Tenant payments

A tenant can pay rent through the Tenant Portal via direct debit or card. You will be able to activate direct debit and card payment options as part of your NAB Portal Pay application.

The Tenant Portal can be used for tenants to pay by bank account when you have a NAB Direct Debit facility in place. A NAB Gateway facility is required to be in place for tenants to pay in the portal by card.

Once a tenant registers for the portal, they will be able to create one-off or recurring payments.

If a tenant is no longer a tenant of the agency but has set up their payments through the portal, they will need to cancel their payments.

What are the payment methods for tenants?

NAB Portal Pay will accept payments from Australian bank accounts. For card payments, the acceptable card types are VISA and Mastercard.

What are the different payment scheduling options?

• One off.
• Scheduled – payments can be scheduled up to 12 months in advance.
• Recurring – payments can be scheduled for a period of 12 months. The initial payment date will need to be within 30 days of the payment being created.
• Until further notice – no end date.

Payment notifications

Tenants will receive email reminders for the following:

• Confirmation of a scheduled payment
• Reminder of an upcoming scheduled or recurring payment 3 days before the scheduled payment date
• Notification that their payment is being processed
• Notification that we were unable to process a payment
• Cancelled payment confirmation

Payment cut off times

For payments via bank account, the cut-off time is 4.30pm AEST. Payment will be sent to the tenant’s financial institution for processing on that business day. Payments after this time or on a non-business day will be processed the following business day.

Payments by bank account can take up to three business days to process and will be received into your Statutory Trust Account.

For payments via card, the cut-off time is 10.00pm AEST. Payment will be processed and settle to your NAB Statutory Trust Account the same business day. Payments after this time or on a non-business day will be processed the following business day.

Display of transaction details on the trust account statement

For payments by bank account (direct debit) transactions processed through the Tenant Portal each transaction will show up on the Statutory Trust Account statement and the Enhanced Statement file, making it easy for you to reconcile every payment. 

Transactions processed through the portal will display the tenant’s Payer Reference Number (PRN) on the Enhanced Statement File.

Real estate agent-initiated direct debit transactions processed through NAB Connect are aggregated on the Statutory Trust Account statement and Enhanced Statement File.

For payments by card (credit card and debit card), the Statutory Trust Account statement will show the settlement amount. The Enhanced Statement File will show each individual transaction.

Dishonoured payments

Dishonoured payments processed through the Tenant Portal will show up in the account that has been set up as the direct debit returns account as per your NAB Portal Pay application form.

You will need to access the direct debit returns file through NAB Connect to view details of the dishonoured payment.