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FAQ

FAQs for Yellow Pages Digital

Let us help you with your digital advertising.

Yellow Pages Digital Let us help you with your digital advertising.

Where will my advertising appear? We can put you in front of customers no matter how they search. As well as being listed in the Yellow Pages online directory, we’ll give your listing to search engines such as Google, Bing and Yahoo!7, mapping sites such as Whereis and Google maps, plus Voice Directories such as 1234 Call Connect and a range of other specialty sites. We’ll also make sure your ad reaches customers using devices like smart phones and tablets.

What is the Targeting Add-on? The targeting add-on allows your listing to be seen by customers in additional locations. These locations are defined by our advertising area codes, which can be viewed here.

How can I track the effectiveness of my advertising? Our monthly reports make it really easy to monitor the performance of your advertising. If you utilise our Thryv Australia Call Tracking Program, we can measure the number of calls made to your business as a result of customers viewing your ad. There are lots of important statistics captured in your report, making it really simple to see a return on your investment.

Click for more FAQs about Call Tracking and Reporting.

How do I get a Free Ad in the Yellow Pages? To request one, just click here. It’s that easy.

Once you’ve finished setting up your Free Ad, it’ll appear across a range of Thryv Australia products. When looking for it in the Yellow Pages, you’ll be able to find it by searching for your industry.

Please note: You can only request one Free Listing per business and address. This helps us make sure there are no double-ups in our online directory. Submitting a request for a Free Ad will not get you printed in the Yellow Pages book. If you would like to request a free Yellow Pages Print ad please call 1800 006 910.

If you choose to accept a Free Ad, this is subject to compliance with Thryv Australia Advertising Rules, and is at Thryv Australia’s absolute discretion.

How does Thryv Australia manage my listing information? We are sometimes asked how we manage the data – as in your contact details – sent to us by telecommunications service providers for publication. At Thryv Australia we adhere to the Privacy and Telecommunications Acts, and do our utmost to protect personal information.

FAQs for Yellow Pages Print

Let us help you with your digital advertising.

Yellow Pages Print Every business is proud of what they’ve achieved. For us, it’s the Yellow Pages Book. Though we’ve now grown into many bigger things, it’s still a big part of who we are. After all, it’s been delivering Australian businesses directly to customers’ doors for over 80 years and still brings home strong results for our customers.

What are the Yellow Pages Book close dates?Please check our book close dates here to be sure you lodge your advertisement with us in time

What is an Ad Size code? An Ad Size code is a summary of the attributes of the print product you have purchased. Our Ad Size codes can be viewed here.

When can I make changes to my advertisement? You can make changes up until the book closure date.

Will I get to proof read my advertisement? If you are supplying artwork for your Yellow Pages listing, please ensure that your files conform to our guideline:

Artwork Guidelines for Yellow Pages Display Advertising

Artwork Guidelines for Yellow Pages Awareness Advertising

Supplying files that align with these guidelines not only ensures we can publish your listing without delay, but ensures that your advertisement looks the best it possibly can.

I haven’t received a copy of my Yellow Pages print directory this year. How can I order a copy? You can order copies of our directories at: https://www.directoryselect.com.au

Who can I contact to make a complaint about the delivery of books in my area? You can contact our Book Orders team to make a complaint regarding distribution of our phone directories by emailing us at bookdelivery@sensis.com.au

How does Thryv Australia manage my listing information? We are sometimes asked how we manage the data – as in your contact details – sent to us by telecommunications service providers for publication. At Thryv Australia we adhere to the Privacy and Telecommunications Acts, and do our utmost to protect personal information.

FAQs for Ratings and Reviews

Why has Yellow Pages® introduced Ratings & Reviews? Displaying Ratings and Reviews on your Business Profile Page, allows businesses and customers to gather more information about, and gain a better understanding of, each other. Ratings and Reviews can help customers make better, informed decisions as to the exact business or service they require; while businesses can have much greater exposure on the web. Reviews on your Business Profile Page will also enable word of mouth to work as a powerful advertising tool for Yellow Pages® business users, potentially leading to more business lead opportunities.

How do I reply to a negative review left for my business? You don’t have to be a paid advertiser to respond to a review. If you are a paid advertiser you can register for access through the Yellow Pages® customer centre. Creating an account through Customer Centre will not only let you respond to reviews but also edit your ads, measure your performance and manage your bills. If your business has a free listing on Yellow Pages® for security purposes we will need to verify that you are the authorised representative for that business, once verified your account will allow you to respond to reviews.

If you would like to respond to a review that has been left for your business, navigate to your businesses profile page, underneath each individual review there will be an “advertiser response” link, click this link and you can either login if you have an existing account or register.

For more information, please read our helpful article on ‘How to respond to negative reviews’.

If you have any trouble registering you can contact Customer Care on 1800 359 321.

If I get a negative review, can I remove it? We accept both positive and negative reviews, however request that they be authentic and helpful. Remember not every business will get good reviews all the time. The best way to deal with negative reviews is to respond quickly and turn a negative into a positive. If appropriate, apologise for their experience, and address the issue. By doing this, people are likely to see a visible demonstration of how much you care about your customers satisfaction through your response and actions.

We will remove reviews that are both flagged as inappropriate and, in our opinion, contravene our Review Guidelines. This includes reviews that contain inappropriate content in contravention of the guidelines (such as unlawful content), reviews that appear to be fake or bias, or have been solicited using payments. If as an advertiser you believe that the review contravenes our guidelines, they should click the link next to each review ‘Flag as inappropriate’, login and provide details in the form describing why the review should be taken down.

The Review Guidelines (as well as the Yellow Pages® Ratings and Reviews terms) are published on the Yellow Pages® site.

Can I write reviews myself? Yes, business owners are welcome to write reviews on other businesses and to respond to reviews of their own services. A business owner or employee should not write reviews for the business they work for. If you do, it could be interpreted as false and misleading. With all reviews we require users to login to write reviews in an effort to keep reviewers honest.

You can use your Facebook or Google account to easily log in to Yellow Pages®, and you will be required to authorise Yellow Pages® to access your basic details i.e. your email address and your location details the first time you log in. We’ll use your location details in the future to optimise your search experience. We only use Facebook as a means to allow users to login to the Yellow Pages® site with ease and will not post details to your wall and we don’t share these details with anyone.

Will I get notified of a new review when someone posts it? No, you will need to look on your Yellow Pages® Business Profile Page to see the reviews written about your business. However, notification tools and other business user features are planned for the next phase of development for the Reviews section; we appreciate your patience in the interim.

FAQs for White Pages Digital

How can I have my business listed in the White Pages directory? To have you business listed in the White Pages you can enquire here.

Please note: You can only request one Standard Entry per business and address. This helps us make sure there are no double-ups in our books, or online.

If you choose to accept a Standard Entry, this is subject to compliance with Thryv Australia Advertising Rules, and is at Thryv Australia’s absolute discretion.

Alternatively you can contact White Pages Customer Care on 1800 810 211.

How do I supply electronic artwork for my White Pages listing? Thryv Australia has developed specifications for electronic files to ensure the best quality is achieved from customer supplied electronic files. Meeting these standards helps ensure files are processed correctly the first time.

Please view our guidelines for supplying electronic artwork.

How can I make changes to my business listing in the White Pages directory? You can contact White Pages Customer Care on 1800 810 211 to discuss changes to your listing details.

I am looking upgrade my business listing in the White Pages. What are my options? Click here to see how we can enhance your exposure across our entire network.

How does Thryv Australia manage my listing information? We are sometimes asked how we manage the data – as in your contact details – sent to us by telecommunications service providers for publication. At Thryv Australia we adhere to the Privacy and Telecommunications Acts, and do our utmost to protect personal information.

FAQs for White Pages Print

What are the White Pages Book close dates? Please check our book close dates here to be sure you lodge your advertisement with us in time.

How can I have my business listed in the White Pages directory?To have you business listed in the White Pages you can complete a request here.

Please note: You can only request one Standard Entry per business and address. This helps us make sure there are no double-ups in our books, or online.

If you choose to accept a Standard Entry, this is subject to compliance with Thryv Australia Advertising Rules, and is at Thryv Australia’s absolute discretion.

Alternatively you can contact White Pages Customer Care on 1800 810 211

Standard Entry listing example:

How do I make changes to my residential listing that appears in White Pages? To make changes to your White Pages residential listing you’ll need to contact your landline service provider or mobile phone service provider (depending on the number you wish to change). White Pages cannot make changes to residential contact information without the advice of your service provider.

What are the guidelines for supplying artwork for my listing? If you are supplying artwork for your White Pages listing, please ensure that your files conform to our Artwork Guidelines for White Pages.

Supplying files that align with these guidelines not only ensures we can publish your listing without delay, but ensures that your advertisement looks the best it possibly can.

What do we do with our old books when the new ones arrive?Yellow Pages and White Pages books can be recycled through your household kerbside collection, or commercial collection service if you are a business, and you have an appropriate commercial collection arrangement. In 2011/12, 98% of survey respondents around Australia recycled (76%) or reused (22%) their old books*. For more information on recycling in your local area, visit recyclingnearyou.com.au.

*Results excluded the proportion of respondents who indicated they did not know if they had disposed of, recycled or reused their books.

How do I cancel my enhanced White Pages listing?You can cancel your White Pages business listing by calling 1800 810 211

Please note that the annual charge will still apply for any White Pages network or print product. In other words, if you cancel part way through a directory year, any remaining portion of the annual charges for that year will need to be paid and will not be refunded.

Please check our White Pages Book Closing Dates to be sure you lodge your advertisement with us in time.

A Standard Entry of your business will still be listed in the White Pages.

I haven’t received my copy of the White Pages phone book this year. Where can I order one? You can order copies of our directories at: https://www.directoryselect.com.au

Who can I contact to make a complaint about the delivery of books in my area? To make a complaint about the distribution of our phone directories, please contact our Book Orders team by emailing us at bookdelivery@sensis.com.au

How does Thryv Australia manage my listing information? We are sometimes asked how we manage the data – as in your contact details – sent to us by telecommunications service providers for publication. At Thryv Australia we adhere to the Privacy and Telecommunications Acts, and do our utmost to protect personal information.

FAQs for White Pages Caller ID

Introducing the new caller identification feature in the White Pages app

What is the White Pages smartphone app? The White Pages smartphone app provides contact details for people, businesses and government departments across Australia.

What is the new caller ID feature in the White Pages smartphone app? White Pages provides convenient access to one of the most comprehensive, accurate, and current database of contacts in Australia. White Pages sought to leverage this database to help users by developing a new caller identification feature in its smartphone app. Incoming calls from Businesses and Government organisations listed with White Pages will be identified, so users can answer those unrecognised numbers with confidence.

What does the White Pages caller ID feature do? Once you have the White Pages app installed on your smartphone, anytime you receive a call from a phone number you don’t have stored in your own address book, White Pages will try to identify it for you. If it belongs to a Business or Government organisation listed with White Pages, we’ll let you know by displaying this information on your smartphone.

How will it help me? What happens when you receive a call from a number you don’t recognise? Are you likely to ignore it completely? We want to help you gain control over your phone calls. By identifying those incoming calls, White Pages is allowing you to make informed decisions about which calls you take.

How will it benefit my business? For many businesses, chasing customers through unanswered phone calls can become a big waste of time. We want to change that by helping you and your customers connect with ease. If your numbers are being identified by our smartphone app, there is a far greater chance that your customers will answer your phone calls. And if they miss your call, they are likely to ring you back because they know exactly who they are contacting on the other end of the line.

I don’t want my business to be identified by the White Pages app – can I opt-out? If you don’t want your outgoing calls to be identified by our app, you can request to have your number removed from this feature. Simply call us on 1800 810 211 or complete the short form here. Your request will be assessed within 10 business days and we will notify you of the outcome.

Your personal information will be used to process your request and in case we need to contact you about your request. Thryv Australia’s Privacy Policy contains information about how you may access and seek correction of personal information, about how you may complain about a breach of the Australian Privacy Principles and how Thryv Australia will deal with complaints – https://corporate.thryv.com.au/privacy. Your personal information may be disclosed outside of Australia as set out in Thryv Australia’s Privacy Policy.

Bill Support

General Billing

Where can I view my bill in myAccount? You can view your most recent Thryv Australia product bill via the Bills page in myAccount.

Can I play my bill online? To arrange for payment of your Thryv Australia product bill, please visit the Bill Payment page in myAccount.

For Billing Enquiries, you can also call us on 1300 002 986.

Why has my digital advertising charge increased since my last bill? This can happen in a few different situations

Upgrade: If you’ve upgraded your digital advertising, the price will go up accordingly.

New advertising: If you’ve asked for new digital advertising, which has gone live since your last bill, this charge will be added to your bill.

Pro-rata charging: We only charge for digital advertising when it’s live. In most cases, when a digital advertising charge is greater than expected, it’s because the current bill includes charges for the previous month that didn’t make it onto that month’s bill. This can happen when new digital advertising goes live after the monthly invoice is prepared. For example, if your billing cycle is the 10th of every month and a newly purchased digital product goes live on the 20th of that month, pro-rata charges will be displayed on your next bill on a separate line item. You can check the dates you’ve been charged for under the Charges section on your bill.

Why has my digital advertising charge decreased since my last bill? This can happen in a few different situations

Downgrade: If you’ve downgraded your digital advertising, the price will go down accordingly.

Cancelled advertising: If you’ve cancelled some advertising since your last bill, this charge will be removed from your bill.

Pro-rata charging: We only charge for digital advertising when it’s live. So your previous bill may have been higher than your current one because it contained the usual monthly charge for digital plus a portion of the previous month (if the advertising went live after that month’s bill was prepared). For example, if your advertising went live in June after that month’s bill was prepared, your July bill would contain charges for July plus some of June. And your August bill would be smaller in comparison.

The amounts on my bill don’t match the amounts on the contract I signed. What’s going on? If your marketing solution contains advertising across different media (digital, print etc), these may be fulfilled in different time frames. As a result your first few bills may not exactly match the amounts in your contract as your advertising is progressively completed and begins charging accordingly.

My bill is showing a ‘Payment Processing Fee’. What’s this? If you pay by credit card, you may be charged a Payment Processing Fee, which will be included on your next Thryv Australia bill. Currently, this fee is 0.64% (including GST) of the total payment amount for Visa, MasterCard and American Express and 1.85% (including GST) of the total payment for Diners. To check out other methods of payment, see the ‘How to pay’ section of your bill, or call us on 1300 002 986.

What’s the difference between my ‘Account Number’ and ‘Customer Number’ on my bill? Your Account Number is unique to the products displayed on your bill. Your Customer Number is unique to your business ABN. This means you can have multiple accounts under a single Customer Number, but you can only ever have one Customer Number per ABN.

How do I update the Credit Card details linked to my Direct Debit? If you have set up Direct Debit to pay your bills, you can update the Credit Card details via the ‘Update’ link that appears in the Account Summary on the My Bills page.

I’ve just set up Direct Debit & now I can see $1.00 charged against my Credit Card? Whenever your Credit Card details are entered or edited in our system, we must verify these details with your card issuer before we can complete your Direct Debit setup.

The way we confirm the validity of your Credit Card details is to temporarily charge $1.00 to your account (this is a standard industry practice often known as a pre-authorization).

The $1.00 amount will never actually be withdrawn from your account – instead the charge is automatically cancelled by your card issuer within 7 days.

Late Fees

What is a Late Payment Fee and when does it apply? If payment isn’t made by the expected due date, you may be charged a Late Payment Fee.

Does the late Payment Fee apply to all customers? Yes. The easiest way to avoid Late Payment Fees is to set up monthly direct debit payments from your credit card or bank account.

Can the Late Payment Fee be charged more than once? Yes. It can be a recurring cost each month until the invoice is paid in full. For example, if a $40 Late Payment Fee has already been charged and the invoice is still not paid the following month, an extra $40 will be charged.

How can I tell if I’ve been charged a Late payment Fee? If you’ve incurred a Late Payment Fee, you’ll see it itemised and displayed in the Charges section of your monthly invoice.

If I’m disputing some of the items on my invoice and the due date for payment passes, will I still be charged a Late Payment Fee? This can happen if you haven’t taken the right steps. To avoid the fee in this situation, you must call the Customer Care team on 1300 002 986 before the due date.

If I have difficulty paying my invoice on time, because of financial hardship or other reasons, will I still be charged a Late Payment Fee?It will happen if you don’t take the appropriate steps. We understand that any business can sometimes have difficulty paying an invoice on time. So if this happens, please call our Customer Care team on 1300 002 986 before the due date to discuss payment arrangement options.

Your Bill Explained

  1. Invoice Number. The Invoice Number is the unique number used to identify this particular invoice. So every invoice gets a different number. If you call Thryv Australia about a specific invoice, make sure you have the Invoice Number and your Account Number handy.
  2. Invoice Date. This is the date your invoice was produced. If any payments or adjustments are made to your account after this date, they’ll appear on your next invoice.
  3. Customer Account Number. This number is unique to your business ABN. A single Customer Account Number can have multiple Account Numbers associated with it, but each ABN can only ever have one Customer Account Number.
  4. Customer Number.
  5. All Enquiries number. This is the toll free number to call if you have any questions about your bill.
  6. Payment due date. This is the date your bill needs to be paid by. You need to pay the Amount To Pay figure on or before this date to avoid late payment fees. If you pay by direct debit, late payment fees don’t apply and there’s no payment due date displayed.
  7. Summary. This section gives you an overview of what’s happened since your last invoice. It includes payments you’ve made, new charges (and GST) you’ve accrued, adjustments that have been made, and the amount you need to pay for this invoice. You’ll find more details about these transactions in the sections below the summary.
  8. Opening Balance. This is the amount to pay from your previous invoice.
  9. Payments/Adjustments Incl GST. This is the total of all payments and adjustments made since your previous invoice.
  10. Charges. This totals all the new product charges (excluding GST) you’ve accrued since your last invoice.
  11. GST on Charges. This is the GST charged on this invoice for the product charges.
  12. Amount to pay. This is the total amount you need to pay. It includes all adjustments, GST and any outstanding amounts from previous invoices.
  13. Payments/Adjustments. Here you’ll see details of the payments made on your last invoice including the amount and method of payment. It also includes any adjustments applied to the billing account.
  14. Charges. This gives you details of the current product charges for the billing period. It includes the date of the charge, the product, the actual charge and the GST component.
  15. How to Pay. This section outlines the payment methods available to pay your bill. To avoid late payment fees and to ensure your bill is paid on time every time we suggest you set up Direct Debit Payments via credit card or a nominated bank account.

Beware of fake bills and scams targeting Thryv Australia customers

Phishing attacks can take many forms, but they all share a common goal – getting you to share sensitive information such as login credentials, credit card information or bank account details.

Some of our customers have been receiving phishing/ scam emails pretending to be from Thryv Australia, asking them to pay their bill by clicking on imposter links or downloading malicious attachments. DO NOT click on these links or attachments.

Warning signs the email is not from Thryv Australia

An email is not from Thryv Australia if it asks you:

  • for your credit card details or bank details
  • for your login credentials to your Sensis account
  • for any personal or sensitive information
  • to click on an attachment to view your bill – our emails never include your bill as an attachment

Here is an example of a scam email

If the email you received contains the above information, it is not from Thryv Australia.
If you can’t tell whether an email / bill is legitimate or not, you can verify your bill and account number by logging into our customer portal or calling us on 1800 359 321.

How do I protect myself from email scams?

Tips to help protect yourself:

  • If you encounter anything that asks for personal or financial information, double check by calling up the organisation on its official number or searching online for any background information on the sender or offer.
  • Beware of emails asking you to urgently verify your account, or log in to pay a bill or fine, or any unsolicited requests for sensitive information. Never respond to a request for personal or financial information in an unexpected email.
  • Do not open attachments or click on embedded links in emails or sites you don’t know or trust.
  • Be wary of emails that have poor spelling or grammar and similar (but not exact) email addresses, names, logos and URL’s.
  • Keep your anti-virus software up to date and run weekly anti-virus and malware scans.
  • Secure your wireless network and be careful when using public wireless networks.

How do I notify Thryv Australia of a potential scam? If you believe you have received an email that is not a legitimate Thryv Australia email, you can email us at hoax@sensis.com.au or call us on 1800 359 321 for further assistance.

For all other support or to check for widespread scams, please visit the Australian Government’s Scamwatch website.