Q: What is Pay by Account?
A: Pay By Account is the simplest and most secure way for you to make payments online from your bank accounts. You consent to sharing data about your bank accounts with Pay by Account so that you don’t have to enter bank account details every time you want to make a payment. You can also check your bank account balances before making payments.
Q: Is my bank account data safe?
A: Pay by Account securely handles your bank account data in accordance with industry security standards and guidelines.
Q: How can I pay using Pay by Account?
A: Pay by Account is offered by participating merchants. Look for the Pay by Account logo or button at checkout.
If you have an account, it’s as easy as selecting Pay by Account as the payment method at checkout, logging in to Pay by Account and selecting the bank account you want to pay with.
Q: Does my bank support data sharing with Pay by Account?
A: All Australian banks support the sharing of bank account data with Pay by Account.
Q: How do I add a new bank account to Pay by Account?
A: You can add a new bank account to Pay by Account when using Pay by Account as a payment method. Select Connect another bank or account at the payment screen and follow the prompts to consent to sharing data from your bank.
Q: How do I remove my bank account from Pay by Account
A: Select Bank accounts from the menu and select the Manage consent button on the right. In the popup, find the bank that you want to stop sharing data from and select Stop sharing all accounts. When you confirm that you want to stop sharing data from that bank, you will no longer be able use the bank accounts with that bank for making payments or receiving refunds through Pay by Account.
Q: How long do I share my bank account data with Pay by Account?
A: You consent to sharing data from your bank for a period of 365 days. You can revoke your consent to data sharing at any time, either through Pay by Account or through your bank..
Q: The data sharing consent for my bank account has expired. What can I do?
A: You can add your bank account to Pay by Account again when using Pay by Account as a payment method. If you have no bank accounts shared with Pay by Account, you will be prompted to add a bank account at the payment screen. Follow the prompts to consent to sharing data from your bank.
Q: I had a problem paying with Pay by Account. What can I do?
A: Please contact our support team.
Q: How do I update my personal details in Pay by Account?
A: Select Update profile under Manage account in the menu and enter your new details.
Q: How do I update my email address in Pay by Account?
A: Select Update email under Manage account in the menu and enter your new email address. A code will be sent to the mobile phone registered to your account to confirm the change.
Q: How do I update my mobile number in Pay by Account?
A: Select Update mobile under Manage account in the menu and enter your new email address. A code will be sent to the mobile phone registered to your account to confirm the change.
Q: How do I change my password?
A: Select Change password under Manage account in the menu. You must enter your current password and choose a new password. The new password must be at least 8 characters and must contain lowercase and uppercase letters, digits and symbols. The new password must not contain more than two repeated characters and must not contain any account details, e.g., your last name.
Q: I forgot my password. What can I do?
A: You can reset your password. On the Pay by Account login page, select the Forgotten Password link. Enter your email address and your new password. A code will be sent to your mobile phone to confirm the change.
Q: Can I deactivate my account?
A: Yes, you can deactivate your account by selecting Deactivate account under Manage account in the menu. If you deactivate your account, you will stop sharing data from all banks. You will not be able to use Pay by Account to make a payment or submit a dispute with any merchant. You will not be able to access your account to see your transactions or disputes. You will not be able to create a new account with the same email address or mobile number.
Q: Can I see who I've paid using Pay by Account?
A: Yes, you can view all merchants that you’ve paid by selecting Merchants from the menu. Select a merchant to view more details.
Q: Can I see all my transactions?
A: Yes, you can view all transactions by selecting Transactions from the menu. You can filter your transactions by bank account, merchant, amount and date. Select a transaction to view more details.
Q: What does it mean if a transaction is Pending?
A: Payments to a merchant can take up to 3 business days, depending on your bank. If the transaction is Pending, then your payment to the merchant hasn’t cleared yet. You cannot dispute a Pending transaction.
Q: What does it mean if a transaction is Approved?
A:Your payment to the merchant was successful. You can dispute an Approved transaction if you need to.
Q: What does it mean if a transaction is Declined?
A: Your payment to the merchant failed. For example, you may not have had sufficient funds in the bank account you used for payment. You cannot dispute a Declined transaction.
Q: I haven't received goods or services from a merchant. What can I do?
A: You can only dispute a transaction with a merchant if the transaction was conducted through Pay by Account.
You can dispute a transaction by selecting the transaction and clicking the Dispute Transaction button. Alternatively, you can select Disputes from the menu and click the Dispute a Transaction button.
You cannot dispute a transaction unless it is Approved.
Please allow 2 calendar days from expected delivery date before submitting a dispute in case there was an unexpected problem with delivery.
Please provide relevant information and documents when submitting a dispute so that the merchant can investigate the problem.
Please do not include any personal data that isn’t relevant to your dispute and please do not include your bank account details.
Please contact our support team with any further queries.
Q: There is a transaction that I did not authorise. What can I do?
A: Please contact our support team.
Q: I have duplicate transactions. What can I do?
A: Please contact our support team.
Q: A transaction was for the incorrect amount. What can I do?
A: Please contact our support team.
Q: How long do I have to dispute a transaction?
A: You can dispute a transaction up to 30 calendar days after the transaction date.
Q: How long does it take for a dispute to be resolved?
A: The merchant will review your dispute and must respond within 7 calendar days. The merchant can either accept the dispute and issue a refund or reject the dispute.
If the merchant doesn’t respond at all within 7 calendar days, Pay by Account will automatically issue a refund.
Q: What is happening with my dispute?
A: You will receive email notifications whenever there is a change to your dispute. You can check the dispute by selecting Disputes from the menu to view all disputes and selecting the relevant dispute.
Q: A refund has been initiated. How soon can I expect my money?
A: It can take 3 to 5 business days for the refund to clear in your bank account.
Q: I haven't received my refund. What can I do?
A: Please allow 5 business days for the refund to clear in your bank account. If you still haven’t received your refund, please contact our support team.
Q: The merchant has rejected my dispute. What can I do?
A: You have 7 calendar days to escalate the dispute to Pay by Account. Pay by Account will review all the evidence that you and the merchant have provided and will resolve the dispute accordingly. The decision of Pay by Account is final.
To escalate a dispute, select Disputes from the menu to view all disputes, select the relevant dispute to view its details and click the Escalate Dispute button.