FAQ

Frequently asked questions and answers about your Ezypay account

Do you have a question about your Ezypay account? We’re here to help.

Browse through the most common FAQ below or contact us personally to ask your own question.

faq

Are reports provided? If so, how often?

Yes, reports are provided and available on the Ezypay secure site. You will be provided with login details to access the Ezypay secure site using the Principal ID number and password.

faq

How do I download the customer list for my business?

Your Customer List Report is located in your secure site account under the reports tab. You can generate the report
in real time and export the data in popular formats, including PDF, CSV and Excel 97-2003.

faq

Is there a feature to allow for follow-up with a customer if their transaction is declined (e.g. by email or SMS)?

Yes. An email is sent out to a customer when payments fail. Your customers can also pay overdue fees via the Ezypay online payment portal.

faq

Can direct debits be set up as per the customer’s preference (i.e. collect weekly, fortnightly or monthly)?

Yes. Your customer can choose their preferred billing frequency when they sign up with your business.

faq

Can a customer update their payment details online?

A customer who has missed a payment will be able to resolve the issue by paying online via the Ezypay Online Payment Portal. Moving forward, customers can also change their payment details for
the next debit.

faq

Is there a fee per transaction for direct debit banking or credit cards?

Yes. This can be paid by the customer or the business.

faq

Is there a Merchant fee for payment by Credit Cards?

Yes. This can be paid by the customer or the business.

faq

Is there a fee to load customers into Ezypay?

Yes, there is a once-off load fee per debitor that can be charged to the customer or business.

faq

Is there a fee for declined payments? For example, when a failed payment occurs because there is no money in the account or when the credit card has been overcharged.

Yes. There is a failed payment fee that is charged for every payment that fails. This charge includes failure to collect payments due to insufficient funds, invalid account details, cancelled cards and blocks that have been put on the account.

faq

Is a contract required or is there a minimum term to sign up with Ezypay?

Your customers will not have a contract or minimum term of usage with Ezypay. Ezypay principals will have a 24 month rolling contract with us.

faq

How quickly will I receive the money after it’s been collected by direct debit?

This depends on distribution cycle (i.e. weekly or monthly). Weekly distributions are collected from Monday to Friday and funds are distributed into your business account on the following Wednesday.

Monthly distributions are billed on the 1st of every month and money is distributed after 3 business days.

faq

What are your customer support hours?

Ezypay customer service is available from 8am to 6pm from Monday to Friday (GMT+10). However, the Ezypay secure site is accessible 24/7 around the world.

faq

Provide Receipts on request (i.e not auto)

We can provide transaction histories of debits that have been made, but if they need receipts like invoices best for customer to contact the business we bill them on behalf of.

faq

Can’t find your answer?

We’re here to help. Get in touch and we’ll get back to you as soon as we can. Contact us.

faq

Technical questions

Got any technical questions? Check out our Resources and Ezypay Online Help Centre for a broader range of help topics that may be applicable to your business.

Make an inquiry today.