Missing payments troubleshooting guide
If you’ve made a payment on your account but you’re not sure if we received it, this article will provide some troubleshooting steps.
Check the payment processing time.
Depending on the payment method used, payments can take can take 4 business days to appear in your account.
Check your billing date.
If you’ve made a payment and it doesn’t reach your account before your billing date, it won’t appear on your bill until the following month.
Check with your bank.
Check with your financial institution that the payment was successful.
Once you’ve confirmed with your financial institution that the payment was successful, try these solutions.
If you made the payment by credit card, you can raise a missing payment search by calling 1300 650 410. To complete the investigation, you’ll need to provide:
- Payment channel – online, over the phone, or in store.
- Payment date.
- Payment amount.
- Your credit card number and expiry date.
For missing BPAY payments, you'll need to contact your bank and request a payment reversal.
For missing Australia Post payments, you’ll need to contact Australia Post by calling 13 18 16 or visiting your nearest post office.