See exactly what you owe
The full breakdown — original business, amounts, dates and supporting documents. If something looks wrong, you can question it right there.
For customers
Received a message from Recovia?
Take a breath — you're in the right place, and sorting this out is probably easier than you think. No queues, no pressure, no judgement. Most people resolve their account online in under ten minutes.
You'll need the reference number from your email, SMS or letter.
First things first
Check it's really us.
Scammers impersonate debt collectors. Real messages from Recovia will always:
- Come from recovia.com.au email addresses or our verified SMS sender ID
- Name the original business you owed, with an itemised amount
- Link only to account portals on recovia.com.au — never ask for payment by gift card or crypto
- Never threaten arrest, jail or immediate legal action
Unsure? Don't click anything. Call us on 1300 000 462 or check with the original business directly.
Your options
Everything can be done online, on your terms.
Pay in full or in part
Card, Apple Pay, Google Pay, PayTo or BPAY. Instant confirmation and a receipt straight to your email.
Set up a payment plan
Weekly, fortnightly or monthly — aligned to your payday. Change the date or amount later, and catch up on a missed instalment without penalty.
Ask about a reduced settlement
Depending on the account, a discounted lump-sum settlement may be available. If it is, you'll see the offer clearly in your portal.
Apply for hardship support
If things are genuinely tough, tell us. A short, respectful form — and all collection activity pauses while we assess it. That's your right, and we build it in.
Dispute the debt
Don't recognise it, or think the amount is wrong? Lodge a dispute with any documents you have. The account goes on hold while we investigate.
Your rights
Know where you stand. We'll hold ourselves to it.
Contact hours are regulated
We only call within the hours allowed by the ACCC/ASIC debt collection guideline — and never on national public holidays.
You choose the channel
Prefer email over calls? Set it in your preference centre and we'll honour it. 'Do not contact me by phone' means exactly that.
Hardship pauses everything
While a hardship notice is being considered, collection activity stops and no default is listed. This isn't a favour — it's the law, and it's coded into our platform.
Complaints have teeth
If we get something wrong, complain — we acknowledge and resolve within regulated timeframes, and you can escalate to AFCA or your state fair-trading body at any time.
Common questions
Answers, in plain English.
Why is Recovia contacting me instead of the company I owe?
The business you had the account with asked us to manage it on their behalf. The debt itself hasn't changed — same amount, same origin. We're just the (much friendlier) team helping you sort it out.
Will this affect my credit score?
Working with us directly won't hurt your credit file — and resolving the account is the best way to protect it. If you're worried about a listing, message us through the portal and we'll explain exactly where your account stands.
I can't afford anything right now. What should I do?
Tell us — that's genuinely the best move. A payment plan can be as small as your budget honestly allows, and if you're in hardship, the hardship flow pauses everything while we work it out. Free financial counselling is also available on 1800 007 007 (National Debt Helpline).
Is my information safe with you?
Your data is stored in Australia, encrypted, and handled under the Privacy Act. We verify identity before discussing any account, and we never share your details with anyone who isn't entitled to them.
Rather talk to a person?
Our Sydney-based team is here Monday to Friday, 8:30am–7pm AEST. No scripts designed to corner you — just people whose job is to help you resolve this.
Free, independent help: National Debt Helpline 1800 007 007 · Lifeline 13 11 14
Are you a business looking to recover debt? See how Recovia works with creditors.