Email remittance advice process change

There are some changes being made to the email remittance process in the way we deliver emails for remittance advices with the introduction of a two-factor authentication via a verification passcode to help protect personal identifiable information (PII). 

 

What's changing? 

We are committed to protecting your personal data, and continuously looking at better ways to improve our service, in doing so we will be implementing an upgrade to our email remittances process. The following changes will apply from February 2022.

 

  • Email subject 
    The email subject line will be updated to classify between a Remittance Advice and an Unpresented Cheque Report email. 
  • Transmission identifier
    A unique transmission identifier will be included to help link remittance and passcode emails and webpage. 

  • Preview
    A ‘Preview’ line to help identify the remittance advice issuer. Where applicable and only where the beneficiary’s application is set up in such a fashion to generate a preview field.

     

How it will work 

  1. You'll receive an email from '@yourremittance.com.au’ with instructions on how to download your remittance advice
  2. To access the document, select ‘open’ action button within the body of the email, by doing so, the following will happen;
    • a secure browser will open
    • select ‘Request passcode'
    • a ‘Verification Passcode Email’ will be sent
  3. Retrieve the ‘Verification Passcode Email’ and enter the 6 digit passcode into the secure browser and select ‘verify’
  4. The document will download automatically.

 

FAQs

Accessing emails and the secure webpage

What is the email address from which I would receive the ‘Remittance Advice’ emails?

If you currently receive remittance advice emails from an email address in the format ‘example_name@example_company.com’. After this change, you will receive remittance advice emails from an email address in the format ‘example_name@yourremittance.com.au’. Additionally, you will also receive the temporary one-time verification passcode email from the email address ‘noreply@yourremittance.com.au’.

Please contact your remitter to confirm they have sent the remittance to your correct email address. They may need to arrange for the remittance to be reissued to you again.

We suggest you:

  • Check if the email has been directed to your Junk/Spam mailbox. In this situation, please mark this email and all emails from the domain “@yourremittance.com.au” as NOT Spam/Junk.
  • Check with your IT team / internet provider or email security settings to ensure emails from the domain “@yourremittance.com.au” are not added to a blocked list.

Please contact your remitter to confirm they have sent the remittance to your correct email address. They may need to arrange for the remittance to be reissued to you again.

Should there be any slowness or delay in receiving the temporary passcode email, it is likely due to additional security on your network or emails. We suggest you:

  • Check if the email has been directed to your Junk/Spam mailbox. In this situation, please mark this email and all emails from the domain “@yourremittance.com.au” as NOT Spam/Junk.
  • Check with your IT team / internet provider or email security settings to ensure emails from the domain “@yourremittance.com.au” are not added to a blocked list.
  • Ensure the email address registered is for the intended recipient. Forwarding the one-time verification passcode email does not give the recipient access to download the document. 

The security warning generally might be a security feature as part of your internet and email security. If uncertain, we suggest you apply due diligence and check that the URL domain is “yourremittance.com.au” before proceeding further. Should you still have concerns, we suggest you seek further guidance from your trusted internet security advisor.

Both the original email and the one time verification passcode email are always sent to the email address registered. For security reasons, forwarding the original email does not give the recipient access to download the document from the secure webpage as the passcode will still go to the email address registered. To avoid this, always ensure the email address registered is for the intended recipient. To request a change to this email address, you will need to reach out to the remittance issuer.

Managing multiple remittance advices

I have received multiple emails for remittance advices. Can I access the secure webpage and download all the documents at once?

No. If you are currently receiving multiple remittance emails today, you will continue to receive multiple emails with this change. As each email has been sent to you separately, the secure webpage is unique for each document and allows you to download only a single document at a time. If you receive multiple remittance advice emails, you need to access each of these emails separately and individually to download your document.

Each email will need to be accessed individually, one at a time. As an example if you have received 3 emails from us,

  • On clicking ‘Open’ within the 1st email, the following will happen:
    • A secure browser will open
    • select ‘Request passcode’
    • You will receive an email with the verification passcode
  • Enter the passcode in the secure webpage and click Verify. Document automatically downloads to your downloads folder.
  • A unique Transmission ID will be provided in the initial email and passcode browser linking both to each other

Proceed with every subsequent email only once you have completed all the steps above for the previous email. Once all documents have been downloaded, navigate to your downloads folder to access all documents as required.

Overall Email Functionality Process

I’m using my mobile phone and when I download the remittance the browser opens in my email. When I generate the passcode, the browser closes as I have to go back to my email to get the code. How do I work around this?

This will be dependent on your mobile phone operating system (IOS, Chrome etc). Some email applications (‘apps’) are configured to open a browser within the email app itself, others may automatically open the browser app separately. If your email app is configured to open a browser within the app itself, you may wish to review the default email settings to ensure when you click on a link it opens the separate browser app.

Alternatively, open the email and click on the link to download your document. If the browser opens within your email app, proceed with requesting the passcode and then go back to your emails and retrieve the passcode. At this point, close the email app and reopen the browser app where you should find your initial browser page waiting for you to enter the passcode. Proceed with entering the passcode and downloading your remittance.

Another option is to open the email and click on the link to download your document. If the browser opens within your email app, you can opt to open the page in the browser app, usually by clicking on the 3 dots top right (Chrome) or 3 dots along the bottom menu (Safari). This will open the browser app separately where you can request the passcode and navigate back your email app to retrieve the passcode without losing the open webpage. Reopen the browser app and proceed with entering the passcode and downloading your remittance.

This could be due to one of the below reasons:

  • Please check if you are entering the correct passcode for the appropriate document.
  • You need to always enter the latest passcode you receive in email for the appropriate document.

You have 3 attempts to enter the correct passcode before your access is temporarily disabled.

You will be unable to access the secure webpage for 24 hours. After this period, your access to the webpage will be re-instated. 

Within your original remittance advice email, click on ‘Open’. You will be navigated to a secure webpage and you will receive a new passcode. You need to use this new passcode to download your document.

You will see a passcode expiry message on the webpage for either one of the below reasons:

  • You are entering a previous passcode instead of the latest passcode received via email for a remittance advice. In this case, please make sure you enter the latest one-time verification passcode received in email for a given remittance advice.
  • You are entering the latest passcode after 60 mins from the time it is generated. A passcode expires after 60 minutes from the time it is generated. So please click on re-generate passcode on the secure webpage to receive an email with a new one-time verification passcode. Please key-in this latest passcode to download the remittance advice from the secure webpage.
  • You have multiple secure webpage open at any given time. Having more than one open may override the other and cause you to be inadvertently locked out, so we suggest you only have one secure webpage open at any given time.

To avoid passcode expiry, please always access the secure webpage and key-in the latest one-time verification passcode within 60 minutes to download your document.

You can generate a new passcode by:

  • Clicking on ‘Regenerate Passcode’ on the secure webpage. You should receive a new passcode via email. Please use this latest passcode to retrieve your remittance advice.
  • Clicking on ‘Open’ within the original remittance advice email, navigates you to a secure webpage and you will always receive a new email with a new passcode.
  • Ensuring you have closed all other secure passcode pages to reduce the chance of being inadvertently locked out. 

Yes each time you access the secure webpage, you will receive a new email with a passcode to verify and download your document. For this reason, it is important you close any invalid / expired validation webpage. 

Access to the secure webpage is valid for 90 days from the generation of a remittance advice. It is essential you access the secure webpage and download the remittance advice within the specified timeframe. In case the 90 days period has elapsed, you will need to contact the sender who generated the email remittance to request they provide details of the remittance advice.

Due to security reasons the link will expire after 90 days. This means you will no longer have access to your document after the 90 day period. It is important you access the secure webpage within the 90 days and download your document. Please contact your issuer to send you another remittance.

If you currently have automated processes that extract the attachment from your email and retrieve the contents automatically, these automated processes will need to be modified to pick up the temporary one-time verification passcode details to continue to work. This is to ensure improved security standards around confidential data in emails.

Email remittance guide

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