Help Centre

Wagepay is a service designed to revolutionise the way everyday Aussies access and manage their pay. You can apply for real-time early access to a portion of your wages, with other free add-on services available for selected customers, all without needing to involve your employer.

In addition to our wage advance product, Wagepay also offers free access to other add-on services, including:

• Bank scoring: available once you’ve been approved for your first wage advance, and stays active while you continue to refresh your limit when requested.

• Credit score tracking: available for selected customers with an excellent repayment history and strong financial health, as determined by us.

• Tiered pricing for wage advances: a discount to the establishment fee on your advance, for selected customers with an excellent repayment history and strong financial health, as determined by us.

• Wagepay Rewards: a rewards program you can unlock after repaying at least three advances. To keep your rewards active, you’ll need to keep your wage advance accounts out of arrears and draw down a wage advance every three months.

To access our services, download our app from the Apple App Store or Google Play Store. Our app is called “Wagepay: Access up to 3,000”.

You can also access our services through the web portal on our website. Wagepay is 100% online, so we don’t have any physical stores.

To create an account, you will need the following information:

• Your personal details, such as your full name and date of birth

• Your email address

• Your mobile number

To then apply for your first wage advance, you will also need:

• Your residential address

• Your basic income and expense information

• To connect your bank feed

Most customers complete the account creation process within 3 minutes. This covers setting up your Wagepay login.

Applying for a wage advance is a separate process that includes connecting a usable bank feed, so this step takes a bit longer. A usable bank feed is needed for every wage advance, not just your first.

Yes. Security is one of our top priorities at Wagepay, and we follow industry best practices to keep your data safe.

• Transactions are protected with 256-bit TLS encryption.

• Our website uses HTTPS to keep your connection secure.

• Your account can be protected with multi-factor authentication, which you can enable from your settings.

• Our app and web portal include anti-bot protection to help guard against automated and fraudulent activity.

• Your Wagepay data is stored in Australian data centres, hosted with Amazon Web Services.

• When you connect your bank feed, we only have read-only access to your transaction history. We can’t move money out of your bank account.

If you’d like to know more about how we handle your data, please see our Privacy Policy on our website.

You may be eligible for a wage advance if you meet the following minimum requirements:

• You must be at least 18 years old.

• You must be employed and receive a regular wage.

• You must earn at least $500 per week.

• Your wages must be paid into an Australian bank account in your own name.

You’ll also need to connect your bank feed so we can verify your income and transaction history.

Please be aware these are the minimum requirements to be eligible, and all advances are still subject to assessment.

To apply for a wage advance, follow the instructions below in the app or web portal.

1. From the Home screen, select ‘Apply’ (or ‘Continue’ if you have already started a request).

2. Follow the prompts to complete the application.

If you’re new to Wagepay, you’ll need to complete the account creation process first.

Please be aware all advances are subject to assessment.

When you first apply, you’ll be given an advance limit estimate, which is an estimate of the the maximum amount you can drawdown at any one time. Advance limit estimates can be up to $3,000, and your estimate is refreshed from time to time.

You don’t need to drawdown your full limit estimate at once. You can make multiple drawdown requests up to your advance limit estimate, and we will do a quick assessment of each one before it is funded. This means the exact amount you can drawdown will depend on your circumstances at the time of each request. Please be aware the minimum amount per advance is $100.

We only advance a portion of your wage, rather than all of it, as our product is designed to be responsible.

As you build a repayment history with Wagepay, we may increase the amount you can drawdown at our discretion. From time to time, we’ll reassess your advance limit estimate based on a range of factors.

If your limit hasn’t been increased recently, the best thing you can do is use Wagepay responsibly and maintain a good banking history.

The assessment is completed for most customers within 2 minutes. If we need to update your bank feed, this may take a little longer.

Please be aware all wage advances are subject to assessment, so the outcome will depend on your circumstances at the time of applying.

Yes. You can pay off your advance early at any time, using any of the options below in the app or web portal.

• Debit card, via the payment options.

• EFT (online transfer), using our bank account details.

• PayTo, via the payment options (only if you have a valid PayTo Agreement).

There are no additional fees or penalties for paying off your advance early.

There is no waiting period. Once your repayment has been received, the repaid amount becomes available again on your advance limit estimate, and you can submit a new wage advance request. As with any wage advance, please make sure it’s the right financial decision for your circumstances before applying.

Please be aware we will do a quick assessment before each advance to make sure it is suitable for you.

No. At Wagepay, we do not do credit checks (also known as credit enquiries) as part of our sign-up or wage advance process. We complete our assessment using your bank account transaction history and history with Wagepay.

Selected customers with an excellent repayment history with us may be invited to access their credit score for free. We do this by acting as an Access Seeker on your behalf, which does not create a credit enquiry or affect your credit score.

No. We do not contact your employer about your account in any way, shape, or form. Even if your employer is signed up to Wagepay For Business, they will not know whether or not you take out an advance.

Most customers won’t need to provide paper identification documents. We electronically identify you through services like Frankie Financial.

If we’re unable to identify you electronically, we may ask you to provide the following before you can complete your application:

• A photo of yourself holding up your government ID, such as a Passport or Driver’s Licence

• Your most recent bank statement to verify account ownership

Please ensure your name, address, and date of birth are clearly visible in your documents, and our team will do their best to assist you.

Once you’ve accepted your drawdown, we release your funds to your bank account.

Around 99% of our advances are paid via the New Payments Platform (NPP), so most customers will receive their funds within 60 seconds.

For other customers, we send funds by EFT (online transfer). These funds typically arrive the next business day if sent before your bank’s cut-off time (often 5pm), or the business day after if sent after the cut-off, or on a weekend or public holiday.

‘Financing’ means your advance payment is being processed and we are attempting to transfer your funds to your nominated bank account. The status will update once your funds have been deposited.

If your advance has been in ‘Financing’ for an extended period, this may indicate there are delays with your bank or the New Payments Platform (NPP). We would recommend you check back later, or contact our customer support team from the app or web portal for further assistance.

No. We only deposit your advance into the bank account where your wages are paid. This helps keep your account secure and ensures funds are paid to you.

If your pay has recently moved to a different bank account, you’ll need to update your account details next time you refresh your limit.

Yes. Our service is generally available at any time, including weekends and public holidays. If you have a New Payments Platform (NPP) enabled bank account, you’ll usually receive your funds within 60 seconds, even on a weekend.

For other customers, we send funds by EFT (online transfer). EFT funds typically arrive the next business day if sent before your bank’s cut-off time (often 5pm), or the business day after if sent after the cut-off, or on a weekend or public holiday.

If you have not received your SMS security code, there are a few things you should do:

• Check that your phone has service.

• Check you have entered your correct phone number into the application (if you are creating a new account).

• Check your Unknown Senders (iPhone) or Spam/Blocked/Unread (Android) folder in the Messages app. If our message is there, tap ‘Not Junk’ (iPhone) or ‘Not Spam’ / ‘Mark as Known’ (Android) so future messages land in your inbox.

• Check you have not blocked our mobile number in your phone’s settings.

• Add our number to your contacts to help prevent future messages from being filtered.

• Restart your phone and reopen the Wagepay app or web portal.

If you are still having issues, we would recommend you try again later and contact our customer support team from the app or web portal.

All wage advance requests are subject to our assessment process, and there are some situations where a request can be declined. Some common reasons include:

• Inconsistencies with your income: for example, your last pay was missing or reduced, we can’t identify your income, or your average pay is below what’s needed.

• Repayment history: for example, an inconsistent repayment history with Wagepay, Direct Debit dishonours, or missed payments.

• Higher-risk account activity: for example, overdrawing your account, large cash withdrawals, or not leaving enough funds in your account for your repayments.

If your request is declined, you can refresh your advance limit and reapply after 7 days. Because Wagepay doesn’t carry out credit enquiries as part of our assessment, a declined request won’t affect your credit score.

There are occasions where your wage advance request can be declined, even if you’ve been approved before. All requests are subject to our assessment process, and Wagepay considers a range of factors for each one, including but not limited to your bank score, recent income, account activity, and overall financial position. Each request is assessed individually, so the outcome can vary from one advance to the next.

If your request is declined, you can refresh your advance limit and reapply after 7 days. Because Wagepay doesn’t carry out credit checks (also known as credit enquiries) as part of our assessment, a declined request won’t affect your credit score.

If you’ve been declined this time, you can refresh your advance limit and reapply after 7 days.

When you reapply, please make sure you’ve updated your bank feed in the app or web portal so we can see the wage payments going into your new account. We generally look for at least two consistent wage payments deposited into the new account before reassessing.

Please be aware each request is assessed individually, so meeting these conditions doesn’t guarantee a specific outcome.

We use digital bank feeds to access a read-only copy of your bank transactions, which lets us provide our services quickly. Read-only means we can see your transactions but can’t move money or make any changes to your account.

Our digital statement provider is Talefin. You can view their Privacy Policy and Terms and Conditions on their website at Talefin Privacy Policy and Terms and Conditions.

We support over 95% of banks in Australia for bank feeds, but a small number of financial institutions aren’t supported at this time. If your bank doesn’t appear on the list, it means we’re currently unable to offer our services for that account.

The two main banks we can’t support right now are Up Bank and ANZ Plus. Please note all standard ANZ accounts are supported, so if you bank with ANZ through a regular account you’ll still be able to connect. We’re continuing to add support for more banks over time, so it’s worth checking back if yours isn’t listed yet.

If your bank connection is showing an error or isn’t working, there are a few things you should check:

• Check you’re using the correct username and password for your online banking portal. For some banks, this means using your password rather than your PIN.

• Check you can log in to your bank’s official website, to make sure your bank isn’t having issues and your access hasn’t been temporarily blocked.

• Check whether there are any new terms and conditions or other messages that need to be accepted in your bank’s official banking portal, as this can affect your bank feed connection.

• Close and restart the Wagepay app or web portal.

• Wait half an hour and try again later.

If you’re still having issues after working through the above, please contact our customer support team from the app or web portal for further assistance.

If your bank feed is taking a while and there’s no error showing on the screen, it usually just means the connection is taking a little longer than normal. Most bank feed connections are done within 3 minutes, though it can occasionally take a little longer. If you’ve been waiting a lot longer than this, please close and restart the Wagepay app or web portal, then try again around half an hour later.

If you’re still having issues, please contact our customer support team from the app or web portal for further assistance.

You should connect the bank account that your primary employment income is paid into. That’s the account we need to see your wages going into, so please make sure you select the right one.

To be eligible for a wage advance, you’ll need to be receiving a minimum income of $500 per week into that account, which is equivalent to $1,000 per fortnight or $2,000 per month. Please note this is a minimum requirement, and all wage advances are subject to our verification and approval process.

No. Only one Wagepay account can be linked to a particular bank feed at a time. So if you and your partner share a joint bank account, only one of you can use that account with Wagepay.

If you each want your own Wagepay account, the other partner would need to connect a separate bank account that their own income is paid into.

You can update your linked bank feed when your advance limit is next refreshed. During that process, you’ll be given the option to either confirm your existing bank feed or connect a new one.

Until your limit is refreshed, you won’t be able to change the bank account your advance funds are deposited into.

Please note you can still update the account used for your Direct Debit repayments on any active advances at any time. You can do this from your ‘Profile’ settings in the app or web portal.

Your bank score is a proprietary score calculated by Wagepay that determines your perceived risk to creditors. It’s calculated from the transaction history of the bank account you connect to the app or web portal.

Some of the factors that can influence your bank score include your loan and credit repayment history, stability of income, direct debit history, high-risk transactions, the types of credit you’ve used, and your general spending patterns, among others. Your bank score is one of a range of factors we consider when assessing your advance limit.

Bank scoring is a feature that becomes available once you’ve been approved for your first wage advance, and it stays active while you continue to refresh your limit when requested. Once it’s available, we’ll also provide information and tips to help you understand and manage your bank score.

Your credit score is a score created by a credit bureau, such as Equifax, that reflects your credit risk. It’s calculated from data that creditors report to the credit bureau, such as application information, credit default information, repayment history, and demographic data.

Please note Wagepay does not use your credit score in our wage advance assessment process. Credit score tracking is a separate feature, available for selected customers with an excellent repayment history with us, to help you monitor your overall financial health. If you’re eligible, you’ll see it appear in the app or web portal, where you can set it up.

Wagepay automatically retrieves your most recent credit score every month, so you can keep track of how your score is trending over time. The credit score tracker is completely free to use.

We retrieve your credit score by acting as an Access Seeker, which does not create a credit enquiry or affect your credit score. We also don’t use your credit score in our wage advance assessment process.

Please note credit score tracking is available for selected customers with an excellent repayment history with us, and you’ll need to opt in to use it.

Wagepay Rewards is a program designed to give a little extra back to our customers. By completing goals in the app or web portal, you can earn Wagepay points, which can be redeemed for a range of rewards.

To unlock Wagepay Rewards, you’ll need to:

• Have repaid at least three advances

• Have a good repayment history with us

• Have your wage advance accounts out of arrears

Once unlocked, you’ll need to keep meeting a couple of conditions to keep your rewards active:

• Keep your wage advance account out of arrears

• Draw down a wage advance every three months

You earn Wagepay points by completing goals in the app or web portal. Some examples of these goals include:

• Repaying your advances on time

• Maintaining a good bank score for three consecutive months

• Logging in to the app consistently for three consecutive months

You can see the full list of current goals, and how many points each one is worth, in the app or web portal.
Please note you’ll need to have unlocked Wagepay Rewards before you can start earning points.

Most points are issued in real-time, so you’ll usually receive them as soon as you complete a goal. For example, once you repay an advance on time, your points will normally appear straight away.

If you were expecting points that haven’t appeared, the most common reason is that the goal’s conditions haven’t been fully met yet. If you’ve checked this and your points still haven’t appeared, please contact our customer support team from the app or web portal and we’ll be happy to look into it for you.

To see your points balance, follow the instructions below in the app or web portal.

1. From the home screen, select ‘Rewards’.

2. Select the ‘Choose Rewards’ button.

3. Select the button with your initials in the top right-hand corner to view your points balance.

Please note you’ll only see this once you’ve unlocked Wagepay Rewards.

To redeem your points, follow the instructions below in the app or web portal.

1. From the home screen, select ‘Rewards’.

2. Select the ‘Choose Rewards’ button.

3. Browse the available rewards and follow the prompts to redeem your points.

You can redeem your points across a range of options, including:

• Gift cards

• Travel

• Carbon offsets

• Cryptocurrency

You can see the details of each option in the ‘Rewards’ section of the app or web portal.

Your Wagepay points don’t have a set expiry date, but they can be lost in some situations, so they won’t necessarily last indefinitely.

To keep access to your points, you’ll need to keep Wagepay Rewards active. This means keeping your wage advance account out of arrears and drawing down a wage advance every three months.

You’ll also lose any unredeemed points if you close your Wagepay account. If you’re thinking about closing your account, we’d recommend redeeming your points first.

Our rewards are fulfilled by our rewards partner, Ascenda. If you haven’t received a reward after redeeming it, please contact the Ascenda team that looks after Wagepay customers at rewardscentral@support.ascenda.com and they’ll be able to help.

No. Each customer can only have one Wagepay account, and points can’t be transferred between accounts.

You can refer friends to Wagepay and earn a reward when they join. To find and share your referral code, follow the instructions below in the app or web portal.

1. Go to the ‘Home’ page.

2. Under the ‘Invite A Friend & Get Paid’ heading, select the ‘Share Link’ button.

3. Select the ‘Click here to copy your invite link’ button.

4. Paste the link into a messaging platform to share it with a friend.

Please be aware the referral reward is only paid when your friend is new to Wagepay and has never taken an advance before, and when they correctly enter your referral code or use your invite link when they sign up. If these conditions aren’t met, we’re unable to pay the reward.

To use your referral, your friend can either:

• Click the link you sent them and create an account, or

• Enter your invitation code when they first sign up

Once your friend has created their account and drawn down a wage advance, you’ll both receive the reward.

Please be aware the referral reward is only paid when your friend is new to Wagepay and has never taken an advance before, and when they correctly enter your referral code or use your invite link when they sign up. If these conditions aren’t met, we’re unable to pay the reward.

No. There’s no limit to the number of friends you can refer.

You’ll earn a referral reward for each friend who signs up using your invite link or invitation code and then draws down a wage advance.

Please be aware the referral reward is only paid when your friend is new to Wagepay and has never taken an advance before, and when they correctly enter your referral code or use your invite link when they sign up. If these conditions aren’t met, we’re unable to pay the reward.

Once we’ve confirmed that you and your friend have met the referral conditions, Wagepay will transfer your referral payment directly to your connected bank account. This is sent to your primary income account, which is the same account your wage advance funds are paid into.

Please be aware you’ll need a valid primary bank account on file with us to receive your referral payments. If we don’t have a valid account on file, we’re unable to send the payment.

There are a few reasons you might not receive a referral payment. Some common ones include:

• Your friend has registered with Wagepay before. Referral payments are only available for friends who are new to Wagepay.

• Your friend hasn’t drawn down a wage advance yet. The reward is paid once they’ve completed a drawdown.

• Your friend didn’t use your invite link or enter your invitation code correctly when signing up.

• You don’t have a valid primary bank account on file with us, which we need in order to send the payment.

If you’ve checked these and still haven’t received a payment you were expecting, please contact our customer support team from the app or web portal and we’ll be happy to look into it.

Yes. There are two self-service options in the app or web portal you may be able to use to change when your repayment is due:

• Postpone: push your repayment back by up to 14 days.

• Split: divide your repayment into two, with the second part due up to 14 days later.

If you have multiple advances, you’ll need to apply these options to each advance individually.

The exact dates you can choose depend on a few factors, such as your income cycle, so the full 14 days may not always be available. Please note these options may not be available if you’ve already used postpone or split on that advance, that advance is already in arrears, you’ve already made a partial payment towards that advance, or in other circumstances as determined by Wagepay.

If the options aren’t available to you, or you need further assisstance, you can contact our customer support team from the app or web portal.

To postpone your repayment date, follow the instructions below in the app or web portal.

1. Navigate to the ‘Advances’ section.

2. Under the heading ‘Active Drawdowns’, you’ll see all of your active wage advances. Select the wage advance you want to update to expand its options.

3. Select ‘Postpone Payment’.

4. Select the new date you want the payment to come out, then select ‘Apply’.

Please note the postpone option may not be available if you’ve already used postpone or split on that advance, that advance is already in arrears, you’ve already made a partial payment towards that advance, or in other circumstances as determined by Wagepay.

To split your repayment, follow the instructions below in the app or web portal.

1. Navigate to the ‘Advances’ section.

2. Under the heading ‘Active Drawdowns’, you’ll see all of your active wage advances. Select the wage advance you want to update to expand its options.

3. Select ‘Split Payment’.

4. Review the new payment dates and amounts, then select ‘Confirm Split Payment’.

Please note the split option may not be available if you’ve already used postpone or split on that advance, that advance is already in arrears, you’ve already made a partial payment towards that advance, or in other circumstances as determined by Wagepay.

The dates you can choose in the postpone and split features are based on a number of factors, including your pay cycle, the maximum repayment window for your advance, and upcoming public holidays, so the exact date you’d like may not always be available.

If the available dates aren’t suitable for your situation, please contact our customer support team from the app or web portal for further assistance.

No. Your repayment date is set per advance, so you can’t set a standing repayment day or date that applies to all future advances.

If you need to adjust the repayment date on a current advance, you may be able to use the postpone or split features in the app or web portal, or contact our customer support team for further assistance.

If you miss a payment, your account will be in arrears. While we don’t charge any missed payment or dishonour fees, you’ll need to make up the missed payment as soon as you can to get back on track.

If your repayment was set up as a Direct Debit, we’ll reattempt it. You can also make up the payment yourself at any time using any of the options below in the app or web portal.

• Debit card, via the payment options.

• EFT (online transfer), using our bank account details.

• PayTo, via the payment options (if you have a valid PayTo Agreement).

You can also get in touch with our customer support team to arrange payment. We understand that sometimes things don’t go to plan. If you’re experiencing financial difficulty, please contact our customer support team as early as possible so we can talk through the options available to you.

If you’re experiencing financial hardship, you may be able to get quick assistance by using the postpone or split repayment options in the app or web portal.

If you need more support than these options can offer, please contact our customer support team from the app or web portal and they’ll discuss your situation with you.

While we look at all hardship cases on a case-by-case basis, to help us assist you more quickly it’s worth including a few details when you get in touch:

• A brief summary of your current situation.

• Any specific request you have, such as a new repayment date or an adjustment to your repayments.

• Any supporting documentation you’re able to provide.

We have a number of repayment methods available to repay your advance:

• Direct Debit (this is the default repayment method)

• PayTo

• Debit card

• EFT (online transfer)

Direct Debits are payments we deduct on your behalf from your nominated bank account, and this is our default repayment method. During the drawdown process, you’ll need to complete a Direct Debit Request, which authorises us to deduct your repayments from your nominated account.

Direct Debits usually clear within 2 business days, though in rare cases it can take a little longer. During this time your repayment will show as ‘Processing’.

Direct Debits are supported by most bank accounts in Australia.

PayTo is a payment method that allows real-time processing of recurring payments from your bank account. This means that, unlike a normal Direct Debit, your payment is processed instantly rather than taking up to 2 business days.

You can use PayTo as long as your bank and our service provider both support it. PayTo is still being rolled out across Australia, and more than 50 banks have enabled it so far. If it’s supported, we’ll attempt to set it up and create a PayTo Agreement for you when you accept your advance. Please be aware you’ll need to accept your PayTo Agreement in your own bank’s app before PayTo can be used.

If your bank is experiencing technical issues with PayTo, or you’re otherwise unable to accept your PayTo Agreement, we’ll revert your payments to a Direct Debit.

A PayTo Agreement is an agreement that authorises a PayTo payment, setting out details like the payment frequency, amount, start date, payee, and other terms. It works in a similar way to a Direct Debit Request, but with a PayTo Agreement you can view and manage it directly in your online banking portal or mobile banking app.

If your bank is PayTo enabled, Wagepay will automatically attempt to create a PayTo Agreement for you during your wage advance drawdown.

Please be aware your PayTo Agreement may show a payment amount that’s higher than your actual repayments. This is a maximum limit set to allow for total possible repayments, not an amount that will necessarily be charged to you in full.

Your PayTo Agreement may show a payment amount of $3,300. This is the maximum amount Wagepay could request if you’ve withdrawn the maximum amount we offer, not necessarily your next payment amount or an amount that will be charged to you in full.

For details on your upcoming payments, please see the wage advance section of your app or web portal.

Unlike a Direct Debit, you’ll need to review and approve a PayTo Agreement in your own bank’s online portal or app.

Once you’ve completed your drawdown, head to your internet banking portal or mobile banking app, where you should see a notification asking you to review the PayTo Agreement.

Please note you’ll need to accept the PayTo Agreement within 5 days of it being created. If it isn’t accepted within this time, we’ll continue to use a Direct Debit when your repayment is due.

No. If your PayTo Agreement has expired or isn’t working, a new one can’t be created for that advance. We’ll revert your payments to a Direct Debit instead, so your repayments will still be collected as normal.

If you take out a new advance, we’ll create a new PayTo Agreement for you at that time, provided your bank and our service provider both support PayTo.

Yes. You can pause or cancel a PayTo Agreement in your own bank’s internet banking portal or mobile banking app. Once you’ve found the relevant PayTo Agreement, you should see options to pause or cancel it.

Please be aware that pausing or cancelling only applies to the PayTo Agreement. To use Wagepay’s services, you’ll always need an active payment authority in place, being either a PayTo Agreement or a Direct Debit Request.

To update your Direct Debit account details, follow the instructions below in the app or web portal.

1. Go to the ‘Profile’ tab.

2. Select ‘Payment Details’.

3. Under the ‘Direct Debit Account’ heading, select ‘Change Account Details’.

4. Follow the prompts to add and verify your new details.

Please note that if a Direct Debit is already processing when you update your details, your new account will only be used from the next Direct Debit onwards.

Wagepay charges an establishment fee of up to 5% and interest of 24% per annum on its wage advance product. You can see worked examples of what an advance might cost you using the repayment calculator on our website.

Some customers are offered a reduced establishment fee based on their repayment history, the number of advances they’ve previously repaid, and their overall financial health, as determined by us. If you qualify, we’ll let you know when you apply, and the reduced fee will be applied automatically.

No. We don’t charge a dishonour fee or a missed payment fee.

Please note that your own bank may charge their own fees in the case of Direct Debits, so it’s best to check with them directly.

No. We don’t oncharge any third party payment processing fees, so you won’t be charged extra for the payment method you use to repay. This includes:

• No Direct Debit fees

• No PayTo fees

• No card processing fees

To log into your Wagepay account, follow the instructions below in the app or web portal.

1. From the first screen, select ‘Log In’.

2. Select your preferred login method:

• ‘Email’: enter your email address and password.

• ‘Mobile’: enter your mobile number and the verification code sent to you by SMS.

If you’re using the mobile app, you may also be able to log in using biometric login (such as Face ID or fingerprint) or a passcode.

Please note that if you have multi-factor authentication enabled on your account, you may also be prompted to enter an additional code sent to you by SMS or email.

To update your multi-factor authentication settings, follow the instructions below in the app or web portal.

1. Navigate to the ‘Profile’ section.

2. Select ‘Settings’.

3. Select the ‘Login MFA’ toggle.

Once enabled, you’ll be asked to verify your mobile number or email address each time you log in, depending on which login method you’re using.

We strongly recommend enabling multi-factor authentication to help keep your account secure.

You can access a consolidated statement covering all your wage advance transactions for a given month in the app or web portal. To do this:

1. Go to the ‘Advances’ tab.

2. Scroll down to the ‘Account Statement’ button.

3. Select the time period you’d like a statement for.

To update your contact details, follow the instructions below in the app or web portal.

1. Go to the ‘Profile’ tab.

2. Select ‘Settings’.

3. Select the contact information you’d like to update: ‘Email’, ‘Mobile’, or ‘Address’.

Follow the prompts to add and verify your new details.

You don’t need to update your income yourself. We automatically review your income each time we refresh your advance limit, so it stays up to date based on your recent bank transactions.

You can reset your password from the login screen of the mobile app or web portal. Follow the instructions below.

1. Select ‘Log In’.

2. Select ‘Forgot Password?’.

3. Enter your email address, then select ‘Resend Code’.

4. Enter the verification code, then select ‘Verify’.

5. Follow the prompts to set your new password.

Please be aware you should keep your new password somewhere safe. If you lose it, you’ll need to reset it again.

To update your marketing preferences, follow the instructions below in the app or web portal.

1. Navigate to the ‘Profile’ section.

2. Select ‘Settings’.

3. Select the ‘Receive Marketing Info’ toggle.

You can also opt out directly from any marketing emails or SMS you’ve received, by following the unsubscribe instructions in the message.

Please note that even if you opt out of marketing, you’ll still receive important updates and communications about your account.

To permanently close your account, follow the instructions below in the app or web portal.

1. Navigate to the ‘Profile’ section.

2. Select ‘Settings’.

3. Select ‘Close Account’.

4. Select ‘Yes, Close my Account’.

Please note you won’t be able to close your account while you have an active advance or any outstanding balance. You’ll need to fully repay what you owe before your account can be closed.

Please be aware that closing your account is permanent. We won’t be able to reopen it, and you won’t be able to use our services again, so please only do this if you’re sure. If you have any unredeemed Wagepay points, these will be lost when you close your account, so we’d recommend redeeming them beforehand.

Wagepay For Business is a service that allows your employer to endorse your ongoing employment. Once you have a valid employer endorsement in place, you may be eligible for a discount on the establishment fee for your wage advances.

Your privacy is protected throughout this process. While your employer can endorse your employment, we don’t share your account activity or usage with your employer.

The main benefit of your employer registering for Wagepay For Business is a reduced establishment fee on your wage advances. The establishment fee is normally up to 5%, but while you have a valid employer endorsement in place, you may be eligible to pay a flat 3% instead.

Having an employer endorsement doesn’t guarantee eligibility on its own. You’ll still need to meet our usual eligibility criteria, and all wage advances remain subject to our verification and approval process. If your employer endorsement is no longer valid, your establishment fee returns to the standard amount.

You can send your employer an anonymous invitation to register for Wagepay For Business. To do this, follow the instructions below in the app or web portal.

1. Navigate to the ‘My Employer’ section.

2. Select the button beside the text ‘Enter your employer’s email here and we will send them an invitation email’.

3. Enter your employer’s email address in the box provided, then select the ‘Send an Intro Email’ button.

4. An anonymous invitation email will be sent to your employer.

Please note you can only send this invitation once. Alternatively, you can ask your employer to visit the Wagepay For Business website to register.

Employer endorsement is when your employer confirms your ongoing employment, which may make you eligible to receive Wagepay For Business benefits. In practical terms, it’s simply another way for us to verify your employment, provided directly by your employer.

You’ll still need to meet our usual eligibility criteria to receive a benefit, and all wage advances remain subject to our verification and approval process.

An endorsement code is a unique code that your employer generates and provides to you. This code is what links you to your employer. You’ll need to add it to your Wagepay account to access Wagepay For Business benefits.

The endorsement code is the only link between you and your employer, which keeps the process simple and private.

To add your endorsement code to your account, follow the instructions below in the app or web portal.

1. Navigate to the ‘My Employer’ section.

2. Select the ‘Enter Endorsement Code’ button.

3. Enter your endorsement code in the box provided, then select the ‘Verify Employment’ button.

You can also add an endorsement code when applying for an advance.

Please note that if you enter an incorrect endorsement code several times, you may not be able to try again until the next day.

To check the status of your employer endorsement, navigate to the ‘My Employer’ section of the app or web portal.

While your endorsement is valid, your establishment fee discount is applied automatically each time you draw down an advance. So if you’re not seeing the discount at drawdown, it’s likely your employer endorsement is no longer valid.

No. Your use of Wagepay is private, and we don’t share it with your employer in any way. This means:

• When you apply for a wage advance, we won’t contact or notify your employer.

• We won’t share your wage advance or repayment history with your employer, even if they ask.

• If you miss a repayment, we won’t contact your employer.

Your employer provides you with a unique endorsement code to access Wagepay For Business benefits, and that code is the only link between you and your employer. We’ve designed Wagepay For Business to be as private and confidential as possible.

No. An employer endorsement doesn’t guarantee that you’ll be approved for a wage advance. An endorsement only affects the benefits you receive if you’re approved, such as a reduced establishment fee. Your approval is assessed separately, based on your individual circumstances at the time.

Every wage advance is subject to our verification and approval process, so there may be times when we’re unable to approve an advance.

Yes. Your employer can cancel your endorsement at any time, for example if your employment ends. Your employer should let you know if they do.

If your endorsement is cancelled, you’ll lose any Wagepay For Business benefits, such as your reduced establishment fee, until you enter a new endorsement code.

You can still use the standard features of Wagepay as normal. Cancelling an endorsement only affects your Wagepay For Business benefits, not your ability to apply for a wage advance, which is always assessed separately.

To contact Wagepay, follow the instructions below in the app or web portal.

1. Go to the ‘Profile’ tab.

2. Select ‘Contact Us’.

You can also contact us by email at hello@wagepay.com.au. Please be aware that requests made by email may take a little longer to process, as we’ll need to confirm your identity before we can look into your request.

We’re a fully online service, so we don’t offer phone support. You can reach our customer support team through the ‘Contact Us’ section in the app or web portal, and we’ll be happy to help.

Our customer support team is available Monday to Friday, 8:00am to 4:00pm (AEST). Additional support may also be available on weekends during peak periods, such as around public holidays.

We aim to reply within one business day.