Help & support
1. PayID is an identifier which can be used to receive payments or create PayTo agreements. PayIDs are created by linking a bank account to a memorable piece of information, such as your phone number, email address, ABN, or ACN. PayID is also the name of the service that enables direct payment through this identifier so you can send payments to a PayID without the need to remember BSB and account numbers.
2. If you have previously registered a phone number or other identifier with us to receive social payments such as payments to a mobile phone and you are registering the same identifier as a PayID, we will prioritise directing payments to the PayID linked account unless the PayID service is down, in which case we will direct the payment to the account you selected for social payments.
3. The Banking Code of Practice, applies to your PayID if you are a small business as defined in the Code or an individual.
4. Participating in the PayID service and registering a PayID is optional. By accepting these terms you agree to registration with the PayID service hosted by NPP Australia Limited and our storing and sharing information about you or the account (such as the selected PayID, PayID Name, linked account and account holder details) with the PayID service for other parties to access when facilitating payments or registering PayIDs, including:
a) NPP Australia Limited;
b) BPay Pty Limited;
c) Reserve Bank of Australia;
d) Other PayID service participants or financial institutions;
e) Service providers to the above entities.
5. The PayID Name is likely to be displayed to people who send payments to you to facilitate payment to the correct PayID. The information may also be used for reasonable secondary purposes including transaction tracing and investigations.
6. When registering a PayID, you will need to select a PayID Name and nominate an account to link. We will provide you with a selection of eligible names and accounts.
7. The PayID types we offer for registration may vary. The PayID types available and any additional eligibility criteria will be disclosed as part of the PayID registration process.
8. You must be authorised to use the identifier you select as the PayID and the linked account and they must be valid. We may require you to verify your right to use the PayID and linked account.
9. The PayID and PayID Name must reasonably and accurately represent the account holders. You must not register a PayID or PayID Name that could mislead or deceive a payer into sending payments intended for another payee.
10. Duplicate PayIDs are not permitted. However, if you have more than one eligible identifier, you may (subject to availability) register each as a separate PayID.
11. You may only link one account to each PayID, but you may link multiple PayIDs to the same account.
12. In the case of accounts held by more than one customer, each customer may register separate PayIDs to the same account. Please note, every other account holder may see the details of your payments including who you send payments to, receive payments from and any payment descriptions.
13. You must notify us of the theft or misuse of your PayID as soon as possible. Personal customers should call 13 2221 and Business customers should call 13 1998. If you do not do this, the risk of any financial loss that you may suffer by reason of the theft or misuse may be heightened.
14. You must promptly tell us of any change in your details, such as when you cease to own or be authorised to use your PayID or linked account.
15. You can make changes to a PayID, PayID Name and linked account or initiate the transfer of the PayID to another account or financial institution. Customers using a phone number or email as a PayID can do this through the CommBank App or via Netbank. Business customers with PayIDs that are ABNs or ACNs can do this by contacting their relationship manager or by calling Business Banking Services on 13 1998.
16. You may lock or close a PayID at any time. You must close your PayID when you no longer have the authority to use it.
17. We may lock or close a PayID where we reasonably deem it is necessary, including to protect against misuse or fraud, investigate matters we deem suspicious, where the PayID has not been used for a long time, you close your linked account or we learn you are no longer authorised to use the PayID. You cannot transfer, update or receive payments to a PayID when it is locked or closed. We may periodically check that your PayID is correct and you still have authorisation to use it.
18. We will give effect to any instruction to close or transfer a PayID within 24 hours unless otherwise advised. However, for PayID which is an ABN or ACN this can sometimes take up to 7 business days.
19. We may change these terms and conditions or impose or vary any fees and charges at any time. We’ll act reasonably when exercising these rights and only do so for legitimate business purposes.
20. Where we provide notice in writing, we will only do so electronically through our website and let you know when the information is there by advertising in the national or local media, email, SMS message or push notification through the CommBank App. Paper copies will not be available.
21. This table shows how and when we will tell you about any changes. However, we don’t have to give you advance notice if we need to make changes to immediately restore or maintain the security of a system or an individual facility, including the prevention of systemic or individual criminal activity, including fraud.