The questions senders ask most often, and where to look first when something does not behave as expected.
Getting set up
How do I know my account is ready to use?
When your Payreq onboarding contact confirms that your document configuration is complete, test files have been processed successfully, your branding and authentication rules are in place, and your users have access. See Getting started: Payreq Delivery for billers and mailers.
What do I need to provide to get started?
A sample of the documents you plan to send, your logo, your public contact details, your preferred wording for authentication and payment prompts, and a list of the staff who need console access. Your onboarding contact sends a checklist.
How do I activate BPAY View on a new biller code?
BPAY View activation involves your bank as well as Payreq. Your Payreq account manager will confirm the forms, bank checks and reference fields required for your Biller Code. The requirements can depend on the implementation, so do not rely on an inherited checklist or an undefined reference-number term.
Can I manage my own account after setup?
Yes. After go-live you manage day-to-day delivery through the console: uploading documents, tracking delivery, reviewing Subscriptions, managing users, and updating branding and message text. See Accessing and navigating your Payreq Delivery account.
Contacts and Subscriptions
Can Payreq update Contacts for us automatically?
Contacts can be updated as part of your regular file upload, which is how most senders and mailhouses do it, or through the API. They can also be updated individually in the console. See Updating Contacts via SFTP, Updating Contacts via API and Updating Contacts in the Payreq console.
What happens if a document does not match a Subscription?
It depends on the load type and upload method. In a controlled Standard console upload, Payreq created Mail for the Contact with an active Subscription and omitted the Contact without one. The completed Job showed one processed document out of two and provided a Download Result control. For an SFTP bill file, the current Interface Specification says a Standard record without an active registration is flagged as an Error.
In either case, check the Job and Mail results before deciding what was delivered, archived or needs print fallback. See Bill load types: Standard, Archive and Historical.
How do I correct a recipient's delivery details?
Update the Contact record. For one recipient, edit the Contact in the console. For many, upload a corrected Contacts file. Changing the Contact is what stops the same failure recurring; re-sending without changing it does not. See Managing Contacts in Payreq Delivery.
Please note: Updating the Contact does not change the email address the recipient uses to sign in to Payreq or the delivery email addresses attached to their Subscriptions. The recipient manages those details in Payreq Mailbox. Send them to Managing subscribed email addresses to change where subscription documents or notifications are sent, or Updating your email address to change their login email. If they cannot sign in or no longer have access to their login email, ask them to follow Contacting Payreq Support.
Why has a Subscription been flagged "Deregister?"
A change to the Contact record, usually a name change, has triggered a review so that documents are not sent to the wrong person. You decide whether to keep it active or deregister it. See Managing "Deregister?" Subscriptions.
Sending and delivery
A customer says they have not received their document. What do I check?
Open the Mail tab and search for the customer by name, Contact ID or document type, then read the status:
| Status | What it means | What to do |
|---|---|---|
| Sent | Delivered successfully | Ask the customer to check the channel they subscribed through: the Inbox in their Payreq Mailbox, their email, or their online banking |
| Awaiting Review | Waiting for your approval | Approve it |
| Pending Subscription | The recipient has not completed their Subscription | Check the Subscription details or prompt the customer |
| Undeliverable | At least one channel had a problem | Open the item and read every outcome before acting |
| Error | The document never reached a deliverable state | See the Error article below |
See Understanding Mail statuses.
Why is a document marked Undeliverable when the customer says they received it?
Because a document is flagged Undeliverable when any one channel has a problem, even if another channel delivered it successfully. Open the item and check every delivery outcome, not just the failure. See Handling Undeliverable Mail.
Nothing showed as Undeliverable on the day of the run. Are we clear?
Not necessarily. A transient email bounce is flagged only after the fifth failed attempt, and depending on when the Mail was approved, that can fall the following day. Check again the day after a run.
Why is a document in Error status?
Most often because the recipient's Subscription was cancelled while the document was held in Awaiting Review. That is expected behaviour rather than a fault. The other known cause is a document named in the file with no matching PDF in the package. See Mail placed into Error status.
Can I re-send a document that failed?
Fix the cause first: correct the Contact or Subscription, so the next document reaches the recipient. For the failed document itself, the usual routes are to download it and post it, or to bounce it to print where you have that arrangement with your mailhouse. See Managing undeliverable Mail: reason codes and bounce-to-print.
My whole file failed to load. What now?
That is a Job-level failure rather than a document-level one, so nothing in the file was processed. The usual causes are a wrong column count, a reused File ID, a mismatched interface version, or non-ASCII characters. Correct the file, give it a new File ID, and resubmit. See Understanding Job Statuses and Errors.
A document is not in the archive.
Only documents that were archived appear there, so check the load type used for that run, then check your filters, date range and that you are in the right Delivery account if your organisation has more than one. See Understanding the Mail archive.
Reports and reconciliation
How do I see the delivery results for one bill run?
Use the Mail tab filtered by date, document type or Job ID, and export the results. For period-level reporting rather than one run, use the Reports menu. See Downloading Mail items and Understanding Monthly Reports.
Why does one report row show several channels?
Because a single document can be delivered to more than one recipient across different channels. See Understanding Monthly Reports.
Access and account
How do I switch between accounts?
If you work across more than one organisation or business unit, switch accounts from the console rather than logging out. If an account you expect is not listed, you have not been granted access to it. See Accessing and navigating your Payreq Delivery account.
Who do I contact about billing, contracts or account changes?
Those go to your account manager rather than through the console. See Who to contact for billing or account changes.
Getting help
When you raise a ticket with Payreq Support, include:
- your organisation name and the Delivery account concerned;
- the Contact ID, Job ID or document reference;
- what you expected to happen and what happened instead; and
- a screenshot where it helps.
For a failed file load, include the acknowledgment file, the header row and one failing data row with any personal details removed.
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