Frequently asked questions: Customer Access Number and Personal Access Code

 


What do I do if I can’t remember my Customer Access Number (CAN)?

1. If you are a Customer, call the Customer Contact Centre on 1300 55 72 72 and they will help you. The Customer Contact Centre is available 24 hours per day, 7 days a week.

 

2. If you are an Authoriser, visit your nearest branch.

 

3. If you are a Delegated User a behalf of the Customer, you will need to contact the Customer, Authoriser or Delegated User who created you.

 

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What do I do if I can’t remember my UserID?

1. If you are an Authoriser, visit your nearest branch. 

 

2. If you are a Delegated User, contact the owner of your Internet Banking Profile.

 

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.  

 

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What do I do if I can’t remember my Personal Access Code (PAC) or my PAC is suspended?

If you forget your PAC or your PAC is suspended you have a number of options for requesting a new PAC. The options are:


1. If you are a Customer, contact the Customer Contact Centre and request a new Personal Access Code.  A new temporary PAC will be issued to you immediately.
 

2. If you are an Authoriser, visit a branch and request a new Personal Access Code.  A new temporary PAC will be issued to you immediately.

 

3. If you are a Delegated User on behalf of a Customer, you will need to contact the Customer, Authoriser or Delegated User who created your PAC.

 

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How do I protect my Personal Access Code (PAC)?

Here’s a few easy things you can do to protect your PAC:
 

  • Your PAC 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 PAC down anywhere.

 

  • Choose a PAC 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 PAC that contains words that can be found in a dictionary of any kind – this will make it harder for anyone to guess your PAC.

 

  • Do not choose a PAC which is based on your date of birth or an alphabetical code that is a recognisable part of your name.

 

  • Change your PAC regularly – once a month is ideal.  After you’ve changed your PAC, use it again within a day or less, to help you remember the new Code.

 

  • When you select a new PAC, don’t choose one that is similar to your old PAC.  For example, if you chose “tbm1976$” for your first PAC, it would not be a good idea to simply add ‘one’ to the number – e.g. “tbm1977$”.  It is best to start over and choose new letters, numbers and special characters. 

 

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How do I choose a secure Personal Access Code (PAC)?

This task can be more difficult than it sounds, so here’s a method you may like to use in order to make this easier. 

 

  • 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'
  • Now 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'
  • Now add a special character that you can remember, say for example, a ‘$’ sign.


Now the Personal Access Code you have created is 'tbm1976$', which is unlikely to ever be guessed by anyone.

 

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What restrictions are there when I choose my Personal Access Code (PAC)?

When you are selecting a PAC, you need to adhere to the following restrictions:

  • A 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 PAC cannot be the same as any PAC previously used 

 

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Is the Personal Access Code (PAC) case sensitive?

Yes, the PAC can include both uppercase and lowercase letters. The PAC must be typed in exactly the same case as it was when it was set, otherwise the system will respond with an error message indicating that details entered are not valid. Check the status of the CAPS LOCK key if the PAC is not accepted.

 

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What do I do if a third party is requesting my CAN and PAC 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 PAC 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

 

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If your question was not answered by these FAQs or you have other questions regarding our Internet Banking, please contact our Customer Contact Centre 24 hours a day, 7 days a week on 1300 55 72 72 (+617 3336 2420 if you are calling from outside Australia) or send us an email.