Need help logging on?

Each time you log on to Internet Banking you will need to enter your Customer Access Number and Personal Access Code. If you are an Authoriser or Delegated User you will also need to enter your User ID. 

 

If this is your first log on to Internet Banking you will need to follow some additional steps that are not normally required as part of the standard log on process.
 

 

Logging on

A secure session commences with the Bank when you enter the Internet Banking log on screen. This ensures that you can securely enter your Customer Access Number (User ID if issued) and Personal Access Code.

 

You can confirm that a secure session has been established by checking that a padlock symbol is displayed in the browser screen.

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First time users who registered at a branch

Your first log on to Internet Banking will involve the following steps:
 
1.  You need to enter the Customer Access Number provided to you when you registered, a User ID (if you have been given one – only authorisers and Delegated Users will need this) and the temporary Personal Access Code we gave you.


2.  You will then be asked to enter a new Personal Access Code and re-enter it to confirm your new Personal Access Code.  You will need to use your new Personal Access Code the next time you log on to Internet Banking.  

 

You can access our FAQ pages for extra information on choosing a new Personal Access Code.

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First time users who registered by mail

The first time you log on to Internet Banking it will involve the following steps:
 
1.  You need to enter the Customer Access Number, a User ID (if you have been given one – only Authorisers and Delegated Users will need this) and the temporary Personal Access Code we gave you.


2. You will then be asked to enter the temporary Personal Access Code again, select a new Personal Access Code and re-enter it to confirm your new Personal Access Code. You will need to use your new Personal Access Code the next time you log on to Internet Banking. You can access our security pages for help on choosing a new Personal Access Code.


 

Note: Customers that register by mail will be asked to nominate an initial Daily Limits Package of one of the following:

 

 

 

 Pay Anyone Daily Limits 

 BPAY Daily Limits 

 $0

 $0

 $2,500

 $10,000

 $5,000

 $20,000

 

This defines the daily transaction limit for Pay Anyone payments, Multi Payment and BPAY® payments via Internet Banking.  After you log on for the first time you can use the Internet Banking service to request a change to your Daily Limits Package if required.

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After you log on

After you have successfully logged on to Internet Banking the date and time on which you last logged on will be displayed at the top of the Accounts tab. 

 

If the date and time displayed does not match the date and time you last logged on to the Internet Banking service, you should contact our Customer Contact Centre as soon as possible. Our Customer Contact Centre is available 24 hours a day, 7 days a week on 1300 55 72 72.
 
When you log on to Internet Banking you start a secure session with the Bank's systems.  If your session is inactive for more than 15 minutes you will automatically be signed out of the Internet Banking service and you will need to log on again.

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Common Problems

  • If you are registered to use the existing Internet Banking service, your Customer Access Number (CAN) and Personal Access Code (PAC) will not automatically give you access to Internet Banking.  You will need to go to a BOQ branch to cancel this service and then register for Internet Banking.
  • Your Personal Access Code will be suspended if you repeatedly attempt to log on with an invalid Personal Access Code.  Using upper and lower case characters that are different to the ones used when you chose your permanent Personal Access Code might cause this.  To prevent this ensure that CAPS LOCK is not on when you enter your Personal Access Code on the log on screen or when you choose a new permanent Personal Access Code.
  • If you forget your Personal Access Code or your Personal Access Code is suspended you can request a new Personal Access Code via one of the following methods:

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

    2. 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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For further assistance please contact our Customer Contact Centre 24 hours a day, 7 days a week on 1300 55 72 72. 

 

For problems relating to Internet access please call your Internet Service Provider or PC supplier.