Verifying payments
Protecting customers is our priority. As a regulated bank, we have a legal obligation to monitor the movement of funds as they pass through the banking system to us. This means there may be times when our automated systems or team of experts place a temporary hold on an inbound payment, so we can complete some checks.
To complete our checks, we may ask you for a document to support the reason for the payment.
For more information on how we collect, process and safeguard your personal data, please refer to our privacy policy.
FAQs
To protect customers and meet our obligations as a regulated bank, we may need to perform checks on certain payments. To perform our checks, we may request a document that provides more information about where money being transferred into your account is coming from, such as income from employment, sale of goods, or payment of an invoice.
We may ask for documents that include more details about the:
- Origin or source of the money
- Person or organisation sending the money
- Amount the payment is for
- Purpose of the payment
If we need to perform checks on your payment, we will provide you with an address to send your documents to. Please include the Zempler reference number we provide along with the document.
If you don’t provide requested documents for review in the timeframe requested, we will return the funds to the person or organisation that made the original payment.
Examples of documents we may accept include:
Personal Payments
- Proof of payment document. See our FAQ on proof of payment here.
- Payslips or salary confirmation to show regular income.
- Bank statements showing the income source and payment.
- Invoices or bills related to the payment (e.g., utility bills, tuition fees).
- Rental agreements or contracts for rent payments.
Business Payments
- Remittance Advice for the goods or services being paid for. This could include an invoice, copy of a receipt, or a sales contract.
- Contracts or agreements between the business and supplier/service provider.
- Bank statements showing business revenue or profits.
- Proof of payment from clients if the payment is sourced from business income (e.g., client invoices or receipts).
Proof of payment can include transaction slips, remittance slips, client invoices, copies of receipts, copies of credit card or copies of debit card transactions. We can accept downloaded bank statements for proof of payment, but we cannot accept phone screenshots.