Frequently asked questions

Troubleshooting

• I want to use Zippay but I do not seem to have the option on the mobile app

  Make sure that your device is using the latest version of the Bank of Ireland mobile app.

  • To check this, go to your app store or play store, search for ‘Bank of Ireland Mobile Banking’ and select ‘update’.
  • If you already have the app installed on your device and you have enabled automatic updates, you will get updated versions of the app automatically. You will see the Zippay option under the ‘Payments’ tab in the mobile app, if you are eligible for the service. Please see “Who can use Zippay?” for full details.

• Why can I not see all my contacts when I use Zippay? (iPhone only)

  If you cannot see the full list of eligible contacts when you use Zippay, you may have granted access to only some contacts or you may have tapped ‘Select Contacts Later’ when you first used Zippay. You can change this with the following steps:

  1. Go to ‘Settings’
  2. Select ‘Apps’
  3. Find ‘Bank of Ireland Mobile Banking’
  4. Go to ‘Contacts’
  5. Set to ‘Full Access’.

• When I go to Send Money, the ‘Stop and Think’ message is not displayed correctly

  The issue is linked to the Display Zoom settings on certain iOS devices or the Screen Zoom settings on certain Android devices.

  How to fix the issue

  Update your Display Zoom settings

  This may happen if your iPhone is set to use Larger Text in Display Zoom or if the Screen Zoom setting in your Android device is set to maximum. To fix this:

  For iPhone users

  • Open ‘Settings’ on your iPhone
  • Tap ‘Display & Brightness’
  • Select ‘Display Zoom’
  • Choose ‘Default’ instead of ‘Larger Text’. (You can go back to ‘Larger Text’ later)

  
  
  

  
  
  

   

  For Android users

  • Open ‘Settings’ on your device
  • Tap ‘Display’
  • Select ‘Screen Zoom’
  • Navigate the scroll to a lower setting. (You can go back to a larger setting later)

  Important

  • Your device will restart when you change this setting.
  • If you are on a call with one of our contact centre agents, the call will disconnect.
  • You may temporarily lose network connectivity.
  • You should fully close the mobile app before making this change. You will need to log in again afterward.

• I got a push notification telling me I had received a payment using Zippay but I cannot access Zippay

  Zippay is being rolled out to all customers over a short period. You will see the Zippay option under the ‘Payments’ tab in the 365 mobile app, when you have been given access. You may still get payments from other Zippay users in the meantime. You can view this payment, including the sender’s information, on your transaction list within the “accounts” tab in the 365 mobile app.

• I got a push notification telling me I had received a money request using Zippay but I cannot access Zippay

  Zippay is being rolled out to all customers over a short period. You will see the Zippay option under the ‘Payments’ tab, when it has been rolled out to you. You may still get requests from other Zippay users in the meantime. However, you won’t be able to accept or decline these requests until your access has been granted. These requests will remain open for 30 days. You will find them under the ‘open requests’ section of the Zippay landing page. You will have full access to Zippay in the next few days. In the meantime, if you know who sent you this request, and it’s urgent, you can send them a SEPA payment. You will need their IBAN to send it.

• I do not have access to Zippay yet but payments are going into an account that I do not want them to go into

  Your default account for Zippay was determined before the service was launched. Payments will go into this account. However, if you would like to change the account you can when Zippay is rolled out to you. Unfortunately, this is not something we can change for you but you will be able to access Zippay in the next few days.

About Zippay

• When will Zippay be available?

  Zippay will be launching on a phased basis with all participating banks from March 2026. We’ll put a message in our 365 mobile app to tell you when it launches.

• Who will offer Zippay?

  Bank of Ireland, AIB, and PTSB all offer Zippay. Other financial institutions may join in the future.

• Who can use Zippay?

  You can use Zippay with Bank of Ireland, if all the following are true:

  • You are 16 or older
  • You have an active euro Bank of Ireland personal current account in the Republic of Ireland (joint accounts must allow individual payments)
  • You have the 365 mobile app downloaded to your mobile phone with your personal current account registered to it
  • You have authenticated your mobile number using the Bank of Ireland 365 mobile app
  • You have not opted out of Zippay.

• What are the benefits of using Zippay?

  Zippay makes sending money, requesting money or splitting a payment with other Zippay users simple, using a mobile phone number instead of an IBAN or account number. There’s no need to top up a digital wallet to pay family or friends, and no extra fees or charges. You can hold funds and manage your money with your preferred and trusted bank.

• Where will I find Zippay?

  Zippay will appear under the “Payments” tab in our 365 mobile app. If you select Zippay, you will be presented with the Zippay landing page, where you can send money, request money, or split a payment.

• How am I enrolled in Zippay?

  If all the above are true in the section “Who can use Zippay?”, you will be automatically enrolled in Zippay. To get you enrolled, we securely share some personal information about your Bank of Ireland current account with a trusted service provider including:

  • Your name
  • Your account IBAN
  • The mobile number you registered on the 365 mobile app
  • An encrypted combination of your date of birth and mobile number (just to check if you have accounts with other financial institutions offering Zippay to customers).

  This information is only shared with our trusted service provider for Zippay. Not with other financial institutions. And, when we share it, we follow all the data protection laws that apply.

  Please see more information on how we protect your data.

• Is Zippay secure?

  Yes. Because Zippay is accessed through the 365 mobile app, you can be assured that it has the same high level of security, protection and digital safety provided by our 365 mobile app.

Zippay enrolment

• Do I need to activate Zippay in my banking app?

  No, you do not need to activate Zippay in the 365 mobile app. Once it launches, Zippay will appear in the 365 mobile app.

• How do I opt out of Zippay?

  You can opt out of Zippay on the 365 mobile app. On the Zippay landing page, within settings you will see an ‘opt out of Zippay’ choice. The toggle will show ‘Zippay Payments on,’ simply click the toggle button to ‘off.’ And, if you change your mind later, you can just opt back in.

• If I opted out of Zippay, can I opt back in again later?

  Do not worry you can always opt back in. Simply go to the 365 mobile app. On the Zippay landing page within Settings, you will see an ‘opt out of Zippay’ choice. The toggle will show ‘Zippay Payments off’. Simply click the toggle button to ‘on.’

• If I wish to opt out of Zippay, will I be unenrolled immediately?

  Yes, if you opt out of Zippay, you will no longer be seen as enrolled in Zippay to other users and you will be removed from the service immediately.

• What if I am under 16?

  Zippay will not be available in the 365 mobile app until you turn 16. When you turn 16, we will automatically enrol you in Zippay. Don’t want Zippay? That’s fine. Before you turn 16, you can opt out by calling us on 0818 365 365 or 01 404 4000 (+353 1 404 4000 if you are calling from abroad). We are available 9am to 6pm, Monday to Friday, 9am to 5pm on bank holidays, 10am to 2pm on Saturday, and are closed on Sunday.

  Once you turn 16, you will be able to opt out on the 365 mobile app when Zippay launches. And, if you change your mind, you can just opt back in.

Zippay and your accounts

Default Account Management

• What is a default account for Zippay?

  We’ll select one of your personal current accounts so that you can receive Zippay payments as soon as Zippay launches. You’ll receive payments into this account. We call this your default account. You can change your default account at any time.

• Can I have more than one default account?

  No, you will only have one default account, even if you bank with multiple banks.

• How can I change my default account with Bank of Ireland?

  You can change your default account at any time using the 365 mobile app. Select ‘Default Zippay Account’ at the top of the Zippay landing page. You can select a Bank of Ireland account from the drop-down list.

• Can I change my default account from another bank to Bank of Ireland?

  Yes, if you’d prefer to have your default account set with Bank of Ireland, you can do this by logging in to the 365 mobile app and going to the “Default Zippay account” section at the top of the Zippay landing page. Follow the onscreen instructions and select the relevant account from the drop-down list.

• How does Zippay work if I have a joint personal current account?

  Zippay works with joint accounts that have a single mandate. In other words, joint accounts where any of the account holders can individually authorise a payment without getting the authorisation of other account holders. If this is the case, each account holder can use Zippay independently, to send and receive money.

Send Money Using Zippay

• Which account will I use to send Zippay payments?

  You can choose to send Zippay payments from any personal account that you can currently send credit transfers from, using the 365 mobile app (for example, your personal current account or personal demand deposit account).

• How can I send a payment using Zippay?

  In the 365 mobile app, go to the Zippay landing page within the “Payments” section. Select “Send Money”, select a contact from your contact list, confirm the account you wish to pay from and enter the payment amount. Make sure you’re paying the right person by checking the masked name displayed and then confirm the payment. The recipient will get a notification of your payment. Alternatively, you can send money, by selecting “Send money or pay a bill” within the “Payments” section, by selecting “Select a contact. Pay with Zippay”.

• Does Zippay have a send money limit?

  Yes, you can send up to €1,000 a day.

• How do I know that I’m paying the right person when I use a mobile number to pay them?

  Before you pay someone, we’ll let you know the ‘masked’ name of the owner of the account linked to the mobile number. A ‘masked’ name is simply a name with some details removed for security purposes. For example, if you’re paying ‘John Smith’, we’ll let you know that ‘Jo** Smi**’ owns the account.

  If the masked name does not match the person you intend to pay, do not go ahead with the payment. This is extremely important. If you send money to the wrong payee, we will make every reasonable effort to recover it. But we may not be able to recover all or any of that money.

• Can I manually add a mobile number to send money or does the person need to be a saved contact?

  Yes, you can enter the mobile number, with the relevant country code, of someone that is not in your contacts, once that person/mobile number is enrolled in the Zippay service.

• Can I set up a recurring payment or requests using Zippay?

  No, Zippay does not allow you to set up recurring payments or requests.

• What can I do if I’ve sent a payment to a wrong contact?

  You can contact the person you sent money to and ask that they return the payment. Alternatively, you can send a Money Request to them. If you do not get the money back from them, you can ask the bank to initiate a recall on your behalf. This recall is on a ‘best efforts’ basis and does not guarantee that the recipient will return the money.

• How can I make or receive a payment, if I am not eligible to use Zippay?

  If you’re under 16 when the service launches, or you want to make or receive a payment from a business account, you won’t be able to use Zippay.

  You can still make payments using the 365 mobile app or 365 online. Just log in and follow the steps under “Payments” or “Transfers”.

  To receive a payment, the sender will need your IBAN and account name. They should follow the steps provided by their bank or financial provider.

• If I have blocked a contact, can they still send me money (and can I still send them money)?

  When you have blocked a contact, they can still send you money, and you can send money to them. However, the blocked contact will be unable to send you a money request.

Request Money Using Zippay

• Which of my accounts will receive Zippay payments?

  We’ll select one of your personal current accounts so that you can automatically receive Zippay payments. You’ll receive payments into this account. We call this your default account. You can change your default account at any time.

• How can I request a payment using Zippay?

  In the 365 mobile app, go to the Zippay landing page within the “Payments” section. Select “Request Money”, select a contact from your contacts list, enter the requested amount, and then confirm the request. The recipient will get a notification with the request for the specified amount, which they can accept or decline. Once accepted, the money will arrive in your account immediately.

• Does Zippay have a request money limit?

  You can request money up to €500 for each individual request. You can have up to 30 payment requests open at any one time.

• What is the difference between request money and split a payment?

  Request money is one individual payment request, whereas with the split a payment function you can split a payment between one and 30 contacts.

• Can I decline an incoming money request?

  Yes. When you click on the notification, you can ‘accept or decline’ the incoming money request. Alternatively, you can access these on your Zippay landing page within the “Payments” section and you can ‘accept or decline’.

• If I accidently decline a money request, what can I do?

  You can ask for the sender to resubmit another money request. Or you can send them money if you know the amount they were requesting.

• When I receive a money request, can I edit the amount of the request?

  No. The amount of the money request is not editable.

• How will I know if I have received a request for money?

  If you have push notifications turned on, you will receive a push notification. On the app, within the Zippay landing page, you will also be able to see a heading ‘open requests’. The app will display up to five ‘open requests’. Further details can be displayed if you select the ‘view all link’. This displays both open and closed requests up to a maximum of thirty requests.

• What happens to any open money requests I’ve sent, if I change my mobile number?

  If you change your mobile number, any open money requests you’ve sent, will be cancelled and cannot be paid by the person you’ve requested the money from.

• How can I block someone from requesting money from me?

  You can block another Zippay user from requesting money from you, using the ‘Block’ function within Zippay landing page on the 365 mobile app. Go to settings and select ‘block contact’. Here you can select the contact you wish to block. You will receive an ‘pop up’ message stating “do you wish to block contact, Yes or No.”

• When do money request/ split a payment requests expire?

  Money requests that have not been accepted by recipients will expire after 30 calendar days.

Split a Payment Using Zippay

• How many people can I split a payment with?

  If you are looking to ‘Split a Payment’, this request can be sent to up to 30 recipients.

• How can I split a payment using Zippay?

  In the 365 mobile app, go to the Zippay main screen in “Payments”. Select “Split a Payment”, select up to 30 recipients and enter the requested amount. The amount requested can be split equally or set to an amount of your choosing. Once ready, you can then confirm the request. The recipients will get a notification with the request for the specified amount, which they can accept or decline. Once accepted, the money will arrive in your account immediately.

Other Zippay FAQs

• What is a verified mobile number?

  A verified mobile number is one that has been confirmed by you with your bank as the mobile number associated with your digital profile.

• What if I change my mobile number?

  If you change your mobile number, please follow the instructions on 365 online or the 365 mobile app to update it as soon as possible.

  If you change your registered mobile number and do not update it immediately, there’s a risk that money that you expected to receive is instead paid to another account that does not belong to you.

• What if my mobile number is linked to more than one 365 online profile?

  If your mobile number is linked to more than one 365 online profile, you will not be automatically enrolled in Zippay. Instead, you will have to opt in to the service. If your mobile number is linked to multiple profiles (for example, with an elderly parent or child), we recommend that the registered owner of the mobile number opts in to Zippay, as payments made to the mobile number will be paid to the account of the person who opts in.

• Can I use Zippay with an international mobile number?

  Yes, Zippay allows payments and requests to be sent to and from international mobile numbers as long as the number is associated with an eligible account of a participating bank.

• How do I know if the person I want to pay can receive Zippay payments?

  Zippay uses mobile numbers saved in your contact list to identify users who are enrolled in the service. They will appear in your “reachable contacts” list. You’ll also appear as enrolled to users who have your mobile number saved in their contact list.

• Why have I received a notification saying I have been un-enrolled from Zippay?

  There are several reasons why you may have been un-enrolled from Zippay. Examples of the reasons why include:

  • Your account may have gone dormant
  • You requested your joint account to move from a single mandate to a double mandate
  • Your account has been closed
  • Your account status has changed
  • You have opted out of Zippay.

  If you have been unenrolled from Zippay and you do not know why or have any other questions, please call us on 0818 365 365 or 01 404 4000 (+353 1 404 4000, if you’re calling from abroad) from 9am to 6pm, Monday to Friday, 9am to 5pm on bank holidays, 10am to 2pm on Saturday, and are closed on Sunday. We’ll be happy to help you.