Tenant payments | NAB Portal Pay - NAB
Paying rent via the Payment Portal
A payer can pay rent through the Payment Portal via direct debit or card. You will be able to activate direct debit and card payment options as part of your NAB Portal Pay application.
The Payment Portal can be used for payers to pay by bank account when you have a NAB Direct Debit facility in place. A NAB Gateway facility is required to be in place for tenants 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.
Once a payer registers for the portal, they will be able to create one-off or recurring payments.
If a payer is no longer a client of the agency but has set up their payments through the portal, they will need to cancel their payments.
What are the payment methods for payers?
NAB Portal Pay will accept payments from Australian bank accounts. For card payments, the acceptable card types are currently VISA and Mastercard.
Payment scheduling options include one off, scheduled and recurring payments.
Payment cut off times
For payments via bank account, the cut-off time is 4.30pm AEST/AEDT. 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.
For payments via card (once enabled), the cut-off time will be 10.00pm AEST/AEDT. Payment will be processed and settle to your nominated NAB Settlement account the same business day. Payments after this time or on a non-business day will be processed the following business day.
What reporting is available for Payment Portal payments?
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 | Amount excluding surcharge fee |
Payment method | Payment method selected by payer |
Dishonoured payments
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.
Accepting Card Payments
Below is a list of guides that will be applicable for you when accepting card payments (via NAB Gateway) made in the Payer Portal:
- How to login to NAB Gateway
- How to create users in NAB Gateway
- How to search for a transaction in NAB Gateway
- How to process a refund in NAB Gateway
- RBA surcharging changes
- How to create a custom report
Setting Up Surcharging for card payments
The Reserve Bank of Australia (RBA) has introduced reforms that no longer permit businesses to pass on card acceptance costs to customers through card surcharges. These changes took effect on 1 October 2026.
If your business incurs costs for accepting card payments, you may wish to review your pricing arrangements to determine how these costs will be managed going forward.
Reconciling surcharges
Card surcharges are no longer permitted and can not be applied to payments made through the Payment Portal. These changes took effect on 1 October 2026. As a result, businesses will no longer need to collect, allocate or reconcile surcharge amounts separately from rental payments.
If you are reconciling historical transactions processed before 1 October 2026, you can continue to access surcharge information through NAB Gateway reporting. Any surcharge credits received prior to the removal of surcharging should be reconciled in accordance with your existing processes and Property Management Software requirements.
With surcharging now removed, businesses may wish to review their pricing and payment acceptance arrangements to determine how card acceptance costs will be managed going forward.
Refunds
How to process refunds for card payments
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.
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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