Troubleshooting
100 quick problem→solution guides — payments not showing, login trouble, letters you don't understand, disputes and hardship. Search or filter to find your fix.
- Payments & receipts
My payment isn't showing up
What to do when a payment you've made hasn't appeared on your account yet.
4 min read - Payments & receipts
I've paid but I'm still being contacted
What to do if you keep getting contacted after you've already paid your account.
4 min read - Payments & receipts
My payment was declined
Common reasons a payment is declined and simple steps to get it through.
4 min read - Payments & receipts
I can't find my payment reference
Where to find your Merion reference number, and what to do if you can't.
3 min read - Payments & receipts
I've overpaid my account
What happens if you pay more than you owe, and how to get the difference back.
3 min read - Payments & receipts
I need a receipt for my payment
How to get a receipt or proof of payment for any payment on your account.
3 min read - Payments & receipts
A payment plan instalment failed
What to do when a scheduled payment plan instalment doesn't go through.
4 min read - Payments & receipts
I think I've been charged twice
How to tell a duplicate charge from a pending hold, and how to get a refund.
4 min read - Payments & receipts
My BPAY payment won't go through
Fixing a BPAY payment that won't go through, usually a code or reference issue.
4 min read - Payments & receipts
I'm getting an error paying by card
Sorting out an error message when paying by card on the payment page.
4 min read - Payments & receipts
My direct debit didn't come out
What to check when a scheduled direct debit doesn't come out of your account.
4 min read - Payments & receipts
The payment page won't load
Steps to take when the online payment page won't load or appears broken.
3 min read - Payments & receipts
The wrong amount was taken
Why a payment amount might differ from what you expected, and how to fix errors.
4 min read - Payments & receipts
I haven't received my refund
What to do when a refund you're owed hasn't shown up in your account yet.
4 min read - Payments & receipts
How long does my payment take to clear?
Typical clearing times for card, BPAY and bank transfer payments to Merion.
3 min read - Payments & receipts
I can't pay the full amount
Your options when you can't pay the full balance, including instalments and help.
4 min read - Payments & receipts
My payment reference was rejected
Fixing a payment reference that your bank or the payment page won't accept.
3 min read - Payments & receipts
My statement doesn't match what I've paid
How to reconcile a statement that doesn't match the payments you've made.
4 min read - Payments & receipts
I couldn't set up automatic payments
What to check when setting up automatic payments or a direct debit fails.
4 min read - Payments & receipts
I need to change my payment method
How to update the card or bank account used for your payments or instalments.
3 min read - Your account & login
I can't log in to my account
Can't sign in to the Merion portal? Work through the common causes and get back in.
4 min read - Your account & login
I've forgotten my password
Forgotten your portal password? Reset it securely in a couple of minutes.
3 min read - Your account & login
My password reset link isn't arriving
Password reset email not arriving? Check spam, the right address, and these fixes.
4 min read - Your account & login
My account is locked
Account locked after wrong passwords? Here's how to wait it out or unlock it.
3 min read - Your account & login
I didn't receive my verification code
Verification code not arriving by email or SMS? Try these quick fixes.
4 min read - Your account & login
It says my email is already in use
Getting 'email already in use'? You probably already have an account — here's how.
3 min read - Your account & login
I can't update my details
Can't save changes to your account details? Here's how to get updates to stick.
4 min read - Your account & login
Two-factor authentication isn't working
Two-factor authentication blocking you? Here's how to get past the second step.
4 min read - Your account & login
The portal shows the wrong balance
Portal balance looks wrong? Here's why, and how to confirm the correct figure.
4 min read - Your account & login
I can't see my account in the portal
Logged in but can't see your account? Here's how to link and locate it.
4 min read - Your account & login
I need to access an account for someone else
Helping someone with their account? Here's the secure way to get authority to do so.
4 min read - Your account & login
I need to update my phone number
Need to change your phone number? Here's how to update it in the portal.
3 min read - Your account & login
The portal is showing an error message
Seeing an error message in the portal? Here's how to clear most of them quickly.
4 min read - Your account & login
My browser isn't supported
Browser not supported message? Here's how to update or switch and get back in.
3 min read - Your account & login
My session keeps expiring
Keep getting signed out of the portal? Here's how to stay logged in longer.
4 min read - Your account & login
I can't download my documents
Documents won't download from the portal? Here's how to get them saved.
4 min read - Your account & login
I'm having trouble on my phone
Portal playing up on your phone? Here's how to fix the common mobile issues.
4 min read - Your account & login
I want to stop receiving emails
Want fewer emails from Merion? Here's how to manage what you receive.
3 min read - Your account & login
I want to close my online account
Want to close your portal login? Here's what it means and how to do it.
4 min read - Your account & login
I want to change my notification settings
Want to control your notifications? Here's how to set your preferences.
3 min read - Letters & contact
I got a letter I don't understand
Plain-English help for making sense of a Merion letter and working out what it is asking you to do.
5 min - Letters & contact
I got a letter addressed to someone else
What to do if a Merion letter arrives addressed to someone who is not you or no longer lives at your address.
4 min - Letters & contact
This debt isn't mine
Steps to take if you have been contacted about a debt you believe is not yours, including how to ask us to check.
5 min - Letters & contact
I've already paid this debt
What to do if you are contacted about a debt you believe is already paid, including how to evidence the payment.
5 min - Letters & contact
I'm being contacted too often
How to ask for less frequent contact and set reasonable boundaries on how and when you are contacted.
4 min - Letters & contact
I want to be contacted in writing only
How to request that we contact you only by letter or email, and why writing-only contact can help.
4 min - Letters & contact
I need to update my address
How to update the postal address on your account so letters reach you, and how to do it securely.
4 min - Letters & contact
I don't want calls at work
How to ask us not to contact you at your workplace and to use a method that suits you better.
4 min - Letters & contact
I received a text — is it real?
How to check whether a text message about a debt is genuinely from Merion, and how to spot a scam.
5 min - Letters & contact
How do I check it's really Merion?
A practical checklist for confirming a letter, call or message is genuinely from Merion before you respond.
5 min - Letters & contact
I need help in another language
How to get language support so you can understand letters and contact about your account clearly.
4 min - Letters & contact
I need hearing or speech support
How to arrange contact that works for you if you have a hearing or speech difference, including writing-only options.
4 min - Letters & contact
I want someone to deal with this for me
How to authorise a family member, friend or adviser to speak to us about your account on your behalf.
5 min - Letters & contact
I want to complain about how I've been contacted
How to make a complaint if you feel you have been contacted unfairly, and what happens after you raise it.
5 min - Letters & contact
My contact details are out of date
How to correct out-of-date contact details so we can reach you the way you prefer, securely.
4 min - Letters & contact
I asked you to stop contacting me
What to do if you asked for contact to stop or change and it has continued, and how to follow up.
5 min - Letters & contact
A letter went to my old address
What to do if a letter went to an old address, including how to update your details and protect your privacy.
4 min - Letters & contact
I'd prefer to be contacted by email
How to ask us to contact you by email instead of letters or calls, and what to keep in mind.
4 min - Letters & contact
I received duplicate letters
What to do if you receive duplicate letters about the same debt, and how to stop them.
4 min - Letters & contact
Who do I contact about my debt?
How to find the right way to contact us about your account, and what details to have ready.
4 min - Disputes & corrections
I don't think I owe this debt
What to do when you believe a debt is not owed: raise a clear, written dispute and ask for evidence.
5 min - Disputes & corrections
The amount you're claiming looks wrong
Steps to take when the balance looks incorrect: ask for a breakdown and dispute the part you disagree with.
5 min - Disputes & corrections
I'm already disputing this with the original creditor
What to do when you already have an open dispute with the original creditor about the same account.
4 min - Disputes & corrections
I never had this account
Steps to take when you have never held the account being claimed, including how to ask us to verify it.
5 min - Disputes & corrections
I think this involves identity theft
What to do if you suspect identity theft on an account, including reporting it and asking for a hold.
6 min - Disputes & corrections
I already paid the original creditor
What to do when you already paid the original creditor: provide proof and ask for the account to be closed.
5 min - Disputes & corrections
A payment I made isn't showing on the balance
Steps to take when a payment you made is missing from the balance, including how to trace and correct it.
5 min - Disputes & corrections
The interest or fees don't look right
What to do when interest or fees look incorrect: ask for the basis and dispute charges you disagree with.
5 min - Disputes & corrections
I never received the goods or service
What to do when a debt is for goods or a service you never received: dispute it and ask for it to be checked.
5 min - Disputes & corrections
I cancelled this service before the charge
What to do when you cancelled a service but are still being charged, including how to show the cancellation.
5 min - Disputes & corrections
I want an update on my dispute
How to ask for an update on a dispute you have already raised, and what to expect in a reply.
4 min - Disputes & corrections
What evidence should I provide for my dispute?
A plain guide to the kinds of evidence that help a dispute, and how to provide it clearly.
5 min - Disputes & corrections
My dispute is taking too long
What to do when a dispute is taking too long: follow up, escalate, and use external dispute resolution.
5 min - Disputes & corrections
I disagree with the outcome of my dispute
What to do when you disagree with a dispute outcome: ask for reasons, complain, and escalate externally.
5 min - Disputes & corrections
There's a listing on my credit report I want to query
What to do about a credit report listing you believe is wrong, including how to query and correct it.
6 min - Disputes & corrections
I think this debt is too old to be chased
General information about old debts and time limits, and why independent advice matters before you act.
5 min - Disputes & corrections
This debt may be covered by my bankruptcy or insolvency
What to do when a debt may be covered by bankruptcy or a formal insolvency arrangement, including who to tell.
5 min - Disputes & corrections
This debt belongs to someone who has died
Gentle guidance on handling a deceased person's debt, including who to notify and where to find support.
5 min - Disputes & corrections
This account is in two names
How joint or two-name accounts generally work, and what to ask when only you are being contacted.
5 min - Disputes & corrections
I need to correct my personal details
How to correct personal details such as name, address or contact information held about your account.
4 min - Hardship & arrangements
I can't afford to pay right now
What to do when you genuinely can't pay your account in full right now — and where free help is.
5 min read - Hardship & arrangements
I'd like to set up a payment plan
How to ask for a payment plan that fits your budget, and what details help us set it up.
5 min read - Hardship & arrangements
My payment plan is too high
What to do when your agreed payments are too high — how to ask for a lower, fairer amount.
5 min read - Hardship & arrangements
I've missed a payment
What to do after a missed payment — how to get back on track without stress or judgement.
4 min read - Hardship & arrangements
I need to pause my payments for a while
How to ask for a temporary pause on payments when you need breathing room.
5 min read - Hardship & arrangements
I'm experiencing financial hardship
What financial hardship means, the support available, and how to ask for it with confidence.
6 min read - Hardship & arrangements
I've lost my job
What to do about your account after losing your job — practical options and free support.
5 min read - Hardship & arrangements
I'm on a pension or government benefits
How payment arrangements work when you're on a pension or benefits, and where to get free help.
5 min read - Hardship & arrangements
I'm dealing with illness or a medical issue
How illness or medical hardship is supported, and how to ask for flexibility on your account.
5 min read - Hardship & arrangements
I'm affected by family or domestic violence
How your account can be handled sensitively if you are affected by family violence, plus support lines.
5 min read - Hardship & arrangements
I've been affected by a natural disaster
How your account can be eased after a flood, fire or storm, and where to find free help.
5 min read - Hardship & arrangements
I just need a bit more time
How to ask for more time to pay when funds are coming but haven't arrived yet.
4 min read - Hardship & arrangements
Can I settle my account for less?
What a reduced settlement is, when it might be possible, and how to ask with free advice.
5 min read - Hardship & arrangements
What is a hardship arrangement?
A plain-English explanation of hardship arrangements and the forms they can take.
5 min read - Hardship & arrangements
How do I get free financial counselling?
What free financial counselling is, what it offers, and how to reach it via 1800 007 007.
5 min read - Hardship & arrangements
I need to change my current arrangement
How to adjust an existing payment arrangement when your circumstances change.
4 min read - Hardship & arrangements
What do I need to show to get hardship help?
What information helps support a hardship request — and why a perfect record isn't required.
5 min read - Hardship & arrangements
What payment options do I have?
An overview of the payment options available, from plans and pauses to settlements.
5 min read - Hardship & arrangements
What happens if I just can't pay?
What to expect if you genuinely can't pay, why staying in touch helps, and where support is.
5 min read - Hardship & arrangements
Where can I get independent advice?
Where to find free, independent advice about your account and money, starting with 1800 007 007.
5 min read
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