Frequently asked questions: BPAY® and BPAY View® 

 

 

 

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. Prior to the variable CRN changes all billers were being treated as though they were fixed CRN billers.

 

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Why is my CRN not saved when I add a frequently used biller in Internet Banking?

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.

 

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Why is my Customer Reference Number (CRN) not saved when I add a biller 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.

 

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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. 

 

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Will my existing recurring BPAY payments be changed as part of the variable CRN changes?  

As part of the changes relating to variable CRNs, any recurring payment which is being paid to a biller that is noted as using a variable CRN will fail to be processed and will also be deleted on the next payment date. All future instances of the recurring payment will also be deleted. You will be notified of this via email and secure mail at the time of the failed payment. If you need the deleted payment to be processed you will need to set up the payment as a once only payment as the current BPAY rules no longer allow you to create recurring payments to variable CRN billers.

 

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What will happen to my recurring payment if it was created before the variable CRN changes but authorised after the changes?

If you are making a BPAY payment to a variable CRN biller the payment will be deleted on the next payment date. You will be notified via email and secure mail that this payment has been deleted. If you need the deleted payment to be processed you will need to set up the payment again as a once only payment as the current BPAY rules no longer allow you to create recurring payments to variable CRN billers.

 

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What will happen to my current frequently used billers as part of the variable CRN changes? 

There are a number of possible scenarios relating to your current frequently used billers:

  1. Billers that are registered for BPAY View will be retained in the Frequently Used Billers list. This will be the case for both fixed and variable CRN billers.
  2. There will be no change to any frequently used billers that are classed as a fixed CRN biller.
  3. If you have multiple saved billers that use the same biller code and these billers are now classed as variable CRN billers, the duplicate records will be deleted and you will see only one frequently used biller listed for each biller code. All CRN data and personalised biller name data will also be removed for each variable CRN biller. The billers name will appear in place of the previously saved personalised biller name. This will not apply for billers that are registered for BPAY View.  
  4. If you have single instances of billers which use a variable CRN, the existing CRN will be removed and you will see “Variable CRN Biller” in the Customer Reference Number column.

     

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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.


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.

 

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Can I make BPAY payments to a BOQ credit card?

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

 

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Is there a daily limit for BPAY transactions?

Yes.  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 limit package can be set by the branch as part of the initial registration, and be effective immediately.  You can also choose or change your limits package online via Internet Banking - any increases will automatically be applied after 2 calendar days, decreases take affect immediately.

 

The table below shows the various 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
 $10,000,000  $10,000,000

 

These Pay Anyone and BPAY limits packages are pre-set pairs as outlined above.  Different 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.

 

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Do I need to enter the Biller Code every time I make a payment?

No. The "Frequent Biller" option enables you to update your own personalised biller list.  Once you have created the Frequent Biller, every time you want to pay your bill, you only have to select the biller from the list and input the payment amount.  Note: Some Billers operate with a variable Customer Reference Number (CRN), it is good practice to confirm the CRN on your bill for each payment.

 

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What is the cut-off time for BPAY payments?

For a BPAY payment request the cut off time is 5:00 pm (AEST) on a business day.  The following table will assist you to understand when your BPAY payment will be processed:

 

 

From Account 

When was BPAY payment requested 

Same day 

Next business day 

Credit Card or Account# 

Before 5.00 pm (AEST) on a business day*

 

tick 

 

 

Credit Card or Account# 

On a non-business day* or after 5.00 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.

 

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

If a bill payment is made before the cut off time (ie. 5 pm) 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.

 

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

 

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When I logout of Internet Banking, 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.  This is the reason why your change is displayed as a deletion and creation.

 

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Can I make a payment on a weekend?

Yes, please refer to What is the cut-off time for BPAY payments? 

 

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Can I schedule a BPAY payment for the future?

Yes.  Internet Banking will enables you to perform a range of future dated and recurring payments and transfers, including BPAY payments.

 

 

Recurring payments can be scheduled weekly, fortnightly, monthly, quarterly, half yearly, annually, four weekly and two monthly.

 

 

When a scheduled payment is processed, you will be notified of the success or failure of the payment via secure mail as well as via the email address you have provided. You can also subscribe to receive SMS alerts on your scheduled payments.

 

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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 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.

 

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What is BPAY View?

BPAY View allows you to view bills from participating billers. 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.

 

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If your question is not answered by these FAQs or if you have other questions regarding BOQ Internet Banking, please contact our Customer Contact Centre on 1300 55 72 72 (+617 3336 2420 if you are calling from outside Australia) 24 hours a day, 7 days a week or email us.