Transfers & Payments

Help & Support for payments including BPAY, Pay Anyone, Multi Pay, International & RTGS payments.

Transfer & Payment Information

  • Transfer Limits

    When you register for Internet Banking you will be offered a number of Daily Limits Packages to choose from. These will define the daily transaction amount limit for Pay Anyone (including Multi Payments) and BPAY transactions via Internet Banking.

    The BOQ Security Token will be required as an additional means of authentication if you have selected a Daily limits package with a Pay Anyone limit of $10,000 or greater.

    When does my limit reset?

    The daily limits are reset at midnight AEST each day.

    Limit packages available:

    Pay Anyone daily limit BPAY daily limit
    $0 $0
    $2,500 $10,000
    $5,000 $20,000
    $10,000 $50,000
    $15,000 $100,000
    $25,000 $200,000
    If you are in need of a higher limit please contact your local branch or relationship manager

    The Pay Anyone and BPAY daily limits are pre-set pairs. Pay Anyone and BPAY limits can not be selected separately. For example, $2,500 Pay Anyone and $50,000 BPAY limit is not a valid limit combination.

    The Daily Limits Package can be set by a branch as part of your initial registration, and be effective immediately. You can also choose or change your limits package online using Internet Banking.

    What is Pay Anyone?

    Pay Anyone payments is a facility within Internet Banking which allows payments to be made to accounts at BOQ or to accounts at most other Banks, Building Societies or Credit Unions throughout Australia.

    What is a Multi Payment?

    The Multi Payment facility within Internet Banking enables you to make payments to the accounts of multiple payees in a single transaction. Up to 100 payments can be made in the one Multi Payment transaction. These accounts may be another BOQ account or an account held at another Australian financial institution.

    If you make payments to the same group of payees regularly then Multi Payment templates enable you to save this group and reuse this set of payee details again in the future.

    Are there separate daily limits for Multi Payments and Pay Anyone payments?

    The Pay Anyone limit defined in your Daily Limits package applies to Multi Payment and Pay Anyone payments combined.

    The daily total of all Pay Anyone payments and Multi Pay Anyone payments is subject to the Pay Anyone limit.

  • Change my transfer limit.

    The Daily Limits Package can be set by a branch as part of your initial registration, and be effective immediately.

    You can also choose your limits package online using Internet Banking.

    To change your Daily Limits Package in Internet Banking:

    1. Log into internet banking
    2. Click Transfers & BPAY in the top menu.
    3. Click Change Daily Limit - the Change Daily Limits screen will display.
    4. Click the desired Limits Package and then click Select.

    Increase your limit

    An increase requested online will be applied automatically after 2 calendar days. During this two day period we will contact you via the registered email account to advise that a limit change has been requested.

    Users should note that increases to their daily limits package may result in the need for additional authentication using the BOQ Security Token.

    If your new Daily Limits Package requires additional authentication, you must obtain a BOQ Security Token assigned to you if you do not already have one.

    Decrease your limit

    A decrease to your limits package requested online will be effective immediately. 

    If your new Daily Limits Package requires additional authentication, you must obtain a BOQ Security Token assigned to you if you do not already have one.

    Find more help with Internet Banking

  • Change myBOQ app transfer limit.

    You can set your payment limit to more than $20,000 in the myBOQ app. However, this will only be active for 24 hours before it reverts back to the default limit of $5,000.

    Updating your daily transfer limit:

    1. Log in to the myBOQ app.
    2. Tap the 'Profile' icon in the bottom menu.
    3. Tap on ‘Manage payment limits’ from the menu.
    4. Tap on ‘Pay someone limit’.
    5. Follow the prompts

  • Does BOQ offer PayID?

    BOQ supports PayID on all accounts managed via the myBOQ app. 

  • Cut off times for transfers between BOQ accounts.

    Different cut off times apply depending on what type of transfer you request. The following table will assist you to understand when your transfer will be credited to the nominated To account.

    Please Note: When transferring funds to your BOQ credit card, the funds will be available immediately and this will be reflected in the available balance. The table below indicates when the transaction will appear on your credit card statement and be reflected in the balance owing on the credit card.

    From Account Type To Account Type When was the request made Credited immediately Credited next business day Credited 2nd business day after transaction
    Account** Account** Any time regardless of whether that day is a business day* or not    
    Credit Card Account** Before 6.30 p.m. (AEST) on a business day*    
    Credit Card Account** On a non-business day* or after 6.30 p.m. (AEST) on a business day*    
    Account** Credit Card Before 6.30 p.m. (AEST) on a business day*    
    Account** Credit Card On a non-business day* or after 6.30 p.m. (AEST) on a business day*    
    Credit Card Credit Card Before 6.30 p.m. (AEST) on a business day*    
    Credit Card Credit Card On a non-business day* or after 6.30 p.m. (AEST) on a business day*    


    * A business day is defined as any day on which BOQ head office is open for business that is also a day on which banks in Melbourne or Sydney are able to effect settlement through Reserve Bank of Australia.

    ** Account means a Transaction Account, Savings Account, Investment Account, Loan Account, Line of Credit Account, Business Account, Cheque Account, or another non-credit card account.

  • What do I need to perform an International or RTGS Payment?

    To perform an RTGS Payment, you will need the following:

    • a BOQ Security Token
    • be able to perform Pay Anyone transactions
    • if you have not previously completed an International/RTGS payment via a branch/Internet Banking for the account you wish to make the payment from, you will need to register this account for International/RTGS Payments.

    The registration process can be completed through Internet Banking.

    1. Log into Internet Banking,
    2. Click the International menu option.
    3. Click the Register Accounts button.
    4. Select the accounts you wish to register.
    5. Click Submit.

    The account registration request will be processed within 2 business days. You will receive a secure mail after the account registration request has been completed.

    If you do not have a BOQ Security Token or cannot perform Pay Anyone transactions please contact your nearest branch.

  • When can I access the International or RTGS Payments facility?

    You can complete a International or RTGS payment via Internet Banking from 7:00 a.m. Monday (Brisbane time) to 5:00 p.m. Friday (Brisbane time). If you attempt to complete an International Payment outside this time window, you will receive the "Trading Desk is Closed" message on Internet Banking.

    Please Note: From 4:15pm (Brisbane time) for approximately 15 minutes Monday to Friday, the RTGS Payments facility will be closed for maintenance purposes.

    International Payments:

    The Australian dollar equivalent of the International Payment will be debited from your account immediately. The amount debited will also include the payment fee. The amount of the payment fee will be noted in the transaction description.

    You can confirm the International Payment request in the International Payments tab from the International Transfer menu. 

    RTGS Payment:

    The RTGS Payment will be debited from your account immediately. The payment fee will be debited from your account overnight if the payment was requested before 3:00pm (Sydney time). If the payment was requested after 3:00pm (Sydney time) the fee will be debited from your account overnight on the next business day.

    You can confirm RTGS Payment request was successful in the RTGS Payment History tab from the Transfers & BPAY screen. 

  • Can a delegated user access the International or RTGS Payments facility?

    The Delegated User's access to complete RTGS Payments is dependant upon their Pay Anyone Access Rights for the account which is registered for International/RTGS Payments.

    International:

    If the delegated user has been given access to an account which is registered for International/RTGS Payments, and has the "CreateView" access for Pay Anyone transactions related to this account, then this delegated user will be able to create International Payments (which will require further authorisation) and view all the International Payment details provided on the International Payment and Beneficiaries tabs.

    RTGS:

    If the delegated user has been given access to an account which is registered for International/RTGS Payments, and has CreateView access for Pay Anyone transactions related to this account, then this delegated user will be able to create RTGS Payments (which will require further authorisation) and view all the RTGS Payment details provided on the RTGS History and RTGS Payees tabs.

  • Can I use a previous Beneficiary / Payee without re-entering all the details?

    International Payments:

    The Beneficiaries tab contains a list of previous beneficiaries used for previous International Payments. This will include any payments you have previously performed at a branch.

    1. Log into internet banking
    2. Click on the name of the beneficiary
    3. Click on the Pay Beneficiary
    4. Enter International Payment screen (This will pre-populate with the selected beneficiary's details.)

    Also, on the Enter International Payment screen you can select a previous beneficiary used from the Select Beneficiary dropdown box.

    Please Note: If an International Payment has been completed with a beneficiary that has not been used before, this beneficiary will not appear on the Beneficiary tab or in the Select Beneficiary drop-down box until the relevant International Payment has been processed by BOQ Treasury & International Operations.

    RTGS Payments:

    The RTGS Payees tab contains a list of previous payees used for RTGS Payments. 

    1. Log into internet banking
    2. Click on the name of the RTGS payee
    3. Click on the Pay Payee
    4. Enter RTGS Payment screen (This will pre-populate with the selected payee's details.)

    Also, on the Enter RTGS Payment screen you can select a previous payee used from the Select RTGS Payee dropdown box.

    Please Note: If an RTGS Payment has been completed with an RTGS Payee that has not been used before, this payee will not appear on the RTGS Payee tab or in the Select RTGS Payee dropdown box until the relevant RTGS Payment has been processed by BOQ Treasury.

  • What can I do if the Beneficiary / Payee claims they haven't received the funds?
    • International Payment:

    Most beneficiaries in other countries can expect to receive funds within 1-3 business days. Some countries, for example India, often take longer than 1-3 business days to process payments.

    • RTGS Payment:

    RTGS Payments take approximately 120 minutes before they are received by the payee's bank (if the payment was requested after 8:30am and before 4:00pm Sydney time).

    If the beneficiary has not received the International or RTGS Payment clarify whether the correct bank and bank account information were used. You will need to check these details with the beneficiary.

    If the correct details were used, then it's most likely that there has been a delay in the processing of the payment after it has been sent by BOQ. You should ask the beneficiary if they have checked with their bank as to whether the payment has arrived but not yet processed.

    If it has not arrived then it may be worth waiting another day or you can request for BOQ to Trace the payment. There is a fee for this service. It's very rare for payments to go missing if correct details are used.

    If incorrect details have been used, the payment may be on its way back to BOQ as a rejected payment, in which case we will contact you on its return. If it is not returned we can send a message to the beneficiary's bank amending the details of the payment. There is a fee for this service.

    For additional information on Trace fees please refer to the Fees and Charges guides available on the Terms & Conditions page.

     

BOQ Security Token

  • BOQ Security Token.

    A BOQ Security Token is a code generator which provides an additional level of security when transferring funds outside of the bank.

    The BOQ Security Token provides two-factor authentication. Both a physical device (e.g. the token/smartphone) and a remembered identifier (e.g. Password) will be needed to authenticate some online transactions. This means if another person obtains your Customer Access Number, UserID (if applicable) and Password, they will need the BOQ Security Token to be able to make a payment.

    The BOQ Security Token is available either as,

    • A physical device.
    • A soft token app (called BOQ Secure) installed on a smartphone.

    To obtain a physical device

    Attend your nearest branch to collect a physical BOQ Security Token. The BOQ Security Tokens are not branch specific, so they do not need to be collected from the branch where your account is held.

    To use the soft token app (BOQ Secure)

    Download the BOQ secure app and either

    • Call our Customer Contact Centre on 1300 55 72 72
    • Send a Secure Mail Message (via Internet Banking) advising that you would like to use BOQ Secure.
    • Attend a nearest BOQ branch.

    BOQ Secure is available on any smartphone device using the following operating systems:

    • iOS 8.0 or later (compatible with iPhone, iPad and iPod touch)
    • Android 4.1 or later

    The BOQ Security Token will not be required to log on to Internet or Mobile Banking, but will be used to authenticate some transactions where funds are transferred out of the bank. 

    The physical BOQ Security Token is not a wireless device. It does not emit any radio waves, frequencies or infrared.

    The BOQ Secure app does not communicate in any way with any other device or service and once installed on a smartphone, will work without any network reception.

    The BOQ Security Token works by generating a password that continually changes. Based on information registered with the Bank's central Token Management System when your BOQ Security Token is assigned, it is possible to match these passwords with your Online Banking profile when you transact online.

  • BOQ Security Token Cost.

    The first BOQ Security Token will be issued free of charge for customers where there is only one user of the account.

    Where additional tokens are required for signatories to an account, a second BOQ Security token will be issued free of charge (this includes BOQ Security Tokens for delegated users where the delegated user is a signatory on the account).

    A fee of $50 per token will be charged for:

    • Additional tokens (if your account has more than two users)
    • BOQ Security Tokens required by any delegated users who are not signatories to the account
    • replacement tokens where the originally issued token is lost or damaged (only applicable to the physical BOQ Security Token)
    • Any defective BOQ Security Tokens will be replaced free of charge (only applicable to the physical BOQ Security Token).
    • The replacement fee will also be waived if you report your BOQ Security Token is stolen and you lodge a police report (only applicable to the physical BOQ Security Token).

    The same fees and conditions apply for both business and personal banking customers.

  • Does myBOQ app use BOQ Security Tokens?

    For your security, myBOQ uses 6 digit one-time passwords sent to your registered mobile number linked to your myBOQ account. These passwords are used to verify your identity everytime you request changes to your account information or update daily payment limits.

  • When to use BOQ Security Token.

    The BOQ Security Token will be required as an additional means of authentication if you select a Daily limits package with a Pay Anyone limit of $10,000 or greater.

    All Payments File Upload Facility (PFUF) and International/RTGS payments users must use the BOQ Security Token irrespective of their daily limits.

    The limit packages and required authentication method

    Pay Anyone daily limit BPAY daily limit Authentication method
    $0 $0 -
    $2,500 $10,000 -
    $5,000 $20,000 -
    $10,000 $50,000 BOQ Security Token - Application #1
    $15,000 $100,000 BOQ Security Token - Application #1
    $25,000 $200,000 BOQ Security Token - Application #1
    If you are in need of a higher limit please contact your local branch or relationship manager

    Once a BOQ Security Token has been issued you may change your Daily Limit package at any time.

    When you decrease your daily limit to an amount which does not require the use of a token it will be necessary to authenticate the request by entering a One Time Password generated by Application #1 from your token.

  • How to use the BOQ Secure Token.

    When completing transactions using Internet or Mobile Banking, instructions on the screen may prompt you to initiate one of two types of token applications using the BOQ Security Token:

    • Token Application #1 (One Time Password) – this issues a unique 8 digit authentication code which you will enter into Internet or Mobile Banking when prompted.
    • Token Application #2 (Transaction Signing) – you will be required to enter information about your transaction into the token. This will be used by the token to generate an authentication code uniquely tied to that transaction, which you will then enter into Internet or Mobile Banking when prompted.

    If you have access to multiple Online Banking profiles and require the use of more than one BOQ Security Token, you can activate multiple BOQ Secure tokens within the app. You will then be required to choose the required token when you open BOQ Secure on your smartphone.

    To rename the BOQ Security Token.

    1. Open the BOQ Secure app.
    2. Select the required token.
    3. Tap the settings icon.
    4. Choose Rename BOQ Secure Token.

    The next time you open the BOQ Secure app you will see your customised token name rather than the token serial number.

    Please note: A physical token may display the word "disabled" when the battery is low. Please visit any BOQ branch to obtain a replacement token.

    Please return a physical BOQ Security Token if you no longer require it and the BOQ Secure app can simply be deleted from your smartphone.

    If you forget your PIN and need to reset

International Payments

  • Important to Know.

    An International Payment is a payment to a beneficiary located in a foreign country using a real-time foreign currency exchange rate. For BOQ all International Payments must be sent to a beneficiary's bank account.

    Note: Payments can be made from any BOQ transaction or on-call savings account. It is not possible to make an International Payment from a Credit Card, Home Loan, Personal Loan, Term Deposit or Trust Account.

    International Payments are only processed if the amount is equal to or greater than 100 Australian Dollars.

    When will the beneficary receive the payment?

    If an International Payment request is received by Treasury and International Operations before the currency cut off time, it will be sent on the same day.

    If it is received after the currency cut off time, it will be sent on the following business day (Brisbane time).

    Generally, most beneficiaries could expect to receive the funds within 1-3 business days but this will depend on the country, the time zone and the efficiency of the overseas bank in processing the payment.

    Some countries, for example India, often take longer than 1-3 business days to process payments.

  • How much does an International Payment cost?

    The following charges apply to International Payments made via Internet Banking:

    Fee Type Cost
    International Payment request $20

    Cancellation of an International Payment

    Payments may only be cancelled if they have not been released by BOQ. For any cancellation enquiries please contact our Customer Contact Centre on 1300 55 72 72.

    		 $25 plus any loss incurred due to the buy back of the currency

    Amendment of an International Payment

    Payments may only be amended if they have not been released by BOQ. For any amendment enquiries please contact our Customer Contact Centre on 1300 55 72 72.

    		 $25 plus any loss incurred due to the buy back of the currency or change to amount

    Trace of an International Payment

    To request a trace please contact our Customer Contact Centre on 1300 55 72 72.

    		 $40

    For additional information please refer to the Fees and Charges guides available on the Terms & Conditions page.

    Please be aware that overseas banks may also deduct fees and charges from the payment and that the amount the beneficiary receives may therefore be less than what you originally sent.

  • SWIFT / BIC Code

    A BIC is sometimes referred to as a SWIFT Code. The BIC is an alpha numeric code which is used to identify banks around the world. It is either 8 or 11 characters long. For BOQ our BIC or SWIFT Code is QBANAU4B. You can obtain the BIC from your beneficiary.

  • International Bank Account Number (IBAN)

    The International Bank Account Number (IBAN) is an international standard for identifying bank accounts across national borders.

    The following are examples of IBANs:

    • Greek IBAN: GR16 0110 1050 0000 1054 7023 795
    • British IBAN: GB35 MIDL 4025 3432 1446 70
    • Swiss IBAN: CH51 0868 6001 2565 1500 1

    You will need to contact your beneficiary for their IBAN (the IBAN is provided to the beneficiary by their bank).

    An IBAN is required to ensure correct routing of International Payments. We may be unable to process your International Payment to some countries without a valid IBAN. If the IBAN or BIC is missing or incorrect, a charge may be applied by the beneficiary bank and your transaction may be rejected. Beneficiary bank charges may be deducted from your payment or charged back to you.

    An IBAN is required to ensure proper routing of International Payments to many countries including the European Union. We are unable to process your International Payment to some countries without a valid IBAN.

  • What details do I need to receive international payments into my BOQ account?

    Account Name: BOQ [Customer Name]
    Account Number: BOQ Account Number
    Beneficiary Bank: Bank of Queensland Limited
    Beneficiary Bank Address: Level 6/100 Skyring Terrace, Newstead, Queensland, 4006
    Beneficiary SWIFT/BIC Code: QBANAU4B
    Remittance Information: Do Not Convert

    In order to receive money from overseas, you may be asked to provide details of which banks the Bank of Queensland maintains accounts with. The names and associated details of the Bank of Queensland’s Intermediary Banks are detailed below.

    *Fees and charges apply when making or receiving international money transfers, or when initiating an enquiry, cancellation or amendment.

  • What details do I need to receive payment into my Foreign Currency Account?

    Account Name: BOQ [Customer Name]
    Account Number: BOQ Foreign Currency Account Number
    Beneficiary Bank: Bank of Queensland Limited
    Beneficiary Bank Address: Level 6/100 Skyring Terrace, Newstead, Queensland, 4006
    Beneficiary Swift/ BIC Code: QBANAU4B
    Intermediary Bank: Please see the below intermediary bank table for the applicable currency.
    Intermediary Bank Swift Code: Please see the below intermediary bank table for the applicable bank.
    Remittance Information: Do Not Convert

     

    In order to receive money from overseas, you may be asked to provide details of which banks the Bank of Queensland maintains accounts with. The names and associated details of the Bank of Queensland’s Intermediary Banks are detailed below.

    *Fees and charges apply when making or receiving international money transfers, or when initiating an enquiry, cancellation or amendment.

  • International SWIFT / BIC Codes & Intermediary Banks.

     

    FCY Intermediary Bank Branch SWIFT Code
    USD Bank of America San Francisco BOFAUS6S
    EUR Bank of America
    		 London BOFAGB22
    GBP Bank of America
    		 London BOFAGB22
    CHF Bank of America
    		 Zurich BOFACH2X
    JPY Bank of America
    		 Tokyo BOFAJPJX
    NZD ANZ Bank New Zealand ANZBNZ22
    HKD Bank of America
    		 Hong Kong BOFAHKHX
    CAD Bank of America
    		 Toronto BOFACATT
    SGD Bank of America
    		 Singapore BOFASG2X
    THB Bank of America
    		 Bangkok BOFATH2X
    ZAR Bank of America
    		 London BOFAGB22  
  • What are the cut off times for International Payments?

    The table below lists the currency cut off times of International Payments. If you miss the relevant currency cut off time, your International Payment will be processed on the next business day. Please note that the currency cut off times are based on Sydney time.

    Foreign Currency Cut off Time (Sydney Time)
    USD same day payments close 4:00 p.m.
    GBP same day payments close 4:00 p.m.
    JPY same day payments close 10:30 a.m.
    EUR same day payments close 4:00 p.m.
    HKD same day payments close 2:00 p.m.
    NZD same day payments close 12:00 p.m.
    CAD same day payments close 3:30 p.m.
    SGD same day payments close 12:00 p.m.
    CHF same day payments close 3:30 p.m.
    ZAR same day payments close 3:30 p.m.
    INR same day payments close 1:00 p.m.
    THB same day payments close 10:30 a.m.
    AUD same day payments close 4:00 p.m.
    All other currencies same day payments close 5:00 p.m.
  • What is the FX Calculator?

    The Foreign Exchange Calculator displays after the Foreign Exchange Calculator button is pressed on the International Payments or the Registration Required screen. This calculator allows you to convert foreign currencies to and from Australian Dollars (AUD) based on current exchange rates, but it is only indicative. Your actual exchange rate is displayed when completing a transaction. You will be prompted to accept this rate or cancel during the transaction process.

    BOQ uses real time exchange rates and as a result the exchange rates provided will change throughout the day. Therefore it is possible for the exchange rate to change whilst you are using the FX Calculator or completing an International Payment.

Real Time Gross Settlement Payments (RTGS)

  • Important to Know.

    A RTGS payment is a special type of payment where the transfer of money takes place from one bank to another within Australia on a real time and gross basis.

    RTGS payments can be made to any Australian Financial Institution that participates in the RTGS payment system.

    Note: Payments can be made from any BOQ transaction or on-call savings account. It is not possible to make an RTGS Payments from a Credit Card, Home Loan, Personal Loan, Term Deposit or Trust Account.

    RTGS Payments are only processed if the amount is equal to or greater than 100 Australian Dollars.

    When will the Payee receive the payment?

    If the payment is submitted before 4:00 p.m. (Sydney time), the RTGS Payment will be received at the payee's bank within approximately 120 minutes.

  • How much does an RTGS Payment cost?

    The maximum amount that can be used in an individual RTGS Payment is 250,000 Australian Dollars.

    All RTGS Payments are counted as part of your Daily Pay Anyone limit. Your daily limit is equal to the Daily Limits package you are currently on.

    The following charges apply to RTGS Payments made via Internet Banking: 

    Fee Type Cost
    RTGS Payment request $20

    Cancellation of an RTGS Payment

    Payments may only be cancelled if they have not been
    released by BOQ. For any cancellation enquiries please contact our
    Customer Contact Centre on 1300 55 72 72.

    		 $25

    Amendment of a RTGS Payment

    Payments may only be amended if they have not been
    released by BOQ. For any amendment enquiries please contact our
    Customer Contact Centre on 1300 55 72 72.

    		 $25

    Trace of an RTGS Payment

    To request a trace please contact our Customer Contact Centre on 1300 55 72 72

    		 $40

    You can alter your Limits Package from within Internet Banking via the Transfers & BPAY menu by clicking Change Daily Limit.

    Please Note: As a security precaution there is a two calendar day delay between requesting an increased Limits Package and the new limit being available. The limit increase is immediate if requested in your local BOQ branch. 

    For additional information please refer to the Fees and Charges guides available on the Terms & Conditions page.

  • What details do I need to make a payment via Real Time Gross Settlement (RTGS) /SWIFT?

    When sending or providing instructions for a domestic RTGS or international payment please use the following information. Fees may be deducted from the transferred funds if you make payments via RTGS or SWIFT.

    Account Name: BOQ [Customer Name]
    BSB: 124001
    Account Number: BOQ Account Number
    Beneficiary Bank: Bank of Queensland Limited
    Beneficiary Bank Address: Level 6/100 Skyring Terrace, Newstead, Queensland, 4006
    Beneficiary SWIFT/BIC Code: QBANAU4B

     

    *Fees and charges apply when making or receiving international money transfers, or when initiating an enquiry, cancellation or amendment.

BPay

  • Make a BPAY Payment.
    • BOQ

    1. Log into internet banking
    2. Select Transfers & BPAY.
    3. Click Pay Bill (BPAY®)
    4. Enter BPAY Details will display.
    5. Select an Account from the drop-down box.
    6. Type in the Biller Code – Find it on your bill near the BPAY logo.
    7. Click ‘Show Biller Name’ to verify the Biller Code.
    8. Enter the Customer Reference Number.
    9. Enter the Payment Amount.
    10. Select the Payment Frequency – The default is Once Only.
    11. Select the Payment Date - Choose the current date or to future date.

    Please Note: To add a biller to your frequent biller list, click the Add to Frequent Biller List checkbox. 

    Some Billers operate with a variable Customer Reference Number (CRN), it is good practice to confirm the CRN on your bill for each payment.

    If you wish to be sent an SMS notification when this payment is processed, click the Request SMS Alert checkbox. This check box will only display if you have activated SMS services. You can activate SMS alerts and enquiries by choosing the SMS option under the More menu at the top of the screen.

    Payments can be scheduled to occur on a regular basis by selecting the required frequency from the drop down box. The transfer frequency can be Weekly, Fortnightly, Monthly, Quarterly, Half Yearly, Annually, Four Weekly or Two Monthly. 

    • myBOQ

    1. Log in to the myBOQ app.
    2. Tap the 'Profile'' icon in the bottom menu.
    3. Select ‘Pay a bill’.
    4. Select ‘New biller’.
    5. Enter the biller details.
    6. Enter the bill amount and choose when you’d like to pay the bill.
    7. Select ‘Confirm and pay’ to process the payment.

  • When can I make a BPAY payment?

    BPAY payment request cut off time is 6:00 pm (AEST)** on a business day. Payment requests on the weekend will be processed on the following business day.

    BOQ will withdraw funds from your account on the date the payment is requested. If the payment is scheduled for the current date this will occur immediately. If you have scheduled the payment to occur on a date in the future, funds will not be withdrawn until that date.

    From Account When was BPAY payment requested Same day Next business day
    Credit Card or Account# Before 6.00 pm (AEST)** on a business day* tick  
    Credit Card or Account# On a non-business day* or after 6.00** pm (AEST) on a business day   tick

    #Account means a Transaction Account, Savings Account, Investment Account, Loan Account, Line of Credit Account, Business Account, Cheque Account, or another non-credit card account.

    *A business day is defined as any day on which BOQ head office is open for business that is also a day on which banks in Melbourne or Sydney are able to effect settlement through Reserve Bank of Australia.

    ** During NSW Daylight Savings Time period the cutoff will be 5:00pm (AEST).

  • Can a BPAY payment be cancelled?

    If you have scheduled your payment to occur on a date in the future it can be modified or cancelled anytime before the date scheduled. It cannot be modified or cancelled if the payment is scheduled to occur on the current date.

    If a Biller is paid in error you can request an error correction by visiting a branch or by calling the Customer Contact Centre on 1300 55 72 72, 24 hours a day, 7 days a week.

    Please Note: A fee applies for the funds recall. Recalls are typically completed within 5 business days.

  • Why can’t I set up a recurring BPAY payment via Internet or Mobile Banking?

    Due to the current BPAY rules, you are no longer permitted to create a recurring BPAY payment to a biller which uses a variable CRN. If you are setting up a recurring BPAY payment please ensure that the biller you are using is not a variable CRN biller. If you are using a variable CRN biller this will be noted in the drop down box when you select the biller, provided that the biller has not been registered for BPAY View®. For BPAY View registered billers the BPAY View registration number will be shown, and for fixed CRN billers, the saved CRN will be noted next to the biller name.

  • Can I make a BPAY payment to or from a Credit Card?

    Can I make BPAY payments from my Credit Card?

    Individual Billers may or may not accept payments from credit card accounts. If the Biller does not accept credit card payments you will be asked if you wish the transaction to proceed as a cash advance.

    Please Note: If you choose to proceed with the payment, this would mean that interest is charged in the same manner as for any other cash advance.

    Can I make BPAY payments to a BOQ Credit Card?

    BOQ Cards is a BPAY Biller. The Biller Code is 91215 and customers should use their credit card number as the Customer Reference Number when making payments to their BOQ credit card.

    If the Credit Card is attached to your Internet Banking profile, then you can also simply complete a Funds Transfer.

  • Why can’t I save some CRN’s (Customer Reference Number)?

    In frequently used biller.

    When you add a frequently used biller using the add biller link on the BPAY® Billers page you will receive a message stating that the CRN will not be saved if the biller you are adding uses a variable CRN. When you view this biller in the Billers tab you will see ‘Variable CRN Biller in the customer reference column.

    Via the Enter BPAY Details screen in Internet or Mobile Banking.

    When you add a biller that uses a variable CRN you will receive a message stating that the CRN will not be saved as that particular biller uses a variable CRN. When you view this biller in the Billers tab you will see ‘Variable CRN Biller in the customer reference column.

    What is a variable Customer Reference Number (CRN)?

    A variable CRN is a CRN that changes each time you receive a new bill, unlike a fixed CRN which remains the same for each bill.

  • How long does it take for a payment to reach the recipient?

    If a bill payment is made before the cut off time (i.e. 5pm) on a business day, the Biller will usually receive the payment on the next business day. If a bill payment is made after this time or on a weekend, the Biller will usually receive the payment on the second business day after the payment was requested.

  • Why does the session summary say I have deleted a payment when all I did was modify it?

    When you modify a future dated Pay Anyone, Multi Payment or BPAY Payment, Internet Banking internally deletes the payment and creates a new payment with the same details including the modification. 

  • What is BPAY View?

    BPAY View allows you to view bills from participating billers within Internet Banking. These bills can be paid the same as the paper based version or directly from your account using BPAY.

    BOQ customers can register to see bills from participating billers via BOQ Internet Banking. We will then advise you when you have received new bills which you can view and pay without the need to ever receive the paper bill.

Multi Pay & Pay Anyone Payments

    • Make a Pay Anyone payment

      The Enter Payment Details screen appears after the Transfer Money or Pay Payee button has been clicked on the Transfers & BPAY® screen. 

      On this screen you can make a payment to another BOQ account or to an account held at another Australian financial institution.

      To make a Pay Anyone payment:

      1. From Account - use the drop down box to choose the From account you wish to use to make the payment. The list contains all accounts you have registered for access through Internet Banking that allow withdrawals. 
      2. To Account - use the drop down box to choose from your previously created payees OR select nothing from the list and enter details of a new payee in the following fields. If an existing payee is chosen their details will pre-populate the Personalised Payee Name, Payee BSB, Payee Account Number, Payee Account Name and Payee Reference fields and you can skip to Step 9 and enter the Payment Amount. 
      3. Personalised Payee Name - enter a name or label here that will help you to identify this payee, eg: Telstra Home.
      4. Payee BSB - this is the BSB number of the account the funds are being transferred to. If this is a BOQ account, click the check box marked Use BOQ's BSB to automatically populate the correct BOQ BSB.
      5. Payee Account Number - this is the number of the account the funds are being transferred to.
      6. Payee Account Name - this is the name of the account the funds are being transferred to.
      7. Payee Reference - this can be used by the payee to identify the payment, e.g. Rent, Ticket Money. This label can be up to 18 characters long.
      8. Add to Frequent Payees list checkbox if required. This will store the payee’s BSB, Account Number, Account Name and Payment Label for the next time you wish to pay this payee.
      9. Payment Amount - type in the dollar and cents value of the payment using the format $$.cc
      10. Payment Frequency - this field will default to a payment frequency of Once Only. Payments can also be scheduled to recur on a regular basis by selecting the required frequency from the drop down box. The payment frequency can be weekly, fortnightly, monthly, quarterly, half yearly, annually, four weekly or two monthly.
      11. Payment Date - this field will default to the current date. If you wish to process this payment at a date in the future, enter that date here.
      12. Request SMS Alert check box if you wish to receive an SMS notification when this payment is processed (for future dated and recurring payments only). The check box will only display if you have activated SMS services for your Internet Banking profile.

      It is your responsibility to ensure that all the account details you provide are correct or your payment may be unsuccessful or may be paid to an unintended account.

      BOQ does not check that the details you provide are correct (i.e. name and account number match), and relies solely on the account number details provided to process your transaction.

      Actions available:

      • Continue - Confirm the payment details entered and proceed with the payment
      • Cancel - Cancel the current payment and return to the Transfers & BPAY screen
    • I entered the wrong account number in a Pay Anyone or Multi Payment - can I cancel it?

      There is no facility for the Bank to reverse an immediate Pay Anyone payment or an immediate Multi Payment after a receipt has been issued to the customer making the request.

      For future-dated Pay Anyones and Multi Payments, and periodic Pay Anyones, you can amend the details of the payment on any date before the day the payment is due to be processed.

      The following scenarios explain the process should you nominate an invalid account number or unintended account:

      Invalid Account Number

      If you nominated an account number which does not identify a valid account at the destination Financial Institution, the destination Financial Institution will return the funds to the originating BOQ account / credit card (because the account number nominated will not match any account number at that Financial Institution). The funds will be returned to your account within the same timeframe as for a valid transaction (i.e. Transaction +1 day, subject to the business day cut off times).

      For example, if you requested a transaction on Tuesday after 5pm, the return would be credited to your account / credit card by Thursday or Friday (this is because the transaction was carried out after the 5pm cut off). If the request is made before 5pm the return would be credited to your account / credit card by Wednesday or Thursday.

      Valid Account Number but not the Intended Account

      If you nominated an account number that is valid but the payment is not intended for that account (or you have changed your mind for some reason), you will need to contact the Customer Contact Centre on 1300 55 72 72 or a branch to request the recovery of these funds. There is no guarantee that the funds will be able to be recovered from the recipient. For this reason, you must ensure that the payment details that you enter are correct.

      You will need to provide us with the details of the original Pay Anyone payment (i.e. BSB, Account Number, Account Name, and Description) as well as the date and time of the request. There is a fee associated with this request. The timeframe for recovery of these funds depends on the destination Financial Institution.

    • Why does the session summary say I have deleted a payment when all I did was modify it?

      When you modify a future dated Pay Anyone, Multi Payment or BPAY®, Internet Banking internally deletes the payment and creates a new payment with the same details including the modification. Hence the reason why your change is displayed as a deletion and creation.

    • What does a Multi Payment status of Unknown mean?

      A Multi Payment will display with a status of Unknown if an error message was displayed to you when you were processing the multi payment. In this scenario please check whether the debit has been posted to your account. Further confirmation, check whether the recipients have received the payment. If the payment has not debited your account please re-process the multi payment.

    • Can Multi Payments and Pay Anyone payments be used to pay other BOQ accounts?

      Yes. You need to know the BSB and account number of the BOQ account.

      Note: Multi & Pay Anyone payments cannot be made to Credit Cards as accounts into which funds are to be paid must be identified by a BSB and Account Number. 

      Can I make a payment with a Zero amount?

      No. BOQ Internet Banking does not support zero dollar payments.

    • When does the money for a payment come out of my account?

      BOQ will withdraw funds from your account on the date the payment is requested. If the payment is scheduled for immediate payment, funds will be withdrawn immediately. If you have scheduled the payment to occur on a date in the future, funds will not be withdrawn until that date. If there are available funds in your account on the date specified for the payment, the payment will be processed between 6:00am and 5:00pm Brisbane time. If you have a recurring payment the processing time may vary and you should not expect your payment to be processed at the same time for each recurrence. Whilst every attempt is made to process the payments as soon as possible the deadline is 5:00pm (Brisbane time) and it is purely coincidence if the payment has been processed by a particular time on previous occasions.

      Please Note: If you schedule a payment for a future date and there are insufficient funds in your account on the date the payment is being processed we will retry the processing of your transaction periodically throughout the day until 4:30pm Brisbane time. If there are still insufficient funds in your account at 4:30pm (Brisbane time) you will be notified via Secure Mail that your scheduled payment has failed due to insufficient funds. This allows you 30 minutes to process an immediate payment in place of the failed scheduled payment. If your payment is a recurring scheduled payment the failure due to insufficient funds will not affect your next scheduled payment.

    • What are the cut off times for Pay Anyone payments, Multi Payments?

      For a Pay Anyone payment or Multi Payment request the cut off time is 5.00 p.m. (AEST) on a business day.

      Account Type When was the request made Payment be credited Immediately Payment be credited By next business day Payment be credited By 2nd business day after transaction
      From a BOQ account to another BOQ account Any time on a business day* or non-business day tick    
      From a myBOQ account to another  myBOQ account  Any time on a business day* or non-business day

      		 tick    
      From a BOQ account to a myBOQ account (or vice versa) Before 5.00 p.m. (AEST) on a business* day   tick  
      From a BOQ account to a myBOQ account (or vice versa) On a non-business* day or after 5.00 p.m. (AEST) on a business* day     tick
      From a BOQ or myBOQ account to an account held at another Australian financial institution Before 5.00 p.m. (AEST) on a business* day   tick  
      From a BOQ or myBOQ account to an account held at another Australian financial institution On a non-business* day or after 5.00 p.m. (AEST) on a business* day     tick
    • How do I create direct debits without a software package to create a Payment File?

      You can use the Direct Debit functionality on the Multi Payments menu within Internet Banking. Once registered as a Debit Payment user you will be able to create, save and edit a group of Direct Debits for transmission to the Bank.

    • Monthly scheduled payments on a date that does not exist in the current month.

      Any payment which is scheduled to be processed monthly on the 29th, 30th or 31st will be processed on the last day of the month if the scheduled date does not exist for the current month. For example if a monthly payment is set up to be processed on the 29th of every month, it will be paid on the 28th of February (except in a leap year) as this is the last day of the month. If a payment is scheduled to be paid on the 31st of the month it will be processed on the 30th day of all months which do not have 31 days. This will only occur for monthly scheduled payments.

    • Can I use the POLi Payment online payment option when purchasing goods or services online?

      We take your Internet Banking security very seriously and, for this reason, we do not support the use of 3rd party applications such as POLi. While it may seem that you are in complete control of the Internet Banking session whilst using POLi, we cannot guarantee the security of your log on credentials unless you access Internet Banking via the BOQ website.