My payment isn't showing up

What's happening

Payments do not always appear against your account the instant you make them. The money has to travel from your bank or card to Merion's account, and then be matched to your file using your reference number. Depending on how you paid, that can take anywhere from a few minutes to a few business days.

A payment that is not visible yet is almost never a lost payment. The most common reasons are simply timing, a weekend or public holiday, or a reference number that did not come through with the transfer.

Try this first

Before anything else, check the payment actually left your account:

• Open your banking app or card statement and confirm the amount has been debited or shows as pending.
• Note the exact date and time it was processed.
• Check the reference you used. If you paid by bank transfer or BPAY and left the reference blank or entered it incorrectly, the payment may have arrived but not yet been matched to your account.

If the money has not left your account at all, the payment did not go through and you can safely try again.

How long to wait

As a general guide:

• Card payments usually appear within minutes to a few hours.
• BPAY and bank transfers typically take one to three business days.
• Payments made on a weekend or public holiday are processed on the next business day.

For more detail, see our guide on how long payments take to clear.

If it still hasn't appeared

If the money has left your account and the expected clearing time has passed, contact us so we can trace it. Have these details ready:

• Your reference number from your Merion letter.
• The amount paid and the date it was processed.
• How you paid (card, BPAY or bank transfer).
• The receipt or a screenshot of the transaction from your bank.

You can reach us through the contact page. With those details we can usually locate and apply the payment quickly.