FAQs Archive

Why didn’t I earn my rewards?

When you earn Sniip rewards, it is most likely that you have been unable to redeem this reward because you paid a direct biller by scanning the Sniip QR code or the AusPost barcode. This is because, when you scan the Sniip QR code, you pay directly to the end biller (and the payment does not go through our Sniip processing systems). Our direct billers include:

Brisbane City Council
Queensland Urban Utilities
Toowoomba Regional Council
Sunshine Coast Council

Please contact our customer service team at customercare@sniip.com or 07 32687710 if you have any further questions around this and we would be happy to chat!

Why aren’t my bills syncing from auto email import?

We’re sorry to hear that not all of your bills are being picked up via the auto import features! There are a few reasons as to why your bills are not being picked up/recognised by the Sniip app systems.

To help us resolve this, could you please contact customercare@sniip.com with further details regarding your situation, or alternatively you can give us a call on (07) 3268 7710 and we would be happy to help you!

What is the status of my payment?

When a payment is made through Sniip it automatically goes into the processing stage. This component of the transaction utilises the BPAY scheme.

The cut-off times for Sniip to receive your payment for processing the following day are as follow:

American Express: 5pm AEST
Visa/Mastercard debit: 5pm AEST
Visa/Mastercard credit: 11:59pm AEST

Please note: Diners Club cards and pay from Bank Account require one additional day processing time. As such, the cut-off time for two business day processing is 5pm AEST.

Funds take roughly 24 hours to finalise and be deposited into the billers account so we suggest always paying your bill 2 business days in advance. The biller must recognise the BPAY payment as the date that the bill was paid. You may refer to the time-stamped receipt under the “Receipt” tab for record/reconciliation purposes.

Why has my transaction failed?

Oh no! We’re sorry your payment has been unsuccessful. There are a number of reasons your payment may be failing. To provide the best solution, please contact our customer service team on (07) 3268 7710 or email customercare@sniip.com and we would be happy to help you.

Why am I being charged business rates on my personal ATO payment?

As a requirement from American Express, we must process all ATO payments using an Amex at our business tiers.

You can find out the reason for the change here.

With the new rates, Sniip still presents a better cost per point than paying the ATO directly!

Can I claim the Sniip processing fee on my personal tax (not business) as a deduction?

If you’re not a business, you can’t claim the GST component. You can claim the GST component only if you’re personally registered for GST and you have your own ABN. If you are a business, you need to be registered for GST to claim it back.

How do I verify my payment method?

On some occasions, we may require you to upload a copy of your bank card.

Why is it necessary?
Card verification is an important part of our anti-fraud card security measures. It is our only method of ensuring that you are in possession of the card used to make payments within the Sniip app.

Therefore, if your account has been flagged within our systems, we might request you to upload a picture of your card which shows:

The first 6 and last 4 numbers
Your full name
The expiry date of your card

We will never ask you to provide your full card number, or CVV number.

How to submit?
You submit your payment method verification securely through the Sniip app. You will receive an in-app notification that appears when our team has requested that you verify your payment method. Simply tap on the pop-up message and you will be taken to the Verification screen. From here, simply follow the prompts to submit your payment method verification.

How do I verify my account?

Great question! When signing up to Sniip, you do not have to verify your account. There a flags in our systems that will automatically request User Verification. This includes:

Adding a payment method to your account that’s different to the legal name on your account
Using a prepaid card
Setting up pay from a BSB and Account Number
Adding numerous blocked bills

To verify your account, simply tap on the in-app prompt that appears when we have requested that you verify your account. Or, you can verify your account by tapping on the menu in the top left corner and selecting ‘Account’, ‘Verify Account’.

For User Verification, we require a copy of your valid government issued photo identification document (e.g. Australian Driver Licence or Passport) which clearly shows your:

Full name
Date of birth
Photograph
Document Number

At Sniip, we’re proud to have achieved full Tier 1 PCI DSS compliance — the same standard that Australian banks comply with. We have never had a security breach in our 8+ years of operations and have quarterly vulnerability scans to try and penetrate our systems.

Why can’t I pay my FOREX bill (BPAY Biller Code 293464)?

Unfortunately, as determined by our bank partners, we are restricted from allowing payments to certain billers. Due to the risk profile, American Express has restricted payments to FOREX PTY LTD as it falls under a Foreign Exchange industry.

Some other restricted industries include:

Remittance service provider
Charities and Not-for-Profit
Intermediaries
Pay-day lenders
Internet gambling
Casinos
Goods dealers
Securities and derivatives
Managed investment schemes
International business operations
International students or travel products
Hiring and leasing
Banking and financial institutions

What does the ‘due date’ refer to?

When the Sniip app asks for “due date”, does that mean the actual due date of the bill or when I want it paid by?

The due date refers to the due date of the bill 😊.

When you add a bill into the Sniip app, you may schedule a payment for the due date. BPAY payments need to be made three days prior to the due date to ensure that the biller will receive and reconcile the payment. This is set-up as a default to ensure your bill is paid on time (but can be amended by you).

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