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Q:

What should I do if the cheque image I’ve captured isn’t accepted in Bankline Mobile?

A:

Make sure that all fields on the cheque have been filled in correctly and clearly. If they haven’t, you may need to ask for a new cheque or use an alternative method of payment.

There are a small number of pre-printed cheques that need to be processed over the counter at a branch or Post Office. Reasons include:

  • Non-standard size (the Industry standard parameters are Maximum 8.27 inches (210mm) x 4 inches (102mm)/Minimum 61/8 inches (156mm) x 27/8 inches (73mm))
  • Cheque doesn’t contain a signature
  • Cheque has boxes in unexpected places
  • Cheque contains asterisks

If none of the above applies to your cheque, then it may be an issue with the image you’ve captured. Try taking the photo again ensuring that:

  • You place the cheque against a contrasting background
  • There’s good lighting
  • You have a strong internet connection
  • The cheque is not torn or edges folded
  • The cheque details are not covered

If the problem persists and you’re sure the cheque is filled in correctly, please visit a branch or Post Office.

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