Business On Line Payments Plus Frequently Asked Questions Page 1 of 7
Trouble shooting Questions 1. I m unable to find my file to authorise it. I up-loaded my file via Business On Line File Gateway but it is not displayed when I log onto Business On Line Payments Plus? There are three scenarios where your file has not reached Business On Line Payments Plus for Authorisation. A. If your file is not listed in the Authorisation screen on Business On Line Payments Plus; it may have failed preprocessing validation. For further details, please review the File rejections report section of the Direct Debit Creditor Reports Guide. B. If your file has left Business On Line File Gateway successfully but is not listed in the File Rejection Report, there maybe an issue with the Creditor ID (CID) Please contact us to resolve. C. The file may not have left Business On Line File Gateway and has failed upload. There are a number of reasons why this may have happened. You (Admin 1) will be notified about these failures in two ways: the /Reject directory that is visible in the Download Files Tab and via email (if you have subscribed to email notifications). Please see the Business On Line File Gateway Guide for details on why files may fail up-load. 2. I authorised my file on Business On Line Payment Plus, though I am unable to view it? Once your file has been authorised on Business On Line Payments Plus it is sent for processing and is no longer available to view in Business On Line Payments Plus. Best practice: Once you authorise your file in Business On Line Payments Plus, ensure to print the Authorise File Confirmation screen for your records each time you authorise a file. In this way you will be able to track your authorised files. 3. I up-loaded the file with the incorrect date, can I change it / cancel it. You cannot amend/delete a file which has been uploaded to Business On Line Payments Plus. Uploaded files that have not been verified and authorised will not be sent for processing. If there are errors with a file that has been uploaded & not verified and authorised, simply correct the errors, upload the corrected file again through Business On Line File Gateway and proceed to authorise the corrected file in Business On Line Payments Plus. For further information on file upload, please review the Business On Line File Gateway Guide or discuss with Admin 1 who will be uploading the files. Important information: It is vital the two administrators liaise with each other to ensure the correct file is being authorised. 4. How do I recall a payment? Please contact us. 5. I locked my Digipass, what can I do? Please contact us on 1890 818 265 6. My Digipass is broken / damaged and not functioning (battery run down), What can I do? Please contact us on 1890 818 265 if you are having issues with your Digipass 7. I locked myself out of Business On Line File Gateway, what do I do? You will be locked out of Business On Line File Gateway if you enter your User ID and/or password incorrectly 5 times. To resolve, please contact us. 8. I received an error message in Business On Line File Gateway, what does it mean? Error Message A timeout has occurred while trying to communicate with the server Transport error HTTP code: 12007 for URL: /logout.do?uniqueid= -1qo8ni8s0ylg4 This mailbox is unmonitored. Files Uploaded to this mailbox will not be processed Action Check your internet connection and try again Check your internet connection and try again This error message is displayed if an incorrect mailbox path is selected while uploading a file. Select the / mailbox path. Page 2 of 7
Logging on: 1. How do I log onto Business On Line File Gateway? To logon, enter your 7 digit user ID, starting with S. This is the User ID you (Administrator 1) received from Bank of Ireland. On first logon you will required to change your password, enter the password you received with your User ID and change it to a password known only to you. Re-enter your new password to confirm. Press Sign In. 2. Can I change my Business on Line File Gateway password? Yes it is possible to change the password on Business on Line File Gateway.Please review the step by step process for changing your password in our Business on Line File Gateway Guide 3. I can t log onto Business On Line Payments Plus? To log onto Business On line Payments Plus you will need your User ID and Digipass (administrator 2 has Business On Line Payments Plus and Digipass access). Please access our step by step demo through https://bolpp.bankofireland.com 4. I have lost my Digipass, what do I do? Please contact us on 1890 818 265 5. How do I unlock my Digipass? 7. How do I create my own unique 5-digit PIN when using my Digipass for the first time? i. Turn it on by pressing the red button. New devices will display NEW PIN. ii. Enter the 5 digit PIN (this should be unique to you). iii. Press the green Enter button. iv. Re-enter your new PIN to confirm. Your Digipass will now be active with your new 5-digit PIN. Note: The following rules apply to changing a PIN: The PIN cannot be the same as the current one. The difference between the digits cannot be constant e.g. 12345, 11111, 13579, 97531. The device will perform a validation on the PIN entered and ensure an insecure PIN is not entered. Bank of Ireland will never know, or store, your PIN. Please note: It is important to remember this PIN and also keep it confidential to you. If you forget your PIN, you will need to order a new device or activate your spare Digipass. 8. Can I change the PIN of my Digipass? Yes it is possible to change the PIN on your Digipass. Please review the step by step process in our Digipass Guide. 9. What happens if I can t recall my Business On Line Payments Plus User ID? If you can t recall your Business On Line Payments Plus User ID, Administrator 2 can contact us and request the helpdesk operator to issue it to them over the phone. Once authenticated, the helpdesk operator will issue out the User ID over the phone. If you lock your Digipass you need to contact us. There is no way of unlocking your existing Digipass. For further information on Digipass, please review the Digipass Guide. 6. Where do I find my Digipass ID? Your Digipass ID is on the back of your Digipass token. This is a 10 digit serial number above the bar code. Page 3 of 7
File Authorisation: 1. How do I authorise a file on Business On Line Payments Plus? Authorising a file on Business On Line Payments Plus is simple. There is a step by step online demo available on https://bolpp.bankofireland.com which can show you the exact process involved. For further support, please review our support guides, Digipass Guide and Business On Line Payments Plus Guide. 2. Can I authorise a single batch within a file? No, you must authorise the whole file for processing. 3. What is a MAC? A MAC, a Message Authentication Code, is a randomly generated, single-use, security code for Credit transfer file verification and direct debit file authorisation. You will enter the Digipass generated MAC into either the Verification screen for Credit Transfer files or into the Authorise File screen for Direct Debit files. 4. How do I know if my file has been successfully authorised? You will receive an Authorise File Confirmation screen in Business On Line Payments Plus, you should print this screen for you records. This screen will display: FILE ID: The file ID which has been authorised. DATETIME: The Date and Time when authorised. NUMTRANS: The number of Transactions authorised in the file. VALUE : The value of the file in euro. User: The 8 digit User ID will also be displayed. 5. How do I know if a file has been rejected on Business On Line Payments Plus? The File Rejections report will give you detail where a file has failed pre-processing validation. Please refer to our detailed Direct Debit Creditor Reports Guide. 6. Can I cancel a file which has already been verified or authorised? No, please contact us. 7. Can I delete a file which has not yet been verified or authorised? You cannot amend/delete a file which has been uploaded to Business On Line Payments Plus. If you do not wish to go ahead with this file, simply do not authorise it. If there are errors with the file, simply correct the errors, upload the corrected file again through Business On Line File Gateway and proceed to authorise the corrected file in Business On Line Payments Plus. Please refer to the Business On Line File Gateway Guide for further information. 8. I authorised the wrong file in error on Business On Line Payments Plus, What should do? Please contact us. Reports: 1. What reports are available for Direct Debit Originators & what are they for? File Rejection Report details where a file has failed preprocessing validation and is available on Business On Line Payments Plus. Creditor Settlement Report is used to reconcile unpaid bulk entries at account level. Creditor Settlement Report can be both printed and downloaded as a.csv file from Business On Line Payments Plus. PAIN.002 Report is used to reconcile unpaids at file level. There are two versions of this report available in Business On Line File Gateway, an XML version or a readable HTML version. For more detailed information on reports please review the detailed Direct Debit Creditor Reports Guide. Page 4 of 7
File Authorisation: 1. What are the cut-off times for file submission on Business On Line Payments Plus? You must submit your direct debit files according to these timelines: D-6: D-3: First Time (FRST)/One off (OOFF) collections must be issued and authorised for processing at the latest by 3:30pm 6 days before the due date. Recurring (RCUR)/Final (FNAL) collections must be issued and authorised for processing at the latest by 3:30pm 3 days before the due date. (Where D = settlement/collection date). Mon Tues Wed Thurs Fri Sat Sun 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 (D-6) 17 18 19 20 21 (D-3) 22 23 24 (D) 25 26 27 28 29 30 31 Provided no weekday occurs which is designated as a non-processing day (i.e. Irish Bank Holiday, Christmas Day, New Years day etc) Files may be submitted up to 30 calendar days in advance. It is highly recommended you start your file submission as early as possible in order meet this deadline, files submitted after 3.30pm may not be processed. Please contact us. Credit Transfer Customers You must submit your Credit Transfer files according to these timelines: D-1: Credit Transfer Files must be issued and authorised for processing at the latest by 3:30pm 1 Business day before the due date. 2. What are the technical specifications required for Business On Line Payments Plus? Operating Systems: Windows version XP service pack 2 / Vista / Windows 7/ Windows 8 Apple Mac OS Browsers: Internet Explorer version 8+ Safari version 5+ Latest versions of Chrome and Firefox For more information, please click here to access the Business On Line Handbook effective from 27/08/2013. Part 2: Business On Line Payments Plus. 3. What are the technical specifications required for Business On Line File Gateway? Operating Systems: None specific. Browsers: Microsoft Internet Explorer 8.x + Apple Safari 3.2.x + Mozilla Firefox 3.5 + 4. What file formats are supported? For direct debit payment files, only PAIN.008.001.02 XML file formats can be supported. For more information on the PAIN.008.001.02 file structure, please visit https://bolpp. bankofireland.com 5. Can Bank of Ireland convert my existing STD- 18 direct debit files to the SEPA XML format on my behalf? As a direct debit originator, you will need to submit files in the SEPA XML format in a PAIN.008 payment file. For more information on the PAIN.008.001.02 file structure, please visit https://bolpp.bankofireland.com. Bank of Ireland can only accept these file formats for processing. You can consider an internal system upgrade, engage with an accounts software provider or if your current accounts software provider is unable to provide you with compliant files, there are a number of vendors in the marketplace who can provide this service to you: Sentenial (Bank of Ireland s preferred conversion service provider) Lir Software (Eazy EFT) Volteneo Ardbrook Inveotech As each provider offers differing solutions, you should contact them and see what works best for your company needs. Page 5 of 7
6. Can I use my Creditor ID (CID) for more than one Originator ID Number (OIN)? Only one CID will be issued per OIN. Best practice is to use the ZZZ field within the CID to differentiate separate parts of your business as opposed to having individual or separate CID s. You may replace the ZZZ with a reference to a certain section of your business. Any 3 letter combination is accepted. The benefit of this action is that you will receive fewer Logon details for Business On Line File Gateway and Business On Line Payments Plus. You will only receive one Digipass per CID. The SEPA Creditor Identifier structure is as follows: Position 1-2 filled with the ISO country code. Position 3-4 filled with the A code added to verify the accuracy of the identifier as it is transmitted through IT Systems ISO 7064 Mod 97-10 is used to check this. Position 5-7 filled with the Creditor Business Code. This is free format by default will populate with zzz. You may use this field to differentiate separate parts of your business. Position 8 onwards filled with the country specific part of the identifier being a national identifier of the Creditor. For existing originators, the OIN used for IRECC will be inserted as the national identifier. Creditor ID example: IE 97 ZZZ 123456 7. What is a File ID and a Batch ID? File ID: This is your company s identification of a PAIN.008 file. This File ID corresponds to the Message Identification <MsgId> tag, the unique ID number on the group header of a PAIN008 file assigned by you, the sending party. It can be alphanumeric and up to 35 characters. A file contains all the transactions you wish to submit and any one time. This file can be submitted up to 30 calendar days in advance. This File ID must adhere to Business On Line File Gateway naming conventions. Please see the Business On Line File Gateway Guide for more detail on file naming conventions. Batch ID: This is your company s identification of a PAIN.008 batch within a file. The Batch ID is the Payment Information Identification <PmtInfId> tag, a unique identification ID per batch, assigned by you, the sending party, to identify the Batch information group within the message. It can be alphanumeric and up to 35 characters. You may group these transactions into batches based on Creditor IBAN, Settlement date and/or the Sequence type. In this way you may submit a file containing batches to be processed in different ways and on different value dates. 8. Can I request direct debit returns (R-messages) are applied to an account other than the registered creditor account? No, direct debit returns (R-messages) must be debited from to the same registered Creditor IBAN account to which the batch was credited. 9. Is it possible to have a segregation of duties? Segregation of duties within your company is achieved by assigning two administrators. One user can be responsible for uploading bulk files via Business On Line File Gateway (Administrator 1) and a second user can have responsibility of authorising all uploaded files on Business On Line Payments Plus and use of the Digipass (Administrator 2). 10. Where can I find out more about the system security? For more information, please access the Business on Line Handbook Part 2: Business On Line Payments Plus available on our Bank of Ireland website www.bankofireland.com 12. What is the purpose of HashTab software? HashTab is used to prevent Man in the Middle attacks. This Hashtab software that enables verification of Credit Transfer file integrity and authenticity through the generation of unique hash values for files. HashTab provides OS extensions to calculate file hashes and supports the hash algorithm, SHA-512, that is required by the Bank of Ireland. 13. Where can I download the HashTab Software for CT files? For information on how to download HashTab software please visit the Business On Line Payments Plus Homepage. Page 6 of 7
14. Can I download other Hashing Software Tools? Yes you are free to download any other Hashing Tool but you must use the hash algorithm SHA-512. However HashTab is the software that Bank of Ireland recommends. 15. Is it possible to recall a Credit Transfer Transaction or File? Yes it is possible to recall a Credit Transfer transaction or a Credit Transfer file. Please call the Business On Line Helpdesk for further information. The request can be accepted within the timelines, the request can be initiated from D up to D+10 cut-off time 15:30 (where D+10 refers to SEPA CT working days, thus excluding Target and Irish holidays) 16. Is it possible to recall or cancel a Credit Transfer File? Yes it is possible to cancel a Credit Transfer file. Please call the Business On Line Helpdesk for further information. The request can be initiated up to D-2 cut-off time 15:30. Please note it is not possible to cancel a single transaction within a file. Business On Line Helpdesk Contact Details Republic Of Ireland Tel: 1890 818 265 Northern Ireland Tel: 0845 309 8123 Great Britain Tel: 0845 309 8124 Outside these locations Tel: +353 1 460 6445 Fax: +353 1 285 1336 Email: business.online@boi.com Page 7 of 7