For any COVID-19 early release enquiries, please contact us at firstname.lastname@example.org.
There are a few potential reasons why your payment may not have worked:
Please get in touch at email@example.com and we will look further into why your payment has failed
If it is less than 8 days since your application was approved by the ATO, it is likely that it is still being processed.
We will send you a text message and an email when we make your payment.
If it has been longer than 8 days since your application was approved by the ATO and you have not received your money, email us at firstname.lastname@example.org and our team will see what’s causing the delay.
You provided your bank account details when making your application with the ATO. We will make the payment to that bank account.
It can take up to 5 business days for a payment to reach your account.
If you still haven’t received your payment after 5 business days, please email us at email@example.com so we can ensure you have provided the correct bank account details when you applied.
We need to confirm your identity before we can make the payment to your correct bank account. You need to send us:
Please email these documents to firstname.lastname@example.org.
Please note: We can only change your details if you discover your error and provide us with the correct details before the payment is made. However, If you discover your error after the payment has been made to the wrong bank account, we should still be able to reverse the payment and pay it using the correct details. Please be patient with our team while we work to retrieve your money.
Please get in touch with us and we can put in a request to cancel your payment. If the payment has already been processed by our accounts team, however, we are unable to reverse it.
Please note: if you decide to cancel your payment, you will be ineligible to make another early release application until after 1 July 2020. If your application was made after 1 July 2020 and you cancel your payment, you may no longer be eligible for another payment.
Please refer to this article for more information on eligibility requirements.