BPAY Help For Personal Users

Paying bills online with BPAY
Click to expand FAQs
What is BPAY?

BPAY is a fast, convenient and easy way to pay your bills. Offered through over 150 of Australia’s leading financial institutions, BPAY makes it easier to pay bills anytime, anywhere through your online, mobile or phone banking.*

With BPAY you have the option of paying from a cheque, savings or credit card account. (Please note, not all billing companies will accept payment via a credit card account).

Find out more about paying bills with BPAY

*BPAY is accessible anytime and anywhere you have access to online, mobile or phone banking.

How do I pay a bill with BPAY?

Paying with BPAY is easy:

  • Log on to your online, mobile or phone bank.
  • Look for the BPAY logo and Biller Code on your bill.
  • Enter the required information – biller code, customer reference number, payment amount and date.
  • Pay your bill
  • And you're done!
How long will it take for my payment to go through?

BPAY payments are acknowledged as paid the biller on the day the payment is made, as long as it is a Banking Business Day^ and the payment is made before the cut-off time set by your financial institution (usually the end of the financial institution’s business day) — contact your financial institution institution if you need to know more.

If you miss the cut-off time, your payment will be acknowledged by the biller and on the next Banking Business Day.

^Banking Business Day means a day on which banks in Sydney or Melbourne are able to effect settlement through the Reserve Bank of Australia.

If I make a payment on the weekend, when will the biller receive it?

If you make a payment on the weekend or a public holiday, it will be acknowledged and processed on the next Banking Business Day^. As BPAY is a batch process, the biller will generally receive the files containing the payment information the following day although they are required to acknowledge your payment as being received on the first Banking Business Day after the weekend or public holiday.

^Banking Business Day means a day on which banks in Sydney or Melbourne are able to effect settlement through the Reserve Bank of Australia.

How do I schedule a payment for later?

BPAY makes it easy to set-up a bill payment to automatically take place on a date that suits you. Simply log on to your online, phone or mobile bank, choose the BPAY or bill payment option, then follow the prompts to choose the date when you’d like to make the payment. Remember to make sure you have enough money in your account on the payment date, or the payment may not go through and you may be charged a fee by your financial institution. You may also be charged a fee by the biller for any late payments.

How do I stop a scheduled payment?

You can generally stop a future bill payment at any time up until the date it’s scheduled to take place. Log on to your online, phone or mobile bank and choose the BPAY or bill payment option, then follow the prompts to cancel the payment. The precise steps you need to take will vary depending on your online, phone or mobile bank. Contact your financial institution if you need more information.

Which accounts can I use to pay a bill?

While all billers accept payments from savings, cheque and debit card accounts, only some billers choose to accept payments from credit card accounts. Search for a biller to check which payments they accept.

Do I earn reward points by paying with my credit card?

Some billers offer the option of paying from credit card account. This payment does no go through the cards system and therefore the payment may not earn rewards points (check with your credit card issuer).

Where do I find details of past bill payments?

You can check recent bill payments by logging on to your online, phone or mobile bank and looking at your transaction history for the account you made the payment from. The precise steps you need to take will vary depending on your financial institution. To find out more, or to get information on older transactions, contact your financial institution.

Can I make a BPAY payment when I’m overseas?

Absolutely. As long as you’re registered for online, mobile or phone banking with an Australian financial institution that offers BPAY, you can make a payment from almost anywhere in the world.*

*BPAY is accessible anywhere and anytime you have access to your online, mobile, or phone bank.

What does BPAY cost?

BPAY is a service delivered through your financial institution’s online, mobile, or phone bank and they may set fees for making BPAY payments. Contact your financial institution or read its disclosure documents to find out more.

What is a Customer Reference Number (CRN)? Where do I find it?

It’s a unique number that your biller uses to identify your account or invoice. You can find it in the payment options section of your bill — just look for the BPAY symbol.

BPAY

Why does my Customer Reference Number (CRN) change on some bills but not others?

Some billers use a single CRN to identify your account, while others prefer to use separate CRNs for each bill so they can track them more easily. That means it’s important to check the CRN on each bill when you pay it.

An easy way to make sure you use the right CRN every time is to sign up for BPAY View. With BPAY View, you can receive and view bills online, then pay them with a single click. All of the details are filled in for your approval, so you can be confident they’re correct.

BPAY View may not be available for all billers.

How do I find a Biller Code?

Just look for the distinctive BPAY symbol on your bill:

BPAY

On a bill, you can find it in the payment options section. If you’re shopping online, you can find it on the payment options page.

Search for a biller Code

Is there a limit on the size of BPAY payments?

Yes. Both your financial institution and your billers can limit the amount you can pay by BPAY.

Billers generally set upper and lower limits for BPAY payments. They may also limit the size of payments they accept from particular sources, such as credit card accounts.

Financial institutions may also limit the amount you can pay from a particular account, to a particular biller, or on a single day. Please contact your biller or financial institution for further details.

BPAY QR codes on bills
Click to expand FAQs
What is a QR code?

Quick Response (QR) Codes are 2-dimensional bar codes enabling a mobile phone or tablet to access information about a product, service or person by scanning the code either from paper or electronic media. Below details how to use a BPAY QR code.

How do I make a BPAY payment using a QR Code?

Step 1 – Log into your mobile banking application
Log onto your mobile banking application and select the BPAY option.

 

Step 2 – Find the QR Code on your bill
Locate the QR Code on your bill next to the BPAY payment box.

 

Step 3 – Scan the QR Code on your bill
Using the QR Code scanner within your mobile banking application, scan the QR Code on your bill. The BPAY Payment screen will be populated with all the required information about your BPAY payment, including: the Biller code and Biller name, Customer Reference Number and the amount due. You can then select the account to pay from. You also have the ability to change the payment amount if you wish.

 

Step 4 – Make the payment
Click to make the payment. That’s it, it’s that easy. You can also watch our video tutorial on how to make BPAY payments using QR Codes.

Which Financial Institutions offer BPAY QR Code scanners in their mobile banking platforms?

Currently, these Financial Institutions support QR Code scanning through their mobile banking applications:


Viewing bills and statements online with BPAY View
Click to expand FAQs
What is BPAY View?

BPAY View is an easy way to view, pay and store bills and statements online. BPAY View sends bills and statements straight to the same online or mobile bank you use to pay them, saving you from shuffling paper. With convenient reminders in a form you choose (either SMS, email or bank message*) and secure online or mobile access, BPAY View makes it easy to pay on time, every time. And BPAY View is easy on the environment too.

*Reminder options may differ by financial institution.

Find out more about BPAY View

How do I use BPAY View?

Getting started with BPAY View is easy:

  • Check your bill to check if the bill is offered via BPAY View

    Many important businesses have already signed up to BPAY View. To see if your biller is among them, look for BPAY View in the How to Pay section of your bill or check this list of BPAY View billers.

  • Log on to your online banking

    Log on to your online or mobile and choose the BPAY View or View Bills option.

  • Register for BPAY View by filling in the information request (you will need your bill with you for this step)

    Follow the prompts to register for BPAY View with each of your billers. Each biller or organisation may require slightly different information but generally you will need:

    • Your customer name as it appears on the bill.

    • The BPAY Biller Code.

    • Your Customer Reference Number.

    • Your BPAY View Registration number which is noted in the BPAY payments box on your bill.

     

    Just look for the distinctive BPAY Biller Code and reference number on your bill.

    Look up a BPAY View biller and find out what information they need to register you You can contact your biller as well.

  • Receive confirmation

    Within two working days, your financial institution will be in touch by email or through your online or mobile bank to confirm you’re registered. They’ll also let you know when your next statement or bill arrives.

  • And you're done!

    To pay more than one bill simply repeat the process as many times as you need.

My BPAY View registration failed! What do I do now?

If you’re having trouble registering for BPAY View, check your online or mobile bank to find out the reason, provided with the rejection. The most common problems are entering the wrong details, or registering with more than one financial institution if your biller does not provide the option of multiple registrations.

Tip: some billers require you to enter the exact customer name as it appears on the bill.

If you’re still having problems, contact your financial institution.

Which financial institutions offer BPAY View?
Which bills can I receive with BPAY View?
When will I get bills through BPAY View?

Your bills will arrive in BPAY View in line with your biller’s existing billing cycles. The only difference is that they’ll be sent straight to your online or mobile bank.

How will I know when I have a bill to view?

It depends on your financial institution and what you selected as your preferred reminder method when you registered for that bill. Your financial institution will let you know when you have received a bill generally by email, SMS or a message in your online or mobile bank. Financial institutions may offer a range of different reminder options. Contact your financial institution to find out more.

How do I view a bill?

Simply log on to your online or mobile bank, then choose the BPAY View or view bill option. You’ll see a summary list of all your current bills, with key information like the Business name, the amount and the due date.

To look at a bill in detail, either click the biller name or select the bill and click Show detailed bill, the description may vary slightly depending on your financial institution.

Why am I still getting a paper copy of my bill?

Some billers are legally required to send a paper bill, even if you’ve registered for BPAY View. Contact the biller for more information. Additionally some billers require you to opt out of receiving a paper bill within their website.

Can I get a paper copy of a BPAY View bill?

Absolutely. You can print a paper copy directly from your online bank. You can also contact your biller and ask them to mail you a separate copy, but remember that some billers may charge you for this service.

How do I pay a BPAY View bill?

Using BPAY to pay a bill which is received by BPAY View is even easier than with a paper bill. Just choose the bill you want to pay from your BPAY View summary list and click Pay Bill. A BPAY payment is immediately prepared for you to approve, with all the details filled in.

Do I have to use BPAY to pay BPAY View bills?

No. You can use any of your usual payment options, which are shown for your convenience on the detailed bill in BPAY View. Of course, if you do choose to use BPAY, all of your bill details are filled in with a single click.

Can I use my BPAY View bills as tax records?

You can print or download electronic copies of BPAY View bills and keep them for your tax records.

According to the Australian Taxation Office (ATO), a printed copy of a BPAY View bill can be used as evidence of a work-related expense, as long as you also have either a payment receipt (such as a BPAY receipt) or a bank statement showing the payment date and amount.

Business owners may need to provide extra details.

But remember, tax laws are complex, and everyone’s situation is different, so contact your tax adviser or the ATO if you need more information.

Disclaimer: This is general advice. BPAY does not provide tax or legal advice. Before using BPAY and/or BPAY View please review your financial institutions terms and conditions and consider whether BPAY is appropriate for your personal circumstances.

I think my bill is wrong! What should I do?

Contact the biller directly, using the contact details shown on your bill in BPAY View.

How long will the bill stay in my online or mobile bank?

It depends on your financial institution. All BPAY View bills are available until after the expiry date of the bill, or as long as the biller stipulates that it needs to be available. Most financial institutions will also keep older bills listed in your summary bill list for up to 18 months. And remember that you can download copies of each bill to your computer if you’d like to keep it.

How do I cancel BPAY View for a bill?

Simply log on to your online or mobile bank, choose BPAY View, then follow the prompts to select and deactivate the biller. As soon as you deregister from BPAY View for that biller, they’ll automatically start sending your bills by other methods (such as mail). Contact your biller or financial institution if you need more information.

What does BPAY View cost?

BPAY View is a service delivered through your financial institution’s online or mobile bank and they may set fees for using BPAY View. Contact your financial institution to find out more.

Troubleshooting
Click to expand FAQs
My payment won’t go through. What should I do?

Firstly check to see if the payment details are correct (including the Biller Code and Customer Reference Number, plus the date and the amount) and that your biller accepts payments from the type of account you are trying to pay from.

For online, mobile or phone banking assistance, contact your financial institution directly.

I made a mistake! What should I do?

Don’t worry! Your financial institution should be able to help you correct some mistakes. Contact them straight away if you have:

  • Paid too much.

  • Used the wrong Biller Code or Customer Reference Number.

  • Accidentally paid the same bill twice.

Find your financial institution's contact details

If you paid too little, simply make another payment to cover the difference. Remember to check first with your financial institution to see if any extra fees or charges will apply.

My biller hasn't got my payment. What should I do?

Check the time you made the payment — if you missed your financial institution’s cut-off time, it won’t go through until the next Banking Business Day^

If your payment should already have gone through, contact your financial institution straight away. Have your BPAY receipt number handy, so they can use it to track the payment.

^Banking Business Day means a day on which banks in Sydney or Melbourne are able to effect settlement through the Reserve Bank of Australia.

I didn’t get what I paid for. Will BPAY give me a refund?

Unlike some credit card payments, your financial institution isn’t able to get a refund for a BPAY payment from a business that doesn’t deliver, even if you paid from a credit card account. Contact the biller directly or talk to the consumer protection authorities in your state.

I think a payment has been made that I didn’t authorise. What should I do?
Is BPAY safe?

Yes. All BPAY payments are made within the secure environment of your online, mobile or phone bank, so you can be confident that your security is protected. The only people with access to your personal and account details are you and your financial institution. Neither BPAY or your biller receives any of your personal details or account details during the payment process (except the bank account type you paid from).

To find out more about the security features of your online or mobile bank and how you can help protect your personal information, contact your financial institution. Neither BPAY or your biller receives any of your personal details or account details during the payment process (except the bank account type you paid from).

Is it safe to pay with BPAY from a credit card account?

Yes. BPAY payments are made within the secure environment of your online, mobile or phone bank so you can be confident that your security is protected. Neither BPAY or your biller receives any of your personal or account details during the payment process (except the bank account type you paid from).

Will BPAY email me about a payment?

No. BPAY does not keep personal or account details about people who use our service, so any emails you receive about a BPAY payment will come directly from your financial institution.

BPAY may sometimes send you general information — if you ask a question over our website or sign up for our newsletter or enter a marketing competition. But we will not send emails containing links to online or mobile bank sites.

If you receive an email with links to your online or mobile bank, don’t follow them. Contact your financial institution immediately.

Is BPAY View safe?

Yes. Like BPAY payments, BPAY View bills are sent and stored within the secure environment of your online or mobile bank, so you can be confident that your security is protected. We have strict processes in place as part of the registration process to make sure billers verify your identity before sending a bill and keep your personal information safe.

If you choose to pay a BPAY View bill by BPAY, the only people with access to your personal or account details are you, your billers, your Bill Service Provider and your financial institution. BPAY does not receive any of your personal details or account details during the payment process (except the bank account type you paid from).

Where is my bill stored?

Your bill summary information which includes the following information:

  • Biller name

  • Amount due

  • Date due

is hosted within the secure environment of your online or mobile bank.

The detailed bill is hosted by the biller or their Bill Service Provider, and can only be accessed via a secure link from your bill summary information with your online or mobile bank.

Can people view my bill?

Only the biller, the Bill Service Provider and the person who has access to your online or mobile bank can view the bill summary or detailed bill.

To find out more about the security features of your online or mobile bank and how you can help protect your personal information, contact your financial institution.

General FAQs
Click to expand FAQs
Do you have anything to do with PayPal?

No, BPAY isn’t related to PayPal. We’re proudly an Australian company, with BPAY and BPAY View offered through the country’s leading financial institutions. In fact, BPAY is a world first and a distinctively Australian payment innovation.

Will my biller charge me for processing BPAY payments?

Each biller decides how to cover their own business costs, including the cost of processing payments. Your biller can tell you more about their charges for processing payments, if any.

Where can I find the BPAY terms and conditions?

Because BPAY is delivered through your financial institution’s online, mobile or phone bank, the terms and conditions for BPAY are included in the terms and conditions for those services. Contact your financial institution to find out more.