Common Problems with RTGS 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 Accounts table on the Home screen, and with the account name and number in the drop down box located on the Enter RTGS Payment Details screen.

Daily Pay Anyone limit is exceeded

RTGS 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

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

Payment is not received by the nominated RTGS 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 (i.e. name and account number match), and relies solely on the account number details to process your transaction.

RTGS Payments can take up to 120 minutes before they are received by the RTGS payee's bank. If the RTGS payee has not received the RTGS Payment you should contact the RTGS payee's bank to ensure they have received the funds and find out why they have not processed the payment. You can also request a trace of the payment by contacting our Customer Contact Centre on 1300 55 72 72.

RTGS Payments hours of availability

You can complete an RTGS payment via Internet Banking from 7.30 a.m. Monday (AEST Time) to 5:00 p.m. Friday (AEST). If you attempt to complete an RTGS Payment outside this time window, you will receive the "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 RTGS Payments facility will be closed for maintenance purposes.

From time to time the RTGS Payments service may be temporarily unavailable. If this occurs the Service Unavailable screen will be displayed when you click on the RTGS Payment 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 RTGS Payments. If the account you wish to use appears as unregistered you will need to register this account for RTGS Payments. If you select the unregistered account a pop-up box will display asking if you would like to register the account and if you click Yes you will be directed to the Account Registration Screen.

Your account registration will be processed within 2 business days.

Please note that the following accounts cannot be registered for RTGS Payments:

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

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

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

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