Cardholder Support
OtherPay DUO User Guide
Everything you need to know about using OtherPay DUO, prepared exclusively for our first 1,000 cardholders.
If you need support, start with this guide.
OtherPay DUO delivers a simple, intuitive experience designed to make secure purchasing effortless. It is not a standard payment card, meaning it will not behave like your other payment cards. If you encounter problems, consult this guide before contacting support. For unresolved issues, please contact the number below between the hours of 9am and 6pm AEST, Monday to Friday.
Getting Started
Pairing your DUO Card
To pair your DUO card with your mobile device, just login to the OtherPay app and follow the onscreen instructions.
Your DUO card must be securely paired with your mobile device in order for you to be able to use it and only the card delivered to you can be successfully paired.
For the pilot we pair DUO cards to your mobile device using its internal wireless technology. For the full launch we will add QR pairing for fast, consistent setup on any device. You will eventually be able to choose wireless or QR so you can use whatever works best for you.
Getting Started
Phone models and DUO
DUO behaves differently across phone models, but the experience is always designed to be smooth and seamless.
iPhone models with instant tap-to-open
From iPhone XS, XS Max and XR models (2018 and onward), you can tap your DUO card to the iPhone at any time to open the Feature Menu.
iPhone models that require one extra step
Models before the 2018 range, including iPhone 7 and iPhone 8, need one additional action.
- Press the Scan button in the app
- Then tap your DUO card to the iPhone.
The produces the same outcome as instant tap-to-open.
Android devices
On Android devices with wireless scanning, tapping your DUO card to the device will activate authentication and open the Feature Menu. As with an iPhone, pressing the Scan card button on your Android device may improve the scanning capabilities of your device.
How the app is structured
Featured Menu
This is the core of the DUO app and requires your DUO card for access.
It brings together six key features, from Shopping to exchanging eCash, all detailed below. Scan your card with your mobile, device, then authenticate to enter.
Shop in-store
When shopping in-store, scan your DUO card with your mobile device and authenticate to open the Feature Menu, then select Shop in-store.
Where's my PIN?
Your OtherPay DUO card has no fixed PIN because the OtherPay app creates one for you whenever it is needed.
Requesting a dynamic PIN is quick and straightforward. Simply select ‘Show PIN’ after you begin your in-store transaction.
Note: For your first in-store purchase, the POS terminal will ask for a PIN regardless of the amount. After this first use, a PIN will only be required for higher-value purchases or where the POS asks you for one.
Shop online
When shopping online, scan your DUO card with your mobile device and authenticate to open the Feature Menu, then select Shop online.
Where are my card details?
Your OtherPay DUO card is the first card in Australia to be issued without ANY sensitive card details printed on it.
To access your card details:
- Tap your DUO card to your phone to open the Feature Menu.
- Select the ‘Shop online’ feature in the menu.
- View your dynamic card number, expiry date and security code.
Click to Pay
Click to Pay is a service from Mastercard, Visa and other payment schemes that lets you make online purchases without entering card details.
All OtherPay DUO cardmembers will be registered to use the service once it becomes available.
To activate:
- Tap your DUO card to your phone to open the Feature Menu.
- Select the ‘Click to Pay’ feature in the menu.
- Follow the on screen instructions to pay with Click to Pay with the merchant you’re purchasing from.
ATM
Cash withdrawals at ATMs will be available after the pilot program.
This is because during the pilot, know-your-client (KYC) and anti-money-laundering (AML) checks are not required on cardholders, as account balances are restricted to below $5,000.
eCash
eCash has two core functions. It lets you exchange small amounts of money with other OtherPay users, and it also lets you send digital tips to services that offer OtherTip. In both cases, no personal information is shared.
To offer eCash:
- Tap your DUO card to your phone to open the Feature Menu.
- Select the ‘eCash’ feature in the menu.
- Select ‘Offer eCash’.
- Follow the on-screen instructions to offer someone eCash.
To tip with OtherTip:
- Scan the OtherTip compatible QR code displayed by the business.
- Scan your card to authenticate yourself to the app.
- Specify the amount.
- Extend the tip.
Note: it is also possible to activate OtherTip via the eCash sub menu reached from the Feature Menu.
Authenticate
How the app is structured
Transaction History and Settings
These sections are located outside the Feature Menu and can be accessed at any time without scanning your card.
