Welcome to Your 365 Online support!

Find answers to the most commonly asked 365 questions.

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Top FAQs

  • I have trouble logging in.

    If you are having trouble logging in please see the below troubleshooting guide:

    1. To confirm you are using the correct User ID, text User to 50365 and you will receive an SMS confirming your User ID. This is a free service;
    2. If your PIN is blocked you will be prompted to call us on 0818 200 365;
    3. To confirm your unique password information (step 2 when logging in) call us on 0818 200 365;
    4. Enable cookies on your browser – accessible through your internet browser settings.

    Note – If you have not yet registered for 365 Online and would like to register click here.

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  • What is ‘Ask a Question’?

    If you still need help resolving your query, we are happy to help. To ‘Ask a Question’ please log into 365 Online on a browser and follow these simple steps:

    1. Click Alt text just below the quick transfer box on your home screen;
    2. Choose Ask a Question from the Drop down menu and click Go;
    3. Choose the account / policy you have a query on and type in the subject;
    4. Type your query into the Message box. What you type here is up to you!
    5. Click on Send to submit.

    Note - We will endeavor to answer your queries within 2 working days. You will see our reply in your ‘Inbox’ in the ‘Service Desk’. You can review your past 12 months of queries in your ‘Sent Items’.

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  • What is the Service Desk?

    The Service Desk brings our 365 Services to your fingertips. The following services are available from the Service Desk:

    • Add your Account or Policy (BOI Accounts/policies);
    • Order a Statement;
    • Order Interest Certificates;
    • Order Balance Certificates;
    • Re-order ATM or Debit Card;
    • Card Travel Notification (Debit/Credit Card);
    • SEPA Direct Debit Services – ROI only;
    • Ask a Question;
    • Credit Card Services - UK only;
    • Update postal address.
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  • How can I add my other Accounts to view on 365 Online?

    You can add a number of accounts to your 365 Online profile by logging in and taking the following steps:

    1. Click Manage Accounts on the left hand menu;
    2. Choose Add your Account or Policy;
    3. Choose the type of account from the drop down list;
    4. Enter the account details and click Add Account.
    This request can take up to 5 working days to complete.

    Important – The accounts must have your own name (sole or joint account) and match the address and date of birth on all other accounts on 365 Online. Please note that account types must be ‘like for like’ when adding them to 365 Online i.e. personal and personal or Business and Business accounts. Personal and Business cannot share the same User ID and must be set up separately.

    For more information on what accounts you can access via Mobile and Tablet Banking, please see our Mobile Banking and Tablet Banking FAQs.

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  • 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.
    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.
    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.
    Your Payee will remain inactive until you activate it using the security code.
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  • What is a payee?

    A payee is the receiver of a payment. You must register the payee account details via 365 online, Mobile app, or Tablet Banking before you can make payments or transfer money. There are a number of payee types:

    • Bill Payee - e.g. BOI credit card, Electric Ireland, and Virgin etc;
    • SEPA Payee - Available to ROI customers only;
    • UK Domestic Payee - Available to UK customers only;
    • International Payee - Available to ROI and UK customers.*

    *International Transfer functionality is not available to UK customers on either the Mobile or Tablet Banking App.

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  • SEPA Direct Debits: View, cancel or amend.

    Viewing your Direct Debits

    You may find Direct Debits on your accounts by following the steps below:

    1. Log into 365 Online
    2. Click Statements
    3. Under Recent Transactions choose Account from dropdown menu
    4. Click Advanced
    5. Select Month from 2nd drop down menu or enter date range
    6. Select Direct Debits/Credit from Show dropdown menu and click Go

    You can identify SEPA Direct Debits as ending in ‘…SEPA DD’ and will show more details by clicking the next to it.

    Regular debits may leave your account other than SEPA Direct Debits i.e. using a Standing order or Debit card. If you need help identifying these why not Ask Question within the 365 Service Desk.

    Cancelling a Direct Debit (ROI only)

    To cancel a SEPA Direct Debit:

    • Click the next to the direct debit
    • Then click Alt text button
    • Follow the steps requested to confirm cancellation.

    Amendments

    For a full list of SEPA Services:

    • Click Manage Accounts from 365 homepage
    • Select Direct Debit Services
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  • What are BIC and IBAN, and where can I find them?

    An IBAN is an International Bank Account Number. It is unique to your account.

    A BIC is a Bank Identifier Code. It is unique to your Bank.

    The combination of your BIC and IBAN enable you to make and receive payments internationally or within Ireland.

    You can locate your BIC and IBAN by:

    1. Logging into 365 Online;
    2. Expanding the Alt text symbol on the homepage.

    You can also find both your BIC and IBAN on an eStatement/Paper Statement or you can also use our IBAN Calculator.

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