Frequently Asked Questions
Need more information? You’ve come to the right place!
Please find below the answers to your most common queries.
Contact Us / Opening Hours
Phone: 0800 222 577 or (09) 521 1035
Fax: (09) 521 1038
Email Address: email@example.com
Postal Address: P O Box 133085, Eastridge, Auckland 1146
We are open during standard business hours:
Monday: 8.30am – 5.30pm
Tuesday: 8.30am – 5.30pm
Wednesday: 8.30am – 5.30pm
Thursday: 8.30am – 5.30pm
Friday: 8.30am – 5.30pm
Unfortunately, we do not operate on Public Holidays.
All supporting documents must be received no later than 4.30pm in order for us to process your application on the same day.
If you apply for a loan over the weekend, your application will be reviewed on the following business day.
Before applying for a loan
You should only borrow what you need and repay back quickly to avoid the pitfalls of long-term debt. You should make sure you can meet the required repayments.
If you are working in a part-time job that pays more than any benefit or family tax credit combined and is more than $350 after tax per week from that job, then you may fit our criteria, however, we will still need to assess your situation further.
You will need to supply the following documentation for us to able to process your application:
- Bank statements (latest 3 months)
- Photo ID (passport or NZ driver licence)
- Proof of address (less than 3 months old)
Once you get all the above documentation to us, we can start processing your application.
You can use a joint bank account, as long as your name is on it and we can clearly see your wages / salary being paid to that account and you confirm it is a one signature signing account.
Usually no, but we reserve the right to do a credit check. Your previous bad credit may not be an issue when applying for a loan with us. We focus on your current ability to repay this loan, not prior credit issues. This could give you an opportunity to improve your credit history.
We aim to only do one anonymous call during the loan application process.
Only one person per household is able to apply for a loan with us.
Your pay must be deposited directly into your bank account.
To qualify for a loan with us, you need to have your own NZ bank account with your wages paid directly into that account.
- If you are under the age of 18;
- Not currently living in New Zealand or not a New Zealand Resident or Citizen;
- Not receiving a fixed wage or salary into your bank account;
- Earning less than $350 after tax per week;
- Not working at your current job for the 3 months or more;
- Are currently bankrupt, under a Summary Instalment Order or under a No Asset Procedure.
- Our responsible lending processes indicate that the loan may not be affordable for you or place you in to hardship.
As long as you receive a regular income of more than $350 a week (after tax) that is direct deposited into your bank account, you may still be approved. However, we review loan applications on a case-by-case basis.
During the loan processing stage, we normally on do an anonymous call to your employer or payroll, but we reserve the right to do a full employer check. Should you default on your loan, your referees and employer may be contacted, but usually only if we can’t contact you or make a suitable repayment arrangement.
You will need a mobile phone, an email address, access to the Internet, access to a printer, fax machine, scanner or a smartphone to take clear photos of the documents to send to us.
Our company is completely online, so all applications must be done online. We are not set up for walk-in customers, and the application form only takes a few minutes to complete online. You can contact us on 0800 222 577 and we can assist you with your application.
An application can be made by you at any time 24/7. You do not have to wait for anything to apply for a loan with us. However, we recommend only taking out a loan when you really need it.
The maximum term of a loan with us depends on how often you are paid. We allow up to 6 weekly repayments, 3 fortnightly repayments, or 1 monthly repayment.
If you apply but decide that you do not require the funds anymore, then you should contact us to cancel the loan application. This can easily be done if we haven’t yet paid the loan to you. Your Loan agreement sets out additional cancellation rights once the loan has been paid or started.
After applying for a loan
An online application submitted through our website stays valid for 3 days.
If we do not receive all required documents by the end of the third day – we cancel the application on the morning of the fourth day.
This is because the loan contract that was generated in your online application can only stay valid for 3 days.
We make several contact attempts via phone call, email and text during the 3 days your application is valid to follow up on any missing documentation we require to process the loan.
When you apply online, the loan documents are presented to you. Once you accept, it only takes a few minutes before you get an email with your copy of the loan agreement and direct debit authority.
If you have changed your mind on the amount that you require, you will need to call us to cancel the existing loan application. We will then advise you when you can go ahead and reapply, which you can do by logging into your account and filling in the new loan application form. However, if the amount you are requesting is more than your personal application limit, then the documents will default to your personal application limit.
Once your loan application has been submitted successfully, you should be able to log in to your account and under the ‘Loan Status‘ tab you will find our tracking system.
This will let you know what documents we have received and what documents we are still waiting on.
Normally, you should hear from us within 45 minutes of sending all the required documentation.
If an application is declined, we are required by law to keep the documentation on file.
If you have recently changed your bank account number and cannot get 3 months’ worth of bank statements for the new account, then you will need to send us through bank statements of your previous account to make up to three months.
Processing of your loan application
Once we receive an application with the requested supporting documentation, we endeavour to promptly look at it and get you an answer within approximately 30 minutes.
We have two payment options available: Our Same Day Express Payment option and our Overnight Payment option.
Same Day Express Payment:
We guarantee that within 30 minutes of notifying you of your loan approval we’ll issue instructions to our bank to make payment to your account.
Don’t worry – if you have selected this option earlier in the day or for any reason we have been unable to provide notified approval before 4.30pm, we will simply waive the fee and process your loan using the standard overnight service.
This service operates on banking days during standard business hours – For loans with the 30 minute same day Express payment option selected that are applied for after 4.30pm or on weekends, we will process promptly on the next banking day.
Different banks can take longer to process than others but we can promise that we have issued the instructions – if you find that their transfer time is excessive please contact our help desk so we can ensure there has been no hiccup at our end.
We have had great speed from the following banks – ASB, ANZ, BNZ, HSBC, Kiwibank, National, Westpac. Unfortunately, at this stage, the following banks do not support same day Express payments – Rabo bank, Co-operative, TSB, PSIS branches of the BNZ or Credit Union branches of Westpac.
This service is optional – if your loan is approved and you are happy to wait for the standard end of day process then this service is not required.
What are the charges for Same Day Express Payment?
A small fee applies. Please refer to our cost of borrowing page for more details.
What are the Limitations?
Following our Express Payment to your bank they should promptly record this money as cleared funds on your bank account (often this happens instantly). However we cannot control how quickly your bank will act on our Express Payment instruction. Should you not receive your Express Payment within 90 minutes after we advised you that your loan has been approved and payment has been made, please contact us.
This is our standard method of delivering your loan – cleared funds are transferred into your account overnight for FREE.
Overnight transfer of cleared funds into your bank account.
What are the charges for Overnight Payment?
FREE. No payment fee applies.
What is the daily cut-off time for Overnight payment?
All required paperwork (including where applicable a signed loan agreement, direct debit form and requested supporting documents (if any)) must be received no later than 4.30pm Monday to Friday (excluding public holidays) in which case we will usually be able to make payment to you that night. In very rare circumstances payment does not occur until the following working day.
During the application process we try to keep your information completely confidential. We normally only do one anonymous call to your employer during the application phase to verify you work there.
Usually no, but we reserve the right to a credit check.
During your loan term
There are no fees or charges for you to pay your loan off early. You will actually pay less, due to the reduced interest from your early repayment. We encourage our clients to make early repayments wherever possible.
The maximum term that we allow for a loan is 6 repayments, depending on how often you are paid. If you are paid weekly, you are able to pay over 6 repayments, and for fortnightly you are able to pay over 3 repayments. However, if you are paid monthly then you must repay the loan in full on your next pay.
If for some reason you are not able to make a repayment on time or you decide you want more or less repayments, then you can contact us and we can look into adjusting your repayments. We must be notified before 3pm on the day that your direct debit is due; otherwise we cannot guarantee that the payments can be amended. There is a small fee for this as set out in your loan contract. We cannot do adjustments on first loans.
We will need you to update your bank account, either by clicking the “update any changes” link of your login account, or by contacting our customer service team either by email or phone. We will then just need a bank statement showing your new account number, and that the new account is in your name, and with your last two pays on it. We will need to know about updating the bank account number before 3pm on the date that you have a direct debit due; otherwise we cannot guarantee that the account will be changed. If you are applying for a subsequent loan, please make sure you have updated your bank account number prior to applying; as our renewal process is very quick and could be processed by the time you have been able to notify us of the changes.
Managing my account
Our loans are repaid by direct debit. You can make extra repayments at anytime. Please contact us on 0800 222 577 or firstname.lastname@example.org to make arrangements.
Our direct debits are taken out on the dates stated on your loan contract. (i.e. if you select the 20th of the month, then we will direct debit (generally in the early evening) on the 20th). We will generally contact you to adjust the date selected if it does not tie to your pay date.
If your payment date falls on a weekend or public holiday, then we will attempt to direct debit on the following business day.
You have the option to update your information by clicking the “update any changes” link of your login account. Otherwise, you can send the new details to us via email at email@example.com or by calling our customer service team on 0800 222 577.
You can update employer details in your login account too. We will also need a bank statement showing your last two pays, and all the new contact details for your new employer. Please keep in mind that if your pay amount has changed this may affect your personal application limit, for example, if you earn more you could be eligible to borrow more than previously. Please also advise us if your pay date changes, so we can amend your direct debits too. You can do so by emailing firstname.lastname@example.org or by calling our customer service team on 0800 222 577.
We will only use the wage deduction authority on your loan contract if you seriously default on your repayments. If you miss one payment and contact us to sort out the payment, then we will not send off the wage deduction. However, if you miss repayments and do not make contact with our office to make alternative repayment arrangement, then we may send off a wage deduction authority.
No. Due to the interest rates on our loans, we do not allow more than six weekly or three fortnightly repayments as our products are not designed for longer terms.
No. Due to the interest rates on our loans, we do not allow more than one monthly repayment. If you are paid monthly, you must repay the loan on your next repayment date.
Unfortunately we don’t keep your passwords on file for security reasons, so you will need to head to the returning customers tab and reset it by entering your email address into the reset password box. You will need the mobile you applied with to receive our SMS Authorisation Code to reset your password. If your mobile has changed, you are on the Skinny network, or you haven’t received the code after ten minutes, then please call us on 0800 222 577 and we will happily assist in resetting your password.
Unless you had a direct debit payment go out in the last two days or if you haven’t had a loan in the last three months, you shouldn’t need to send anything. If you did have a direct debit come out in the last two nights, you will just need to send us a copy of your bank statement showing the payment has cleared from your end, as we are unable to confirm this for 2 business days. If you haven’t had a loan in the last three months, you will need to provide a bank statement showing your last 2 pays, and any employer details that you may have changed. Otherwise your subsequent loan application should be completely paperless.
You can apply for another loan the day after your final payment; however, you will need to supply us with a bank statement showing that the payment has cleared.
You can apply for what we call a refinance loan and we will work out how much you qualify for by simply calling our office on 0800 222 577. Unfortunately, we cannot provide a refinance for 1st time customers as you need to have had a fully paid loan with us in order to be considered for a refinance. Our returning customers are eligible for a maximum of 3 refinance / loan extensions..
We often require a bank statement for a subsequent loan application because it takes 2 business days for us to receive confirmation that your last payment has cleared before we can process a subsequent loan application.
Yes, we are a Registered Financial Service Provider – No. FSP4441.
We support the New Zealand Government requirement for Financial Service Providers to register with the Registrar of Financial Service Providers in order to conduct business in New Zealand.
- The governing legislation is The Financial Service Providers (Registration and Dispute Resolution) Act 2008. The Act provides many consumer benefits that will ensure only registered entities like Payday Advance can operate in New Zealand.
- You have access to the electronic register of Financial Service Providers which will help you to be comfortable that the company has passed the Government requirements for registration;
- You can be confident that the directors have all been screened by Police checks and passed;
Payday Advance welcomes new laws and is compliant and registered for your security.
We provide a 256-bit bank level encryption of data, creating a ‘read only’ service – this means we cannot make any changes or transactions on your accounts. Once the data has been loaded, the connection to the bank is closed immediately.
We have also had our service independently tested by an industry leading security service.
We do everything we can to ensure that only the best level of security is safeguarding your important information.
We strive to provide a quality service to all of our customers. However on occasions things don’t always go smoothly, but don’t worry we will endeavour to put things right.
As a responsible lender, we are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs.
Please click here for information on our complaints process and details on our independent dispute resolution scheme.
You are eligible to apply for unforeseen substantial financial hardship if:
1. You have not been in default for more than 2 months; and
2. You have not missed 4 or more payments; and
3. You have not previously applied for hardship in the last 4 months (unless your current application is due to materially different reasons than the last application); and
4. The cause of your financial hardship was NOT reasonably foreseeable to you at the time you took out the loan.
Please click here to fill in our form to request our financial hardship application and guide.
Once submitted, you should receive our PDF application and guide within 48 hours.