Help Centre

General Zip Info

• What is Zip?
• What is the difference between Zip Money and Zip Pay?
• Who can apply for a Zip account?
• Can I have more than one account with Zip?
• Online Scams
• Identity Fraud and Unauthorised Applications

Zip Rewards

Contact

• Hours of Operation
• Compliments & Complaints

About Zip Money Instalments

• What is Zip Money Instalments?
• Is there a minimum purchase amount?

How do instalments work?

• How do instalments work?
• What are extension fees?
• How are the extension fees calculated?
• Why has my instalment amount and fee changed after my single-use card purchase?
• What happens when an instalment repayment is due?
• What happens if I have a balance owing after the interest free period?

How do I adjust my instalment schedule?

• When is my Zip Money Instalment due?
• How do I set or change my instalment schedule?

How to opt out of instalments?

• Can I switch off instalments?

Missed instalment

• What happens if I miss an instalment?
• How do I pay a missed instalment?
• What if I can’t make my repayments?

Compare your energy & gas bills with Zip

• What is Zip’s bill compare service?
• How do I compare my electricity bills?
• When I switch energy providers, will I lose power as they change over?
• How do I understand different charges on my electricity plan?
• What are energy rebates and concessions?
• What is a solar Feed in Tariff (FIT)?

About Tap to Pay

• How do I activate Tap to Pay on my account?
• How do I get Tap to Pay?
• Is Tap to Pay available for my Zip Money account yet?
• Is there a physical card with Tap to Pay?
• What are the fees for Tap to Pay?

My Account

• How do I manage my notifications?
• Can I make a Tap to Pay purchase if my account is on-hold?
• What happens to my Tap to Pay card if I close my Zip account?

Purchases

• Do I need reception to make a Tap to Pay purchase?
• Where can I use Tap to Pay?
• How do I get a refund for something I purchased with Tap to Pay?
• Can I add my Tap to Pay card to subscription services?
• How do I dispute a Tap to Pay transaction?
• Why is my transaction still pending?

Card Details

• How do I set a pin for my Tap to Pay card?
• How do I lock my Tap to Pay card?

Devices

• What devices can I use to Tap to Pay?
• How do make my Tap to Pay card my primary payment method?
• Why couldn’t I add my Tap to Pay card to my digital wallet?
• How do I remove my Tap to Pay card from my Apple Pay or Google Pay?

Apple Pay

• How do I set up Tap to Pay with Apple Pay?
• How do I use Apple Pay in-store?
• How do I use Apple Pay online?
• How do I use Apple Pay in app?
• Can I use Apple Pay to tap on/off on Opal in NSW?
• My Apple device has been lost or stolen, what do I do?

Google Pay

• How to make Google Pay default on your Samsung device?
• How do I use Google Pay online?
• How do I use Google Pay in-store?
• Can I use Google Pay to tap on/off on Opal in NSW?
• What devices are compatible with Google Pay?
• Where can I use Google Pay?

General

• How can I use my available credit?
• Where can I shop with Zip?
• Is there interest?
• What happens if I make more than one purchase in a month?
• Why is my order showing as pending?
• Can I get a cash advance?

Instore

• How do I shop instore?
• What if my account limit does not cover the cost of the purchase instore?

Online

• How do I shop online with Zip?
• What if my account limit does not cover the cost of the purchase online?
• What if I have not received my order?

Shop Everywhere

• What is the Single-Use Visa card?
• How do I use a Single-use card to shop with Zip?
• Where can I use Zip’s Single-use card?
• Are there fees or interest involved when using a Single-use card?
• Is there a maximum spend when using a Single-use card?
• Where do Single-use card purchases show in my account?

Subscriptions

• How do Zip subscriptions work?
• How do I get started with subscriptions?
• Is there a limit to the number of subscription services I can link to my account?
• Why is my subscription card pending?
• When will my subscription payment run?
• What if my subscription payment fails?

Pay Now

• What is Pay Now?
• Can I shop instore using Pay Now?
• How do I refund a purchase made using Pay Now?
• My account is on hold, can I still use Pay Now?
• What if I have multiple debit cards on file?
• Are there any additional charges when using Pay Now?

Refunds

• How do I get a refund or cancel a purchase?
• What do I do if my order has not been received or is not as described?
• How do I dispute an order?

Gift Cards

• Are gift cards refundable?
• How can I buy gift cards with Zip?
• Can my gift card be used instore and online?
• I can't find my gift card in my emails
• How long is my gift card valid for?
• What if I have an issue with my gift card?

Zip Bills

• Missing a previously saved biller?
• How can I pay bills with Zip?
• Where can I find my biller's BPAY details to pay bills with Zip?
• Why aren't my BPAY details working for a Zip Bill?

Can't make purchase

• Why can't I make a purchase?
• Why is my account locked for use at other retailers?

Blocked Merchants

• Tap to Pay/ Single-use card blocked merchants

Setting your Schedule

• How do I set or change my Zip Pay payment schedule?
• How do Zip Pay repayments work?
• How do Zip Money repayments work?
• How do I set or change my Zip Money payment schedule?
• How do I make an additional payment?
• When is my Zip Pay repayment due?

Allocations and Refunds

• How are my repayments allocated when I'm paying off multiple purchases?
• My account is in credit, how do I get a refund?

Fees, Charges and Assistance

• Zip Pay account fee increase
• What are the fees associated with Zip Pay?
• What are the fees associated with Zip Money?
• Having trouble making monthly payments?
• What happens if I miss a payment or don't pay back on time?

General

• Adding a payment method to your account
• How do I remove a card from my account?

Credit Cards

• Why can't I add my credit card?
• How do I add a credit card to my account?

Bpay

• BPAY Repayments

Bank Details

• Why can't I add my bank account?
• How do I add a bank account to my account?

Debit Cards

• Why can't I add my debit card?
• How do I add a debit card to my account?

Update Details

• How do I update my personal details?

Accessing My Account

• Accessing my account via a new device/browser but my mobile number has changed
• Accessing my account via a new device or internet browser
• How do I reset my password?
• How to unblock third-party cookies.
• Why is my account on hold?

Your Statements

• What is my payout figure for my Zip account?
• Understanding your monthly Zip Statement

Credit Limits

• How do I increase my Zip Money credit limit?
• How do I decrease my account credit limit?
• Can I increase my Zip Pay credit limit?
• What if my Zip Money was approved for less than I applied for?

Closing My Account

• How do I close my account?

Account Security

• Security Centre - Learn more about protecting yourself online
• What if my account has been compromised?

Registering My account

• How do I apply for Zip?
• How do I activate my Zip account?
• Can I make a joint application for a Zip account?
• Can I apply for a Zip account if I have a bad credit history?
• Will you run a credit check as part of my application?
• Why didn't I get a higher credit limit?

Banking

• Access to your Online Banking (For Zip Pay)
• Access to your Online Banking (For Zip Money)
• Why do you need my bank statements?
• How is my personal data kept secure if I connect to my online banking?
• Why have I been charged when signing up and adding a new card?

Unsuccessful Applications

• Why was my application declined/unsuccessful?
• Can I reapply if my application was unsuccessful?
• Deleting Details
• Why has my application been cancelled/reviewed?

My Customers

• What are the different Zip accounts for my customers?
• What are the fees to our customers?
• How do my customers apply?
• How does it work for customers?

Rebrand

• What do I need to do online to support the rebrand?
• What do I need to do in-store to support the rebrand?
• How will the rebrand impact my business?

Marketing

• How do I set up my store tile?
• How can customers find me?
• How do I order instore POS material?

Campaigns

• How do I join a campaign?
• Campaign eligibility requirements
• I have submitted an offer for a campaign, but I want to change it.
• Can I submit one offer for multiple brands?
• Can I submit more than one offer for the same campaign?
• How can I promote the sale event to my customers?

Orders

• What does the 'Customer Status' mean?
• How can I change the interest-free period on a customer's order?
• How do interest-free periods work?
• How does Tap to Pay work as a business?
• How do I place orders above $5,000.00?
• How do I create a remote order?

Dashboard

• The Zip Merchant Dashboard
• Why can't I log into the dashboard?
• How do I add users?
• How do I access my integration details?
• How do I get notified about my orders and customers?

Dashboard navigation

• Completing an Authorised Order
• Customer Search Navigation
• Order Search Navigation
• Placing a Remote Order
• Placing an Instore Order
• Refunding an Order

Application

• Why should I offer Zip?
• How do I know if my business is eligible?
• How do I sign up as a merchant?
• What do I need to have ready before I apply?
• What costs are involved for offering Zip?
• Why do I have to accept the 'Direct Debit Request'?

Updating Business Details

• What is the process for a change of ownership?
• How do I update my merchant settlement bank details?
• How do I add another branch to my business?

Disbursements

• When will I receive payment?
• How do refunds affect disbursements?
• How do I create custom reports?
• What is a security pool?
• When can I get my security pool funds back?

General Account Information

• What is happening to Zip Biz?
• What happens if I have already started a Zip Biz application?
• What happens to my current Zip Biz account?
• What is Zip Biz?
• How do I access my Zip Biz account on the web?
• What are the fees and charges for Zip Biz?

Repayments

• How do Zip Biz repayments work?
• What is Part Pay, and how do I enable it?
• When is my Zip Biz payment usually due?
• Can you explain the term "up to 60 days with no fees" in more detail?
• What happens if I miss a payment or do not pay back on time?
• Can I use a credit card to repay my owing Zip Biz balance?

Statements and Invoices

• Your Zip Biz statement explained

What is Zip Business Capital?

• What is Zip Business Capital?
• How is Zip Business Capital different from other lenders?
• What business loan product is available from Zip Business Capital?
• What is a line of credit?
• How much can I borrow?
• How can I use a line of credit from Zip Business Capital in my business?

Getting started with Zip Business Capital

• Who can apply for Zip Business Capital?
• How do I apply for a Zip Business Capital line of credit?
• Do you take my credit score into consideration?
• Will you check whether I have previously defaulted on a loan?
• What do I need to apply?
• What does it cost to apply for a Zip Business Capital loan?

Managing your Zip Business Capital account

• How do I access my Zip Business Capital account?
• Once approved for Zip Business Capital how long before I have the funds?
• How often can I draw funds down from my Zip Business Capital credit line?
• Where can my Zip Business Capital loan be deposited?
• Where can I get a statement or see transaction history for my account?
• If I’m approved for Zip Business Capital but don’t draw down on the available credit, are there any costs?

Repaying your Zip Business Capital account

• How do Zip Business Capital repayments work?
• How are my repayments calculated?
• What happens if I miss a repayment?
• If I repay a loan early will I be penalised or charged extra?
• Will I have different payment days if I have more than one loan?

Your Privacy

• How does Zip Business Capital use my data?
• Is my personal and business information safe with Zip Business Capital?

Getting started with Zip Business Trade Plus

• Who can apply for Zip Business Trade Plus?
• What is the application process for a Zip Business Trade Plus account?
• Why do you need my banking information?
• How is my personal data kept secure if I connect to my online banking?
• Do you store my bank login information on your servers?
• Can Zip use my login information to access my bank accounts and make transactions?

About your Zip Business Trade Plus account

• What is Zip Business Trade Plus?
• How do I access my Zip Business Trade Plus account on the web?
• What are the fees and charges for Zip Business Trade Plus?
• How do I make an in-store purchase with my Zip Business Trade Plus account?
• How do I increase my Zip Business Trade Plus credit limit?

Tap to pay with Zip Business Trade Plus

• What is Tap to pay with Zip Business?
• Setting up a pin
• Is there a transaction limit?
• How do I lock my Tap to pay card?
• Is Tap to pay available on all Zip Business accounts?
• Can I make a Tap to pay purchase if my account is on-hold?

Shop online with a Zip Business Trade Plus Single-use card

• What is the Single-Use Visa card?
• Are Single-use cards available on all Zip Business accounts?
• Where can I use a Single-use card?
• Is there a transaction limit when using the Single-use card?
• How do I shop using the Single-use card?
• What are the fees for Single-use cards?

Repaying your Zip Business Trade Plus account

• How do Zip Business Trade Plus repayments work?
• When is my Zip Business Trade Plus payment usually due?
• Can you explain the term "up to 60 days with no fees" in more detail?
• What happens if I miss a payment or do not pay back on time?
• Can I use a credit card to repay my owing Zip Business Trade Plus balance?

Statements and Invoicing for Zip Business Trade Plus

• Your Zip Business Trade Plus statement explained
• How can I pay invoices with Zip?

Getting Started with Zip Business Trade

• Who can apply for Zip Business Trade?
• What is the application process for a Zip Business Trade account?
• Can I have more than one Zip Business Trade account?
• Can I reapply if my Zip Business Trade application was unsuccessful?

About your Zip Business Trade Account

• Zip Trade account fee increase
• How do I increase my Zip Business Trade credit limit?
• How do I make an in-store purchase with my Zip Business Trade account?
• What are the fees and charges for Zip Business Trade?
• What is Zip Business Trade?
• How do I access my Zip Business Trade account on the web?

Repaying your Zip Business Trade Account

• Can I use a credit card to repay my owing Zip Business Trade balance?
• What happens if I miss a payment or do not pay back on time?
• Can you explain the term "up to 60 days with no fees" in more detail?
• When is my Zip Business Trade payment usually due?
• How do Zip Business Trade repayments work?

Statements and Invoicing for Zip Business Trade

• How can I pay invoices with Zip?
• Your Zip Business Trade statement explained