What to do if you see an error message

If you see any of the following error messages during the Receive a Deposit payment process, there are actions you can take.

Error message Recommended action

Connection lost.

Please check your internet connection and try again.

Recommended action

Try again once your device has a stronger internet connection.

Daily banking limit exceeded.

Payment has been declined.

Please try a different bank or contact your bank to increase your limit.

Recommended action

The payer may have a limit on PayTo® payments imposed by their financial institution.

You can adjust the payment amount to be up to the payer’s financial institution limit and trigger multiple transactions of the same limit until you have collected the total deposit amount required.

Alternatively, you can ask the payer if they have an alternative account with a different bank they could use to make the payment or you can collect the deposit through a funds transfer or cheque.

Error with the PayID® verification, please review and try again or use BSB & Account Number to continue.

Recommended action

The PayID entered may be incorrect or not found. Re-confirm the PayID with the payer or enter the payer’s account details.

Insufficient funds.

Payment has been declined.

Try again once you have transferred funds.

Recommended action

The payment amount requested exceeds the amount available in the payer’s account.

Ask the payer to top up their account with sufficient funds and try again.

You may also reduce the deposit amount being taken in this payment, so it is consistent with the available funds your deposit payer has and collect the remainder from another account or use an alternative process such as a funds transfer or bank cheque.

PayID verification currently unavailable. Please try again later or use BSB & Acc number to continue.

Recommended action

The PayID service is currently unavailable.

Try again later or enter the Payer bank details to collect the deposit.

Payment Cancelled.

The PayTo agreement has been cancelled.

Recommended action

The Payer rejected the payment request.

The payment request should be sent through to the payer again so they can try again or you can check with the payer if they want to make the payment from a different bank account.

Payment Failed.

We have been unable to complete your payment.

Recommended action

If the payer has not authorised the payment within 10 minutes, this may be the reason you see this error message. You can send the PayTo agreement to the payer again using the Receive a Deposit service.

If you are seeing this error message instantly, there may be a temporary payment issue with the payer’s financial institution. Ask the payer if they can provide details of a different bank account or try again shortly.

Sold property address could not be found, please re-check your details and try again or enter the address manually.

Recommended action

Re-check the property address entered.

If it is correct, the address entered is not yet listed on Google, or is a new address. You will need to enter the sold property address manually by selecting ‘Enter sold property address manually’.

Something went wrong. Please try again.

Recommended action

There may be a connection or technical issue. Check your internet connection and try again shortly.

If the issue persists, you can contact NAB Portal Pay Support on 13 59 77 with the following details to investigate the error for you:

  • Screenshot of error message
  • Date and time of error
  • Payer’s bank
  • Agreement amount

Something went wrong.

Receive a Deposit has not been setup and, therefore, payments cannot be received through this feature.

Please call us on 13 59 77 to set up Receive a Deposit.

Recommended action

Check with your NAB Connect Admin that an account has been assigned to your Receive a Deposit service in NAB Connect.

Alternatively, call NAB Portal Pay Support on 13 59 77 to troubleshoot the error.

Something went wrong.

There has been an issue with the account setup and, therefore, payments cannot be received through this feature.

Please call us on 13 59 77 to resolve this.

Recommended action

Check with your NAB Connect Admin that your access has been set up correctly in NAB Connect and you only have access to Receive a Deposit for one Statutory Trust Account.

Alternatively, call NAB Portal Pay Support on 13 59 77 to troubleshoot the error.

Something went wrong.

We had a problem loading your details.

Try refreshing the screen.

Recommended action

Error is due to a technical outage. Try again shortly.

There was an issue verifying your PayID, please review or use BSB & Account Number to continue.

Recommended action

The PayID entered may be incorrect or not found. Check the details with the payer or enter the payer’s account details.

This account cannot be found, please try another account number.

Recommended action

Ask the payer to re-confirm their BSB and account number as there may have been an error.

This account cannot be used to pay. Please try another account number.

Recommended action

The account that the payer has supplied cannot make payments out of the account (e.g. Term Deposits) or is not currently eligible to make PayTo payments.

This account has been closed, please try another.

Recommended action

The payer’s advised account is closed. Advise the payer to provide another account for payment.

This account has been temporarily blocked, please try another.

Recommended action

The payment request should be sent through to the payer again so they can try again. If it still doesn’t work, you should request another account for payment from your payer.

We had a problem using the address search, please try again.

If the problem persists, enter the sold property address manually using the link below.

Recommended action

Re-enter the sold property address again.

If the problem persists, enter the sold property address manually by selecting ‘Enter sold property address manually’.

You’ve reached the limit for PayID verification attempts. Please try again later or use BSB & Acc number.

Recommended action

The maximum try for failed PayID attempts has been reached. You will not be able to collect payment for this payer through their PayID for the next 24 hours.

You will need to enter the payer’s bank details.

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