We want to hear from you.

If something isn’t right, tell us. The fastest way to lodge a complaint with Scan & Pay is to email hi@scanandpay.com.au with the word “Complaint” in the subject line. Please include your merchant ID or transaction reference if the issue relates to a specific payment. We acknowledge every complaint within 1 business day and aim to resolve it within 5 business days. Complex matters may take longer, in which case we’ll keep you updated on progress.

Because Scan & Pay is a product of Senax Enterprises Pty Ltd and payment processing is facilitated by Ezidebit Pty Ltd (ACN 096 902 813, AFSL 315388), some issues may be referred to our partner for investigation. If a complaint concerns the underlying payment-processing service, Ezidebit can be contacted directly at support@ezidebit.com.au or 1300 763 256.

If you’re not satisfied with our final response, or 45 days have passed without resolution, you can refer the matter to the Australian Financial Complaints Authority (AFCA) free of charge: online at afca.org.au, by phone on 1800 931 678, or by post at GPO Box 3, Melbourne VIC 3001.