Q: If I load a future BPAY® payment, how many times will it try to debit my payment?
A: Online Banking will attempt to debit the money five times. If sufficient funds are not available after the fifth attempt, the payment will not be made.
Q: What is the cut-off time for BPAY® payments I want to be made today?
A: Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.
Q: Why do I receive a message saying my Customer Reference Number is invalid?
A: Please check your bill to ensure you have entered the number correctly. Ensure you have not entered any spaces between the numbers. If you still receive the message, please contact the payee and check the details.
Q: Why do I receive a message saying my biller number is invalid?
A: BPAY payments can only be used to pay bills bearing the BPAY® logo. Please check your bill to ensure the logo appears. Also, please check your bill to ensure you have entered the biller number correctly.
Q: How can I check that a BPAY® payment has been made?
A: You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY® payments will appear along with any other transactions you have made.
Q: Why hasn't my BPAY® payment gone through?
A: This can happen if you did not click the 'Confirm' button on the BPAY® - Confirmation screen. Cleared funds must be available in your nominated account for the payment to be made. If you have scheduled a payment to be made in the future, you must ensure that there are sufficient funds in your account to cover the payment on the day before the payment is due.
Q: What happens if I make a mistake with a future dated payment or want to cancel it?
A: Click on the Future Payments button. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.
1. Click the Modify button to view or modify details of a future dated payment.
2. Click the Delete button to delete, and therefore cancel a future dated payment.
3. After you have deleted or modified the payment, click the Confirm button.
Q: If I cancel my Online Banking access, will this cancel my BPAY® payments?
A: No. If you no longer wish to make future-dated BPAY® payments, you need to cancel any loaded payments before requesting cancellation of your online banking access.