If you’ve missed two direct debit payments in a 12-month period, your direct debit will be cancelled. You will need to pay your bill another way or get in touch if you’re worried about paying your bill.  

If your bill due date falls on a weekend or public holiday, we debit your account the next working day.

If your bill due date falls on a weekend or public holiday, we’ll take payment from your account on the next working day.  

If you have a balance of less than $1 on your bill due date, we won’t take a payment. The next payment will come out of your account as normal next month. 

Your direct debit amount might be different because:  

• your account is in credit
• there’s an outstanding amount due  
• you’ve made an extra payment 

To delay or cancel a direct debit, we’ll need at least two working days’ notice before your payment is due to go out.

You can cancel your direct debit by signing into My Account.

To delay a direct debit, message us on either Facebook Messenger or WhatsApp as we’ll respond as soon as we can.  

To update the bank account you want to use for direct debit, sign in to My Account.  

Go to the main menu, then 

> Pay bill
> Bank account
> Remove
> Add new account

Direct debits take 10 days to activate due to security and banking processes. Please make sure you factor this in when changing your bank account as it may affect your bill payment.

We’ll send you an email or a letter (depending on your communication preferences) to confirm that your direct debit is set up.

If you miss a payment as a one-off, don’t worry. We’ll either email you or send a letter, to let you know that you’ll still need to pay your bill. You can either pay another way or we’ll try to take payment again 14 days later.  

If your direct debit fails a second time within 12 months, your direct debit will be cancelled, and you’ll need to wait 12 months before you can set it up again. We’ll email you or send a letter to let you know that you’ll have to pay your bills another way from now on.  

You can pay your bill before your direct debit is due to be taken from your account. You’ll need to do this at least two working days before it is due to go out of your account. Make sure you keep in mind any processing times for any extra payments. If you still owe anything after you’ve made an extra payment, it will be taken out as direct debit as usual.   

If you set up a direct debit on your card, there is a $1 pre-authorisation "ping".  This is not a real transaction and usually disappears overnight. It’s a test that checks your card number to make sure it is correct. This happens anytime you set up a direct debit on a card.  

Sure, just let us know that you’d like to keep your existing payment method. We’ll then transfer your direct debit or SmoothPay to your new address when changing you over.  

Your SmoothPay payment amounts might change depending on your current balance how much energy you use at your new address. More about moving home.