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Frequently Asked Questions

Note: If you’ve been directed here from the WageSplitter app - don’t worry, you're in the right place. We’re in the middle of changing our business name from WageSplitter to Paylab. So things might look a bit different!

Below are some of the most frequently asked questions about Paylab. You can also email appsupport@paylab.com.au with ideas, feedback, and questions not covered here. We always love to hear from you.

Getting started

What is Paylab?

Paylab is an innovative app-based platform that will allow an employee to better manage their own financial circumstances, rather than having their pay tied to their employer’s pay cycle. Offered as an “employee benefits program”, Paylab gives an employee an opportunity to access a portion of their already earned wages directly from payroll ahead of payday if this can benefit them. 

Employees can access their “Available pay” for instant bank transfers to their account or to go shopping - enjoying significant reward benefits when they shop with Paylab.
Any amount drawn from an employee’s “Available pay” will be automatically deducted from their next pay via the employer’s payroll function.  They don’t have to do anything - Paylab’s technology does it all for them. 

How does it work?

Paylab gives rewards when you shop at almost 100 of Australia’s leading retailers, either in-store or online. The rewards you earn are immediately available for use across the whole of Paylab’s platform, ensuring that you save every time you shop with Paylab. There’s nothing for you to do to access your rewards - Paylab will simply apply any reward you earn against your very next purchase to make sure that you save every time you use the Paylab app.

The Paylab app will allow you to purchase immediately delivered gift cards which you then use to pay for your shopping on the spot, either in store or online. When you choose to go shopping using the Paylab app, simply select a retailer and enter the amount.  Follow the prompts on the Paylab app and within a few seconds you will receive a gift card on screen that you should present to the cashier (or enter details online) to pay for your purchase.

By paying less for your purchases, you will have more money left in your pocket!

And when you need your pay on demand, you simply choose to Pay Myself.  Get rid of cash flow stress by discreetly transferring any or all of your Available Pay out of payroll and into your bank account.

What fees will I pay for using Paylab?

When you use “Pay myself”, we will charge a service fee of 2.5% of the amount transferred.

The interest rate on any cash advances using ”Pay myself” is nil.

If you use Available Pay
No fees apply when using “Go shopping” with Available pay. 

If you use a payment method other than Available Pay 
A surcharge is added to recover the cost of processing credit or debit card transactions if you choose to pay with your card. Paylab does not profit from surcharging on processing credit/debit card transactions.

How do I get started?

When your employer provides you with information regarding Paylab, Paylab will send you an invitation to the email address recorded in your employer’s payroll system, prompting you to download the Paylab app from your app store if you choose to do so. Enter the Invitation Code sent to you via email and you're all set to go.

What is an Invitation Code?

An Invitation Code is a unique code provided to you so that you can securely access the Paylab app. You will find your Invitation Code in the Paylab invitation email sent to you.

Why haven’t I received my Invitation Code?

Please speak to your manager or payroll administrator if you have not received your Invitation Code. You will only receive this code if your employer has signed up with Paylab and you meet the following criteria:

  • you are over 18 years; 
  • you have at least one previous payslip;
  • you have only one bank account linked to your payroll records;
  • for time-based pay, you have at least one approved timesheet; and
  • you have been invited by the employer.
How do I get access to Paylab?

Paylab will be available to you if your employer is signed up with us.

If your employer has not signed up with Paylab, you can refer us to your employer via this form, and we'll try our best to get your employer onto the Paylab platform.

Are there any tutorials or guides available within the app for using its various functions?

Access tutorials within the app by navigating to Accounts -> How it works section for comprehensive guidance.

Are there any support channels available if I encounter any issues while using Paylab?

Paylab support is accessible within the app by navigating to accounts and emailing for direct assistance or simply just reach out to us at appsupport@paylab.com.au.

Are there operating system or device requirements for using the Paylab app?

The Paylab app requires Android devices running on the version 6.0 and above, and iOS devices with version 12 and above to operate seamlessly.

What if I forget my pin?

If you forget your PIN, you will still be able to access the app. Try “I am an existing user” to sign in using either your email address or your mobile and then enter the sign in code you have received in your email or OTP sent to your mobile. Once you are signed in, you can then set your PIN from Account -> App settings.

How can I save every time I shop

How does “Go shopping” work?

“Go shopping” allows you to shop at major retailers or buy gift cards using the wages you have already earned.
 
Simply select “Go shopping” and choose the retailer at which you want to shop. Either enter the exact amount of the checkout price (where available) or choose from a number of fixed denomination gift cards. Once you’ve confirmed the amount you want to spend, you can pay either with your Available pay or an eligible credit card/debit card. Once the purchase is confirmed, you will find the gift card in your wallet. 

Charges applicable if you use Available Pay 
No fees apply when using “Go shopping” with Available pay. All purchases made using earned wages will be automatically deducted as a single deduction from your pay on payday - we don’t disclose any details of individual purchases you make.

Charges applicable if you use a payment method other than Available Pay 
We charge a surcharge to recover the cost of processing credit or debit card transactions if you choose to pay with your card or Apple Pay/Google Pay. Paylab does not profit from surcharging on processing credit/debit card transactions.

How do I know which retailers I can shop at?

Select “Go shopping” and search the app to find your favourite retailers and the shopping rewards available. You can shop at major retailers or buy gift cards using the wages you have already earned. 

Can I cancel my “Go shopping” transaction after receiving the gift card?

No. The gift card will be stored in your Paylab Wallet for later use and is valid for a minimum of 3 years.

Please note that gift cards are subject to the gift card policies of the relevant retailer.

Can I exchange or return goods I have purchased using “Go shopping”?

This depends on the returns policy of the retailer. Some retailers' policies may include the right to issue a store credit or a new gift card instead of a cash refund.

Can I partially redeem a gift card?

Yes. We recommend that you make use of the “Notes” function to record any remaining gift card balance immediately after completing a transaction. This will help you to keep track of the remaining balance on your gift cards.

Please note that gift cards are subject to the gift card policies of the relevant retailer.

How do I keep track of the balance on a gift card?

We recommend that you make use of the “Notes” function to record any remaining gift card balance immediately after completing a transaction. This will help you to keep track of the remaining balance on your gift cards.

If you still need to check the remaining balance, simply select “Check Balance”. You will be taken to the relevant retailer’s website to check the available amount on the card. 

Can I collect retailer loyalty points when using “Go shopping”?

Yes. “Go shopping” does not impact your ability to participate in any retailer-driven loyalty programs or benefits. 

What is the minimum purchase amount when using “Go shopping”?

It varies from retailer to retailer. Details of minimum purchase amounts relevant to each retailer will be shown when you enter a checkout purchase amount.

What fees will I pay when using “Go shopping”?

If you use Available Pay 
No fees apply when using “Go shopping” with Available pay. 

If you use a payment method other than Available Pay 
We charge a surcharge to recover the cost of processing credit or debit card transactions if you choose to pay with your card. Paylab does not profit from surcharging on processing credit/debit card transactions.

What if my purchase amount required is higher than the maximum “Go shopping” purchase amount?

If the retailer allows split payments or use of multiple gift cards to complete your purchase, you may choose either to purchase multiple gift cards or use a combination of gift cards and other payment methods to complete your purchase.

Can I change the value of a gift card I have purchased?

No. The value of the gift card cannot be changed once you have been issued with the card.

Will the gift card I’ve purchased expire?

Gift cards are subject to the gift card policies of the relevant retailer. The expiry date for gift cards varies for different retailers, with the majority of the retailers having a 3 year expiry period. 

Why did Paylab decline my “Go shopping” transaction?

If you used Available Pay 
Please check that your Available pay is sufficient to cover your “Go shopping” purchase.

If you used a payment method other than Available Pay 
Please check you have entered the correct details and check with your issuer if there is an issue with the card.
If you are still having difficulties, please contact us at appsupport@paylab.com.au

Why did the retailer decline my “Go shopping” purchase?

Please check:

  • that the gift card balance is sufficient to complete your purchase; 
  • that the gift card has not expired or already been fully redeemed; and
  • if shopping online, that you have entered the correct details into the gift card payment section.
Can I send a gift card to someone else?

Yes you will be able to send a gift card to someone else via SMS.

I don't see the gifting feature in the app.

Please ensure you've updated your app to the latest available version.

Will the recipient need to have the Paylab app to access their gift card?

No. They'll receive a link via SMS to view their gift card/voucher in a web browser.

How will the recipient receive their gift card?

The recipient will receive a link to view their gift card/voucher in a web browser via SMS, to the recipient’s mobile number you've supplied to us. We suggest you let the recipient know that a gift card is on its way.

How will I know if the gift card has been sent?

You will receive a push notification to your mobile once the gift card has been sent.

Can I resend a gift card?

No. Once the gift card has been sent, it cannot be resent. 

What if I entered incorrect details when sending a gift card?

Once the gift card has been sent, unfortunately you cannot change the details or reverse the transaction. 

Can I buy a gift card for someone outside of Australia?

No. You can only send gift cards to an Australian mobile number for use in Australia.

When will my scheduled gift card be sent?

We will send your gift card to the requested recipient at 8.30am AEST on the date on which it has been scheduled.

How far in advance can I schedule a gift card for?

You can schedule your gift card to be sent up to three months from the date of purchase.

When will I pay for my scheduled gift card?

Your Available pay will reduce on the date you purchase your scheduled gift card.

I have sent a gift card, but the recipient has not received it.

If there is a technical issue in sending a gift card, we add the gift card to your wallet.
You can either:

  • Take a screenshot of the gift card in your wallet and send the screenshot to the recipient or
  • Click the print icon in the gift card page, copy the gift card URL and send the URL to the recipient.
Is there a limit to the number of gift cards I can send in a day/week/month?
No, there are currently no set limitations on the quantity of gift cards you can send within specific time frames.
Does Paylab offer any customer loyalty programs or incentives for regular users?

Paylab extends its loyalty rewards program, offering benefits to all its users through its rewards system.

What if I entered incorrect details when sending a scheduled gift card?

If incorrect details were entered when scheduling a gift card, reach out to us at appsupport@paylab.com.au for assistance.

Can I use Paylab for online purchases from international retailers?

At this time, our gift cards are redeemable only at Australian retailers.

Can I use a gift card for multiple purchases?

Yes, you can use a gift card for multiple purchases as long as it is valid, and has sufficient balance left on it.

What if I lose or accidentally delete a gift card received through the Paylab app?

In the event of losing or accidentally deleting a received gift card within the app, contact us at appsupport@paylab.com.au for assistance.

Does Paylab have any policies regarding refunds or disputes with retailers?

Paylab's policy states that for refunds or disputes, users should directly contact the respective retailer, as Paylab isn't involved in these processes.

Rewards

What is Available rewards?

Available rewards is Paylab’s loyalty rewards program delivering benefits in the form of spending credits which will reduce the checkout price you pay on your next “Go shopping” purchase. Rewards are calculated based on the amount you spend on a purchase and the rewards % that are provided by the specific retailer. Every purchase you make using the Paylab App will give you a reward that is use in the next purchase.

Can I transfer my Available rewards?

No. Available rewards are automatically applied to reduce the checkout price you pay on your next “Go shopping” purchase.

Do rewards expire if not used within a certain period?

No, rewards that you earn through the Paylab app do not expire.

Transaction History

Where can I see my Paylab transaction history?

You can view all your purchases and cash transfers under the History tab on the Paylab app. 

Debit Cards and Credit Cards purchases

Can I use my own money to shop or send a gift card?

Yes, you can use a credit card/debit card to buy a gift card for yourself or to send as a gift. We currently support Visa, Mastercard and eftpos schemes. You can also use Apple pay/Google Pay to pay via our supported schemes (Visa, Mastercard and eftpos )

Please note - We charge a surcharge to recover the cost of processing credit/debit card transactions or Apple Pay/Google Pay transactions, known as the cost of accepting card payments. Paylab does not profit from surcharging on processing credit/debit card transactions.

What types of cards can I use?

You can use your Visa, Mastercard and eftpos card to buy a gift card for yourself or send a gift.You can also use Apple pay/Google Pay to pay via our supported schemes (Visa, Mastercard and eftpos).

Is AMEX/Diners Club/JCB accepted?

No. At this stage you can only make purchases using your Visa, Mastercard and eftpos card. 

What types of credit cards are accepted?

As of now, Visa and Mastercard are the only cards accepted. You can also use Apple pay/Google Pay to pay via our supported schemes (Visa, Mastercard and eftpos). 

Is Visa accepted?

Yes. You can use your Visa debit card and Visa credit card to buy a gift card for yourself or send a gift.

Is Mastercard accepted?

Yes. You can use your Mastercard debit card and Mastercard credit card to buy a gift card for yourself or send a gift.

Can I use a debit card to shop?

Yes. You can use your Visa, Mastercard and eftpos card to buy a gift card for yourself or send a gift.You can also use Apple pay/Google Pay to pay via our supported schemes (Visa, Mastercard and eftpos).

Will I be charged a fee if I buy a gift card using my credit card/ debit card?

We charge a surcharge to recover the cost of processing credit/debit card transactions or Apple Pay/Google Pay transactions, known as the cost of accepting card payments. Paylab does not profit from surcharging on processing credit/debit card transactions. 

What will I see in my bank/credit card statement?

Any transactions using the Paylab app will be identified as ‘Paylab North Sydney‘ on your statement.

What data is shared with my employer when I use my own funds for shopping?

None except that you have used the app to make a purchase. Your employer will have reports that show total purchases and total amount spent on purchases collectively but will not identify employees individually.

What if my credit card is declined? Will there be any charges?

No. You will only be charged if the purchase is successful.

Can I save my preferred card in the mobile app ?

Yes, you can save your preferred credit/debit card details against your account to enable easier checkout for future purchases.

Is it safe to enter and save my credit/debit card details?

Paylab has engaged a payment gateway service provider (Till Payments) to secure all aspects involving customer payments via credit cards and debit cards. All customer information is securely submitted and processed entirely on specialised Till Payments systems; Paylab cannot access, view, process and we do not store sensitive cardholder data (such as card numbers, PIN codes or CVV/CVC codes).

Till Payments is certified to meet the regulatory security requirements outlined by the Payment Card Industry Data Security Standard (or PCIDSS). PCIDSS certification is required by banks and credit card issuers in order to allow merchants such as Paylab to accept payments from customer credit cards. As part of the certification process, Till Payments is required to implement stringent security controls and undertake regular independent security audits to maintain its certification and security assurance levels.

How can I save my credit card details in the mobile app ?

To save your credit card details navigate to Account -> Payment methods -> Add payment method. You can add your card details and save your card for future use. 

Can I set a payment method as default?

Yes, you can also set a default payment method for faster checkout. Navigate to Account -> Payment method in the Paylab mobile app and select a payment method to set it as your default payment method.

What if I want to remove my credit/debit card details?

Within the app, head to accounts -> payment methods, and remove the desired credit/debit card.

What should I do if I suspect unauthorised activity in my Paylab account?

You can immediately contact us at appsupport@paylab.com.au upon suspecting any unauthorised activity in your account.

I entered my credit card number, but it indicates that the details are invalid. What steps should I take to resolve this issue?

Paylab supports domestic Visa and Mastercard debit and credit cards. If you are using one of the supported cards, and are getting an error, please contact our support desk at appsupport@paylab.com.au.

Giving my family access to Paylab savings

Can I give my family their own access to the Paylab app?

Yes. You can invite your family members to sign up on the Paylab platform and start saving with Paylab. You can invite up to three family members.

How can I give my family their own access to the Paylab app?

Follow the below steps: 

  1. Select Account → Invite Family Member
  2. Enter your family member’s name and email address and click ‘Invite’
  3. Your family member will receive their own invitation to access the Paylab app
What should I do if my family member has not received the invitation.

Please ask the family member to check their spam and junk folders. 
You can also re-send an invitation by swiping left on the family member. 

How many family members can I invite?

You can invite up to three family members. You can also remove a family member.

Can my family members access my earned wages, saved debit/credit cards or gift cards?

No. Your family members will not have access to your rewards, savings, earned wages, saved debit/credit cards or gift cards. 

Can I remove a family member?

Yes, you can remove a family member. Swipe left on the member profile to remove them.

What payment methods can my family members use?

Your family members can use credit/debit cards, Apple Pay and Google Pay to buy gift cards or to send eGift. We currently support Visa, Mastercard and eftpos schemes.

Using my earned wages to access cash

What is “Pay myself”?

Prior to payday, you can use your accrued wages to access cash via the Paylab app. Cash will be immediately transferred into your bank account.

Cash advances are automatically reimbursed to Paylab from your wages on payday, including a Service fee of 2.5% of the transaction amount.  No interest is charged on the amount of the cash advance.

How much can I transfer?

Paylab integrates with your employer’s payroll and time & attendance system to estimate how much of your after tax pay you have accrued for your current pay cycle. Paylab makes a portion of this available to you as your Available pay. 

You can transfer up to your full Available pay to your bank account, subject to a minimum transfer value of $100 per transaction.

What fees will I pay for accessing “Pay myself”?

We will charge you a Service fee of 2.5% of the amount transferred when you use “Pay myself”.  There is no interest charged on the amount of the cash advanced.

When can I withdraw cash?

Paylab integrates with your employer’s payroll and time & attendance system to estimate how much of your after tax pay you have accrued for your current pay cycle. Paylab makes a portion of this available to you as your Available pay.

For salaried employees, Paylab will typically update your earned wages daily.

For employees paid based on time & attendance, Paylab will typically update your earned wages when your hours have been recorded and approved by your employer.

Why is my Available pay less than what I have earned?

Paylab integrates with your employer’s payroll and time & attendance system to estimate how much of your after tax pay you have accrued for your current pay cycle. Paylab makes a portion of this available to you as your Available pay.

Your Available pay will take account of amounts that you have already withdrawn during the current pay cycle via “Pay myself” and “Go Shopping”. Please check the History tab on the Paylab app for a summary of transactions that you have made during your current pay cycle. However, if you still have a query, please contact us at appsupport@paylab.com.au.

 

How soon will I receive the money?

In most cases, cash will be immediately transferred into your bank account. However, if the financial institution with whom your bank account is held does not support NPP payments, the availability of the funds may be delayed. 

Any amounts used will be deducted from your wages on payday.

Can I transfer my earned wages to someone else?

No. Cash will only be transferred into the bank account that you have linked to your payroll records.

Can I transfer funds into any bank account I have?

No. Cash will only be transferred into the bank account that you have linked to your payroll records.

How is my pay impacted when I use “Pay myself”?

Any amounts used will be deducted from your wages on payday. 

How does Paylab appear on my payslip?

Paylab will appear on your payslip as a single deduction that consolidates all of your transactions for the relevant pay cycle (including any Service fees). Paylab won't disclose any details of the individual purchases or cash transfers you make.

How will “Pay myself” transactions appear on my bank statement?

It will appear on your bank statement as “Paylab CT.[reference number]”.

How much of my earned wages can I use to shop?

You can use your full Available pay for shopping.

How does Paylab know what my earned wages are?

Paylab integrates with your employer’s payroll and time & attendance system to estimate how much of your after tax pay you have accrued for your current pay cycle. Paylab makes a portion of this available to you as your Available pay. 

Paylab won’t pry into your personal or banking details, charge you late fees or hit you up for interest. There’s no need for any credit checks as you’re using your own earned wages.

Can I use Paylab if I work for multiple employers?

Generally, you will only be able to use Paylab with one employer at a time, however, if you receive two or more invitations from different employers, you will be able to accept them both, as long as each invitation is sent to a different email address. Paylab will treat these as two separate user accounts.

What happens if my employment status changes?

If you change jobs, or leave your current job, you may lose access to the Paylab app. Please contact your employer to ensure you have time to use any available rewards and save or print your unredeemed gift cards.