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Frequently Asked Questions

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  • What is Pay24?

    Pay24 is the new, simple way to pay your bills and top up your accounts.

    With one easy to use and secure app, you can top-up your accounts directly from your
    smartphone and be able to pay them from any of your credit cards wherever you are.

    Pay24 will also remind you when your top up account is below the threshold value that
    you’ve set.

    Currently Pay24 allows you to monitor balances and make payments to:

    • myki money
    • myki passes
    • CityLink
    • EastLink
    • RTA
    • Opal Card

    We’re working hard with other providers as well.

    If you have a suggestion for Pay24 please email us at support@Pay24.com.au.

    How much does Pay24 cost?

    Pay24 is free in both the Apple App Store and Google Play store. Please note that when you download the apps you are subject to your relevant mobile data-usage plan charges.

    Download Pay24 from the App Store

    Download Pay24 from Google Play


    What operating systems does Pay24 work with?

    Below is the list of the minimum operating systems required for Pay24 to work on your device:

    Pay24 for iPhone:

    • Compatible with iPhone, iPod touch and iPad
    • Requires iOS 4.0 or later

    Pay24 for Android:

    • Requires Android version 2.2 (Froyo) or later.

    Can I register Pay24 on more than one device?


    Pay24 can be registered on as many devices as you would like. Each device is independent of each other device and therefore you will need to add your account details each time.

    For security reasons be sure to only download or update Pay24 from the Apple App Store or Google Play Store.

    How do I add an account?

    For your first account:

    • Select the Accounts tab from the menu
    • Select the “Add Account” button on the screen
    • Select your account from the list
    • Complete the form that appears
    • Click “Add Account” (Remember Pay24 will never see the usernames and passwords that you enter in this form.)  Your account will then appear on your page.

    For subsequent accounts:

    • Select Accounts tab from the menu
    • For Android: Select the “plus” symbol at the top right of the screen; or
    • For iPhone: Select the “Add” button at the top of the screen
    • Select your account from our list
    • Complete the form that appears
    • Click “Add Account” (Remember Pay24 will never see the usernames and passwords that you enter in this form.) Your account will then appear on your page.

    How do I edit an account?


    In the top up page where you can see your accounts;
    For Android: Tap the account logo to the left of the account and a TRASH or EDIT icon will appear”; or
    For iPhone: swipe left on the account you wish to edit and press the “Alter” or “Delete” button

    Why can’t I add an account?


    If you can’t add an account or receive a ‘Service Unavailable’ message please check your Internet connection and try to register again soon.

    If you have an internet connection, the biller may be experiencing technical difficulties. Please try again soon.

    If you continue to encounter issues, please email us at support@Pay24.com.au.

    How do I change my email address?

    • For Android: Within the app select menu, then select preferences; or
    • For iPhone: Select preferences from the menu tab
    • Select “Change E-mail Address”

    Why has the Pay24 application crashed?

    Many apps (including Pay24) can crash for a multitude of reasons, but most often this may be due to multiple suspended apps running in the background. This is known as multitasking and can use up a lot of the device’s free memory.
    If you have issues that aren’t fixed by closing and restarting the app, then try turning your device off and restarting. You can also try closing down unused apps to free up memory and resources.

    If you continue to encounter issues, please email us at support@Pay24.com.au.

    Can I deactivate Pay24?


    Yes. To deactivate Pay24 you should uninstall the app from your device. To uninstall the app, please use the application manager provided with your device or consult your device manual for instructions.

    What happens if I change devices?


    Pay24 should still be available in your iTunes or Google Play app lists and will install to your new device. You will need to re-enter your account information.

    For security reasons you should ensure that you uninstall the application from your old device.

    How can I make a suggestion?


    To make a suggestion, please visit our website or send an email message to support@Pay24.com.au. At Pay24, we strive to constantly improve our service and we welcome all user feedback.
  • Who can I make payments to?


    Pay24 currently offers functionality for mykiCitylinkEastLink, Opal Card and RTA E-toll to allow you to easily top up these account from your smartphone.

    We’re working hard to bring you your electricity, water, telephone and many more bills soon.

    What can I use to make a payment?


    Currently, valid credit cards or debit cards can be used to make payments.

    Direct bank transfers will be available soon.

    Can I cancel a payment?


    No. All payments are final. Please contact your biller about their refund policy.

    What if I make a payment to the wrong account number?


    If you make a payment to a registered account, it is unlikely that you can make a payment to the wrong account as you require an account username and password; however if you make a payment and your account details have changed, you will need to contact the payee to request a refund.

    If you make a payment to an unregistered account you will need to contact the payee to request a refund.

    In the event you have made an payment to the incorrect account you should contact the payee immediately to try and limit any loss as you may not be able to recover the monies.

    How long does it take for the Pay24 payment to be deposited into the biller account?


    Payments are processed directly by the biller. The time taken will depend on how long it takes the payee to process your payment.
    Generally, when paying by credit or debit card your payment will be processed immediately. However, with myki, please allow 24 hours for payments to be processed.

    Why isn’t my myki balance updated immediately?


    Pay24 uses data directly from myki. When myki updates your balance, this will be reflected in Pay24 after the next balance refresh.

    How long does it take for my payment to be processed by myki?


    myki advise that it takes up to 24 hours for payments to be processed within their systems. We recommend that you set your notification threshold at a level high enough to allow you at least 24 hours to top up your account.

    Can I make a future-dated payment?


    No, Pay24 currently does not allow for future-dated payments.

    Are there payment limits?


    Yes, the daily limit for your combined Pay24 payments is $1,000 per day and $10,000 per month.
    Some billers have minimum payment limits or increments.

    How do I know if my payment has been successful?


    After you make a payment, Pay24 will provide a success or failure message. You can also check payment success from the History tab.

    Why did my payment fail?


    You can select “History” and select the failed transaction to see more details.
  • How safe and secure are the passwords I store in Pay24?


    All your data is encrypted with a 256-bit encryption protocol and encrypted by a unique algorithm for each individual device. In addition, your banking details are protected by your PIN which is never known to Pay24 or its employees.

    For Android users, all password information remains secure on your device and is never stored by Pay24. For iPhone and iPad users your biller account details and passwords are stored on our secure severs in order to be able to provide low balance notifications.

    All credential information is highly encrypted and remains in a closed system which means no one, including our own employees can decrypt the password. Pay24 has the ability to save a password or delete it, but we can never read one.

    Is my credit card number safe?


    Yes. Here are the ways your card number is safe:

    • Once you enter your card number for the first time, no one (including you) will be able to see it in full again within the Pay24 app as we hide all the digits except the last four.
    • Your card number is only stored on your phone – we don’t store it on our own Pay24 servers.
    • Your card is stored with bank grade encryption on your phone. (All your data is encrypted with a 256-bit encryption level and encrypted by a unique algorithm for each individual device. In addition, your banking details are protected by your PIN.)
    • The application will only allow three attempts to enter the PIN. If your PIN is entered incorrectly more than three times your credit card details will be permanently deleted from your device.

    See our privacy and security page for more information

    Will Pay24 ever share or sell my information?


    Your privacy is not for sale: Pay24 will NEVER (now or in the future) share any personally identifiable information we collect from our users with any 3rd party.
    Pay24 is designed so that you are the only one who can access your account. You can delete any or all of your accounts at any time.

    What can I do to select a secure PIN?


    DON’T select a PIN that:

    • represents your birth date;
    • represents a recognisable part of your name; or
    • is the same PIN as that use for your credit card

    DON’T write your PIN or carry a record of it or with your Device

    DON’T tell or show your PIN to anyone else (including family and friends).

    DON’T use a single recurring number like 1111 or a sequence like 1234

    DO change your PIN regularly

    What can I do to protect my phone/device?


    In addition to our recommendations on PIN security, Pay24 recommends that you:

    • Enable password-protection and other security features that may be made available on your device to stop unauthorised use of the Pay24 application. Please note that you should not disclose this to anyone and ensure this is a different PIN to the one you created for Pay24.
    • Don’t leave your device unattended and left logged into the Pay24 application.
    • Exit from the Application at the end of each session.
    • Don’t override the software lockdown on your Device (commonly referred to “jail breaking” or “rooting‟ your Device).
    • Take precautions against malware and viruses on your device. There are a number of security apps available to keep your device and details secure.

    What happens if I enter the PIN incorrectly or forget my PIN?


    If you enter your PIN incorrectly more than three times your payment details will be permanently deleted from your device.

    If you have set-up an email address on the Pay24 application, you will be given an option to be sent a temporary PIN. As your payment details are encrypted using your PIN, these details will be permanently erased from your device and you will need to re-enter them into the application in order to be able to make payments.

    What happens if my phone/device is lost or stolen?


    You should IMMEDIATELY tell us and the financial institution that you use to make payments if you believe your PIN or mobile device has been lost or stolen.

    The following is our contact information:

    Is my personal banking information stored on my device?


    Yes. All your data is encrypted with a 256-bit encryption level and encrypted by a unique algorithm for each individual device. In addition, your banking details are protected by your PIN.

    Is my Pay24 PIN the same as my Pay24 debit card PIN?


    This will depend on the 4-digit PIN you chose when you first registered Pay24. Pay24 recommends that you do not use the same PIN.

    If someone gets hold of my phone/device, can they access my personal banking details?


    No. Your user names and passwords are never displayed after you enter them during the setup process and we offer additional security features – like a PIN-lock – to help keep your information protected.

    All your data is encrypted with a 256-bit encryption protocol and encrypted by a unique algorithm for each individual device. In addition, your banking details are protected by your PIN.

    For security purposes the application will only allow three attempts to enter the PIN. If your PIN is entered incorrectly more than three times your credit card details will be permanently deleted from your device.

    Are Pay24 payments safe?


    Yes. Pay24 has implemented the following security measures:

    • All your data is encrypted with a 256-bit encryption protocol and the data exchanged with Pay24 is encrypted with 128-bit SSL in order to create a highly protected connection between users and Pay24’s servers. We work to bring you a great service, with the peace of mind that your information will be protected.
    • Your banking details are protected by your PIN and a unique algorithm for each individual device.
    • Your registered payee account details are verified before a payment can be made.
    • Because you access your online accounts through the secure Pay24 service, you are no longer exposed to criminal attempts by strangers to access your personal accounts and sensitive data through fraudulent links that mimic real providers.