Property manager information | NAB Portal Pay - NAB
New payers
If you’re a property manager, you’ll need to advise new payers who sign up with your agency about the Payment Portal. You can follow these instructions.
- Create a Payer Reference Number (PRN) for your payer in NAB Connect.
- Allocate the PRN to your payer’s profile in your property management software.
- Provide your payer with their PRN, NAB Portal Pay Payer Fact Sheet and Direct Debit Service agreement (DDR-SA)*.
New payers will be able to register for the Payment Portal and schedule one-off or recurring payments. When reconciling your NAB Settlement account, you’ll see each payment individually on your account statement and the Enhanced Statement File.
The Enhanced Statement File can be uploaded to your property management software the same way as your banking file.
Existing payers
To advise your existing payers of the Payment Portal, you can follow these instructions.
- If you have existing reference numbers or bank identifiers, you may upload and register them with NAB as PRNs. Existing reference numbers or bank identifiers must satisfy NAB’s PRN rules to successfully be uploaded (for example, by using numbers only). Contact NAB Portal Pay Support for criteria and uploading reference numbers. You will be provided with a list of reference numbers that were uploaded successfully.
- Where the existing reference number is successfully registered as a PRN, you will simply need to provide your payer with their PRN, NAB Portal Pay Payer Fact Sheet and Direct Debit Service agreement (DDR-SA)*.
- Where the existing reference number or bank identifier is unable to be uploaded and registered as a PRN, you can follow the instructions for a new payer.
Existing payers will be able to register for the Payment Portal and make their payments. When completing reconciliation, you will see each payment individually on the nominated NAB Settlement account statement and the Enhanced Statement File.
The Enhanced Statement File can be uploaded to your property management software the same way as your banking file.
*Please note: The Direct Debit Service Agreement (DDR-SA) is an important document that must be provided to payers when accepting payment by bank account (via direct debit). It outlines the terms and conditions of the direct debit request. It must be provided to payers when you offer this payment method.
Frequently asked questions
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To assist you with managing and viewing payer payments set up in the Payment Portal you can download a report that will show you insights, including if the Payer Reference Number (PRN) has been registered and if there are payments that have been scheduled.
To download the report, follow How to download a PRN file in NAB Connect.
The report includes the following fields
Field name What this field means Date PRN created Date PRN was created in NAB Connect PRN Payer Reference Number Account Account PRN is linked to PRN registered via Portal? Y/N if the PRN has been registered via Payment Portal Portal Pay Profile active? Y/N if the profile is active Registration Date Date PRN was registered Profile closed date If profile is closed, date profile was closed User First Name User First Name User Middle Name User Middle Name User Last Name User Last Name Active Scheduled Payments (Future) If the payer has set up future payments in the portal Number of active remaining scheduled payments How many active scheduled payments are remaining Frequency Frequency of scheduled payments set up Scheduled Start Date Date when payment was first scheduled to be paid Next scheduled payment date Next scheduled payment date Scheduled End Date Date when payments will end Scheduled Amount Payment Amount Payment method Payment method selected by payer -
A NAB Direct Debit facility with a direct debit limit is required to be in place to accept payments by bank account from your tenants.
Eligible bank accounts
For payments by bank account the Payment Portal will only accept Australian bank accounts.
Payment cut off times
For payments via bank account, the cut-off time is 4.30pm Melbourne time. Payment will be sent to the payer’s financial institution for processing on that business day. Payments after this time or on a non-business day will be processed the following business day.
Payments by bank account can take up to three business days to process and will be received into your nominated NAB Settlement account.
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Dishonoured payments processed through the Payment Portal will show up in the account that has been set up as the direct debit returns account as per your NAB Portal Pay application form.
You'll need to access the direct debit returns file through NAB Connect to view details of the dishonoured payment.
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If you offer your payers to pay through a bank account (Direct Debit), you need to ensure you supply each of them with a copy of the Direct Debit Service Agreement (DDR-SA). The DDR-SA is an important document, it outlines the terms and conditions of the direct debit request.
This document is available in the NAB Portal Pay welcome email or can be requested from NAB Portal Pay Support. If a copy of this document is not provided to your tenants, you may be liable for any losses from disputes or claims.
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A NAB Gateway facility is required to be in place for payers to have the ability to pay in the portal by card. Please note this NAB Gateway facility is customised to only accept card payments via NAB Portal Pay. If you require additional functionality please speak to your Transactional Banking Specialist.
Eligible card types:
Eligible card types are VISA and Mastercard, debit or credit.
Payment cut off times:
For payments via card the cut-off time is 10.00pm Melbourne time. Payment will be processed and settle to your NAB Settlement account the same business day. Payments after this time or on a non-business day will be processed the following business day.
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Below is a list of guides that will be applicable for you when accepting card payments (via NAB Gateway) made in the Payer Portal:
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You can void a transaction or submit a reversal for a transaction on the same day it was received up until 10.00pm (AEST/AEDT). After that time, you can issue a refund by following How to process a refund in NAB Gateway.
When you process a card refund or void a transaction through NAB Gateway status on the refund/void transaction will not show up for your payer in the Payment Portal. The status of their payment will remain as ‘paid’ in their payment history.
Card payment refunds (partial or full) are available within 120 days from the original payment date. If a partial refund is required, another refund can be processed up to original total payment amount within 120 days.
Any refunds that you process will be processed from your settlement account linked to Portal Pay. Please note, if you are a registered Real Estate Agent before you issue a refund to a payer, you should check your Statutory Trust Account to ensure that their funds have not already been transferred out as this could result in you returning funds that do not belong to them.
To identify the transaction to refund, select the transaction, scroll down to Merchant Defined Data the Payer PRN will show up in the ‘Merchant Defined Data 3’ field.
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Direct Debit payments cannot be reversed or refunded directly once they have been completed. If you need to provide a refund to the tenant you will need to do this as a funds transfer via NAB Connect.
For information on refunds for card payments refer to ‘How to process refunds for card payments’.
Please note, if you are a registered Real Estate Agent before you issue a refund to a payer, you should check your Statutory Trust Account to ensure that their funds have not already been transferred out as this could result in you returning funds that do not belong to them.
Related guides
See some of our other guides to help you get the most out of NAB Portal Pay.
Payment Portal information
Find out how the payer registration process works for NAB Portal Pay.
Payer registration
Find out how the payer registration process works for NAB Portal Pay.
Payer payments
Learn how payment processing, cut-off times, notifications and scheduling works in NAB Portal Pay.
Call NAB Portal Pay Support
You can call us during the following hours:
- Monday to Friday 9am to 5pm AEST
- Saturday 10am to 3pm AEST
Email NAB Portal Pay
You can reach out to us via email and we will respond as soon as possible.
Speak to your banker
Find out how NAB Portal Pay can help your real estate business.
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