Common Problems with International Payments

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 screen, and with the account name and number in the drop down box located on the Enter International Payment Details screen.

Daily limit is exceeded

International Payments are included as part of your daily Pay Anyone limit. Therefore 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 below the minimum amount

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

Payment is not received by the nominated beneficiary

If the beneficiary has not received the International payment, you should first clarify whether the correct bank and bank account information was used in the payment. You will need to check these details with the beneficiary.

Please Note: 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 (i.e. beneficiary name, National Code and Account Identifier match), and relies solely on the account number details to process your transaction.

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. Tracing the payment will incur a fee. You can initiate a trace by contacting our Customer Contact Centre on 1300 55 72 72. 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 it's way back to BOQ as a rejected payment, in which case we will contact you on it's return. If it is not returned we can send a message to the beneficiaries bank amending the details of the payment. There is a fee for this service.

Generally, most beneficiaries in most countries could expect to receive the funds within 1-3 business days.

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

International Payments hours of availability

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

Please note that from 4:15 p.m. (AEST Time) for approximately 15 minutes Monday to Friday, the International Payments facility will be closed for maintenance purposes.

Also, from time to time the International Payments service will be temporarily unavailable. If this occurs the Service Unavailable screen will be displayed when you click on the International Transfer menu option. We suggest that you try Internet Banking at a later time to carry out your payment.

From account appears as unregistered in the select account list

The Select From Account drop down box contains all accounts that are registered and unregistered for International Payments. If the account you wish to use appears as unregistered you will need to register this account for International Payments. If you select an unregistered account a pop-up box will display asking if you would like to register the account and if you then click Yes you will be directed to the Account Registration Screen.

Your account registration will be processed within 2 business days.

Please Note: The following accounts cannot be registered for International Payments:

• Loan Accounts
• Trust Accounts
• Credit Cards
• Term Deposits
• any account(s) that have fees redirected to another account

Beneficiary used to complete an International Payment does not appear on the Beneficiary tab or in the Beneficiary drop down box

If an International Payment has been completed with a beneficiary that has not been used before, this beneficiary will not appear on the Beneficiaries tab or in the Beneficiary drop down box until the relevant International Payment has been approved by BOQ's processing system.

The exchange rate used on the Finalise Exchange Rate screen changed

BOQ uses real time exchange rates and as a result the exchange rates provided will change throughout the day. It is possible for the exchange rate to change whilst you are completing an International Payment. You only have a certain period of time to lock-in the current exchange rate displayed - this is typically but not always 30 seconds. After this period of time has expired you will be required to either refresh the exchange rate, or cancel the payment.

Did not include an IBAN/BIC or IBAN/BIC is incorrect

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 International Payment may be rejected. Beneficiary bank charges may be deducted from your payment or charged back to you.

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 99999.99