Here are some of the common problems that you may encounter when making a Pay Anyone payment and simple steps to correct them:

 

  • Insufficient funds

    If sufficient cleared funds are not available in your From account, the payment will not be able to be processed.

    The amount of available funds is displayed in the Account Summary table on the Home page, and with the account name and number in the drop down box on the Enter Payments Details screen

  • Daily Pay Anyone limit is exceeded

    While this one payment may not be of a large dollar value, the combined total value of your payments may have exceeded your daily Pay Anyone limit.

    If you think you will exceed this limit on a regular basis you can submit a request to increase your daily limits package from the Transfers & BPAY screen in Internet Banking.

  • Payment is not received by the nominated payee

    It is your responsibility to ensure that the account details provided 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 (ie. name and account number match), and relies solely on the account number details to process your transaction.

  • Account is temporarily unavailable

    From time to time the From or To account you select may be temporarily unavailable. If this occurs the word Unavailable will be displayed in place of your available funds.  We suggest that you try Internet Banking at a later time to carry out your payment.

  • From account does not appear in account list

    The Select From Account drop down box contains all accounts that you have registered for access through Internet Banking. If the account you wish to use does not appear here you may need to register this account for Internet Banking.

    All Users, with the exception of Delegated Users, may register additional accounts on the Internet Banking profile by sending a secure mail, visiting a branch, or asking our Customer Contact Centre to add the account. You can contact our Customer Contact Centre on 1300 55 72 72, 24 hours a day, 7 days a week.

    If you are a Delegated User on this account, your access rights may not permit you to make transfers from all accounts.

  • The Personalised Payee Name has been previously used

    Each frequently used Payee Name must be unique. Select a new name for this payee or edit the existing payee to make their name available for another payee.

  • The payment date entered is in the past

    Change the date to either today’s date or a date in the future.

  • The payment amount is in the wrong format

    The transfer amount must be entered in numbers only, and include a decimal point (.). The correct format is 99999999999.99