benefit and range available to all ZIP customers.

What is the ZIP Consumer Centre?

The ZIP Consumer Centre is our online access point for your Account. It can be found by signing it at www.zipmoney.com.au. All information about your Account can be accessed and viewed or updated. Information includes outstanding balance, available credit, repayment details, transaction and statement information, and much more. It also provides an instant messaging contact service for all your enquiries.

How do I access the ZIP Consumer Centre?

You can access the ZIP Consumer Centre by signing in. You will require your log in details and password to access your Account.

What do I do if there is a problem with the product I have purchased?

You should contact the Merchant for all product and delivery related problems. ZIP only affiliates with reputable merchants and they will always assist you, and have detailed policies with regard to these issues. If you are unsatisfied with their review process you may contact ZIP for further advice or assistance.

What is an SMS Code?

An SMS Code is a secure code provided by ZIP to you via SMS, and is required to authorise each purchase. This layer of protection forms part of ZIP’s multi point authentication process and protects both you and ZIP from fraudulent transactions.

How do I update my details?

You can update your details at any time via your online access in the ZIP Consumer Centre.

How do I contact ZIP?

You can contact ZIP via our contact us page, direct online through the ZIP Consumer Centre, through the ‘chat now’ function, or by phone at (02) 8294 2345.

Can I use ZIP in another country?

No. At this stage ZIP is for Australian residents only, making purchases at Australian domiciled retailer websites.

My Account

How does my Account work?

ZIP is a simple and convenient online payment option that lets you buy now and pay later with no credit card required. It’s quick and simple and is specifically designed to help you manage your online spending.

What is my Credit Limit?

Your Credit Limit is the maximum amount you may borrow at any one time under your facility. This is advised at the time you apply, is displayed on your contract and statements, or in the ZIP Consumer Centre.

What are my Available Funds?

Available funds is the amount you have left to use under your Account. It is the Credit Limit less the outstanding balance less any authorised purchases not yet posted to your Account.

What is a Statement?

A Statement of Account is a record of all transactions on your Account for a specified period of time. It includes all debits and credits to your Account. It also provides outstanding balance and available credit information, minimum repayment amounts, payment due dates and more. We will send you a statement each month and it can also be accessed online at any time at the ZIP Consumer Centre.

How do I dispute a transaction on my Account?

To dispute any transaction you must contact ZIP within 30 days of that transaction to initiate an investigation. You may be required to provide evidence to support your claim. You must continue to make your repayments during any disputed transaction investigation. Should the dispute be resolved in your favour any repayments of this transaction will be refunded.

How do I close my Account?

Once you have repaid your outstanding balance, you will not be charged any fees to keep your Account open. You may keep it open with no charges until you wish to use it again to make a purchase.
However, if you would like to close your Account you will need to pay the outstanding balance plus any accrued fees or charges, and then advise us that you would like to close your Account. There are no penalties or fees to close your Account.

I can’t login to my ZIP Account?

To login and use your ZIP Account you need the registered email address/login and your password. If you have forgotten or lost your password you simply need to click on the reset password link on the ZIP Customer Centre login screen. If you still require assistance, please contact zipMoney.

Application & Activation

Who can apply for a ZIP Line of Credit Facility?

Anyone who is over 18 years old, is an Australian resident, is employed in some capacity, and earns more than $300 per week is eligible to apply. ZIP’s lending criteria is then applied to each application.

How do I sign up?

Simply select the ZIP payment option at checkout and proceed with our simple application process.

What do I need to apply?

All you need to apply is the personal and banking information you know by heart, and the identification details in your wallet or handbag – it’s that simple!

How long does it take to apply online?

Our application process is quick and easy and you will usually have an answer within 4 minutes of starting your application! Once your Account is accepted and verified you can use it anywhere you see the ZIP logo.

How will ZIP process my Application?

ZIP will process your application by assessing the application information, ensuring the loan is not unsuitable for you, and ensuring that you can comfortably afford the repayments. Verification performed by ZIP include standard credit and transactional bank account checks. ZIP lending and credit criteria applies to all applications.

How do I activate my Account?

Once your Account is approved and you have accepted the Terms and Conditions and entered your secure SMS code, your Account will be activated. After activation you can start purchasing right away!

Interest Free, Rates & Charges

How does Interest Free work?

Every purchase you make using your Account has a minimum Interest Free period of 3 months from the date of the transaction. If you repay the purchase amount within this period no interest is charged. Should an amount remain outstanding at the end of the 3 month Interest Free period, interest will be charged at the Standard Annual Percentage Rate.

Some purchases may have a promotional interest free period (such as 6 or 12 months interest free) – if this is the case, you will be advised at the time of the purchase and the promotional interest free period will apply to that particular purchase.

Does Interest apply to my Purchases?

Every purchase on the ZIP Line of Credit facility has a minimum interest free period of 3 months. Unlike a credit card, this is a full 3 months from the date of each transaction. Interest will apply at the Standard Annual Percentage Rate to any outstanding balance at the end of the interest free period.

What does it cost?

Every transaction has a minimum interest free period of 3 months from purchase date. Interest will be charged at the Standard Annual Percentage rate if any part of the transaction is unpaid after the interest free period.

Are there any fees and charges payable on my ZIP Line of Credit Facility?

There are no annual fees. A monthly service fee is charged for any month there is a balance outstanding on your Account. Please check your contract for specific details.

Other fees and charges may be charged for alternate methods of repayment or dishonoured payments. Your contract will advise you of these amounts. Late Fees may be charged if you do not make your minimum repayment amount before your payment due date.

Any fees charged are added to the outstanding balance.

What is the Standard Annual Percentage Rate?

The Standard Annual Percentage Rate is the interest rate that applies to your balance after any interest free period. You should check your contract for this rate.

Security

What is ZIP Buyer Protection?

ZIP Buyer Protection is a benefit provided by ZIP to ZIP customers. It protects eligible customers for purchases where the purchase fails to arrive or is significantly not as described. Please see our ZIP Buyer Protection Policy for full details.

ZIP employs 2 factor authentication for every transaction. This means in addition to your Secured Password we will send a single-use Code via SMS to protect your account from fraudulent activity.

Is ZIP secure?

ZIP is committed to protecting all customer data and employs the highest SSL encryption technology to keep this information safe and secure. We comply with all relevant Privacy Laws and treat these obligations and commitments very seriously.

What do I do if I have lost or forgotten my password?

A password is required at all times to access and use your Account. If you have forgotten your password or fear it may have been compromised it can be reset in the ZIP Consumer Centre.

What do I do if I think someone may have accessed my username, password or mobile phone?

You should contact us as soon as you think someone may have access to your personal and private information. ZIP will then suspend all activity on your Account as new personal credentials are established.

Repayments

What is the minimum amount I need to pay?

The minimum monthly repayment amount is the greater of 3% of your outstanding balance or a fixed monthly amount which is determined by your account limit. This will be disclosed in your contract and can also be found on your monthly statement or via your online access at the ZIP Consumer Centre.

Am I am able to pay more than the minimum amount?

Yes, you can pay as much as you like at any time with no penalty (as long as it is more the minimum amount). Paying off more than the minimum will save you interest, and means you pay off your outstanding balance much quicker, allowing you to continue to make Interest Free purchases with your available funds.

How do I know when my repayments are due?

Your payment due date is advised on your statement. You can also find this in the ZIP Consumer Centre. Your first payment is due one month after your first purchase, and then falls due on that day each month (eg 15th of each month). You can pay the minimum amount at any time in the month before your due date.

How do I make repayments on my Account?

Repayments are made via direct debit from your debit card or bank account. You may pay weekly, fortnightly or monthly as long as you pay at least the minimum amount. One off repayments may also be made direct with your debit card or via BPAY. To make repayments, simply sign in to the ZIP Consumer Centre any time.

How does my Direct Debit work?

Your direct debit is a regular payment that is collected by us from your debit card or bank account. It can be set weekly, fortnightly or monthly at any amount that suits you (as long as it is more than the minimum).

If the balance of your Account is $0 the direct debit will not run until you make further purchases using your Account. (If the amount outstanding is less than the direct debit amount the direct debit will only collect the outstanding balance)

What are my BPAY Details?

Your BPAY details can be found at any time using your online access at the ZIP Consumer Centre. BPAY is an alternate payment method you can use through your financial institution to make your ZIP repayments online.

Can I change my repayments?

Yes, you can change the amount, date or timing of your repayments at any time as long as you pay at least the minimum repayment amount each month. To change your repayments, simply sign in to the ZIP Consumer Centre at any time.

What do I do if I cannot afford my repayments?

Please contact us if you are having problems with your repayments. We understand that people’s circumstances can change and we will always look to work through a solution that works for both you and ZIP. It is hard to help if we don’t hear from you!

Signup Process

How do I know that my internet banking will remain secure?

We take security very seriously and use the same encryption that our Australian banks employ. We do not keep your internet banking user ID or password.

Your user ID and password is encrypted when you enter it, securely passed to your bank once to gain ‘read only’ access to your transaction history and then permanently deleted.

If you need to use our service again, you will need to re-enter your user ID and password.

Why do I need to provide my bank login information (username, password, security questions)?

zipMoney has identified online banking access as the quickest and easiest method to get access to your banking information. In order to access this information, it is required that that you provide your username, password, and any security questions associated with your online banking account.

Do you store my bank login information on your servers?

No. Your login information is passed securely to your bank to gain ‘read only’ access to your transaction history and then permanently deleted. Your login information is never displayed anywhere or accessed by human eyes.

What does zipMoney look for in my transaction information?

When we analyse your transaction information, we’re trying to verify that what you told us in the application is true and correct. As a responsible lender, we look to make sure your income or salary, and rent or mortgage payments looks spot on. We also check to make sure you can afford the monthly repayments of a zipMoney account. These are the same things we calculated using your pay-slip and bank statements in the past, but now it is a much faster and easier process.

Who is BankStatements, the technology platform used to access my banking institution?

BankStatements.com.au is an Australian leader in the provision of secure online banking and financial management solutions. They provide services to over 125 lenders and broker groups in Australia and have processed over 250,000 bank statement retrievals for Australian consumers and businesses.

Can zipMoney employees view my online banking username and passwords?

No, zipMoney employees cannot view your banking username and passwords. We do not store this information in our systems or on any computer that a zipMoney employee has access to.

Can zipMoney use my log in information to access my bank accounts to make any transactions?

No – zipMoney has a strictly “read-only” view of your transaction information that does not allow us to move your money or touch it in any way. While your username and password are initially used to log into your account and download your transactions, they are not saved in our database. We can only view your data, we cannot attempt to initiate a transaction.

Where can I find out more about the technology that protects my information?

You can find the important information in our Privacy Policy or Security Practices.

Couldn’t find an answer to your question? Contact us directly and we can help you with it.

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