BPAY Help For Personal Users

Receiving bills through BPAY View
Click to expand FAQs
What is BPAY View?

BPAY View is an easier way to have your bills# delivered directly to your online banking – so you can view, pay automatically or with a single click^, and then store them more quickly, securely and easily.

BPAY View sends bills and statements# straight to the same online banking you use to pay them, putting an end to bills getting lost on your desk or in your inbox.

With convenient SMS, email or bank message reminders* and secure online access, BPAY View makes it easier to pay on time, every time^^. And BPAY View is easier on the environment too, with no need to print paper copies.**

*Notification options may differ between financial institution.
#If BPAY View is offered by the financial institution and Biller.
^ The process may vary slightly between financial institutions.
^^Scheduled payments are subject to systems and funds availability.

**Some Billers are legally required to send a paper bills, even if you're registered for BPAY View.

Find out more about BPAY View

How do I use BPAY View?

It’s easy to get started with BPAY View:

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

  • Log on

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

  • Register

    Follow the prompts to register for BPAY View with each of your Billers#. Each Biller or organisation may need slightly different information — you can look them up or contact them directly to find out more.

  • You’re done!

    Generally your financial institution will be in touch by email or through your online banking within two working days to confirm you’re registered.

    They’ll also let you know when your next statement or bill arrives.

    #If BPAY View is offered by the financial institution and Biller.

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

Having trouble registering for BPAY View? Check your online bank to find out why. The most common reasons for registration failures are:

  • entering the wrong details, or
  • registering with more than one financial institution (if your Biller doesn’t allow multiple registrations).


Make sure you have entered your details exactly as required by the Biller, and check if you have an active registration for the same bill at another financial institution.

If you've done all this and 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 at around the same time, or sooner than, your paper or emailed bills do now — and they’ll go straight to your online banking.

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

Your financial institution will notify you when you receive a new bill, usually by email or SMS*. Contact your financial institution to find out more.

*Notification options may differ between financial institutions.

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

Absolutely — just print a paper copy directly from your online banking.

How do I pay a BPAY View bill?

Just choose the bill you want to pay from your BPAY View summary list, and click Pay Bill. Your BPAY payment will be ready to submit immediately, with all the payment details filled in for you^. All you have to do is submit it — and you’re done.

Some financial institutions even pay your bills automatically with Auto Pay^.

^ The process may vary slightly between financial institutions.

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

No, but why miss out on paying all your views in a single click^?

^ The process may vary slightly between financial institutions.

How do I know if I’ve paid a BPAY View bill?

Simply log on to your online banking and check your BPAY View summary list. 

Contact your financial institution to find out more.

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

Get in touch with the Biller directly, using the contact details shown on your bill.

How do I cancel BPAY View for a bill?

To cancel BPAY View for a bill:

  • log on to your online banking
  • choose BPAY View
  • follow the prompts to select and deactivate the Biller.


As soon as you deregister from BPAY View for that Biller, they should start sending your bills in another way (such as by mail, or email). Contact your biller or financial institution if you need to know more.

What does BPAY View cost?

BPAY View is a service delivered through your financial institution’s online banking. So, it’s up to them whether to set fees for using BPAY View. Contact your financial institution to find out more.

Is BPAY View safe?

BPAY View bills are managed within the secure environment of your online banking. The BPAY View registration process has measures in place to ensure Billers verify your identity before sending a bill and to keep your personal information safe.

BPAY doesn’t receive any of your personal details or account details during the payment process (except the type of bank account you paid from).

Paying bills with BPAY
Click to expand FAQs
How do I stop a scheduled payment?

You can stop a future bill payment at any time up until the date it’s scheduled to take place*. To do this, simply:

  • log on to your online banking
  • choose the BPAY or bill payment option
  • follow the prompts to cancel the payment.


The exact steps you need to take will depend on your online banking. Contact your financial institution if you need to know more.

**Scheduled payments are subject to systems and funds availability.

Which accounts can I use to pay a bill?

While all Billers accept payments from savings, cheque and debit card accounts, only some accept payments from credit card accounts.

Search for a biller to check which payments they accept.

Where do I find details of past bill payments?

You can generally check recent bill payments by logging on to your online banking. The exact steps you need to take will depend 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?

Yes, BPAY is accessible anywhere and anytime you have access to your online banking.

My payment won’t go through. What should I do?

Firstly, check that you’ve got the payment details right, including the Biller Code and the Customer Reference Number (CRN). You should also make sure that your Biller accepts payments from the type of account you’re paying them from (for example, some Billers won’t accept payments from credit card accounts).

If this doesn’t work, contact your financial institution.

I made a mistake! What should I do?

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

  • Paid too much

  • Used the wrong Biller Code or Customer Reference Number (CRN)

  • 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 or made the payment on a weekend or public holiday, it won’t go through until the next Banking Business Day^.

If your payment should have already gone through, contact your financial institution straight away, with your BPAY receipt number handy.

^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 for some credit card payments, your financial institution can’t get a refund for a BPAY payment if a business 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 or territory.

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

All BPAY payments are made within the secure environment of your online banking.

BPAY doesn’t receive any of your personal details or account details during the payment process.

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

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

BPAY payments are made within the secure environment of your online banking. 

Will BPAY email me about a payment?

BPAY doesn’t keep personal or account details about people who use our service.

BPAY may sometimes send you general information — such as our newsletter or if you enter a marketing competition. But we will never send you an email containing links to online banking sites

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

Storing Bills with BPAY View
Click to expand FAQs
I think my bill is wrong! What should I do?

Don’t panic! Just get in touch with the Biller directly, using the contact details shown on your bill in BPAY View.

How long will the bill stay in my online banking?

It depends on your financial institution. Most financial institutions will list bills in your summary list for up to 18 months. And remember — you can download a copy of each bill to your computer if you’d like to keep it.

Where is my BPAY View bill stored?

Your bill summary information is kept safe and secure in your online banking environment for up to 18 months.

It includes:

  • Biller name

  • Amount due

  • Date due

The Biller or their Bill Service Provider hosts your detailed bill. It can only be accessed through a secure link from your bill summary information.

Can anyone else view my bill?

Only the Biller, the Bill Service Provider and the people who have access to your online bank can view the bill summary or detailed bill.

To learn more about the security features of your online banking and how you can help protect your personal information, contact your financial institution.

General info about BPAY
Click to expand FAQs
What is a Customer Reference Number (CRN)? Where do I find it?

A CRN is a unique number that your Biller uses to identify your account, or the invoice you are paying. You can find it in the payment options section of your bill — just look for the BPAY logo:

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 different CRNs for each bill so they can track them more easily. So, it’s important to check the CRN on each bill when you pay it.

To make sure you always use the right CRN, sign up for BPAY View. All 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: check this list of BPAY View billers.

^this process may vary between financial institutions

How do I find a Biller Code?

Just look for the distinctive BPAY logo on your bill:

BPAY

On a bill, you can find it in the payment options section, usually on the back or second page of the bill. 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. Billers generally set upper and lower value limits that they can accept for BPAY payments, and may limit the value 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 specific Biller, or on a single day. Please contact your Biller or financial institution to find out more. 

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 if, and how they charge for processing payments.

Where can I find the BPAY terms and conditions?

BPAY is delivered through your financial institution’s online banking, so BPAY terms and conditions are included in the terms and conditions for those services. Contact your financial institution to find out more.