Help & support
How is PayTo different from direct debit?
What happens to my existing direct debit payments?
How do I set up a PayTo agreement?
Which accounts are eligible for PayTo?
Where can I find my PayTo agreements?
Where can I find my upcoming PayTo payments?
What happens if I decline a PayTo agreement?
Do both people on a joint account need to authorise a PayTo agreement?
How can I make changes to my PayTo agreement?
What happens if I decline an update to my PayTo agreement?
What happens if I pause a PayTo agreement?
What happens if I cancel a PayTo agreement?
How do I dispute a PayTo agreement?
An existing direct debit payment will remain in place unless the payee informs you that it will be replaced with a PayTo agreement. We'll notify you if this occurs.
You can find your PayTo agreements in:
Locate your PayTo agreements and refer to the payment frequency for these agreements to determine your next payment date.
PayTo payments are initiated by the payee and we're currently unable to specify when they're due.
The PayTo agreement is cancelled and the payee is unable to receive payments from your account.
If you change your mind and wish to pay using a PayTo agreement, you’ll need to ask the payee to send you another authorisation request.
Once you’ve authorised your agreement, you can only change the Linked Account/PayID.
You’ll need to contact the payee for any other changes to your agreement. They’ll send an update request for you to authorise or decline in NetBank, the CommBank app, or CommBiz.
Your existing agreement will remain in place and your account will be debited according to the existing payment terms.
We will act on your instruction and not allow any payments to be processed for the PayTo agreement. Note that pausing a PayTo agreement doesn’t pause your contract or subscription. The payee will be unable to receive funds from your account and may charge fees if you miss any payments while PayTo agreement is paused.
We will act on your instruction, however you should always check with the payee before cancelling the PayTo agreement. Note that this does not cancel the contract or service you have in agreed to with the payee, and they may charge fees for missed payments.
You should contact the payee in the first instance to resolve, otherwise you can contact us to raise a claim.
You'll get notifications about your PayTo agreements by email, NetBank Inbox and the CommBank app, and CommBiz Inbox.
The payee is the party requesting and receiving the payment as opposed to you, the customer, making the payment. They may also be referred to as Payment Initiator/Merchant. You should contact the payee if you have any questions relating to contract or service you have agreed to with them (Inc. fees)
Some organisations may use another company to manage payments on their behalf.
