Frequently asked questions

Signing Up

Where can I sign up?

You can download Finch on your mobile phone from the Apple Store, Google Play Store or get invited by a friend. Once downloaded, click “Get Started” to Finchin.’

Why do you need my mobile number?

To keep your Finch account safe and linked to your mobile phone number, we send you a 6-digit passcode via text during sign up for authentication.

I didn’t receive the passcode…

Text messages can sometimes experience a delay in delivery. Wait a few minutes and tap “resend code”. If you still haven’t received the code after multiple attempts, contact us here.

The passcode you sent me isn’t working

For your security, passcodes are only valid for a limited period of time. To generate a new code, please complete the sign-in process again.

What happens when I sync my contacts with Finch?

When you sync your contacts with Finch you’re simply allowing the app to find your friends easily from your contact list on your phone. We do not send anything to your contact list without your permission. For example, if you wanted to pay your friend Jane – by syncing your contacts you can simply type in Jane’s name when you make the transaction.

My contacts aren’t syncing properly…

Make sure you are running the latest version of IOS or Android. You can check your current version in your settings.

Why am I getting an error when I try to sign in?

Finch is currently only supported within Australia. If you’re receiving an error when attempting to log in from within Australia, here’s a few things you can try:

Make sure you’re running the latest version of IOS or Android

Make sure you’re not using a VPN

Check your network connection. If you’re connected to an office or school network, try connecting to a different network or turning off Wi-Fi completely

What is the difference between Preferred Name and Username?

Preferred Name is your name as it appears for friends and contacts (and on the activity feed). You can change this at any time and it doesn’t have to be the name on your bank card.

Your username is @handle you can share with your friends as an alternative way to find you. Both names are searchable.

Pay and Request

Are there fees to use Finch?

Paying or requesting money, splitting bills, running tabs, or making bank transfers on Finch is always FREE. We waive transaction fees when you send money using your Finch balance or your debit card. Otherwise, if you want to send money using a credit card our standard 2.4% applies.

You’ll always be notified when adding a card with a fee, and you can double check any cards that you’ve added in your Settings > Banks & Cards.

How long does it take for a payment to arrive in my Finch balance?

Payments from friends should appear instantly in your Finch Account. If there’s a delay from someone using a credit or debit card, there’s a possibility that the payment has not cleared. If this is the case, we’ll reverse the payment, and you should see it in your account immediately. You’ll be notified immediately in your “FYI” section in Notifications.

I paid someone who’s not currently on Finch, will they get the money?

Finch will send a text to your friend notifying them of your payment. Make sure your friend downloads Finch using the same phone number you paid to ensure they receive the money. Maybe send them a text too, just in case they missed it.

Please note: If this person hasn’t joined within 30 days, we’ll send you a notification and automatically credit your Finch balance.

What’s the most money I can send to someone on Finch?

Everyone starts out with a $250 weekly rolling limit. This means the combined total of all payments can’t exceed $250 in a 7 day period.

Finch is required by Federal law (AML/CTF Act) to collect information to verify your identity. Once your identity information has been provided, your limits are:

Sending Funds – $1,500 weekly rolling limit

Bank Transfers – $1,500 weekly rolling limit

How do I add a bank account?

If you’re in the app please follow the instructions below:

1. Tap the “Finch” icon in the upper left hand corner of the app
2. Tap “Cash & Cards”
3. Tap “Add Bank Account” and follow the instructions

Depending on your bank, you’ll be prompted to add your online banking username and password.

Why do you need my online banking credentials to cash out?

As an added layer of security, Finch connects to your bank in order to do an “Instant Account Verification” – it’s a more secure and convenient alternative than entering BSBs, while maintaining a link to your account for Finch bank transfers and financial insights.

We don’t store any of your log-in details or BSB information at all.

What do I do if I receive a payment from a stranger?

Be nice… If you receive a payment from someone you don’t know, wait a few days in case they cancel the transaction with their bank. After that, you can simply return the payment to the user with a note explaining that they paid the wrong person.

Once I’ve initiated a payment, can I change where the money is coming from?

The funding source and payment amount can’t be changed once a payment has been sent. The moment you send a payment in Finch, the funds are authorised to be withdrawn from your funding source.

Please see section Bank Account and Card on how to update your primary funding source, so that the correct payment method is debited for next time!

Why can’t I make a payment?

Please check your available balance and expiry date before trying again.

Can you cancel my payment?

Unfortunately no – the moment you send a payment in Finch, we send a request to your bank/card company to debit the funds and make them available to your friend.

To get the funds back, simply have your friend send you a payment for the same amount, and you can transfer those funds back to your bank account… make sure you ask nicely.

Please note: If your payment was to a new user and they haven’t joined within 30 days, we’ll send you a notification and automatically credit your Finch balance.

What do I do if I paid the wrong person?

Send them a payment “request” for the same amount you “paid” with a note explaining the mistake.

We’ll send automatically reminders for you, but if you don’t hear back from them after two weeks, feel free to contact us here. We’d be happy to help!

How do I make my payments private?

While we love seeing your fun social pics we completely understand your desire to keep some of your payments private. To set ALL your transactions to private, go to “Settings” scroll to “Social Activity” and select “Me only”. Or you can do it as you go: simply click on the lock icon (bottom right) when you’re making a payment or request.
Select either “Friends” or “Me” and you’re all sorted!

Groups

How do I start a new Group?

On the home screen, hover over existing Groups and swipe left until you reach the end. (Don’t worry, you’re not swiping away the lover of your dreams!) Tap the “+NEW” button where you’ll be prompted to create your group.

What can I use Groups for?

The uses for Groups are many and varied… anything from managing your housemates, to planning that next big ski trip, or even keeping track of that flaky friend that never pays you back.

Can I invite new people to a Group after I’ve started it?

If you’re the creator of a Group, yes. When in the group, tap the Settings button in the top right corner, then tap the purple  “+ADD” button above the group members.

If you didn’t create the Group, ask the tab creator to do the above.

I don’t have enough money to fully settle a Group tab right now, can I pay a part of it?

Waiting for some funds to come through? There are a couple of things you can do…

You can settle transactions separately within a Group. Simply scroll down to find the transaction you want to settle and tap “Settle Up”.

Alternatively, you can even out the costs by adding your own group expenses to the tab.

Bank Transfers

How do I transfer money from my Finch balance to my bank account?

1.  Add a bank account
To add a bank account in the app please follow the instructions below:

1. Tap the “Finch” icon in the upper left hand corner of the app
2. Tap “Cash & Cards”
3. Tap “Add Bank Account” and follow the instructions

For your security and protection, Finch will verify your credentials with your bank. Depending on your bank, you’ll be prompted to add your online banking login details to establish free and secure bank transfers. Finch never stores this information and uses bank-level SSL protection.

 

2. Transfer Finch balance to bank account
Once you’ve added your bank account and we’ve verified it, you can make free and secure bank transfers.

In the app:

1. Tap the “Finch” icon in the upper left corner of the app
2. Tap on “Cash & Cards”
3. Tap “Cash Out” in the upper right corner of the app
Enter the amount you’d like to transfer to your bank and tap the blue “Next” button
4. Tap the red “Withdraw Funds” button to complete the transfer

Where is my bank transfer?

It’s possible your bank may have back-dated the transfer to an unexpected date. We recommend checking your bank statement within a range of two days around the expected arrival date displayed. You should see something along the lines of “FINCH” on your statement. If you’re still not seeing the funds in your bank account, let us know here.

How long does it take for money to arrive in my bank account once I cash out?

When you initiate a bank transfer in Finch, we’ll show you the estimated arrival date upon completion.

Bank transfers submitted before 2PM AEST will typically reach your bank account the next business day. However, all withdrawals are reviewed by us and may be delayed or blocked if we identify a problem. Bank transfers will not be deposited on weekends or bank holidays.

To confirm receipt of a bank transfer, please make sure you check your bank account statement to see if the transfer has been processed and deposited into your bank account.

If you’re unable to locate your bank transfer after 3 full business days (weekends and bank holidays are not business days), please contact us here.

For a list of federal and state holidays that apply to most banks, please see here.

What is the limit on a bank transfer?

For your first 7 days on Finch, your cash out limit is $200. For the next 7 days, your cash out limit is $300. The cash out limit does not roll over – that means even if you didn’t cash out in your first week, you will still only be able to cash out $300 in your second week. To learn more about limits, or how to verify your identity, please see Payments and Requests. As noted in Finch’s User Agreement, these limits may change from time to time at Finch’s sole discretion.

Can you rush my bank transfer?

Unfortunately, we’re unable to expedite the process. Once you initiate the transfer, the funds leave our system and get sent to your bank for processing. For more information about when you can expect to see those funds, please see section Bank Transfers.

Why can’t I transfer money to a card?

At this time we can only send funds to a checking or savings account directly. Although your debit card is linked to a checking account, you’ll have to sign in to your online bank account through our secure bank transfer link to send funds there.

For more information about how to add your bank account to your Finch account, please see section Bank Transfers.

Can I auto top-up my Finch balance?

Yes. Simply go to Finch Menu, select “Cash and Cards” and choose the amount you wish to auto top-up. When your Finch balance falls below this amount, we’ll automatically top it up fo you with your card.

Can one bank card and account be attached to two separate Finch accounts?

At this time, only one debit or credit card can be linked to one Finch account. This requirement is in place to help prevent fraudulent transactions and protect the financial security of our users.

However, it is possible if you share a bank account – for you to make a bank transfer to the same account if you wish.

If you run into a situation where you’re unable to add a funding source that’s already linked to another Finch user, feel free to contact us and we can help.

Can I use Finch outside Australia?

Finch was made with love in Australia! It’s not available anywhere else in
the world… yet.

Where can I see my funding sources?

In the app, head to your Settings > Cash & Cards, where you should see a list of the bank accounts and cards that you’ve added to your Finch account.

Why is there a $1 charge on my card after adding to my Finch account?

Finch performs a temporary card verification hold of $1 for all newly added credit and debit cards. This amount never actually leaves your bank account, it’s held for a short time and returned to you within 5 (business) days. We do this for every new card added to your account. For security purposes, you can’t add more than 2 cards in a 48 hour period.

It’s important for us to verify your account in order to avoid any fraudulent and unauthorised usage of your card and information. If you haven’t added a card to your Finch account, please check with your bank immediately for unauthorised activity. If you need further assistance, please contact us at support@finchme.com. We’ll be more than happy to help!

How secure is Finch?

Finch uses bank-level security and 256-bit encryption for all card and bank transactions. We never store your card or bank information and comply to the highest Australian security and financial regulation standards.

As another layer of security, Finch uses the latest biometric ID and PIN security within the app, which you can find in your “Security & Settings”. By enabling this feature, the app will ask for your PIN or thumbprint every time the app is opened.

What is bank level security?

We don’t store your card or bank account numbers. Users are encouraged to use 2-factor authentication to access their accounts for additional levels of security.

 

Still got questions?

Couldn’t find the answer you were looking for? Contact us at support@finchme.com.