Can I make a manual payment on my account?

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If your account has an overdue balance, there are a few easy ways to make a manual payment using the payment method saved on your account.

💻 Self-care portal

Log in to the self-care portal using your account number (also known as your MATE code) and password. Don’t know your password? Recover it here.

Once you’re logged in, click Make Payment. The amount owing will be pre-populated, so check the amount and click Pay to process the payment using the payment method saved on your account.

📱 myMATE app

In the myMATE app, tap Billing and Payments, then Make Payment. Enter the amount you’d like to pay and tap Make Payment to process the payment using the payment method saved on your account.

📞 Over the phone

Call us on 13 14 13 and follow the prompts. You can make a full or partial payment using the payment method saved on your account.

💡 Tip: If you’d like to make a one-off payment using a different card, just follow the prompts to enter the new card details.

⚠️ Heads up: If you pay by direct debit from a bank account, changing your saved payment method to a card is permanent. You won’t be able to switch back. Get in touch if you’re not sure what you’re on.

🔁 What happens if my regular payment fails?

If a payment doesn’t go through, our system will automatically retry after 3 days, and again 3 days later if it’s still unpaid.

💡 Note: Each failed payment attempt may incur a small dishonour fee. It’s $0.70 for a failed card payment and $1.00 for a failed bank account payment.

❓ Spotted something off?

If you think there’s been an incorrect charge, contact our billing team at [email protected] and we’ll take a look.

💡 Tip: All our payment methods are surcharge-free.

ℹ️ More information: For all accepted payment methods, see what are your payment methods, or how the bill cycle works for when you’re billed.

💬 Need help? Not sure how to clear an overdue balance, or want a hand making a payment? Our Aussie-based support team is happy to help. Get in touch with us here.

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