Recalling a payment

If you’ve made a BPAY^® or Pay Anyone payment in error, you will need to request for the funds to be returned. This includes payments made to an incorrect recipient (like an incorrect PayID^®, BSB, account number, or BPAY Biller) or errors like duplicate payments and overpayments.

If your request relates to fraud, a scam or an unrecognised transaction, visit the relevant page below for next steps:

• Fraud or a scam: Reporting fraud, scams or suspicious activity
• Debit or credit card dispute: How do I raise a card transaction dispute?
• Direct debit dispute: How do I raise a direct debit dispute?

Payments made to account numbers that are not valid, in most cases, are automatically returned to your account within 2-3 business days.

If you’ve sent a payment to the wrong account number or Biller, you can request a recall by completing all relevant fields in the Mistaken Payment/Payment Recall Form and returning it to us via the details shown on the form.

Before you complete and submit this form, please ensure you:

• Have all relevant transaction details, including date and amount.
• Have the intended recipient details, including the BSB and Account Number, PayID or Biller Code details.
• Check that the funds have been debited from your account and the transaction is not listed as pending. We can’t recall pending payments.

It is important to note that recalling a payment is not always guaranteed and may depend on the other financial institution and the unintended recipient.

If you’ve made an error with a payment and you know the recipient or Biller, you can contact them and attempt to retrieve the funds. 

Otherwise, you can request a recall by completing all relevant fields in the Mistaken Payment/Payment Recall Form and returning it to us via the details shown on the form. 

Before you complete and submit this form, please ensure that you:

• Have all relevant transaction details, including date and amount.
• Check that the funds have been debited from your account and the transaction is not listed as pending. We can’t recall pending payments.

It is important to note that recalling a payment is not always guaranteed and may depend on the receiving financial institution and the recipient.

Once the Mistaken Payment/Payment Recall Form has been submitted, the transaction(s) will continue to appear in your transaction history while the investigation is underway. While we can request a recall, we can’t guarantee it will be successful.

If your request relates to:

• A mistaken internet payment (a payment sent to an incorrect BSB/account number or PayID) - we will investigate the matter in accordance with the ePayments Code and notify you of the outcome within 30 business days of receiving a completed form. Recovery timeframes and outcomes depend on several factors, including how quickly the error is reported and whether the funds remain available in the receiving account. While we’ll make all reasonable efforts required, recovery may not always be possible.
• A BPAY Payment - we will seek to recover the funds from the Biller on your behalf. If we cannot recover the amount within 20 business days, you may need to engage directly with the Biller to try and recover the amount paid. You will receive an outcome of the finalised investigation and resolution of the BPAY recall within 6 weeks. Recovery is subject to the BPAY Scheme Rules and the Biller’s agreement and cannot be guaranteed.