Payment troubleshooting

Paying the wrong payee

We understand that mistakes happen, but if you’ve made an incorrect payment to a payee (such as a real estate agent), we are unable to process refunds directly through NAB Portal Pay.

If you made an incorrect payment to your payee (for example, amount or timing), contact your payee directly and they will be able to discuss options with you.

If you’ve made a payment to the incorrect payee, you’ll have to contact your bank. They have a disputes process in place to assist you in such situations and all resolution of such matters is handled by your bank, not NAB.

Declined payment

If your payment status in your payment history is ‘declined’, there may be a few reasons why this has occurred. These may include:

• insufficient funds
• incorrect account number or type
• incorrect card details
• credit limit reached
• processing error.

To ensure you have no outstanding amount owing, check that your payment method is up to date and that you have sufficient funds in your account. If necessary, you may need to delete the existing payment method and add a new one (e.g. if your payment details are incorrect) or contact your financial institution.

You may also need to make a one-time payment to your payee. NAB won’t attempt to process a failed payment a second time, but a fee may be charged by your financial institution if NAB is unable to debit your account for any reason. If the payment is a recurring payment, the other scheduled payments will still be attempted.

Paying on weekends or public holidays

Payments scheduled for a weekend or public holiday may be processed the next business day so ensure you schedule your payments in advance of their due date to avoid any processing issues.

Payments typically take up to three business days to be processed and arrive in your payee’s account.

What are the payment cut-off times?

For bank accounts, the cut-off time is after 4:30pm AEST on a business day. Payments after 4:30pm AEST on a business day or on a non-business day will be sent to your financial institution for processing the next business day.

For cards, the cut-off time is after 10pm AEST on a business day. Payments after 10pm AEST on a business day or on a non-business day will be processed the following business day. 

Payments can take up to three business days to process and be received by your payee. 

What if I can't meet my payments?

Please contact your payee if you are unable to make a payment. A fee may be charged by your financial institution if NAB is unable to debit your account for any reason. Your bank will have all relevant information about what this fee is and when it would be charged.