Troubleshooting for Receive a Deposit

Try again once your device has a stronger internet connection.

The payer may have a limit on PayTo® payments imposed by their financial institution.

You can adjust the payment amount to be up to the payer’s financial institution limit and trigger multiple transactions of the same limit until you have collected the total deposit amount required.

Alternatively, you can ask the payer if they have an alternative account with a different bank they could use to make the payment or you can collect the deposit through a funds transfer or cheque.

The PayID entered may be incorrect or not found. Re-confirm the PayID with the payer or enter the payer’s account details.

The payment amount requested exceeds the amount available in the payer’s account.

Ask the payer to top up their account with sufficient funds and try again.

You may also reduce the deposit amount being taken in this payment, so it is consistent with the available funds your deposit payer has and collect the remainder from another account or use an alternative process such as a funds transfer or bank cheque.

The PayID service is currently unavailable.

Try again later or enter the Payer bank details to collect the deposit.

The Payer rejected the payment request.

The payment request should be sent through to the payer again so they can try again or you can check with the payer if they want to make the payment from a different bank account.

If the payer has not authorised the payment within 10 minutes, this may be the reason you see this error message. You can send the PayTo agreement to the payer again using the Receive a Deposit service.

If you are seeing this error message instantly, there may be a temporary payment issue with the payer’s financial institution. Ask the payer if they can provide details of a different bank account or try again shortly.

Re-check the property address entered.

If it is correct, the address entered is not yet listed on Google, or is a new address. You will need to enter the sold property address manually by selecting ‘Enter sold property address manually’.

There may be a connection or technical issue. Check your internet connection and try again shortly.

If the issue persists, you can contact NAB Portal Pay Support on 13 59 77 with the following details to investigate the error for you:

• Screenshot of error message
• Date and time of error
• Payer’s bank
• Agreement amount

Check with your NAB Connect Admin that an account has been assigned to your Receive a Deposit service in NAB Connect.

Alternatively, call NAB Portal Pay Support on 13 59 77 to troubleshoot the error.

Check with your NAB Connect Admin that your access has been set up correctly in NAB Connect and you only have access to Receive a Deposit for one Statutory Trust Account.

Alternatively, call NAB Portal Pay Support on 13 59 77 to troubleshoot the error.

Error is due to a technical outage. Try again shortly.

The PayID entered may be incorrect or not found. Check the details with the payer or enter the payer’s account details.

Ask the payer to re-confirm their BSB and account number as there may have been an error.

The account that the payer has supplied cannot make payments out of the account (e.g. Term Deposits) or is not currently eligible to make PayTo payments.

The payer’s advised account is closed. Advise the payer to provide another account for payment.

The payment request should be sent through to the payer again so they can try again. If it still doesn’t work, you should request another account for payment from your payer.

Re-enter the sold property address again.

If the problem persists, enter the sold property address manually by selecting ‘Enter sold property address manually’.

The maximum try for failed PayID attempts has been reached. You will not be able to collect payment for this payer through their PayID for the next 24 hours.

You will need to enter the payer’s bank details.