We have collated here several common questions we have been asked about Direct Debit to make your experience easier. If you have a question that isn’t answered here, feel free to call us or submit a ticket and we’ll see what we can do to help.
How do I set up Direct Debit?
Please refer to our article here for instructions for setting up Payble Direct Debit.
How does Direct Debit work?
Direct Debit is a payment method that pays the invoice straight out of your nominated account automatically. It will always pay exactly the current amount owing on the due date of the invoice. 
We use a third party, Payble, for this service. You can sign up to Payble Direct Debit using this link.
How do I know if my account is on Direct Debit?
To determine whether your utility accounts are enrolled in Direct Debit, you can check your invoices.
If you have Direct Debit activated on your account, it will be indicated under the amount due on the right-hand side of the main page in a grey box.
Alternatively, you can reach out to Energy On by phone at 1300 323 263, email us at [email protected] or submit a ticket HERE to check your account details.
If I am in credit, will my account be direct debited?
The short answer, is no. When you're in credit, it means you have a positive balance in your account. This is shown via a -$ in front of the balance on your invoice. As Direct Debit pays the total amount “due” on your invoice, when there is nothing “due”, Direct Debit won’t occur as there’s nothing to pay!
This can happen if you have paid more than you owe (if you made a manual payment, or just started with Direct Debit) or if an adjustment (like manual credit or a concession or rebate) has just been added to the account.
However, whilst having a credit balance is good, it can also tie up your money and prevent you from using it for other purposes. If you want, you can have credit refunded if you need it for other bills. We recommend customers keep this in mind to ensure they stay on top of their bills.
If I have an outstanding amount on my account, do I need to pay this first before setting up Direct Debit?
Whilst you do not need to, it is highly recommended you pay your outstanding balance. As mentioned, Direct Debit pays the amount due on the latest invoice. If this amount is higher than usual due to unpaid invoices, it will take a lot out of your account and may place unnecessary strain on your monetary situation.
If you do have an outstanding amount to pay, one of our Team members will be in touch to confirm your options once your Direct Debit request is processed. However, if the Direct Debit request is received at least five business days before your current invoice is due, direct debit will be scheduled to be debited on the due date of your most recent invoice.
I do not have sufficient funds for the due date listed on my invoice, can I reschedule the direct debit date?
Should you find yourself in this position or are conscious that this might be the case, please contact us at least five business days before your direct debit is due to be scheduled, so we can help you to discuss payment arrangements.
If a direct debit request is sent to an account without sufficient funds, you may have to pay a Direct Debit dishonour fee ($4.95 including GST) on your next issued invoice.