We’re here to help when things get tough
At PressPay, we understand that life doesn’t always go to plan. Sometimes unexpected events can make it difficult to keep up with repayments – and when that happens, we’re here to work with you.
If you’re experiencing financial hardship, please reach out as early as possible. The sooner we hear from you, the more options we may be able to explore together.
What is financial hardship?
Financial hardship occurs when a change in your circumstances makes it genuinely difficult to meet your repayment obligations.
This can happen for many reasons, including (but not limited to):
- Illness, injury, or medical conditions
- Physical or intellectual disability
- Death of a family member
- Relationship breakdown or family crisis
- Loss or reduction of income
- Unexpected or essential expenses
- Job loss, redundancy, or reduced working hours
- Domestic or family violence
- Natural disasters or major events
- Financial abuse or coercion
If you’re unsure whether your situation qualifies, we encourage you to contact us so we can discuss it with you.
How to request hardship assistance
If you believe you’re experiencing financial hardship, please contact our Support team by emailing:
In your message, let us know:
- What has changed in your financial situation, and
- Any supporting information you can provide.
What happens after you contact us?
Once we receive your hardship request, we’ll review your account and circumstances.
Where appropriate, we may temporarily pause collection activity while we assess your request, giving you time and space while we work through the next steps together.
What information may be required?
To fairly assess your hardship request, we’ll need supporting documents relevant to your situation. This helps us ensure we treat all customers consistently.
Depending on your circumstances, this may include:
- Recent bank statements (up to the last 6 months)
- Proof of income or employment (such as payslips, a contract, or an employer letter)
- Medical certificates or information relating to illness or injury (if applicable)
- Evidence of medical or essential living expenses
- Evidence of government assistance (if applicable)
- Employment termination or redundancy notices
- Other documents that help explain your circumstances
If you’re unable to provide certain documents, please let us know – we can discuss alternative options.
How long does the assessment take?
Once we receive your hardship request and supporting information, we’ll begin our assessment.
We aim to provide a written outcome within 21 days.
If we need additional information, this timeframe may be extended to 28 days from the date we request it.
What support options are available?
Every situation is different. Depending on your circumstances, support options may include:
- Adjusted repayment arrangements
- Temporarily reduced payment amounts
- Short-term repayment pauses
- Other tailored solutions where appropriate
Our goal is to find an option that’s realistic and sustainable for you.
If your hardship request is declined
If we’re unable to approve your hardship request, we’ll explain the reasons clearly in writing.
Even if a request is declined, we’ll provide a short period where no enforcement or collection activity takes place, giving you time to consider your options or discuss the decision with us.
If you’re unhappy with the outcome, you can contact our Support team to discuss it further.
Additional support services
If you’d like independent help, you may also wish to contact:
National Debt Hotline
- 1800 007 007 (Monday-Friday, 9:30 am - 4:30pm)
Free financial counselling and debt support.
Lifeline
- 13 11 14
24/7 crisis support for emotional distress.
1800RESPECT
- 1800 737 732
24/7 confidential support for family and domestic violence.