What you'll do
- Know how long each payment method takes to clear
- Check your own bank or card confirmation first
- Confirm the payment has been applied to your account
- Know what to do if a payment seems missing
4 min read
How long clearing takes
Different methods clear at different speeds. Card payments are usually confirmed within minutes. BPAY generally takes about one business day. Bank transfers typically take one to two business days to reach us and be matched to your reference.
Step by step
- Check your own confirmation first: the receipt email for a card payment, or your bank's record for a transfer or BPAY.
- Allow the normal clearing time for the method you used before expecting it to show.
- If the time has passed and you are unsure, contact us through the Help Centre.
- Provide the date, amount and reference number you used.
- We will check whether the payment has been received and applied.
- If it has not arrived, we will help you trace it with your bank.
If a payment seems missing
A payment that has not appeared is usually still clearing, or was made without the correct reference. Keep your bank or receipt confirmation, as it is the evidence needed to trace the payment.
Once cleared, your balance updates. You can check it again on the Pay your balance page or by contacting us.
Good to know
- Card clears in minutes; transfers take one to two business days.
- Your bank or receipt confirmation is your first proof.
- Keep that confirmation in case a payment needs tracing.
- Contact us with the date, amount and reference if unsure.
FAQ
How long before my payment shows on the account?
Card payments show within minutes; BPAY about a day; bank transfers one to two business days.
My payment hasn't appeared — is it lost?
Usually it is still clearing or lacked the right reference. Contact us with your confirmation and we will trace it.
What details do you need to trace a payment?
The date, the amount, the method used, and the reference number you entered, plus your bank or receipt confirmation.
Still not sure? Our team is happy to talk it through.