How do I access Q Rewards®?
If you have a BOQ Credit Card, you can access Q Rewards® by logging on to the myBOQ app and selecting the rewards icon.
Note: Q Rewards® not currently available on myBOQ Internet Banking
What is a One-Time PIN (OTP)?
A One-Time PIN (OTP) is a randomly generated 6-digit code which is a stronger method of authenticating your activities on BOQ Internet Banking and myBOQ app.
How does the OTP work?
When you access Q Rewards®, after selecting a function you want to perform, you will be required to enter an OTP as a second level of authentication to add security to any functions online. This OTP will be delivered to you via SMS.
Do I have to enter an OTP for everything I do on Q Rewards®?
You only need to enter one OTP per session. Once you have entered your OTP, you can do as many things as you like within that session.
What functions will I need an OTP for?
To ensure the security of your online account, access to self-service options will require an OTP. Once this has been completed, you will be able to view and/or amend details on your account such as:
- Credit Card Statements
- Select and Credit redemptions
- Activate your Credit Card
- Manage Cards
- Manage Payment Limits
Why is there a need for an OTP?
The OTP serves as a second-level authentication when you perform protected transactions. Should your BOQ Internet Banking credentials get compromised for any reason, the intruder will need to have your mobile phone to be able to access. This is an additional security measure to protect you so you can enjoy total peace of mind when you bank online with us.
My mobile number has changed and I’ve stopped receiving an OTP for Other Card Functions. How do I change the number on BOQ Internet Banking?
OTP relies on you having the correct mobile phone number registered with us. To check, log on to BOQ Internet Banking > More > Other Services > View Personal details.
There are a few ways to update your details if things change:
- Visit your nearest BOQ branch
- Send a request via Internet Banking secure mail
- Call BOQ Customer Connect (operating hours are 8am – 8pm Monday to Friday and 9am to 5pm on Saturday) on 1300 55 72 72
I have recently updated my mobile phone number, when can I start receiving the OTP?
Once you have successfully updated your mobile number, the OTP will be available immediately.
Do I have to pay for the OTP?
No, this enhanced security feature is free to all customers.
Can I access Q Rewards® if I don’t have access to my mobile phone?
No. You will need your mobile phone to access Q Rewards® in BOQ Internet Banking.
What if I don’t receive an OTP?
If you don’t receive your OTP you can get this resent through the OTP screen. This will expire in five minutes. If you still don’t receive your OTP, go back to BOQ Internet Banking (where your accounts are listed) and check that we have your correct mobile number.
How long does it take to receive an OTP to my mobile phone?
The OTP will be sent to your mobile phone instantly. The receipt of the OTP will depend on your network coverage and may cause some delays.
How long is the OTP valid for?
The OTP is valid for five minutes and will expire, so you will need to generate a new OTP if this happens. You can do this through the OTP screen on Other Card Functions.
What happens if I enter an incorrect OTP?
If you enter your OTP incorrectly three times your access to Other Card Functions will be locked for 24 hours. You can call us to unlock your access. You can still access all other banking functions on BOQ Internet Banking even if your Credit Card - Other Card Functions is locked.
Will I need the OTP to log on to BOQ Internet Banking?
You’ll log on to BOQ Internet Banking the same way, using your Customer Access Number (or User ID) and Personal Access Code. You won’t be required to enter an OTP until you choose to access Credit Cards Other Card Functions, and select your first self-service option.
Can I receive an OTP when I’m travelling overseas?
Yes, you’ll need to activate international roaming on your mobile phone before you travel overseas. Contact your network provider as the SMS may incur an additional cost.
Can I receive the OTP to an overseas mobile number?
Yes, OTP is supported in a number of international countries.
If you plan to travel and will be using a non-Australian number, please ensure you update your mobile number on our system before you leave. In case you have any question, please contact us on 1300 55 72 72 beforehand, to ensure the country you are travelling will be supported for OTP delivery.
Can I receive the OTP if I have call forwarding activated for my mobile phone?
No, an OTP will not get forwarded. This would compromise your online security. Please ensure you contact details are updated.
Do I have to enrol for OTP?
No, this will be available to all Credit Card customers and will be mandatory requirement before accessing Other Card Functions. This is to ensure all customers are using stronger authentication.
