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Frequently Asked Questions

1. GETTING STARTED

What is RentPay?

RentPay is a secure, portable payments and planning app, just for renters. It lets you take control of your rent and smooth out your cash flow, giving you peace-of-mind to focus on other things.

Get the peace-of-mind that your rental payments are made on time, every time, with total flexibility on how you pay.

Never miss a rental payment. Just set it up once and we'll make your rental payments for you.

Total rental payment control all in the palm of your hand. Get app notifications, rental payment history, build an emergency fund, and even improve your financial credit score.

I’m already a RentPay customer. Can I use the new app?

If you or your agent are already using RentPay to pay your rent, you’re most likely using the older version of RentPay. You will be able to switch to the new RentPay app soon, however we will need to migrate your agent to the new app before we can set you up. Please give us a call on 1300 797 933 so we can provide more information about this process. We’re here from 8:30am to 6:30pm AEST.

Do I need to check with my agent or landlord to use RentPay?

RentPay is compatible with all payment methods that agents or landlords may use including BPAY, as well as over 100 other banks and building societies. So there’s no need to check with your agent or landlord as we will take care of contacting them if there is any issue.

If you are renting privately it may take us time to get hold of your landlord to confirm your details so don’t worry if it takes a day before you receive a confirmation your property details have been confirmed.

How do I get help with RentPay?

You can call us on 1300 797 933 or send us an email at support@rentpay.com.au. We’re here to help from 8:30am to 6:30pm AEST.

Is there a fee to use RentPay?

Yes. There are costs for moving funds around, but to keep things simple we’ve bundled them into one monthly fee of $2. There’s also a one-off $3 set-up fee to cover your ID verification. Some additional charges may be payable if you use a credit card or BPAY.

How do I start using RentPay?

You can get started by either downloading the RentPay app (App Store or Google Play) or by using the web version of the app found on rentpay.com.au. The app will step you through the set-up process, which you only need to do once.

What if I don't remember some of my agent’s details?

If you are unsure of your agent’s details, such as their bank account details, we suggest you check your lease agreement or contact them directly to confirm the correct details, before getting started.

What if my agent or landlord hasn’t heard of RentPay?

That’s ok, you can still use RentPay. RentPay pays directly into their bank account so from your agent or landlord’s point of view, they will see your rent being paid, with your payment reference information attached.

I didn’t receive my verification code. 

First try the ‘I forgot my passcode‘ link on the Enter your passcode page in the RentPay app. If you still don’t receive it, call us on 1300 797 933 or send us an email at support@rentpay.com.au. We’re here to help from 8:30am to 6:30pm AEST.

2. USING RENTPAY

How do I pay my rent?

RentPay comes with a wallet, where your funds are stored ready to pay the rent. When you’re setting up, you’ll be asked how, and when to pay funds into the wallet, and when you want RentPay to transfer the rent to your agent or landlord.

We suggest that you set up automated rent payments. This means providing the amount and the frequency of your rental payments, and we’ll make the payment based on your instructions. However if you prefer, you can make a manual payment too.

What is a wallet?

Your RentPay wallet is like a bank account where your funds are securely stored until your rent is due to be paid.

What do you mean by funding?

Funding is the process of transferring money to your RentPay wallet. You can fund your wallet to line up with your pay cycle, and nominate how much you want to add to your wallet each week, fortnight, or month. This allows you to make sure you always have money set aside for your rent. For example, if your rent is due weekly but you are paid fortnightly, you can fund $820 into your wallet each fortnight and we will split that into two weekly payments of $410. This ensures your rent will always get to the agent on time, and you won't be left short of funds.

What is a Buffer?

The Buffer in RentPay lets you stash away extra funds to cover rent in case you hit any bumps in the road. You choose how much, if any, you wish to add to your buffer each funding period (eg $20 per week). You can change this anytime you like through the app.

How do I change my Buffer amount?

Open the app, go to Settings > Emergency savings buffer

Move the slider to the amount you wish to set.

What payment types are accepted and what are the costs?

There are 3 ways to fund your RentPay wallet.

  • Direct debit (included in your monthly fixed transaction fee)
  • Credit card (1.25% processing fee applies)
  • BPAY ($1 per transaction)

How long does it take for the funds to be available in my wallet?

We recommend allowing 2 weekdays between paying funds into your RentPay wallet, and when your rent is due. This will ensure that there is no chance of delay.

Direct debit - 2 weekdays, regardless of whether one of the weekdays are a public holiday

Credit card - instant up to a max of 30 minutes

BPAY - up to 2 business days (so add a day for public holidays)

If you missed adding funds to your wallet before the rent due date, you can still add funds via your credit card by 1230 AET. Add your credit card to your Payment Methods in the app.

We will send a confirmation when the funds have landed in your wallet.

How long does it take for the rent payment to be processed?

If you have the funds in your RentPay wallet, transferring your rental payment to your agent or landlord is instant.

Payments are processed at 1530 AET on the day you have set as your rent due date.

RentPay utilises the NPP (New Payments Platform) which allows instant transfer of funds. As part of the RentPay set-up our support team will advise you if your agent or landlord’s account can’t support this. With over 100 banks and financial institutions part of the NPP there is only a small chance they aren’t.

If the payment option your agent requires is BPAY, funds will not arrive for up to 2 business days after we have processed your payment. Please note that if you are paying your agent via BPAY, you may need to select a rent due date that is 1 or 2 days earlier.

How will I know that the rent was paid if I have set automatic payments?

You will receive an email receipt when your rent has been successfully transferred to your agent. If you use the RentPay app you will also receive an in-app notification on your phone.

The app shows I missed a rent payment. Can I still pay it with the app?

Yes you can. If you have enough funds in your RentPay wallet, click on the missed rent item on your Dashboard in the ‘Recent’ tab. Then click on the ‘Retry’ button.

If you don’t have enough funds in your RentPay wallet you first need to add funds. If you need to do this within 1 day, you can fund your wallet via your credit card which will instantly transfer funds to your wallet. To do this you will need to add your credit card as a payment method. Otherwise you can add funds via the bank account you entered which takes 2 days to transfer.

If you are set up for automatic funding, first go to the Funding tab, switch the toggle to ‘Automatically funding is off’. You can then click on the ‘Add funds’ button.

Once you have added your funds you can switch the toggle back to Automatic.

How will my agent/landlord know that I’ve made a payment?

Your agent or landlord will know your rent has been paid when they reconcile their bank account, which often happens the day after your rent is due.

This is why we ask you when first setting up RentPay to enter the payment reference your agent or landlord gave you when you started your tenancy. This way they can clearly identify your payment in their system. If they didn’t provide one you can use your surname and initial.

How are payments processed on weekends and public holidays?

Payments on weekends will be processed on the next business day. However payments on public holidays will be treated just like any other weekday.

The app shows I missed a funding. Can I still add funds with the app?

Yes. click on the missed Funding item on your Dashboard in the ‘Recent’ tab. Then click on the ‘Retry’ button.

If you need to do this within 1 day, you can fund your wallet via your credit card which will instantly transfer funds to your Wallet. To do this you will need to add your credit card as a payment method. Otherwise you can add funds via the bank account you entered which takes 2 days to transfer.

Need to add funds if no missing funding item is showing? If you're set up for automatic funding, go to the Funding tab, switch the toggle to ‘Automatic funding is off’. You can then click on the ‘Add funds’ button.

Can someone else transfer funds to my RentPay wallet?

Yes. Go to the ‘Let others fund your wallet’ section in RentPay Settings. You will find the BPAY details to give them so they can transfer the funds to you.

My agent/landlord says they didn’t receive my rent payment

If you think a payment has been taken from your account but it wasn't received by the agent or landlord, please contact us on 1300 797 933 so we can investigate and get it sorted asap.

How do I change my Rent amount or due date?

If you need to change the amount of rent you pay, or the date it is due, click Rent at the top of the app, then click on the 3 dots in a circle next to the amount. This will bring up the Rent settings page, then just follow the process.

You will also need to re-enter the funding details to make sure they match.

How do I stop or cancel a funding payment to my wallet?

You can cancel or change payments in your RentPay wallet by going to your RentPay app. If your funding is set to automatic, check your Home dashboard. If the next funding shown has the ‘You can skip this funding’ button, just click it.

To stop all future funding payments from processing, change to ‘Manually fund’ mode. You can then choose when to fund. You will receive a reminder when the funding is due.

If you wish to stop a payment that is in progress (for example, if it’s due today but you don’t think you have enough funds in your account) call us on 1300 797 933.

How can I change my wallet funding payment details?

If you need to change the days your funding occurs click Funding at the top of the app, then click on the 3 dots in a circle next to the amount. This will bring up the Fund settings page. Click the pencil symbol to bring up the Edit function. Then just follow the process to update the funding details.

If you need to change or add a new payment method, you can do this at the bottom of the same Fund settings page.

You can also easily change your preferred payment method if you have more than one option set up.

Can I view my rental payment history? 

Yes, you can get a full history of your RentPay payments at any time. Go to the app, select the Past tab on your Home dashboard to view both your rental payments made, as well as the funding of your wallet.

Can I download my rental payment history?

No. You can however view your rental payment history by clicking on the Recent tab on the Rent dashboard screen.

Can I view my wallet funding history?

Yes. Click on the Recent tab on the Funding dashboard screen.

Can I pay my water bill with RentPay?

No. Currently the RentPay app doesn’t support paying other rental-related charges, but we are working on it and will let you know in the app when this is available.

What does ‘payment pending’ mean?

Payment pending indicates that your payment has been lodged for transfer however your bank hasn’t cleared the payment yet. You will get a notification when it has been successful.

How do I turn on/off my app notifications?

Open the app, go to Settings > Notifications

You can change the App notifications setting, as well as whether to receive all notifications, or only the really important ones.

How do I change my passcode?

Open the app, go to Settings > Security setting

Select the Change Passcode option.

I have moved. How do I update my address and agent/landlord details?

Contact RentPay support on 1300 797 933 between 8:30am to 6:30pm AEST Monday to Friday. You will be asked some security questions, and we can then assist with the request.

Please make sure you have your new lease agreement with you when you call.

Where can I check the fees I have been charged?

Open the app, go to Settings > View fees and charges

Any fees that have been charged for using RentPay are listed at the bottom of the page.

Can I withdraw money from my wallet?

Yes. You will need to contact RentPay support on 1300 797 933 between 8:30am to 6:30pm AEST Monday to Friday. You will be asked some security questions in order to protect your funds, and we can then assist with the request.

How do I close my account?

Contact RentPay support on 1300 797 933 between 8:30am to 6:30pm AEST Monday to Friday. You will be asked some security questions in order to protect your funds, and we can then assist with the request.

3. SCOREBUILDER

What is ScoreBuilder? 

ScoreBuilder is a unique RentPay feature that helps improve your credit score. Each month that you have the ScoreBuilder feature, we report your payment status to one of Australia’s largest credit reporting agencies.

If you’re making regular payments, reporting that to the credit reporting agency over time may have a positive impact on your credit score.

ScoreBuilder is a credit facility provided in partnership with One Card Credit Pty Ltd (Australian Credit Licence (ACL) number 388941). You may see One Card Credit appear on your credit report if you use ScoreBuilder.

To view the terms and conditions for ScoreBuilder, visit https://www.rentpay.com.au/scorebuilder-and-safetynet-terms-and-conditions/

How do I use ScoreBuilder?

To use ScoreBuilder you must first activate your RentPay account, and then opt-in for the ScoreBuilder feature either via the dashboard or when you finish activation.

How much does it cost? 

There’s a one-time $3 fee to set-up ScoreBuilder and then $1 per month while you keep it active. Being opted in to ScoreBuilder means you’re also able to access SafetyNet.

How much will my score be improved by using ScoreBuilder?

The impact of ScoreBuilder and SafetyNet on your credit score will depend on a range of factors, including other credit facilities you may have outside of RentPay that can also impact your score such as credit card or loan repayments.

What if I miss a payment – will it have a negative impact on my credit score?

If you have opted in to ScoreBuilder, a late or missed payment might be recorded on your credit report, depending on how late the payment was. Both late payments and defaults could have a negative impact on your credit score.

If you think you will miss a payment, please contact us in advance as we may be able to reschedule the payment for you or suggest an alternative option. If eligible, you could also consider accessing the SafetyNet feature of your account. Generally speaking, the sooner you get your account back on track the better the chance of minimising any impact on your score. You can find out more about how credit scores work here.

Does ScoreBuilder leave a record on my credit report?

Yes, you will see a record with the narration “One Card Credit (RentPay)” on your credit report if you have opted in to ScoreBuilder.

How do I update my information?

Updating your personal information is quick and easy! Simply update your information in the Settings tab within the RentPay app.

4. SAFETYNET

What is SafetyNet?

SafetyNet is a short-term line of credit to cover your rent if you’re not able to or need your rent money for something else. If you activate and use SafetyNet, the funds will be paid into your RentPay wallet, and then used to make your scheduled rental payment on your behalf. You will then need to pay it back over the next 4 fortnights.

SafetyNet is a credit facility provided in partnership with One Card Credit Pty Ltd (Australian Credit Licence (ACL) number 388941). You may see One Card Credit appear on your credit report or your bank statement if you use SafetyNet.

To view the terms and conditions for SafetyNet, visit https://www.rentpay.com.au/scorebuilder-and-safetynet-terms-and-conditions/

How do I apply for SafetyNet? 

To use SafetyNet you must first activate your RentPay account, and opt-in for the ScoreBuilder feature via the RentPay dashboard. Then, select SafetyNet from your dashboard. You must be opted-in to ScoreBuilder for 30 days before you can access SafetyNet.

How much does it cost? 

SafetyNet comes bundled with ScoreBuilder, which has an activation fee of $3 and a monthly fee of $1. Once you decide that you want to access SafetyNet funds to pay your rent, there is a $4 fee charged each fortnight while you’re paying it back. So if you pay it back over 4 fortnights, which is the maximum term, you’ll pay $16 in fees. There is no interest charged on SafetyNet. If you repay the SafetyNet sooner, you’ll pay less fees.

How much can I borrow? 

The maximum amount you can borrow is the amount of one week’s rental payment. When you activate SafetyNet, we’ll do a quick check of your credit score and then let you know the amount you can borrow.

How long does it take?

We’ll be able to let you know almost instantly how much you have available to borrow, and can pay the funds into your wallet as soon as you agree to proceed. There’s no application form or waiting around.

What are the repayment options? 

SafetyNet repayments will be debited from the nominated account that you provide when setting up RentPay. Your repayments will be debited by One Card Credit with the narration “One Card Credit (RentPay)” appearing on your statement.  

Those repayments will be debited from your account fortnightly, starting two weeks from when you draw on your SafetyNet loan.

I want to pay my loan back sooner, Can I? 

Yes, absolutely! There are no penalties or charges for paying your loan out early. You can do this through the RentPay dashboard, by contacting us on 1300 776 856 or by emailing rentpay@onecardcredit.com.au to request a payout figure.

Can I change my payments? 

If your circumstances unexpectedly change, we understand you may want to change your repayments. If this happens, please contact us as soon as possible via phone on 1300 776 856 or email us at rentpay@onecardcredit.com.au.

The quicker you let us know, the faster we can discuss your alternative payment options and help you get back on track.

What should I do if I can’t make a repayment? 

We simply ask that you contact us as soon as possible. By letting us know your situation, we’ll be able to discuss alternative options with you.

Does SafetyNet use a credit check in the approval process? 

There’s no hard credit check for ScoreBuilder and SafetyNet, however, a soft check of your credit score will be completed. This doesn’t leave a record on your credit report. 

If you default on your SafetyNet repayments, a record of your default may be recorded on your credit report. You will see “One Card Credit (RentPay)” as the narration.

5. SECURITY

How secure is RentPay?

When your funds are deposited with RentPay, they are treated just like funds in a bank account. Your funds can only be accessed by you, and we have security measures in place to protect your account from unauthorised access.

How secure is my personal information?

We treat your privacy and security very seriously. All of your personal and payment information is stored in a secure database that is housed in a high security data centre. These premises are secure banking environments, so you can be assured that your personal information is protected and safe. RentPay is compliant with the Payment Card Industry (PCI) standard as further assurance your details are safe and secure. We undergo an annual audit to ensure our security practices remain Best Practice.

©RentPay 2021
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