Current Account FAQs

Answers to some of your most common questions

You might also be interested in our guide to personal banking.

Registration

What is Post Office Money Online Banking?

It is an easy, convenient and secure way to manage all your Post Office Money Current Accounts in one place. The Post Office Money Online Banking offers the convenience of day-to-day banking and is a simple way to view your accounts and pay your bills.

Where can I open an account?

To find your nearest branch where you can open a Post Office Money Current Account, use our simple online tool.

How do I get started?

Please remember to have your account number to hand.

To access your personal accounts via Post Office Money Online Banking you will need:

  • Your User ID
  • Password information (made up of personal details)
  • Your six digit Post Office Money Online Banking PIN


These were sent to you when you opened your account. If you have lost or forgotten them please contact us.

How much does it cost to use the service?

There is no additional charge for the service however normal transaction and service charges and international fees and charges may apply. For more details, please see our Fees and Charges section.

What accounts can I register on Post Money Office Online Banking?

You can register your accounts.
You can view your direct debits, organise your standing orders and make payments from your accounts. Check your balances, keep track of withdrawals, deposits and payments on your account.

Can I register a business account?

Post Office Money Online Banking caters for personal customers only at this time.

Logging on

What is a Post Office Money Online Banking PIN?

PIN stands for Personal Identification Number. You will receive your Post Office Money Online Banking PIN once you have opened your account. To gain access to Post Office Money Online Banking, you are asked for random digits of your Post Office Money Online Banking PIN, as well as your User ID and some personal information.

Is the Post Office Money Online Banking PIN the same PIN I use for Post Office Money Phone Banking service?

Yes, your Post Office Money Online Banking PIN that you use for Post Office Money Phone Banking is the Post Office Money Online Banking PIN that you use to gain access to your accounts via Post Office Money Online Banking.

Is the Post Office Money Online Banking PIN the same PIN as my ATM, debit or credit card PIN?

No. It is only for using the Post Office Money’s Phone Banking and online banking services.

Can I change my Post Office Money Online Banking PIN?

If you forget your PIN or you lose it, please contact us and we will arrange to issue you with a new PIN.

If I lose or have forgotten my Post Office Money Online Banking PIN, how do I get a new one?

If you lose or forget your Post Office Money Online Banking PIN, simply contact us and we will issue you with a new one. When you receive your new Post Office Money Online Banking PIN you will need to call us and validate your new Post Office Money Online Banking PIN with one of our customer service agents.

How many chances do I have to enter my Post Office Money Online Banking PIN?

You have two chances to enter your Post Office Money Online Banking PIN and if you fail to get it correct please contact our customer services team for help on 0345 266 8977.

I have my User ID and Post Office Money Online Banking PIN but I still cannot access the Post Office Money Online Banking site.

Some of the most common reasons for not being able to access the online service are:

  • Your Post Office Money Online Banking PIN has not been validated yet. To do this, simply contact us;
  • You have entered your Post Office Money Online Banking PIN or User ID incorrectly;
  • You have entered your personal details incorrectly;
  • Your web browser is not able to receive cookies, or the browser has been set to reject cookies. The Post Office Money Online Banking service needs to have cookies enabled;
  • If you are trying to logon from your workplace you may be trying to gain access through a proxy server. The 'https' protocol needs to be set to 443. Please refer to your network administrator.

What is a cookie?

A cookie is a small file created by a website that stores information on your computer, such as your preferences when visiting and returning to that site.

Post Office Money Online Banking uses cookies as a means of storing and retrieving your preferences each time you visit.

Make sure that the option to allow sites to set cookies on your computer is enabled in order to use Post Office Money Online Banking.

What if I choose not to accept cookies?

Post Office Money Online Banking uses cookies. If you choose not to accept cookies sent from our web server, you will not be able to access or use the service.

Do I need a particular browser to use the service?

For both technical and security purposes, we recommend the following web browsers for use when accessing Post Office Money Online Banking:

  • Microsoft Internet Explorer 7.0 and above
  • Firefox 3.0 and above
  • Google Chrome
  • Safari 4.01


If you need to find out what browser version you have, click 'Help' on the browser's menu bar and select the 'About' text to display these details, including the version number.

If you need to upgrade your browser, download the latest version from the appropriate site below, or contact your internet service provider for details:

PCs


Mac

 

I used the browser back-button - why did an error box appear?

For security reasons, in some of the pages certain history information is removed that would be needed by the browser to go back. Instead of using the browser's back button, use the options offered by Post Office Money Online Banking on the left-hand side of the screen.

Money Transfer

What is a Payee?

A payee is the receiver of a payment. Registered payees are accounts to which you transfer money. You must register the payee account details with Post Office Money Online Banking before you can make payments or transfer money.

How do I register someone as a Payee?

You can add a payee to your Post Office Money Online Banking profile in two different ways: By selecting 'Add a Payee' from the Post Office Money Online Banking home screen;
 or
 by selecting 'Manage Payees' from the 'Manage Accounts' screen.

  • Enter all relevant payee details (must be within the same jurisdiction of the Account you are paying from) and click 'Continue'
  • Confirm the payee details by entering the requested Post Office Money Online Banking PIN digits and click 'Continue'
  • The new payee will then be added to your registered payee list immediately


For security reasons, the status of this new payee remains inactive until you activate it. You require a Security Code which can be sent directly to your mobile phone or mailed to you by post. You can then activate the new payee. Once the payee is activated, you can then start making payments to your new payee immediately.

What is a Security Code?

A unique, seven-digit Security Code which will be issued to you automatically (to your mobile phone or by post) once you have set up the new payee on your Post Office Money Online Banking profile.

How do I register for Security Codes by mobile phone?

You can register for security codes by mobile phone in the 'Manage Accounts' section and then selecting the 'Get Security Codes by mobile phone' service.

More details on how to do this are explained in the 'Get security codes by mobile phone' section further down this page.

How do I activate a Payee?

Once you have registered your payee online you will receive a Security Code to activate it.

  • Select 'Manage Payees' from the 'Manage Accounts' screen
  • Select the 'payee' that you want to activate from your list of registered payees and click 'Activate'
  • Enter the Security Code which was sent to you and click 'Activate Payee'

 

When you have activated your payee, you can make payments to this account immediately.

 

Can I delete a Payee?

  • Select 'Manage Payees' from the 'Manage Account' screen
  • Choose the 'payee' you want to delete from your list of registered payees and click 'Delete'
  • Click the 'Delete Payee' button
  • Once payees are deleted, the details will not be kept on the system. If you would like to add the payee again, you will need to go through the registration and activation process.

How do I transfer money from one account to another?

Select 'Transfer money between my accounts' or 'Domestic transfer' from the 'Manage Account' screen 
or 
use the 'Quick Transfer' service on the 'Post Office Money Online Banking Home' screen.

  • Select the accounts you want to pay from and to and enter the amount you wish to transfer
  • You are then asked to confirm the transaction with random digits of your Post Office Money Online Banking PIN
  • Click 'Transfer Money' to confirm your payment


Please note: Transfers between Post Office Money accounts will reach the destination account the same day. Most domestic transfer requests will be processed so that the receiving bank will be credited within one working day, so long as the request is received by us before the Cut-Off Time (4:30pm). These timeframes are only relevant to transactions within the European Union / European Economic Area (EU / EEA). Transactions outside the EU / EEA may take longer to process.

How much can I transfer online?

There is a transaction limit per working day of £20,000 for payments. This amount is inclusive of the £12,000 transaction limit per working day for international transfers. Payee Security Codes sent to your mobile phone are subject to a working day limit of £3,000. 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 set up a payment for a future date?

You can schedule payments for a future date on the 'Money Transfer' screen.

  • Select 'Transfer Money Between my Accounts' or 'Domestic Transfer' from the 'Manage Account' screen
  • You can then choose to schedule your payment at a later date by selecting 'Select Future Date'
  • Enter the date you want the payment to leave your Account and proceed


Please note: Once you confirm your Future Dated Payment with your Post Office Money Online Banking PIN, this payment will be added to your list of payments pending. You can view this list by selecting 'Payments Pending' from the 'Money Transfer' screen.

I've paid a bill, but the account balance hasn't changed.

Once you receive a confirmation screen after confirming your payment with your Post Office Money Online Banking PIN, (which says 'Post Office Money has received your instruction to pay X from Account A to Account B'), this guarantees that your instruction will be processed.

How do I see if one of my cheques has been cashed?

  • Select 'Cheque Search' from the 'Statements' screen
  • Select the Account on which you have written the cheque from
  • Enter the cheque number that you are searching for and click 'Go'

International Money Transfer

If you want to make an international payment, please Contact Us and one of our agents will help you to make the payment.

Please note the Cut-Off Time for international payments is 4:30pm.

Get Security Codes by mobile phone

Why do I need to register my mobile phone?

For security purposes, Post Office Money Online Banking requires that a Security Code is sent to you when you register a new payee. You can choose to have this Security Code sent directly to your mobile phone. Before registering any new payees you will be directed to the mobile phone registration page.

How do I register my mobile phone?

In the 'Manage Accounts' section, select the 'Get Security Codes by Mobile Phone' service

  • Enter your mobile number and email address (optional) and click on 'Continue'.
  • Your mobile phone is now registered on your Post Office Money Online Banking profile


For security reasons, the status of your mobile phone remains inactive until you activate it by entering a Security Code. This Security Code will be automatically posted to you once the registration of your mobile phone is completed.

What is a Security Code?

A unique seven-digit Security Code which will be issued to you automatically (to your mobile phone or by post) once you have set up the new payee on your Post Office Money Online Banking profile.

How do I activate my mobile phone?

Once you have registered your mobile phone you will receive a Security Code to activate it.

  • Select 'Activate my Mobile Phone' in the 'Manage Accounts' section
  • Enter the Security Code quoted in the letter and click 'Activate'


After you have successfully activated your mobile phone, when you add a new payee you can choose for the activation code to be sent directly to your mobile phone or mailed to you by post.

How do I amend my mobile phone number?

  • Select 'Amend My Mobile ' in the 'Manage Accounts' section
  • Click 'Amend'
  • Enter your new mobile number and click 'Continue'
  • Your new mobile phone is now registered on your Post Office Money Online Banking profile and the old one is deleted.


As with the original registration of your mobile phone, for security reasons, the status of your mobile phone remains inactive until you activate it by entering a Security Code. This seven-digit Security Code will be posted to you once the registration of your mobile phone is completed. Once the payee is activated, you can then start making payments immediately.

Standing Orders

What is a Standing Order?

A standing order is a means by which Account Holders authorise the Bank to make regular transfers of funds from their Account to any other Account.

On what accounts can I set up a Standing Order?

You can set up standing orders on your all of your accounts.

How do I set up a Standing Order?

  • Select the 'Manage Direct Debits and Standing Orders' from the 'Manage Accounts' screen.
  • Select the Account from which you wish to set up a standing order
  • Select 'Set up New Standing Order'.
  • Enter all relevant details including Account number and the sort code of the payee (The Account must be in the same jurisdiction as the Account it is being paid from).


Please note:

1. You will not be asked for a 'Start Date' at this point.

2. For weekly standing orders, the start day field will be disabled.

  • Confirm the set-up of your standing order with 3 random digits of your Post Office Money Online Banking PIN and click 'Continue' to confirm your request.
  • The new standing order will then be added to your existing list of standing orders immediately. For security reasons, the status of this standing order remains inactive until you activate it by entering a Security Code which will be automatically posted to you when you complete the registration of the standing order.
  • Upon successful activation you will be asked to enter a start date for the standing order.


Please note:

Once you have successfully activated your standing order, it will not be visible in your list of standing orders until the next working day.

 

I have activated my Standing Order but don't see it in my Standing Order list?

Once you have successfully activated your standing order, it will not be visible in your list of standing orders until the next working day.

Can I delete a Standing Order?

Yes, you can. To delete a standing order:

  • Select the 'Manage Direct Debits and Standing Orders' from the 'Manage my Accounts' screen.
  • Select the account from which you wish to delete a standing order from
  • Select the standing order you wish to delete from your list of registered standing orders and click 'Cancel'.
  • You will then be asked to confirm the cancellation. Selecting yes will permanently delete the standing order.


Please note:
Once Standing Orders are deleted, the details will not be kept on the system. If you wish to add the standing order, you will need to go through the registration and activation process again.

Can I amend a Standing Order?

On an active standing order you can amend:

  • The amount payable and
  • The status by adding or deleting a hold.

Are there any charges to set up a Standing Order online?

There are no charges for setting up a Standing Order online.

Security

Security Information

We understand the importance of the security and confidentiality of your personal information. Keeping our customers’ information secure is a top priority for us, but it is also important for you to protect your security online. Learn more on how best to protect your information

Fees and charges

What fees and charges do apply?

Account transaction fees and service charges outlined below apply to transactions and services provided via Post Office Money Online Banking. The tables below outline fees and charges on each account. Full details of our fees and charges are containes in our Personal Current Account charges explained brochure.

Account fees and charges

  Standard Account Control Account
Monthly product fee £0 £5
Unpaid item fee £15 £0
CHAPS fee £21 £21
Replacement card fee (includes debit card or cash card or paying-in card) £6.50 £6.50
Extra statements (more than 1 per month) £3 each £3 each
Copy of a past statement fee £6^ £6^
Balance certificate fee £6 £6
Interest certificate £6 £6
Stop cheque fee £7.50 Not applicable

 

International fees and charges
  Standard Account Control Account
Non-sterling transaction fee – for buying goods and service abroad with a Maestro Card 2.75% Not available
Non-sterling cash fee – for withdrawing cash from cash machines outside UK and some cash machines in Ireland (excluding Bank of Ireland cash machines). The machine will give notice that you may be charged £1.50 plus the non-sterling transaction fee Not applicable*
International payment outbound**
(cross border money transfer) £25 £25
International payment inbound
(cross border money transfer) £6 £6


^ For statements up to 3 pages in length. Additional pages are a further £2 each

* International card usage not available with the Control Account

** Because your Post Office Money Current Account is provided by Bank of Ireland (UK) plc, this charge is reduced to £10 if transferring money to a Bank of Ireland account in the Republic or Ireland. An additional £10 charge will apply if the Beneficiary Bank Account details are quoted incorrectly.

Financial difficulties

How can I get help if I’m in financial difficulty?

If you are struggling to manage the borrowing on your overdraft for whatever reason, we are here to help. It is important that you call us on 0345 266 8977. Our experienced advisors will talk you through the options available.
 
Alternatively, the British Bankers Association has a leaflet called ‘Dealing with Debt – A guide for customers’, which provides practical information and helpful advice to those who are facing financial difficulty. It also details a number of organisations that can provide confidential, impartial and free help and advice.

This is available on their website at www.bba.org.uk/wp-content/uploads/2011/04/AE239_DebtLeaflet.pdf

Definitions

0345: Calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.

We can switch you from your existing account to a Post Office Money Current Account in seven days

Manage your money via our Mobile App

Give us a call

Existing Customers

0345 266 8977 8am - 10pm, Mon - Fri
8am - 6pm, Sat
10am - 5pm Sun and Bank Holidays

To apply call

0800 028 1122