Top Queries answered

Top FAQs

How can I report a lost or stolen card?

 

Contact our 24 hour Lost/Stolen Department:

Republic of Ireland 1890 706 706
Great Britain/Northern Ireland 0345 309 8099
Outside these locations  +353 567 757 007

We will cancel your lost or stolen card and have the new card issued to your address on file within 5-7 working days.

Please let us know immeadiately if you discover your card is lost or stolen. Otherwise, you'll be liable for any losses up to the time you report the loss to us.

How long will it take for me to receive my new or replacement Visa Debit card?

 

You will receive your replacement debit card within 5 to 7 working days of ordering it.

When can I transfer funds on 365 online, mobile app, or tablet app?

 

You can transfer funds on 365 online, Mobile or tablet apps whenever you like. However, the time and day you make the transfer will determine when your payee receives the funds.

  • To ensure that funds leave your account the same day and begin processing, you need to transfer before 15:30 (ROI) or 16:30 (UK) Monday to Friday.
  • To ensure that funds to leave your account the same day but only begin processing the next working day, you need to transfer after 15:30 (ROI) or 16:30 (UK) Monday to Friday or anytime Saturday, Sunday and Bank Holidays.

Please note: If the payment is in euro and covered by Payment Services Regulations (PSR), we will ensure the Payee’s bank is paid within one banking day of funds leaving your account (above). If it is a cross-border payment* in Sterling or another European Economic Area (EEA) currency (non-euro) we will ensure the Payee’s bank is paid within three banking days of funds leaving your account. If the international (non SEPA)* transfer is not PSR regulated, we may take more time to pay it to the Payee’s.

*Republic of Ireland only

How do I transfer on 365 Online, mobile app or tablet app?

 

To make a transfer to another account you must first add a Payee and activate the Payee on 365 online, Mobile or tablet apps then you can follow these simple steps when logged in to make your first payment:

365 Online

  1. Click Money Transfer on the left hand menu;
  2. Choose the type of transfer - Bill/SEPA/International/Own accounts;
  3. Choose the account to transfer from and click continue;
  4. Choose the account to transfer to;
  5. Enter the amount and amend the reference (if required) and click continue;
  6. Enter the 3 requested digits of your 6 digit 365 PIN.

A confirmation screen will appear giving you an oppurtunity to print this information; you may also save as a PDF.

Mobile App

  1. Tap the Transfers button in the bottom menu panel;
  2. Choose your account to Pay From
  3. Choose Pay a person; pay a Bill; or Transfer to Own Accounts (also available Pay to Mobile; or Mobile Top up)
  4. Enter the amount and amend the Message to Payee (if required) and Tap continue;
  5. Take time to confirm details on the next screen then Tap Yes
  6. Enter the 3 requested digits of your 6 digit 365 PIN.

A confirmation screen will appear summarising your transfer request.

Tablet App

To begin tap Money Transfers in main menu (tap top left icon to open this menu)

The next screen will show the blank Transfer Details.  At each step you will see the options available on the right hand side of the screen. Drag and drop* options to highlighted boxes to set up your transfer. 

  1. Drag and drop the account  you are transferring from
  2. Drag and drop account you are transferring to (My Accounts, Bills, SEPA, International)
  3. Enter the amount and tap Submit;
  4. Tap when you would like to make this payment, Today then tap Continue; or select a date on calendar by tapping Future Date
  5. If required add reason for payment, or edit reference, then tap Continue
  6. View important information cut off time and daily limits, tap Continue
  7. Take time to confirm Transfer Details
  8. Enter the 3 requested digits of your 6 digit 365 PIN then tap Submit

 A confirmation screen will appear summarising your transfer request.

*How to Drag and Drop? Simply tap and hold an option then drag your finger to the highlighted box and release.

Transfer cut-off times are as follows:
Cut-off time for ROI 3:30pm
Cut-off time for UK 4:30pm

What is User ID by SMS Short Code?

 

You can request to have your 365 online User ID sent to your mobile by text message free of charge. Simply free-text the word User to 50365.

To use this service with your Personal Current Account you will need to:

  • Register your mobile to receive security codes.
  • Ensure that your mobile number is linked to only one User ID.

This service is not currently available on Business Current Accounts.

How much can I transfer on 365 Online, mobile app or tablet app?

 

There are various amounts you can transfer through 365 online, Mobile or tablet apps; please see our guide on limits below:

  • There is a maximum total limit of €20,000 / £20,000 per working day for Payees that have been activated by a postal security code;
  • There is a maximum total limit of €10,000 / £10,000 per working day for Payees that have been activated by SMS security code.

Please Note: €20,000 / £20,000 is the maximum limit per working day and is reduced by payments to SMS activated Payees on that day also. If you need to avail of your full limit on a day it is recommended you pay to Payees activated by SMS security code first. Where payments are requested on, or scheduled for, a Saturday, Sunday or bank holiday, these payments will be processed on the next working day and will be subject to the limit for that working day.

How do I change my 365 PIN or my User ID?

 

Your unique 365 online User ID cannot be changed. To change your 365 PIN call 0818 200 365 and complete the following steps:

  1. Choose Option 1 Account Enquiries;
  2. Choose Option 5 ‘Statements, Direct Debits & 365 PIN’;
  3. Choose Option 4 ‘Change your 365 PIN’;
  4. Enter your account number and then enter 3 digits of your existing 365 PIN;
  5. Enter your new 6 digit PIN and confirm your new 6 digit PIN by entering it again as prompted.

Please Note: For security reasons you cannot use your date of birth, 6 of the same digits or a sequence like 123456.

Where can I activate my Visa Debit Card?

 

You should activate your card as soon as you receive it. You can activate your card by carrying out a transaction at any chip and pin ATM.

How do I add a payee?

 

365 Online

To add a Payee on Banking 365 online, please log in and follow these simple steps:

  1. Click Money Transfer on the menu on the left hand side;
  2. Choose Add a Payee from the menu;
  3. Choose the type of Payee - Bill, SEPA, or International;
  4. Choose the security code delivery method – SMS or Post;
  5. Enter Payee account details and click continue;
  6. Enter the 3 requested digits of your 6 digit PIN.

Please Note: Your Payee will remain inactive until you activate it using the security code.

Mobile App

To add a Payee using the Banking 365 Mobile App, please log in and follow these simple steps:

  1. Tap More on the bottom right of the screen;
  2. Choose Manage Payees;
  3. Choose the type of Payee – Add New Bill or Add New Person;
  4. Enter Payee account details and tap continue;
  5. Enter 3 requested digits of your 6 digit PIN.

Please Note: Your payee will remain inactive until you activate it using the security code. This code is sent by SMS.

Tablet App

To add a Payee using the Tablet App please log in and follow these simple steps:

  1. Tap the menu button on the top left;
  2. Choose Manage Payees;
  3. Choose Add a Payee from the menu;
  4. Choose the type of Payee - Bill, SEPA, or International;
  5. Choose the security code delivery method – SMS or Post;
  6. Enter Payee account details and tap continue;
  7. Enter 3 requested digits of your 6 digit PIN.

Please Note: Your Payee will remain inactive until you activate it using the security code.

I lost my bag/wallet. What should I do?

 

You MUST call us immediately on the following numbers:

Republic of Ireland 1890 706 706
Great Britain/Northern Ireland 0345 309 8099
Outside these locations +353 567 757 007

Make us aware of all Bank of Ireland cards in your bag/wallet. We will cancel your lost or stolen card and have the new card issued to your address on file within 5-7 working days.

  1. Do you have any other cards that are not with Bank of Ireland? Some useful numbers.
  2. Make a list of what was in your bag. Do you need to contact your mobile provider to disconnect your phone?
  3. Report it. If your bag/wallet is stolen, contact the local Garda or police.

If you have lost your wallet or your bag, please refer to our Helpful Customer Care Checklist for a list of commonly used service providers to help you cancel and reorder lost items.

Click here to view our Care Checklist.

Please note: Please let us know immediately if you discover your card is lost or stolen. Otherwise, you’ll be liable for any losses up to the time you report the loss to us.