Why are Adviser Initiated Payments not working?

Some common reasons why Adviser Initiated Payments (AIP) may not work are:

• Authorisers with missing or incorrect mobile details
• The account needs more than two approvers
• The account has exceeded daily pay limits
• Your client’s Access Code is currently locked.

If your client isn’t receiving the push notifications, ensure their details are up to date. Your clients can simply call us on the relevant number below to make any changes:

• Grow Wrap: 1800 095 825 (Overseas +612 5501 1744)
• Voyage: 1800 892 353 (Overseas +612 5501 1744)
• PortfolioOne: 1800 675 831 (Overseas +612 5501 1744)

If your client's Access Code is locked, you'll see an error message on the screen in Adviser Online when trying to send them a push notification.

You can find more information to help them unlock their Access Code.

Once your clients Access Code has been unlocked, they’ll be able to receive push notifications.

If your client is still experiencing issues unlocking their Access Code, please call us on the relevant number below:

• Grow Wrap: 1800 095 825 (Overseas +612 5501 1744)
• Voyage: 1800 892 353 (Overseas +612 5501 1744)
• PortfolioOne: 1800 675 831 (Overseas +612 5501 1744)

You can’t use AIP for accounts that require more than two authorisers. If an account needs more than two authorisers, your client will need to initiate and authorise payments themselves, either with a manual withdrawal form or online via the online portal.

If your client requires dual authorisation, the payment authorisation will be automatically sent to each authoriser once you navigate to the Send payment page.