Frequently asked questions

HelpDesk Support

Do you offer customer support?

Yes, our iSupport team are here to help! To make it easy for you there are three options when contacting our team:

  • Phone: 1800 738 524
  • Email: helpdesk@infotrack.com.au
  • Online: If you would prefer, we call you, you can request a callback. Simply click on the “Request a callback” option on any transactional page and our team will give you a call.

Billing

How do I pay my invoice?

Managing your account and billing through InfoTrack is easy by utilising one of the below options:

  • Credit card: If you are an approved Administrator on your InfoTrack account, you can manage and pay invoices online by clicking on your username (located on the top right once logged in) and select Account.  You can also pay by phone on 1800 738 524 between 8:30am and 5:00pm (AET).  Please note that payments made this way will be subject to a surcharge.
  • Direct debit:  You can email us at finance@infotrack.com.au to set up direct debit on your credit card and you will automatically be charged as the invoice is raised and you will be sent a paid copy of the invoice as a receipt. Most payments will not induce a surcharge, however some exclusions apply.
  • EFT: You can transfer money to our Commonwealth Bank account, either electronically or from any bank branch. These details appear on the last page of any of our tax invoices. Please ensure that you include your client ID in the description section of the transfer. Remittance advices can be sent to finance@infotrack.com.au.
  • Cheque: You can send a cheque to our Sydney office to be processed for payment at GPO Box 4029, Sydney NSW 2001.  Please include the section on the last page of the invoice so that we can ensure your payment is allocated correctly.
Why can’t I see my accounts section?

You need to be an Administrator on your InfoTrack account to access your Accounts section. To become an administrator, have a current administrator email helpdesk@infotrack.com.au requesting permission.

Changing account information

I need to add new users to the account and delete users who are no longer to have access. How can I go about this?

You will need to have Administrator permissions to manage users on the Account. You can add, delete and edit users by clicking on your Username > Edit Details > Users.

I have lost my username and password. How can I get this information?

To retrieve your username and password, we require a written request for credentials from the email address linked to the user or an email from the account administrator. Once we have received the written request for login details, our support team will call your office to provide them over the phone.

Can I change how frequently I am invoiced?

Yes, we offer daily, weekly, fortnightly or monthly billing. Please email us at Finance@infotrack.com.au if you would like to change this.

How do I change My Business Name on my Account/ Invoices?

You will need to email our finance team at finance@infotrack.com.au the request to change your account name. They will send you change of account detail documents to fill out and return.

How can I access my invoices and statements online?

You can view, download and print your InfoTrack paid and outstanding invoices as required under My Account, Invoices.

How can I review payments and refunds?

Payments and refunds are located under the "Payments & Refunds" tab under My Account.