NAB Connect FAQs

Applying for NAB Connect

1. Which application form should I complete?

The 'Short' application form is suitable for most small businesses, particularly those with only a few users and accounts, who do not require access to Third Party accounts (i.e. accounts with a different ABN to the business you register for NAB Connect). Default selections will be enabled, which can be changed at any time via an Additions/Amendments Request Form once the customer starts using NAB Connect.

If you need more information, our Comparison Chart will help you select which form is right for you, based on the different services and level of control you need.

To apply for NAB Connect, visit our application page

2. Why do I need Adobe Reader 8.1.2 or later to complete my application?

In order to complete your NAB Connect application, you'll need Adobe Reader 8.1.2 or a later version. If you have an earlier version the form may not open properly.

You can download the latest version of Adobe Reader at no charge.

3. What happens if I need help completing the 'Short' NAB Connect application form?

We recommend that you download and read our Short application form completion guide. This will explain in detail what information we need from you. If you have any questions that are not covered in this guide, please contact our NAB Connect Client Centre on 1300 888 413, or your NAB Business Banker.

4. What happens if I need help completing the 'Comprehensive' NAB Connect application form?

Please contact our NAB Connect Client Centre on 1300 888 413, or your NAB Business Banker.

5. How long will my application take to process?

If we need to clarify any information provided in your application, a member of our team will be in contact with you. Otherwise, within two weeks of NAB receiving your application:

  • Each User will receive their security token PIN via email; and
  • A NAB Connect welcome pack, which includes security tokens and a Getting Started Guide for each User, will be sent in the mail to your Security Officer.

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Payments

1. Why do I need to set an overall daily limit on the value of payments I can submit?

NAB Connect provides you with the flexibility to establish an overall daily payment limit that suits your business and risk profile. This limit helps you to control your cash flow and reduce your exposure to fraud.

The overall daily limit you set should be the maximum value of payments that you are comfortable with your business making on a daily basis. You can edit this limit at any time via NAB Connect.

Please note: The Authorising User you have nominated in your application form to manage payment limits will be prompted to set an overall daily limit (across all payment services) the first time they login to NAB Connect. They'll need to set this limit before your business can begin creating payments.

2. How do I set an overall daily payment limit?

Please note: this section is only relevant to the Authorising User your business has nominated to manage payment limits.

To create an overall daily payment limit, simply follow the steps below:

  1. The first time you login, click NAB Connect Continue Button from the 'Welcome to NAB Connect' page.
  2. On the 'Customer processing limits' page, select the radio button next to 'Overall' in the limit list section, and click NAB Connect Edit Button
  3. Enter your required value in the Daily limit amount (AUD) field (including cents) and click NAB Connect Save Button to retain this limit.

In addition to an overall daily limit, you also have the option of setting daily limits for each payment type (eg. BPAY) by following the steps below:

  1. Select a payment type from the Limit type drop-down box.
  2. Enter a value in the Daily limit amount (AUD) field (including cents).
  3. Click Add Limit to List to activate this limit.

Repeat this process for each payment type as required. Note: please ensure that the total value of your payment limits is less than, or equal to, your overall daily limit. Once you have set your limits, select the Home link in the top left-hand corner.

You can edit or delete limits at any time as long as you retain an overall daily limit. To do so, select the Customer processing limit link from the 'Payments & transfers' column on the NAB Connect homepage.

3. What happens if I exceed the daily limit I have established?

If your daily limit is exceeded, you will need to undertake a two-step process:

  1. An Authorising User will need to approve this breach. This will be an Authorising User nominated in your application form to approve breaches to your daily limits.
  2. The payment will then need to be authorised.

4. How do I repair a payment?

To repair a payment:

  1. Select Items awaiting action from the 'Payments & transfers' column on the NAB Connect homepage.
  2. Click the repair link under Payments requiring your action.
  3. Select the Payment ID to view the payment.
  4. Select the History tab to view the reason for repair and then click NAB Connect Edit Button
  5. Your payment details are displayed. Click the corresponding radio button in the transactions list and select NAB Connect Edit Button
  6. Edit payment details and click Update transaction
  7. Repeat Steps 5 and 6 for each payment requiring repair.
  8. Click Submit payment Your payment is now ready to authorise.

5. How do I create a domestic payment?

Please read our guide to creating a domestic payment. This guide provides step-by-step instructions on how to create a domestic payment via NAB Connect.

6. How do I create a BPAY payment?

Please read our guide to creating a BPAY payment. This guide provides step-by-step instructions on how to create a BPAY payment via NAB Connect.

7. How do I create a payroll payment?

Please read our guide to creating a payroll payment. This guide provides step-by-step instructions on how to create a payroll payment via NAB Connect.

8. How do I upload a payables file conforming to APCA standards from an accounting or payroll system?

Please read our guide to uploading a payables file. This guide provides step-by-step instructions on how to upload a payments file via NAB Connect. Further information relating to APCA file standard (including an example file) can be found here: APCA Standard.

9. How do I create an international payment?

Please read our guide to creating an international payment. This guide provides step-by-step instructions on how to create an international payment via NAB Connect.

10. How do I create a direct debit payment?

Please read our guide to creating a direct debit payment. This guide provides step-by-step instructions on how to create an international payment via NAB Connect.

11. How do I authorise a payment?

Only Authorising Users can authorise payments. Please read our guide to authorising a payment. This guide provides step-by-step instructions on how to authorise .payment via NAB Connect.

Please note: You need to authorise each payment before the cut-off time (what are cut-off times?) on the day you nominate for it to be processed. All of the Authorising Users needed to authorise a particular payment must do so before this cut-off time, or the payment status changes to 'Requires repair' on the Items Awaiting Action page. If this happens you will need to manually change the date of the payment to the next business day and begin the authorisation process again.

12. Can I authorise multiple payments at once?

Yes, you can authorise up to 20 payments simultaneously using your security token. Please note: International payments and individual payments that exceed the $500,000 transaction signing threshold will need to be authorised individually.

13. Can I schedule payments to be processed at a future date?

Yes. Domestic and BPAY payments can be future dated up to 90 days in advance. You can also nominate a future business day for international payments to be processed using 'Bank to Convert' rate (up to three days in advance). International payments created using 'Real Time Rate' cannot be future dated.

14. Are there limits on the value of international payments that I can submit?

When creating international payments using 'Real Time Rate', an AUD10,000.00 limit applies to all currencies, with the exception of the following:

  • Canadian Dollars
  • Danish Kroner
  • Euro
  • Hong Kong Dollars
  • Japanese Yen
  • Norwegian Kroner
  • Singapore Dollar
  • Swedish Kroner
  • Swiss Francs
  • UK Pound Sterling
  • US Dollar

The above currencies are subject to an AUD100,000.00 limit when using 'Real Time Rate'.

15. Why do I receive an error message when selecting a payment type from the NAB Connect homepage?

Your Access Profile may not allow you to create payments, or may restrict you from creating a specific type of payment. In the first instance, contact your company's NAB Connect Security Officer for clarification on what services you can access.

Alternatively, contact our NAB Connect Client Centre on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT) Saturday

16. Can I create multiple one-to-one domestic payments within the same file so that separate dollar amounts appear on my statement?

No, you will need to create and authorise payments individually.

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Payment processing and cut-off times

1. What are the cut-off times for domestic and BPAY payments?

Payments must be submitted and authorised by the following times on a business day:

  • 5:00pm (Melbourne time) for overnight domestic payments
  • 3:20pm (Melbourne time) for urgent domestic payments (to be processed within the day)
  • 6:30pm (Melbourne time) for BPAY payments

2. When will a Biller receive my BPAY payment?

Your payment will be received by the Biller on the day you nominate the payment to be processed on NAB Connect, if it is authorised before the cut-off time.

3. Can I create a domestic or BPAY payment after the cut-off time?

Yes, if you are happy for it to be processed on a later day. You will simply need to nominate a future business day for the payment to be processed (up to 90 days in advance).

4. Can I create an international payment after the cut-off time?

Yes, you can create an international payment after the cut-off time if you are happy for it to be processed on a later day. You will simply need to nominate a future business day for the payment to be processed (up to 3 days in advance). Please note: International payments using 'Real Time Rate' cannot be created after the cut-off time.

5. What are the cut-off times for international payments?

Please refer to the table below for foreign currency cut-off times:

Currency Melbourne time
Australian Dollars 4:30pm
Bahraini Dinars 2:00 pm
Canadian Dollars 4:00 pm
CFP Francs 9:30 am
Danish Kroner 2:00 pm
Euro 4:00 pm
Fijian Dollars 9:30 am
Hong Kong Dollars 11:30 am
Indian Rupees 11:00 am
Japanese Yen 10:30 am
Kenyan Shillings 2:00 pm
Kuwaiti Dinars 11:30 am
Norwegian Kroner 2:00 pm
New Zealand Dollars 11:30 am
Papua New Guinea Kina 9:30 am
Philippine Pesos 11:30 am
Saudi Arabian Riyals 2:00 pm
Singapore Dollars 10:30 am
Solomon Islands Dollars 11:30 am
South African Rand 2:00 pm
Sri Lankan Rupees 11:30 am
Swedish Kronor 2:00 pm
Swiss Francs 4:00 pm
Thai Bahts 10:30 am
United Arab Emirates Dirhams 4:00 pm
United Kingdom Pound Sterling 4:00 pm
United States Dollars 4:30 pm
Western Samoa Tala 9:30 am

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Accessing NAB Connect

1. How do I access NAB Connect?

You can access NAB Connect from an internet connected computer anywhere, anytime from the login menu on the NAB homepage. Simply select NAB Connect from the drop-down menu, click NAB Connect Login Button and enter your User ID and password.

2. What happens if my User ID is locked?

Please contact our NAB Connect Client Centre on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT), Saturday

3. What happens if I lose or damage my token and require a replacement?

If you lose or damage your token, please inform our NAB Connect Client Centre immediately on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT), Saturday

4. Why do I receive a message stating that NAB Connect is currently unavailable when I try to log in?

NAB Connect may be unavailable for brief periods due to scheduled maintenance. You will be notified of scheduled outages in advance via the Message centre on the NAB Connect platform.

5. I have just tried to log in to NAB Connect. Why am I getting a message saying I am already logged on?

You will receive this message if you did not previously log out of NAB Connect using the NAB Connect Logout Button function, or if you were timed out (after 30 minutes of inactivity). Simply click NAB Connect Continue Button and the NAB Connect homepage will display.

For security reasons, you should always log out of NAB Connect using the NAB Connect Logout Button function in the top right-hand corner of your screen.

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Account reporting

1. What file formats are compatible with NAB Connect?

NAB Connect supports a variety of file formats for you to choose from. You can export files in the following formats:

  • CSV format for use with Microsoft® Excel and Lotus® 1-2-3 spreadsheets;
  • QIF version 6 for use in Quicken® (version 6 or earlier); and
  • >QIF version 7+ for use in Quicken® (version 7 or later), Microsoft® Money and MYOB® (version 2002 or later).

2. How soon can I view images of vouchers online?

Images for items exchanged on a business day (excluding public holidays) will be available to view on NAB Connect from approximately 7:00am on the next business day, or 8:00am on a Saturday.

3. When will my Transaction History and Account Balance Summary be updated?

Your transaction history and account balance summaries for all domestic AUD accounts are updated regularly. Please note that information displayed for NAB Foreign Currency Accounts is updated end of preceding business day for balances and transactions. Please remember that this information is provisional and must be compared with your account statement.

4. Can I place a Stop Cheque request at any time?

The Stop Cheque service is available between 7:30am-11:30pm (Melbourne time) on a business day. You will not be able to place a stop request outside of these hours.

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User types

1. What is the difference between a General and Authorising User when using the payments service?

NAB Connect has two main types of users:

General Users are primarily responsible for creating and submitting payments.

Authorising Users are primarily responsible for the following:

  • Authorising payments;
  • Setting daily payment limits (if nominated to do so); and
  • Approving any breaches to the daily payment limits (if nominated to do so).

2. What is the role of the Security Officer?

The Security Officer is responsible for:

  • Approving requests to create, delete or suspend General Users and Authorising Users;
  • Approving requests to change to the Access Profiles of General Users and Authorising Users; and
  • Receiving the NAB Connect welcome pack which includes security tokens and a Getting Started Guide for each User.

Please note: the creation and removal of all users is subject to final approval by NAB.

3. Why does an Authorising User need to be 100 point identified by NAB?

Prior to registering an Authorising User, NAB is required by law to ensure that they have been 100 point identified.

4. How do I know if my nominated Authorising User has been 100 point identified by NAB?

Your Business Banking Manager will be able to confirm whether a nominated Authorising User has been 100 point identified by NAB. As a general rule, any person who has a personal NAB account or credit card has been 100 point identified, however you should always confirm this with your Business Banking Manager.

5. What if I submit an Additions/Amendments Request Form prior to an Authorising User being 100 point identified by the NAB?

You will be sent a form for the Authorising User to complete and return to a NAB branch or your Business Banking Manager with any of the following forms of identification:

  • Birth certificate
  • Citizenship certificate
  • International travel document (e.g. passport)
  • Driver's licence
  • Identification issued by a Government organisation

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Fees and charges

1. What are the fees and charges for NAB Connect?

Please review our Fees and Charges Schedule

2. Who can I contact if I have questions about my NAB Connect tax invoice?

We recommend that you download our guide on how to read your tax invoice. This guide explains what each item on the invoice is for, and how your total amount is calculated.

If you have any questions about your tax invoice that are not covered in this guide, please call our NAB Connect Client Centre on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT), Saturday.

3. When will my account be debited?

Your nominated billing account will be debited in the subsequent month. For example, fees and charges incurred during September will be debited from your account in October.

4. Will I receive a tax invoice?

Yes, at the time your account is debited, the Authorising User(s) that you have nominated to view the tax invoice in your application form, will be able to do so via the 'Reports' section on the NAB Connect homepage once they log in.

The tax invoice is a PDF file that you can print and which is also retained in NAB Connect. We do not send you a separate paper tax invoice.

5. If I have NAB Connect and National Online, will I be charged for both services?

Yes, however you can avoid this by sending a request (on your company's letterhead) to cancel your National Online service. This request should include your National Online Site ID, and be signed by the authorised signatories. Cancellation requests can be faxed to National Online Support on (03) 9886 2984.

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Help and administration

1. Will training be provided to help me get set-up and using NAB Connect?

NAB Connect has been designed with ease-of-use as a priority.

Once your application has been processed, each user will receive a Welcome Pack which contains information you need to begin using NAB Connect. For your convenience, our comprehensive online help also provides step-by-step instructions for all services.

2. Will I receive ongoing support?

Yes. Should you have any questions, or experience any problems, you can contact the NAB Connect Client Centre on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT) Saturday.

3. Can I contact the NAB Connect Client Centre from overseas?

Yes. If you are calling from outside of Australia, simply phone +61 3 9277 9930

4. Why am I asked security questions when I contact the NAB Connect Client Centre?

When you contact our NAB Connect Client Centre requesting assistance, you will be asked a series of questions in order for us to confirm your identity. This is one of our security measures to help ensure your financial information is protected.

5. How do I amend my NAB Connect details?

  1. To change your preferred account names, select the Modify account preferred name link in the 'Administration' column on the NAB Connect homepage and follow the onscreen instructions.
  2. For all other changes (e.g. access to services and accounts, payment authorisation rules, and user details), click on the Forms & information link in the 'Self-service tools' section to download the relevant Additions/Amendments Request Form. Once completed, please return your signed form to:

    National Australia Bank Limited
    NAB Connect
    Reply Paid 87274
    Knox City Centre VIC 3152

Alternatively, if you have agreed to send Additions/Amendments Request Forms via fax, please return your form to 1300 886 038

6. How do I notify you if I experience issues using NAB Connect?

In the first instance, please contact our NAB Connect Client Centre immediately on 1300 888 413 between 7.30am-8.00pm (AEST/AEDT), Monday to Friday and 9.00am-2.00pm (AEST/AEDT) Saturday. Find out more on our procedure for complaint investigation and resolution.

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More information