Video tutorials

Learn about online banking with our video tutorials. 

See our instructional videos

Internet Banking

Day-to-Day banking at the click of a mouse.

Learn about Internet Banking

Mobile Banking

Banking in the palm of your hand.

Learn about Mobile Banking

myBOQ app

Our all-new, feature filled mobile banking app.

Learn about the myBOQ app.

Self-Service Hub

Lets get you back into Internet Banking.

Find Support

Contact us

Do you still need more help? 

Contact us

      FAQ's

    • Where do I find my banking details?
        Did you apply online? Did you apply in branch?

      Customer Access Number (CAN)

      Sent via email

      Provided in branch

      Internet Banking Password

      Sent via SMS

      Provided in branch

      BSB

      Sent via email

      Alternatively, locate your nearest branch and BSB here (Use the branch you selected when applying online)

      Provided in branch

      Alternatively, locate your nearest branch and BSB here

      Account Number

      Located in Internet Banking

      Located in Internet Banking

    • 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 (24 hours per day, 7 days a week.). 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. 

      Change your current password:

      1. Log on to Internet Banking, hover over More in the top menu.
      2. Select Other Services
      3. Click Change Password. 
      4. Enter your Old Password.
      5. Enter the New Password you would like to use.
      6. Retype your new password.
      7. Click Change.

      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 (Available 24 hours per day, 7 days a week) 
      • 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.

      UserID

      • 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?

      It is important that you read all security alerts. The alert could indicate that your PC does not have the latest security patches applied to it or is attempting to access a site that is not BOQ. We recommend that you keep your operating system and browser up to date to ensure you receive the latest security patches.

    • Why do I get error message “The details entered are invalid…” when I try to Log on to Internet Banking?

      This is most likely due to an incorrect Customer Access Number (CAN) and Password combination has been entered. Please check you are using the correct CAN and Password and that CAPS LOCK is not on.

    • 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 (24 hours a day, 7 days a week)

      • 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 (24 hours a day, 7 days a week)

      • 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 (24 hours a day, 7 days a week)

      • Levels of access for Delegated Users.

        Customers/Authoriser/Delegated Users can choose from a number of different levels of access for each account and for each Delegated User:

        Access Level Definition
        None No information will be displayed to the User.
        View Only Can create payees, billers and payers but not execute payments.
        Create No View Can setup payments for processing and is not counted as an authoriser and cannot authorise payments created by other users. Balances, pending payments and transaction history are not viewable.
        Create View Can setup payments for processing but is not counted as an authoriser and cannot authorise payments created by other users.
        Execute View Full access for account within limits and payment actions allowed.
        Execute No View Full access for account within limits and payment actions allowed. Balances, pending payments and transaction history are not viewable. 

        Note: The word Restricted is displayed for any accounts where the access rights for the account for the Delegated User contains either None, Create No View or Execute No View.

        Can a Delegated User view secure mail messages?

        If a delegated user has a view component for every function on each account they can access, they will be able to view all secure mail messages sent and received. This will include secure mail messages which are related to accounts that the delegated user may not have access to.

        Can a Delegated User have access to upload Payment Files?

        Yes. Given the customer is setup to use Payment File Upload Facility, the customer can enable Payment File Upload for Delegated Users.           

        The customer can enable this function in the Manage Delegated User Access Level screen on Internet Banking. 

        Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (24 hours a day, 7 days a week)

      • SMS enquiries information.

        SMS banking is a service that can be accessed via accounts connected to internet banking.

        Before you can begin using any of the SMS alert or enquiry services in Internet Banking you will need to:

        • Have a mobile phone number registered 

        SMS services can only be requested and received by the mobile number registered.

        You can do this at a BOQ branch when you register for Internet Banking. You can check your registered number at any time via the Personal Details option on the Other Services menu within Internet Banking.

        • Have the SMS services option activated

        To turn on the SMS services, select SMS Settings on the SMS screen within Internet Banking, then click Turn On SMS Service.

        The activation process varies depending on the type of service you require. For more detail, you can refer to the Help pages available within Internet Banking.

        Once you are registered for SMS services you can choose any or all of the following alerts:

        • scheduled payments greater than a selected amount
        • new BPAY View bills have been received
        • new secure mail has been received
        • customer block alert
        • error messages for SMS related errors
        • delegated user alerts (numerous alerts available)
        • notification of limit increase requests

        BOQ does not charge for the use of its SMS banking services. If you use the SMS enquiry function you may be charged by your mobile phone provider for any messages sent or received by your phone. Please contact your mobile phone provider for details of their charges.

        Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (24 hours a day, 7 days a week)

      • What types of SMS enquiries can I make?

        Once you are registered for SMS services you can request the following at any time:

        • current balance of a nominated account.
        • the last 5 transactions on a nominated account (unavailable for credit card accounts).

        SMS services can only be requested and received by the mobile phone number that is registered on your Online Banking profile.

        Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (24 hours a day, 7 days a week)

      • What number should I use for SMS enquiries?

        To request information about your accounts you can send an SMS to the BOQ SMS Services number 0427 45 72 72 with an action code and the Quick Access Number (QAN) you have allocated to your account. The action codes to use are as follows:

        • BAL QAN# = the available balance of the requested Account.
        • TXN QAN# = the last 5 transactions (most recent first) for the requested Account (unavailable for credit card accounts)

        For example, to request the balance of the account you have associated to QAN1, you would SMS BAL 1 to 0427 45 72 72.

        Need more help? Please call our Customer Contact Centre on 1300 55 72 72 (24 hours a day, 7 days a week)