Why was my payment not taken?
Please check the following if your payment does not go through and shows as incomplete:
- Ensure there are sufficient funds in your bank account.
- You are using a MasterCard or VISA card issued by your bank. Prepaid cards or EFTPOS cards will not be accepted.
- Please enter the name exactly as it is written on the card when it asks you for the cardholder’s name.
- Ensure the card number, dates and security digits (CVV) from your card are correctly entered.
- 3D Secure, also known as Verified by VISA or MasterCard SecureCode, is initiated on the website. A box will appear from your bank asking you to enter a one-time code (OTP) onto the website (this code may be called something different depending on your bank). If you are experiencing issues with this, you will need to contact your bank to seek further assistance.
Why do I have to complete an identity check?
Unilink require the verification of your details before allowing funds to be sent for the first time. This enables us to ensure Secure Payment Services remains secure.
Why was my ID declined?
Did not reach 100 points - We are unable to verify you, as the ID you have provided does not reach 100 points.
Missing logo - Unfortunately, we are unable to verify you, as the ID you have uploaded does not clearly show the information of the organisation i.e., letterhead or logo of the organisation.
Residential address does not match account address - We are unable to verify you as the ID you have uploaded does not show the same address as your Secure Payment Services profile address.
Name does not match the account name - We are unable to verify you as the ID you have uploaded does not show matching name details.
ID is older than 6 months old - We are unable to verify you as the ID you have uploaded has expired / is older than 6 months.
Not a valid ID - We are unable to verify you as the form of ID you have uploaded is not a proof of identity document.
ID is handwritten - We are unable to verify you, as the form of ID has been handwritten.
Unable to view ID attachments - We are unable to view the attachments that have been sent.
ID Unreadable - We have been unable to read the attachments that have been uploaded.
Please sign in to your account and try again ensuring the ID reaches 100 points of more and is less than 6 months old.
How do I add a recipient?
To add a new recipient, please follow the below steps:
- Sign in
- From the menu, select ‘My Recipients’
- Then select ‘Add Recipient’
- Under Add Recipient, enter the name and ID number of the person you wish to message and select the establishment from the dropdown list and press ‘Add Recipient’.
How do I update my recipients details?
- Sign In
- Select ‘My Recipients’
- Select ‘Edit’, click on the word edit (not the drop-down arrow)
- Make the applicable changes and select ‘Save Changes’
What does the payment status suspended mean?
The establishment has rejected this payment.
Please check your email for a message from uts.au@unilink.com, which contains instructions on how to update your recipient's details and resend your payment.
What does the payment status pending mean?
This means that the transaction has been successful and will be transferred to the establishment on the next payment day.
What does the payment status complete mean?
This means that the funds have been successfully sent to the establishment if your recipient has not received the funds please ask them to request a full financial statement from the establishment.
What does the payment status future dated mean?
The payment has been scheduled to be transferred to the establishment on the date specified.
What does the payment status incomplete mean?
The payment was unsuccessful and no funds have been deducted from your account.
How do I cancel my account?
If you wish to cancel your account, please email the support team from your registered email address requesting for your account to be cancelled. Our email address is uts.au@unilink.com.
How do I change my address?
To update your address details, please follow these steps:
- Sign in to your account
- Select ‘My Profile & Settings’ from the menu
- Choose ‘Edit Address’
- Enter your address and press ‘Save Changes’.
How do I update my card details?
To update your card details when making a payment, please follow these steps:
- Sign in to your account
- From the menu, select ‘add credit’
- Complete the payment information form and click ‘Add credit to account’
- If any card details are pre-filled, delete them and enter your new card information
Once you've entered the updated details, your payment will be processed using the new card.
How do I change my email address?
If you still have access to your old email address:
Send an email to uts.au@unilink.com from your old email. Include your current (old) email and the new email address you'd like to use.
If you no longer have access to your old email address:
Send an email from your new email to uts.au@unilink.com with the following details:
- Full name
- Old email address
- New email address
- Account ID (if known)
- Residential address
- Your recipient’s details
We ask for this information to keep your account secure. If everything matches, we’ll update your email address.
How do I change my name?
To update your name, please email uts.au@unilink.com with the following documents:
- A document showing your name change, such as a legal name change certificate, marriage certificate, divorce certificate, or relationship certificate
- One additional document showing your current legal name and address (must be less than 6 months old)
- Once we receive your documents, we’ll review your request and update your account if everything matches.
How do I change my password?
To change your password, please login to your account, click ‘Change password’ at the top of the page and follow the prompts to change your password.
Please ensure your password is at least 12 characters long, containing at least one lower case letter, one upper case letter, one number and one of these special characters.
How do I change my phone number?
To update the phone number on your account, please follow these steps:
- Sign in to your account
- From the menu, select ‘My Profile and Settings’
- Select ‘Edit Contact Details’
- Delete the number, enter your new phone number and press 'Save Changes'.
How does multi-factor authentication work on my account?
Multi-factor authentication means when you sign in to your Secure Payment Services account, you will be prompted to enter a code.
This code will be sent to you in an email.
