2. USING RENTPAY
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.
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.
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)
- Visa/MasterCard (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.