FAQs
How can we help you? Explore our frequently asked questions below
Why BillWill
BillWill Planner helps you create a comprehensive, personalised and digital Letter of Wishes to guide loved ones and executors or powers of attorney in the event of your death or incapacity.
No. BillWill is designed to be simple and easy to use. Our simple-to-use categorised list of 450+ Australian billers makes it easy to find bills, while our trained support staff take on the more than 50 hours of administrative burden it takes to manage these accounts.
If someone hasn’t set up a BillWill Planner before their death, BillWill Concierge helps those left behind find and leave instructions for the bills of the deceased. BillWill works closely with billing companies and manages the close or transfer of each account, ensuring you have more time to focus on the things that matter.
BillWill Concierge helps you manage the billing and subscription accounts of a deceased person.
No. BillWill is designed to be simple and easy to use. Our intuitive platform helps you create a comprehensive Letter of Wishes to guide and support those left behind. Helpful tips ensure you cover everything you need (including things you might have forgotten about), while Open Banking lets you find your bank accounts and bills in minutes. Ongoing management of your Letter of Wishes is light-touch, with changes to your bills, assets, and bank accounts automatically identified as long as your Open Banking consent is up to date.
A Letter of Wishes helps guide decision-making after your death or incapacity. It provides context for decisions made in a will, offers guidance on matters not typically included in a will, and holds information that may change more frequently than a will is usually updated. After your death, your executor can use the Letter of Wishes to fast-track probate and estate settlement while also helping to reduce the likelihood of disputes.
How Does BillWill Planner Work
After your death or incapacity, your letter of wishes—including a financial statement to help fast-track probate—is provided to your executor and Legacy Contact(s). BillWill then automatically begins managing your billing and subscription accounts, ensuring a smooth and efficient process.
Your Legacy Contact is the trusted person who helps initiate the process of managing your estate after your death or incapacity. If you have a will, we recommend nominating your executor or power of attorney as your Legacy Contact so they can easily confirm or update your instructions in line with your estate plan. If your Legacy Contact is not your executor or power of attorney, they simply provide the contact details of the person who holds that legal authority, ensuring your bills and subscriptions are managed correctly.
BillWill’s letter of wishes is digital, comprehensive, simple to create and share. Its intuitive modules allow you to build a letter on your own schedule and that’s right-sized for your estate needs. Using Open Banking means your bank account, billing and asset details can be automatically updated, while updating any other information is quick and simple. Unlike digital vaults, our team offers active support to handle the closure and transfer of bills.
After your death, the executor of your estate will have no additional guidance or up-to-date information on how to settle your estate. This includes decisions regarding your dependents, finding and managing your bank accounts and bills, creating a list of assets and liabilities as well as making decisions on what to do with any of your property or possessions not mentioned in your will.
If you’re old enough to make a will, you’re old enough to set up a BillWill Planner. There are tailored modules to suit any life stage from buying a house, having a baby, right until retirement.
You can set up your BillWill Planner anytime. The best time is today but creating a letter of wishes is especially relevant if you’re making or updating your will or estate plan or when you’re making important life decisions.
How Does BillWill Concierge Work
After someone’s death, if they did not ave an active BillWill Planner.
Anyone left behind can begin the process of managing a deceased person’s bills and subscriptions using BillWill Concierge. Depending on whether you’re a next-of-kin, an executor or a professional estate administrator, BillWill Concierge provides unique pathway for you to identify and provide instructions for the management of bills and subscriptions.
An estate’s executor ultimately needs to confirm bill and subscription management instructions and provide BillWill authority to engage with each biller on behalf of the estate. If the person who creates the BillWill Concierge is a next-of-kin or a professional estate administrator but not the executor, they will need to provide contact details for the executor to provide legal authority.
BillWill engages with each biller to determine what documentation needed to close the account. This documentation may include a death certificate, executor identification and authorisation to act on behalf of the estate. BillWill becomes the single place for executors to provide these documents, rather than dealing with each biller individually.
BillWill engages with each biller to determine what documentation needed to transfer the account. This documentation may include a death certificate, executor identification and authorisation to act on behalf of the estate. We also collect identification & authorisation from the transfer recipient. BillWill becomes the single place for executors and transfer recipients to provide these documents, rather than dealing with each biller individually.
BillWill reconciles each account and provides this list to the executor. BillWill can facilitate communication for payment from or to the estate.
BillWill Concierge costs $99 to deal with up to 10 bills.
We want to make sure the most important of a deceased’s bills are covered by BillWill Concierge, especially those where continuity of service is critical. To keep the cost as low as possible, BillWill Concierge is currently only able to cover 10 bills. We are aiming to increase this number in time. If you have a critical need to include more bills, please email us at enquiries@billwill.com.au to discuss custom options.
What is my BillWill Legacy Contact
If you have an executor or power of attorney in place, they are the best person to choose as your Legacy Contact. If this isn’t possible, BillWill will still function after your death or incapacity, but it may require additional communication and coordination between your Legacy Contact and BillWill to ensure everything is managed smoothly.
The role of a Legacy Contact is to notify BillWill of your death or incapacity. Your executor or power of attorney will either be a loved one or a professional who administers estates. After your death, they are responsible for confirming or updating your BillWill Planner instructions. We recommend that your Legacy Contact be your executor and/or power of attorney to streamline the process.
No. But you can change your Legacy Contact any time from your BillWill dashboard.
The only person that can see your billing and subscription details is your executor after your death or your power of attorney in the case of you incapacity.
Nothing. There is no costs or payment after your death for BillWill to enact your instructions.
You can change your Legacy Contact at any time from your BillWill dashboard.
The executor of your estate is the person or organisation responsible for carrying out the instructions in your will after your death. This includes managing your assets, collecting any debts owed to you and paying any liabilities or expenses. You nominate an executor when you create a will and it is best practice to select your executor as your BillWill Legacy Contact. If you have not created a will and nominated an executor, we recommend undertaking this alongside setting up your BillWill.
BillWill works with a number of estate lawyers and will-solution providers and can recommend options for you to explore as suits your circumstances. Please email enquiries@billwill.com.au to learn more.
You can learn more about the role of an executor here.
Your Legacy Contact is the person who informs us of your death and receives a copy of your Letter of Wishes. Each year, BillWill sends your Legacy Contact a reminder of their role. We recommend including the fact that you have a Letter of Wishes in your will, ensuring your executor, power of attorney, and loved ones are aware of the help available to them when the time comes.
Your power of attorney is the person(s) responsible for managing your legal and financial affairs in the case of your incapacity. This includes managing your assets, collecting any debts owed to you and paying any liabilities or expenses. Generally, people nominate a power of attorney when they are making or updating their will or estate plan and it is best practice to select your power of attorney as your BillWill Legacy Contact. If you have not nominated a power of attorney, we recommend undertaking this alongside setting up your BillWill.
BillWill works with a number of estate lawyers and financial and estate plan providers and can recommend options for you to explore as suits your circumstances. Please email enquiries@billwill.com.au to learn more.
You can learn more about the role of an executor here.
What is Open Banking
Open Banking gives you the ability to share your banking data with third parties like BillWill that are accredited by the ACCC. It was introduced after the Australian Government passed legislation, called the Consumer Data Right (CDR) that gives you control over your own data even if that data is held by another entity (such as a bank or utility company).
Yes, there is no safer way to share your financial data. Open Banking is subject to the strictest data safety and privacy policies in Australia. BillWill and other companies involved in the process of delivering BillWill’s Open Banking service are accredited by the Australian Competition and Consumer Commission and complete extensive ongoing compliance to the Consumer Data Right Rules. More information Open Banking regulation can be found on the government’s CDR website.
The CDR is an opt-in system. BillWill can only collect your data while you have provided an up-to-date consent for each data type. Open Banking consents with BillWill need to be updated every 12 months. BillWill asks for consent to collect, use and disclose your Open Banking data. BillWill only discloses your data to a specialised and regulated Outsourced Service Provider for the purposes of creating and maintaining data safety and enrichment processes.
BillWill only collects and keeps the data we need to reduce the administrative burden after your death. This is called the ‘data minimisation principle’. Specifically, BillWill collects your Transaction Data. This means BillWill cannot access your Customer Data, Account Data or Product Specific Data.
Almost all Australian banks and deposit holders use Open Banking.
How Do I Set Up My BillWill Planner Using Open Banking
Set up time varies between 5 and 25 minutes. This depends on how many bank accounts you want to connect, how much transaction data are available from each bank account and how many bills you want to include. You can save your progress at any point and come back later.
Sometimes Open Banking data shared by your bank is incomplete or incorrect. This makes it harder for BillWill to identify all the bills you pay. But don’t worry, you can add bills manually in the My Bank Account & Bills module.
The data we receive from different banks isn’t always consistent or complete, but it’s getting better all the time. As long as you can identify the bill, you can add it to your BillWill even if some elements of the data are incorrect. If you experience this issue, please let us know by emailing enquiries@billwill.com.au, and we can fix the issue to reduce the chance of it happening again.
If your bank isn’t immediately available, you can search for banks using the ‘More banks’ button. If you still cannot find your bank, you can add your billing and subscription accounts using BillWill’s manual upload. You can also contact your bank and ask if they are listed under the Consumer Data Right.
Some bank’s do not yet provide for joint accounts to be listed under the Consumer Data Right. You can contact your bank and ask if they list joint accounts under the Consumer Data Right. If you still cannot find your joint account, you can add your billing and subscription accounts using BillWill’s manual upload.
Each bank has their own interface for Open Banking consent and sharing. BillWill send you to your bank’s platform to complete the account connection process. This interface should look and feel like how you normally access your digital banking.
This is your bank’s secure bank environment and not BillWill’s environment. This keeps your data safe, but it means that any issue here is with your bank. You can:
– Try again in 1 hour
– Contact your bank for support
– Email enquiries@billwill.com.au and we will work find a resolution together
This is your bank’s secure bank environment and not BillWill’s environment. This keeps your data safe, but it means that any issue here is with your bank. You can:
– Try again in 1 hour
– Contact your bank to check or update your primary password and contact device
– Email enquiries@billwill.com.au and we will work find a resolution together
We have listed the help centre contact details and webpages for the top banks below. If your provider is not listed below you can search for their Open Banking help pages online.
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ANZ |
ANZ App or Internet Banking help can be found here Internet Banking for Business help can be found here Contact ANZ on 13 13 14 |
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Bankwest |
Feedback or complaints form Customer Help Centre 13 17 19 |
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Bank of Melbourne |
Intenet Banking help can be found here Contact BOM Support on 13 22 66 Feedback or complaints eforms.bom |
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Bank of Queensland |
Make a compliant here Contact BOQ Support on 1300 55 72 72 |
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Bank SA |
Feedback or complaints eforms.banksa Contact Bank SA Support on 13 13 76 |
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Beyond Bank |
Telephone: 13 25 85 Email: contactus@beyondbank.com.au |
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Commbank |
Make a complaint here or call 1800 805 605 Contact Commbank support on 13 2221 Contact Commbiz support on 13 2339 |
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HSBC |
App or Internet Banking help can be found here Contact HSBC Support on 1300 308 188 Open Banking help |
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ING |
Contact ING Support cdrenquiry@ing.com.au ING customer care: Phone: 133 464 Email: Customer.service@ing.com.au |
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NAB |
App or Internet Banking help can be found here NAB Contact centre on 13 22 65 |
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P&N Bank |
App or Internet Banking help can be found here For bcu customers, by calling us on 1300 228 228 or emailing us at any time at mail@bcu.com.au. For P&N Bank customers by calling us on 13 25 77 or emailing us at any time at info@pnbank.com.au. |
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Macquarie Bank |
Contact on 1800 806 310 Email: transact@macquarie.com. |
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St. George |
Internet Banking help can be found here Contact St. George Support on 13 33 30 Feedback or complaints eforms.stgeorge |
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Suncorp |
Internet Banking help can be found here Online enquiry here Contact Suncorp Support on 13 11 55 |
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Virgin Money |
Internet Banking help can be found here Phone: our Customer Care Team on 13 81 51 Email: ask@virginmoney.com.au |
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Westpac |
Contact Westpac on 132 032 |
This can occur when there is a delay in your bank sharing your Open Banking data. After 5 minutes, if your bills are still not loading, you may wish to try disconnecting and reconnecting the bank account. If the issue persists, please email enquiries@billwill.com.au.
How Do I Set Up a BillWill Planner or Concierge Using My Billing Details
Set up time varies between 5-minutes and 1 hour depending on the number of bills to be added to your BillWill.
Gathering all the bills and subscriptions you wish to include together prior to starting will make this process faster and easier. You can save your progress at any point and come back later. If Planner customers connect their bank accounts using Open Banking, they will not need to pre-gather all their bills and subscriptions while set up can take less than 10 minutes. Open Banking functionality for BillWill Concierge is coming soon.
Provider name and account/customer number are the most important details for us to identify a bill. Your date of birth and the date and amount of your last payment are also helpful.
If it’s a phone bill, then the phone number. If it’s a utility bill, then the relevant address. The more information you provide, the easier it is for us to deliver a quick and simple experience for those trying to manage your bills if something were to happen to you. We have strict privacy and security protocols for the management and storage of this data. Your Legacy Contact cannot view the details of your BillWill.
BillWill already includes more than 450 Australian billing companies. But we have not listed every provider and new products and services are coming to the market all the time. If you can’t find the company you’re looking for, you can easily add it through the Review my BillWill section in the dashboard. Each new company is reviewed, verified and added to BillWill’s list for other customers to choose (with our thanks to you!).
Go to ‘Review my BillWill’ in your dashboard, scroll to the bottom of your bill list and select ‘Add a Bill’. You can add any biller by category or choose the “other” category. Don’t worry if the biller isn’t listed, once you provide the bill’s details it will be verified and added to your BillWill. You can add any type of bill or subscription to your BillWill, as long as the company does business in Australia.
Identity, Privacy and Data Security
To complete account transfers or closures while actioning the BillWill Planner and Concierge products, you or other parties (executors, powers of attorney, transfer recipients and others) may need to provide documents to BillWill. These documents may relate to proof of identity or role (i.e. proof of executorship) or account identifiers. BillWill strictly follows rules regarding personal information set out in the Privacy Act 1988. BillWill has created a secure document upload process, which will be provided as documents are needed and only to individuals necessary for the document provision. We do not accept these documents via email or post. To access the secure document upload process, you will receive a link via email from billmanagement@billwill.com.au, click this link and use the document upload functionality where you can provide digital copies of each document and provide categories and notes to each.
The Australian government provides guidelines for adequately identifying someone in an online situation. A user must provide more than 100 points of ID including at least one primary document from the list below:
Primary documents (70 points)
– Passport (current or expired within last 2 years but not cancelled)
– Full original Australian Birth Certificate or Birth Card
– Australian Citizenship Certificate
Secondary documents (40 points)
– Current Australian Drivers Licence
– Current Australian Boat Operator’s Photo Licence
– Current Australian Firearms Licence
– Current Australian State or Territory Proof of Age/Photo Card
– Australian Defence or Police photo id card
Secondary documents (25 points)
– Medicare Card
– Bank ATM or Credit Card
– Motor Vehicle Registration Papers
– Motor Vehicle Insurance Certificate
– Department of Veterans Affairs Card
– Property (Council) Rates Notice
– Property Lease Agreement
– Home Insurance Papers
– Utility Bill; eg: Electrical, Water, Gas
– Bank Statement/s
We take your data security seriously and implement multiple layers of protection to ensure your information remains safe. Here’s how we do it:
✅ Encryption: Your data is encrypted both in transit and at rest, using industry-standard encryption protocols.
✅ Access Control: Only authorised personnel have access to your data, and strict authentication measures are in place.
✅ Regular Audits: We conduct security assessments, vulnerability testing and penetrating testing to identify and address potential risks.
✅ Compliance: We adhere to data protection regulations and industry best practices to keep your information secure.
✅ Anonymisation & Minimal Data Collection: We collect only the necessary data and anonymise it whenever possible.
If you have any concerns about your data security, feel free to contact us a enquiries@billwill.com.au.
Account Set Up & Log In
Please email enquiries@billwill.com.au. We will need to verify your identity directly before changing a linked email. This is for your protection against identity fraud.
If you’re not receiving an email with the verification code when registering your email address, it may be that:
- Your email address was not entered correctly.
- The email went to your spam, junk, or other folders. Please check these folders.
- You have spam filters in place. In this case, please try again after temporarily disabling them. This includes filters for blocking emails that contain URLs, blocking emails from PCs, etc.
- You have settings in place to only receive emails from certain domains. If you have domain filters in place on your email client, make sure that you allow emails from the domain “billwill.com.au”.
If the issue persists after checking the above, please try clicking ‘Resend verification code’ to send the confirmation email again. And if you’re still having trouble, please email enquiries@billwill.com.au.
There are a few possible reasons for this problem:
- You may have used an outdated verification code. The verification code is valid for 1 hour. Please request a new code.
- Each request for sending a new code invalidates the existing code. Please try again with the latest code.
- You may have exceeded the maximum number of verification attempts. The verification code is invalidated after 3 failed attempts. Please request a new code.
- You have requested too many codes. You can request up to 10 verification codes in 24 hours for each email address. If this limit is reached, the email verification process for this email address is blocked. Please wait 24 hours to request another code.
For more urgent attention, or if any of these suggestions do not work, please email enquiries@billwill.com.au.
Go to your BillWill dashboard and click the Settings Icon on the top right then select the ‘Password’ tab. You will be taken to a screen where you can update your password. If you’ve forgotten your current password, you can ask for a password reset by clicking the reset link near the bottom of the screen.
Make sure you’re entering the correct email address and password when trying to log in. Check for typos and make sure the caps lock key isn’t turned on.
If you’re not sure what your login credentials are, try resetting your password by clicking the ‘Forgot Password’ link below the login. If you’re still having trouble, please email enquiries@billwill.com.au.
Please email enquiries@billwill.com.au. We are here to help.
Account Management
To close your account and delete your data, please mail enquiries@billwill.com.au.
Go to your BillWill dashboard and click the settings icon on the top right then select the ‘Billing’ tab. You will be taken to a screen where you can update all of your payment details. If you wish to delete a payment method, you will need to add an alternative first.
Go to your BillWill dashboard and click the settings icon on the top right then select the ‘Password’ tab. You will be taken to a screen where you can update your password. If you’ve forgotten your current password, you can ask for a password reset by clicking the reset link near the bottom of the screen.
You can change your Legacy Contact at any time. Using the ‘My Legacy Contact’ section of you BillWill dashboard, you can invite a new Legacy Contact, who will replace the prior contact on the new contact has accepted.
Go to your BillWill dashboard and click the settings icon on the top right then select the ‘Connected accounts’ tab. You will be prompted to transfer to our secure data partner, where you can add or revoke account consents at any time.
In the My My Bank Account & Bills module, you can review your BillWill at any time. In the ‘Review my BillWill’ section you can delete or change the details of any bills or add the details of a new bill.
In the My My Bank Account & Bills module, you can review your BillWill at any time. In the ‘Review my BillWill’ section you can select ‘Edit’ to review the details of any bill and update your instructions to either: ‘to be closed’ or ‘to be transferred’.
Go to your BillWill dashboard and click the settings icon on the top right then select the ‘Connected accounts’ tab. You will be prompted to transfer to our secure data partner, where you can add or revoke account consents at any time.
Contact
If you think you’ve received any communication from BillWill that seems out of the ordinary, do not click on any links or attachments in the email.
Please email enquiries@billwill.com.au and we can verify the source and purpose of the email.
Please send the details of your concern and preferred contact method to enquiries@billwill.com.au and we will be in touch ASAP.
We’re sorry to hear we haven’t met your expectations. Please send the details of your concern and preferred contact method to complaints@billwill.com.au and we will be in touch ASAP.
Please email enquiries@billwill.com.au. We are here to help.
