FAQs

1 Why is Debitsuccess charging me?
2 Why can't I sign in to my account?
3 What if my nominated credit card on my direct debit has expired?
4 Where do I find my Debitsuccess ID number?
5 When is my credit card charged?
6 How do I change my personal details on the portal?
7 Can I manage multiple accounts from this portal?
8 Why can't I see my family members in my account?
9 Why can't I access my minor family member’s account?

Why is Debitsuccess charging me?

Debitsuccess debits on behalf of a business you are receiving goods or services from, such as gyms, childcare centres, or insurance company. In some cases, Debitsuccess will appear on your statement instead of the business's name.

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In case you have not submitted an email address during service sign up or the email you entered is wrong or you have no access to this email any more, you can call the Debitsuccess contact centre to update the email.

See Where do I find my Debitsuccess ID number?

You can't access your closed or cancelled accounts, it will be displayed greyed out in Accounts screen. Another possibility is that you might have lost access to a minor family member’s account.

What if my nominated credit card on my direct debit has expired?

If your credit card number or the expiry date has changed, have your credit card details available and call us. We can help make the necessary changes.

Where do I find my Debitsuccess ID number?

If you need help locating your 10-digit alpha-numeric Debitsuccess ID (a.k.a. reference number) you'll find it in one of the following places:

On the welcome email from us on signing up for services from Debitsuccess.
On the Summary screen after you sign in to the Debitsuccess Portal.

If you have lost your welcome email, call us to get further details on how to login to the Debitsuccess Portal.

When is my credit card charged?

Credit cards are charged just before statements are sent out. The results of the charge are included directly in the transaction page.

How do I change my personal details on the portal?

At the moment the portal does not have an edit functionality. Please call our customer support to change personal information or the payment method.

Can I manage multiple accounts from this portal?

Yes. You can add multiple accounts of your own with another service that uses Debitsuccess for payments and manage them from the portal. You can also view and manage your minor family member’s account until they turn 18 years old.

Why can't I see my family members in my account?

If you are the primary account holder (i.e., the person who signed up the family for a Debitsuccess service), all these accounts will not be shown on the portal by default. You will need to log in to the Debitsuccess portal and can add accounts of the family member as long as the email used to register these accounts were yours.

Why can't I access my minor family member’s account?

If your minor family member's account is linked to your account, when they turn 18, access to their Debitsuccess account will be lost. To regain access, the account holder must contact our customer support to reregister.