What you'll do
- Understand how a payment is matched to your account
- Know what confirmation you should receive
- Follow the steps that lead to your account closing
- Keep proof of payment for your records
- Know who to contact if something does not look right
4 min
Your payment is recorded
When you pay, the amount is matched to your account using your reference number, and the payment is recorded promptly and accurately. Keeping your reference number on the payment is what lets us match it without delay.
What happens next, in order
After a payment, the matter moves through a few short steps.
- Matching. We match the payment to your account using your reference number.
- Updating the balance. Your balance is updated to reflect what has been paid.
- Confirmation. We confirm receipt, and you can ask for this in writing.
- Closing the account. If the payment settles the account in full, the matter is closed.
- Final confirmation. We confirm the account is resolved so you have a clear record.
Keep your proof
Hold onto your receipt or bank record as proof of payment. If a payment is not reflected as you expect, contact us with the date and amount and we will check it for you.
Good to know
- Payments are matched to your account by reference number
- Ask for written confirmation once you have paid
- Keep your receipt as proof of payment
FAQ
How will I know my payment was received?
We confirm receipt, and you can request written confirmation. Your own bank record or receipt is also proof of payment.
When does my account close?
If your payment settles the account in full, it closes once the payment is matched and confirmed.
What if my payment is not showing?
Contact us with the date and amount paid and your reference number. We will trace the payment and update your account.
Still not sure? Our team is happy to talk it through.