myBOQ App FAQs

  • Why have you launched myBOQ?

    myBOQ puts you in control of your finances, quickly and easily. It helps you to get the most out of your banking through a seamless and engaging digital banking platform packed with amazing features. myBOQ will continue to develop, growing the digital experience for all BOQ customers. 

  • How is myBOQ different to BOQ Mobile?

    myBOQ is BOQ’s brand-new digital banking platform, launching a range of exciting features and products. Customers who open an Everyday Account, Future Saver, Smart Saver or Simple Saver can manage these within the myBOQ app.

    Customers holding existing BOQ accounts will continue to manage these via BOQ Mobile or internet banking.

    BOQ is committed to providing customers with the best technology, features and services through the myBOQ app. This platform will continue to evolve to meet customer needs and improve their banking experience. 

    Learn more about our Simple Saver Account

  • Can I use Internet Banking with myBOQ accounts?

    No. myBOQ accounts are currently only available through the myBOQ mobile app and you cannot access this on a desktop or laptop computer. Any BOQ banking products that are accessible via BOQ Internet Banking such as Day2Day, Fast Track Starter and Saver will not be available within the myBOQ app.

    We’ve created a world-class banking app that’s designed to give customers a truly mobile banking experience, complete with all the bells and whistles that make managing your money a breeze. To provide features like Osko/PayID payments, Round Ups and Budget Tracker, we needed to create an entirely separate banking solution that can support these exciting features and many more to come.

  • I am already a BOQ customer, can I access myBOQ?

    Of course. But you’ll need to open a new Everyday Account or saver account to access the myBOQ app, as your existing accounts won’t be available.

    Learn more about our Everyday Account here.

    Learn more about our Saver Accounts here. 

    Existing accounts will still be available via Internet Banking or on the BOQ Mobile app. 

  • Is myBOQ Secure?

    To keep your money secure within the app, myBOQ is secured with a 6-digit access code and facial recognition or fingerprint biometric login on compatible devices. A one-time pin is also texted to you to prevent any unauthorised changes to your account.  

     

  • Can I still visit a branch?

    Yes, customers with any myBOQ accounts can visit any BOQ branch for assistance. We also have a dedicated contact centre, and in-app chat should you have any questions or need assistance.  

    To chat to us in the myBOQ app, tap the Profile icon, then Help & Support > App Support > Chat to us now to instantly get connected to a myBOQ agent.

  • How do I find my myBOQ CAN number?

    Customer account numbers (CAN) are a thing of the past with myBOQ so you will no longer need to remember any randomly assigned numbers when accessing your accounts. Instead, the mobile phone number you signed up to myBOQ with becomes your customer account number for all your myBOQ accounts. 

  • What accounts are available on myBOQ?

    myBOQ offers a suite of everyday banking products. 

    Everyday Account – Our simple, intuitive everyday transaction account, made even better for you with user-friendly features that help you make the most of your money.

    Everyday Account 

    Future Saver and Smart Saver – Our high-interest savings account with easy-to-earn bonus interest, goal tracking and no monthly account fees. Customers between the age of 14-35 will receive a Future Saver account, whilst customers 36 years and older will receive the Smart Saver Account.

    Future Saver and Smart Saver

    Simple Saver– No hoops and no fuss when you just want to save. Simply sit back and watch your savings grow.

    Simple Saver

  • Can I open a business account?

    myBOQ only offers personal everyday banking accounts.

  • What are the system requirements?

    The myBOQ app is compatible with smartphone devices running iOS 14.0+ and Android™ 8.0+. myBOQ app is free to download however your mobile network provider may charge you for accessing data on your phone.

  • Does myBOQ support digital wallets?

    Yes, you can add your debit card to Apple Pay, Samsung Pay, Google Pay. Using digital wallets, you can access your Debit Card linked to your Everyday Account instantly, once you've opened your account.

  • Can myBOQ statements be mailed to me?

    myBOQ is a mobile banking offering and doesn't support paper statements. You can access your statements at anytime through the myBOQ app, and can request interim statements if you need a record of your more recent transactions and payments.

    To access your statements, log into the myBOQ app, tap the Profile icon and select Statements & docs. From there you can choose which account you want to download statements for.

  • What if I have forgotten my access code?

    If you enter an incorrect access code 3 times, your access will be blocked and you'll need to speak with our team to have the block removed, call us on 1300 737 766.

  • What if I can't remember the answers to my secret questions?

    Careful, 3 incorrect responses to your secret questions and your access will be blocked. You'll need to speak with our team to have the block removed and your questions reset. Call us on 1300 737 766 if you need assistance.

  • What if I’ve lost my card?

    You can report your card lost / stolen in the myBOQ app. In the myBOQ app, under the Profile tab click Manage Cards > select the Everyday Account linked to your Visa Debit Card >Report card lost or stolen. You can also check recent transactions for fraud and order your new card.  If you've also lost your phone, call us on 1300 737 766 (from another phone obviously).

  • What if I need to update my personal information?

    No problem, it's super easy to update your details in the app. Under the Profile section in the app, click on My details to view your preferred name, home address, postal address, mobile number and email address. You can update your personal information at anytime.

    If you're changing your mobile number you'll need to have access to your current and new mobile number as we'll send an one-time passwords to both numbers, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

    If you're changing your mobile number to or from an international number you'll need to talk to our team.

     

  • How do I notify you about my overseas travel plans?

    Log into the app and send us a secure chat message, you'll need to let us know the following information:

    • How long you'll be away
    • Where you're travelling to
    • Your departure & return dates
    • The best way to contact you while away
  • I’m overseas and can’t receive a one-time password for myBOQ. How can I verify my transaction/request?

    As an alternative, most functions in the myBOQ app that require one-time password to complete can also be done via security questions to authenticate a change or update.

    This means if you have disabled international roaming with your mobile service provider and can’t receive SMS text messages, you can still complete most functions that require authentication in the myBOQ app. These functions include paying a new payee, changing a limit and changing personal details on your profile.

    Please note, when setting up your account for the first time, you cannot use security questions to verify changes to your accounts or profile.

  • What happens if I get a new phone?

    Download the myBOQ app, and follow the existing customer prompts to set up your new device. You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you've reached the maximum allowed.

  • I lost my phone, what should I do?

    If anyone knows how to access your phone, call us. If not, when you have a new phone, download our app and follow the Existing Customer option to get back up and running.

  • What happens if I’ve changed my mobile number?

    You can update your local mobile number in the app. You'll need to have access to your current and new mobile number as we'll send an OTP to both numbers, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

    If you need to update an International number (that's to or from and international number), you'll need to call our Customer Care Team on 1300 737 766 or +61 7 3707 4641 if you're already overseas.

  • I've still got a question (or two)?

    The easiest way to contact our team is to send them a secure Live Chat message in the app, head to the Help & Support screen, then select App Support, then Chat to us now. If a myBOQ agent is unavailable, you can still send them a message and they'll reply as soon as possible. If you really do need to talk, give us a call on 1300 737 766.

  • I am looking for a home loan. Are they available on myBOQ?

    Home lending accounts are currently not available through the myBOQ app. To apply for a home loan please visit our home loan page or talk to one of our friendly lending specialists. 

    Home loans

  • How do I opt out of in-app surveys?

    Your feedback helps us improve the product and customer experience.  If you wish to opt-out of any future surveys, please email appfeedback@boq.com.au with your full name and subject as ‘Mobile in-app survey out-opt’. We will action your request within 5 business days.

    • How do I get started?

    • How do I open an account?

      Simply download the myBOQ app from the App Store or Google Play and follow the instructions. This should take no longer than 5 minutes to set up, provided that you have all the required information available. If you're opening a joint account, we'll send a message to the other party and the account will be opened once they have provided their details. It's important to know that all applicants must complete formal identification before the account can be opened.

    • How old do I need to be to open an account?

      You need to be at least 14 years of age to open an account.

    • The app won't accept my Identification?

      If we can't identify you electronically through the app you will need to give us a call on 1300 55 72 72 to complete your registration. As part of this process we will need to email you a form so that you can complete your ID at your nearest BOQ branch.

    • I don't have a suitable Identification?

      Unfortunately we're unable to open accounts for anyone who is unable to provide us with valid Australian identification documents.

    • I'm not an Australian resident?

      You can still open an account but we will need to verify your identity using additional documents. Give us a call on 1300 55 72 72 and we will be happy to help you open your account.

    • How do I make a deposit?

      You can transfer money into your account from any Australian banking account, you just need to use your BSB and account number, you can also provide these details to your employer and have your salary paid directly to the account. If you've set up PayID you can transfer money into your account and access it straight away (if you're other banking account offers this service).

      If you need to deposit cash into your myBOQ account, visit your local BOQ branch and they'll be happy to help. You can also make deposits at any Australian Post outlet across the country that displays the Bank@PostTM symbol using your physical debit card. 

    • Is there a limit to how much I can pay someone?

      For outgoing payment you have up to $5,000 daily limit and you can increase this amount to $20,000. For amounts above $20,000 you can arrange for a limit increase that will apply until midnight the day of the change, this can be done within the mobile app.

      For OSKO payments there is a daily limit of $1,000 and this cannot be increased.

    • Is there a limit to how much I can withdraw?

      The current pre-set limit has a combined $1,000 daily limit for ATM withdrawals, you can increase this limit to $2,000 in the app. You can withdraw up to $2,000 per day at Bank@PostTM outlets – this limit cannot be changed. 

    • Can I increase my transaction limits?

      Yes! To increase your daily Pay Someone or BPAY transaction limits, simply login into your myBOQ app. Tap the Profile icon and select Manage payment limits. From there, you can customise your transaction limits as needed. Just so you know – the standard PayID daily limit is fixed at a maximum of $1,000.

      You can also change your daily ATM withdrawal and Card payments limits for any Visa Debit cards linked to any of your myBOQ Everyday Accounts. Simple tap the Profile icon and select Manage cards, select which card you want to customise, then select Manage card limits.

      Please note Bank@PostTM limits are set and cannot be changed.

    • Is there a limit to how much I can deposit at a Bank@PostTM outlet?

      You can:  

      • Make cash deposits up to $3000 per day 
      • Make combined cash and cheque deposits up to $999,999.99 per day