Useful video tutorials & answers to frequently asked questions{sub-heading} Account Switching Accounting Package Integration Balance and transaction history BPAY® and BPAY View® eStatements and Statement Preferences International Payments Internet Banking permissible products and requests Multi user authorisation and privilege delegation Other Card Functions Pay Anyone payments and Multi Payments Payments File Upload Facility Online Banking Security Pages BOQ Security Token Learn how to use online banking with our help guides. See our support guides Internet Banking Day-to-Day banking at the click of a mouse. Learn about Internet Banking Banking in the palm of your hand. Learn about Mobile Banking Our all-new, feature filled mobile banking app. Learn about the myBOQ app. Self-Service Hub Lets get you back into Internet Banking. Do you still need more help? FAQ's{yellow-border} Where do I find my banking details? If you experience issues with your Password or the Password is suspended. Your password is case sensitive and can include both uppercase and lowercase letters. The system may respond with an error message indicating that details entered are not valid. The password must be typed in exactly the same case as it was when it was set. Check the status of the CAPS LOCK key if the password is not accepted. If the password is suspended If you are a Customer: Contact the Customer Contact Centre on 1300 55 72 72 (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday). A new temporary password will be issued to you immediately. If you are an Authoriser: Visit a BOQ branch and request a new password. A new temporary password will be issued to you immediately. If you are a Delegated User acting on behalf of a Customer: Contact the Customer, Authoriser or Delegated User who set up your access. How do I change my password? If you have forgotten your password: If you forget your password or your password is suspended, you can request a new password via one of the following methods: If you are a Customer: You can reset your password online using our Self-Service Hub. If you are a Customer or Authoriser: Visit a BOQ branch and request a new password. If you are a Customer or Authoriser: Contact the Customer Contact Centre on 1300 55 72 72 and request a new password. If you are a Delegated User, you will need to contact the Customer, Authoriser or Delegated User who created your password. Receiving your new Password: In most cases, you will receive your new password immediately. If you request to receive your new password by mail, it will be mailed to you within seven business days. You should destroy any previously received letters containing a temporary password. Once you have your new password, you can Log On and change your password at any time via the Other Services menu. Reset your password When you are selecting a Password, you need to adhere to the following restrictions: minimum of 8 and maximum of 20 characters long contain at least three numbers contain at least one upper case or one lower case alphabetic character (ie A-Z, a-z) special characters may be used if they are one of the following: @#$%&+=? not be a regular word contained in a dictionary (eg password, bank, etc) not be based on any number that could be linked to you by other persons such as your date of birth or any alphabetical code that is a recognisable part of your name new password cannot be the same as any password previously used. Tips on choosing your password. Your password is just like the PIN you use with your account access card. It should always remain confidential – never reveal it to anyone, even an employee of BOQ. Also, you should never write the password down anywhere. Choose a password that you can easily remember, but make sure another person can't easily guess it. This means that you shouldn’t use your name, birthday, pet’s name, or any other word that could be related to you. Avoid choosing a password that contains words that can be found in a dictionary of any kind – this will make it harder for anyone to guess your password. Change your password regularly – once a month is ideal. After you’ve changed your password, use it again within a day or less, to help you remember the new password. When you select a new password, don’t choose one that is similar to your old password. For example, if you chose “tbm1976$” for your first password, it would not be a good idea to simply add ‘one’ to the number – e.g. “tbm1977$”. It is best to start over and choose new letters, numbers and special characters. Pick a short phrase or line from a song you can remember easily (i.e. three blind mice). Take the first letter of each word – 'three blind mice' or 'tbm' Choose a number you can easily remember. Make sure it isn’t your age, birthday, street or telephone number or any other number that could easily be guessed by someone else. For example, the date your first car was manufactured, let’s say 1976. Combine the letters and numbers – 'tbm1976' Add a special character that you can remember, say for example, a ‘$’ sign. The password you have created is 'tbm1976$', which is unlikely to ever be guessed by anyone.

If I can’t remember your Customer Access Number (CAN) or UserID? Customer Access Number (CAN) If you are a Customer: Call the Customer Contact Centre on 1300 55 72 72 (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday). If you are an Authoriser: Visit your nearest branch. If you are a Delegated User acting on behalf of the Customer: Contact the Customer, Authoriser or Delegated User who set up your access. If you are an Authoriser: Visit your nearest branch. If you are a Delegated User: Contact the owner of your Internet Banking Profile. Please Note: A User ID is not required by all customers accessing Internet Banking. You will use a User ID if you are an Authoriser or Delegated User on one or more accounts. If a third party requests my CAN and Password to verify my income or access my transaction history? If a third party (such as a pay day lender or accounting software provider) is requesting your CAN and password in order to verify income or access your transaction history, please be aware that this is a breach of the Electronic Banking Terms and Conditions which you are required to agree to prior to accessing Online Banking. In order to satisfy the requirement of your pay day lender or accounting software provider, we strongly recommend that you set up a delegated user with "View Only" access and provide the log on credentials of the delegated user to the pay day lender or account software provider. Instructions on how to set up a view only delegated user can be found here. How do I apply for BOQ Internet Banking? BOQ Online Banking gives you access to all your personal and business accounts, including transaction and investment accounts, loans and overdrafts, and credit cards for personal customers as well as a range of banking services. You will need to be a signatory to each Account for Internet Banking and that you have authority to operate on those accounts. If there are multiple signatories to the account each user will need to complete the registration process. For information on how to apply for Internet Banking access . What is an Electronic Banking Password? When applying for BOQ Internet Banking you will be asked to nominate an Electronic Banking Password. This Electronic Banking Password will be used as a means of identifying you if you need to call the Customer Contact Centre in relation to your Internet Banking. This password is not used to log on to Internet Banking or Mobile Banking. Can a customer with no email address register for Internet Banking? An email address is required. If you do not have one, you cannot be set up for Internet Banking access. The email address is used for the following reasons: Sent for security purposes such as when a limit increase is requested. Required to receive alerts such as when a delegated user has signed in or when you have outstanding authorisations. BPAY View details are emailed. How much does it cost? There are a range of account operating fees and charges for both personal and business banking services. For more information on fees and charges, please refer to the Fees and Charges Guides available on the Terms and Conditions page . Why do I see a Security Alert when trying to log on to Internet Banking? Why do I get error message “The details entered are invalid…” when I try to Log on to Internet Banking? Why can’t I access Internet Banking? If you can't access the Internet Banking Log On page after clicking on the Internet Banking link from the BOQ website, the problem may be one of the following: Your browser is not supported - please compare your browser and browser version with those listed on the Online Banking Security page. Please ensure you are using one of the listed browsers and browser versions and it is up to date. if you are using a recommended browser and browser version, the problem may be related to the browser settings being changed from the default. This can happen without your knowledge, for example you may have installed some new software such as anti-virus or firewall software. Please reset your browser settings back to the default in order for Internet Banking to work correctly. For more information on technical requirements and browser settings, the Online Banking Security page contains information on the required browser settings. Multi User Authorisation & Privilege Delegation. A major benefit of the multiple account user and privilege delegation features is the ability for customers to enforce dual or multiple authorisations for account transactions online, as you would currently do with multiple account signatories in the offline environment. Because an Internet Banking profile can have one or more people associated with it, different types of account users will exist. There are four types of people who can access Accounts through Internet Banking Customer with authority to operate on the account individually; or Related Account User , who is a signatory on the Account, has authority to operate on the Account individually or has authority to operate on the Account as one of a two or more persons to sign method of operation and has been granted Internet Banking access to the Account by both the Customer and BOQ; or Authoriser , who is a signatory on an Account that requires more than one person to operate on the Account, and where Internet Banking access has been established for each signatory to the Account; or Delegated User , who has been granted Internet Banking access to the Account by a Customer, Related Account User, Authoriser or another Delegated User. Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday). Multi User Pending Transaction to Authorise. If an Internet Banking profile defines that more than one person must authorise transactions and requests on behalf of the customer, the following actions will be held in a pending state for 90 days to allow sufficient time for the transaction to be authorised: any value transaction, excluding uploads of a Payments File any transaction limit increase or decrease any delegation of authority to another User, and subsequent changes to Delegated User authority Please Note: Any transaction still requiring additional authorisations after 90 days in the pending state, will be automatically deleted. How will I know a transaction is pending? Authorisers on the account can be notified of any pending authorisation requests via Secure Mail, email (via the email address registered for the customer), SMS (via the mobile number registered for the customer) and the notifications area on the Home screen. Can there be more than one Authoriser on an account? Yes. More authorisers can be created than the number of authorisers required to approve each transaction. For example, all four company directors may be defined as authorisers in Internet Banking, but only two of these four need to authorise transactions and requests at any time. Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday). Delegated Users. BOQ customers, Authorisers and Delegated Users will be able to use Internet Banking to delegate access to one or more Delegated Users. The person who creates the Delegated User will also set the Delegated User’s Personal Access Code (PAC). The Delegated User will not be required to sign an authority or any other registration form as part of their set-up, however if they are given access to make value transactions*, they must satisfy the Customer Identification Requirements at a branch. The new Delegated User will have view only access until the Customer Identification Requirements are met. The Customer (Account Holder) should consider carefully whether to allow Delegated Users to Delegate their Internet Banking rights. As the Account Holder you will be responsible for the actions of all Users accessing your Internet Banking profile, including Delegated Users. *A value transaction is any transaction where an amount greater than zero is transferred from a nominated account. Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday). Levels of access for Delegated Users.