Skip to main content
Return to pay.com.au

How can we help?

Why isn't my account active yet?

Still waiting to make your first payment? Your account needs a few things in place before payments can be authorised. Here's exactly what's holding things up — and how to fix it.

Before you can authorise payments

Three things need to be in place — all three. Until then, your account stays in a read-only state. You can log in and explore, but payments won't process.

01
Business details submitted
Industry, address, revenue and payment types — all filled in and submitted.
02
Identity verified
A director or beneficial owner has completed identity verification via Incode.
03
Email verified
The account owner's email has been confirmed via the verification link.

Once all three are done, our team reviews your application. Most accounts are activated within 1 business day. You'll get an SMS and email when you're live.

The most common reasons accounts aren't active

Onboarding is incomplete

The most common one. If you haven't finished the onboarding flow, your account can't be reviewed. Log in and you'll be prompted to pick up exactly where you left off.

Hitting a wall? Our support team can help — start a chat or email support@pay.com.au.

The application was started on someone else's behalf

A bookkeeper or team member can start the application — but a director or beneficial owner needs to finish it. They need to:

  • Confirm the business details
  • Complete identity verification

Check whether the verification invite went to the right person. If not, it can be re-sent from within the application flow.

Your application is under review

Once onboarding is done, our team reviews your application — typically within 1 business day. If additional documents are needed, we'll contact you by email. Check your inbox and spam folder.

How to check your status: Log in to pay.com.au. If we're still reviewing, you'll see a banner on the home page. Once approved, the banner disappears — and you'll see the option to authorise payments.
Verification failed

Sometimes details don't pass our automated checks. Common causes:

  • Spelling errors in your name or address
  • Expired or invalid identity documents
  • Recent changes to personal or business details not yet reflected in government records

We'll reach out by email within 1 business day. If you think there's been an error, don't wait — contact us directly.

Still stuck? If your account has been under review for more than 2 business days and you haven't heard from us, reach out — we'll get you over the line.
Contact us  ·  1300 241 723

Related articles

Contact us