Account Management

Frequently asked questions to help you manage your accounts.

Support

  • Lost mobile phone or changes to your number.

    To update your mobile number

    BOQ Mobile app
    		 myBOQ app

    1. Log into internet banking.
    2. Click on 'more'.
    3. Select 'Personal Details'.   
    4. Follow the prompts.

    Need help? Send a secure email via internet banking

    		 1. Log in to the myBOQ app.
    2. Tap the ‘Profile’ icon in the bottom menu.
    3. Select ‘My details’ from the menu.
    4. Enter the new details.
    5. Enter the one time PIN we sent you.
    6. Select ‘Done’ to save your details.

    You'll need to have access to your current and new mobile number. We will send a OTP code (One Time PIN) to both numbers.

    When entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

    Please note: myBOQ allows a maximum of 5 devices linked to your account. If you need to remove a device please call 1300 737 766

    If you have a new phone

    To find out how to add your card to a digital wallet visit our digital wallet page.

    If you need to report your card lost or stolen

  • Update your contact details.

    If your contact details change (including address, email, or phone number) it is important to notify us as soon as possible. 

    BOQ Mobile app
    		 myBOQ app

    1. Log into internet banking.
    2. Click on 'more'.
    3. Select 'Personal Details'.   
    4. Follow the prompts.

    Need help? Send a secure email via internet banking

    		 1. Log in to the myBOQ app.
    2. Tap the ‘Profile’ icon in the bottom menu.
    3. Select ‘My details’ from the menu.
    4. Enter the new details.
    5. Enter the one time PIN we sent you.
    6. Select ‘Done’ to save your details.

    If you're changing your mobile number you'll need to have access to your current and new mobile number as we will send a OTP code (One Time PIN) 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 an international number), you'll need to call our Customer Care Team.

    Need more help?

  • Reset myBOQ app PIN.

    If you are logged out

    		 If you are logged in
    1. Tap ‘Login’.
    2. Tap ‘Reset code’ in the top right hand corner.
    3. You’ll be sent a verification code to continue.
    4. Complete the secret questions.
    5. Follow the prompts to reset your code, you will need to enter it twice.    		 1. Log in to the app.
    2. Tap the 'profile' icon in the bottom menu. 
    3. Tap ‘Security’ in the menu. 
    4. Tap ‘Change access code’
    5. Follow the prompts to reset your code, you will need to enter it twice.

    Please note: 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.

    Need more help? Please call myBOQ 1300 737 766

  • Reset internet banking password.

    If you need to update or you have forgotten your password or your password is suspended.

    Change your current password Forgotten your password

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

    1. Visit Self-Service Hub.
    2. Enter your Customer Access Number (CAN)
    3. Enter your details.
    4. Enter your mobile number.
    5. Follow the prompts.

    If you are an Authoriser

    If you are a Delegated User

    • 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. 

    Reset your password

    Need more help? 

  • Customer Access Number (CAN) or UserID.

    If you 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
    • If you are an Authoriser: Visit your local BOQ 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 local BOQ 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.

    myBOQ

    Customer account numbers (CAN) are not used with the myBOQ app when accessing your accounts. Instead, the mobile phone number you signed up with becomes your customer account number for all your myBOQ accounts. 

    Find out more about myBOQ

     

  • BSB & Account number.

    How to find your BSB and account number

    BOQ Mobile App myBOQ App

    1. Log onto BOQ internet banking. 
    2. Select "Accounts" 
    3. Click on your account

    1. Log in to the myBOQapp.
    2. Tap the "Profile" icon in the bottom menu.
    3. The BSB & account numbers are under each account.


    To copy and share your BSB and account number.

    1. Click the account you wish to share.
    2. Tap ‘Account’ from the list.
    3. Select ‘Copy BSB’.
    4. 'Copy account number’ or ‘Copy both’.
  • Close your Transaction or Savings account.

    Before closing your account, please consider the terms and conditions that apply to the product.

    Follow these steps to close your account.

    • BOQ:

    Visit your local BOQ branch with appropriate identification.

    • myBOQ:

    1. Log in to the myBOQ app.
    2. Tap the 'profile'  icon in the bottom menu. 
    3. Choose the account you want to close.
    4. Select the ‘...’ icon in the top right corner. 
    5. Select ‘Close account’ from the menu. 

    Note, if you want to close all your accounts, you must close your Savings accounts first. 

    Need help closing your account?

  • Accounting packages.

    BOQ has partnered with a number of accounting software providers to facilitate the transfer of data from your bank account to your accounting software package.

    BOQ does not officially support the use of the “bank feed” function offered by many online accounting packages as they require you to provide your CAN and PAC which are then used by the accounting package to access your Internet Banking. Despite not officially supporting this scenario, we are aware that the functionality does work with BOQ accounts.

    If you choose to use the “bank feed” functionality within your accounting package, we strongly recommend that you set up a delegated user with “View Only” access and use the logon credentials of the delegated user to create the “bank feed”.

    Instructions on how to set up a view only delegated user can be found here.

    The most popular accounting packages that work with BOQ Internet Banking.

    Accounting Package Partner Organisation
    (Bank Feeds)    		 Automatic Transaction Import* Manual Transaction Import Create .aba File
    SAASU
    Xero 
    Rockend Rest 
    Intuit Quickbooks 
    Quicken / Reckon 
    SISS Data Services 
    MYOB AccountRight Live / LiveAccounts MYOB
    MYOB Essentials
    MYOB Essentials Cashbook
    MYOB BankLink
    BGL (SMSF Software) n/a  n/a  n/a 
    Wiise
    Text

    • Payments

    • Regular Payment Arrangements.

      There are many benefits for accountholders and cardholders who set up regular payments including:

      1. Timely payments to the merchant
      2. Saves you time as the payment is processed automatically
      3. Saves you money as you do not have to pay for cheques, money transfers or postage, nor will you be liable for late fees.

      Regular Payment Arrangements can be either a recurring payment, a direct debit or an instalment payment.

      • Recurring Payment: You may ask your mobile phone service provider to charge your monthly phone bill to your credit card each month.

      A Recurring Payment is a regular payment from a credit or debit card. You can set up a recurring payment by providing your card details (card number, expiry date and security code) to a merchant or service provider to charge your card regularly for a service. To cancel a recurring payment, you will need to contact the merchant or service provider. 

      • Direct Debit: You may ask your local gym to charge your monthly gym membership fee to your credit card each month.

      A Direct Debit is a regular payment from a transaction or savings account. You can set up a direct debit by providing your BSB and account number to a merchant or service provider to authorise them to charge your account regularly for a service. To cancel a direct debit, you will need to your local branch or BOQ Customer Contact Centre. 

      • Instalment Payment: You may have purchased a new television from your local appliance store and are being billed by the merchant for a fixed amount in multiple periods until a defined date.

      An Instalment Payment represents an agreement between you (the credit cardholder) and a merchant in which you preauthorise the merchant to bill your credit card account with a fixed amount at predetermined intervals for a predetermined time.

      Note: If you have provided a merchant with your card number for a Regular Payment Arrangement and your  card number and/or expiry date changes then you must contact the merchant to advise them of the new credit card details.

      Failure to advise the merchant of these changes could result in the cancellation of goods and/or services (e.g. cancellation of your car insurance policy).

      Need more help?

    • Cancel a Direct Debit.

      To cancel a direct debit

      If the direct debit is due to be processed from your account within the next 48 hours, we can still process your request. We cannot guarantee the success of the cancellation due to the possibility of the payment file already being processed.

      Important things to remember when cancelling a Direct Debit

      Cancelling your direct debit does not cancel your contract with the merchant or service provider.

      If you still have a valid contract with a merchant and you’ve cancelled a direct debit, you’ll need to make alternate payment arrangements with them. If you no longer require their services, you will need to discuss the cancelation of your agreement with the merchant or service provider directly.

      Contact the third party provider that you have authorised to debit your account to ensure that they do not establish a new debit stream in the future and that they are also aware that you are cancelling your current direct debit engagement with them.

    • Cancel a Recurring Payment or Instalment Payment.

       To cancel your Regular Payment arrangement 

      1. Contact the merchant or the third party provider that you have authorised to debit your account.

      2. Telephone our BOQ Contact Centre on 1300 557 272  

      If the regular payment arrangement is due to be processed from your account within the next 7 days, these instructions will be processed by National Australia Bank ("NAB"). If the request is within 7 days we cannot guarantee the success of the cancellation due to the possibility of the payment file already being actioned.

    Document Upload

    • Document Upload Information.

      Send forms and requests quickly and securely through BOQ Internet Banking – Document Upload.

      The document upload facility provides the added benefit of: 

      • Speedy Delivery – Faster delivery of documents
      • Peace of Mind – Documents are received securely online
      • Convenience – Submit your docs at any time

      Valid file types include – PDF, DOC, JPEG (or JPG) and PNG.

      Each file will need to be below the maximum size of 6MB. You will be able to upload a maximum of 3 documents per request. 

      Steps Actions
      1.
      • Print and complete the required form.
      • Ensure all information is completed and any supporting and relevant documents are available.
      2.

      There are two ways to upload forms & documents.

      • Scan the complete form, including any supporting documents.
      • Take a picture with your phone if you do not have a scanner available. 

      Note: Please ensure the document image is clear. Some forms can be completed online and saved as PDF.
      3.

      Log on to BOQ Internet Banking and continue on to Q Rewards/Other Card Functions.

      Click on Document Upload and submit your documents. 

       

    • Document Upload Forms.

      The following request types and documents are currently being accepted via Document Upload:

      Note: If you have a request type that is not shown in the table, the appropriate method to return is provided directly on the form. 

      Request Type Documents Accepted
      Transaction Dispute
      • Completed Disputed Request form
      • All relevant supporting documents
      Transaction/Payment Trace
      • Signed written request with trace request details
      • All relevant supporting documents
      Letter of Authority
      • Completed Letter of Authority form
      • All relevant supporting documents

      Collections
      • Any document request by the Collections team
      Credit Card Application Form for Financial Hardship Assistance
      • Completed Hardship Personal Financial Summary
      • All relevant supporting documentation
      Direct Debit (Easi-Pay) Request
      • Completed Direct Debit (Easi-Pay) Request form signed by all relevant account holders

      Important: Do not upload personal identification documents such as passport or driver’s license.

      Your privacy is important to us. In order to maintain your privacy, please ensure that you only provide us with information and/or documentation that is necessary for us to process your request.

    • Check Document Upload Status.

      The time needed to action your form upload will vary depending on the type of request. We will generally complete a request within 2-4 business days. 

      You can check on the status of your request if the form was submitted via the Document Upload section in Other Card Functions on BOQ Internet Banking.

      To check the status of your request log into BOQ Internet Banking.

      1. Log into internet banking.
      2. Select Q Rewards/Other Card Functions.
      3. Click Document Upload.
      4. View the status of your request.

      Need more help?

      • One Time Pin

      • 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 – Q Rewards/Other Card Functions.

        The OTP serves as a second-level authentication when you perform protected transactions on Other Card Functions. This is an additional security measure to protect you so you can enjoy total peace of mind when you bank online.

        Each time you access Q Rewards/Other Card Functions, you’ll be required to enter an OTP after the first function you select to perform. This will only be required once per session. You won’t be required to enter a OTP until you choose to access Credit Cards Other Card Functions, and select your first self-service option.

        The OTP is received via SMS to your registered mobile number. 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.

         

      • OTP Required Functions.

        To ensure the security of your online account, access to self-service options in Q Rewards/Other Card Functions will require an OTP. Once this has been completed, you will be able to view and/or amend details on your account.

        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. The OTP will be delivered to you via SMS.

        Functions that will require an OTP:

        • Download Credit Card Statements.
        • Select and Credit redemptions.
        • Manage your communication preference.
        • Upload documents.
        • Set up direct debit payment instructions.
        • Make a one-time payment.
        • Request an additional card holder (ACH).
        • Activate your Credit Card.

        Once you have entered the OTP, you can do as many things as you like within that session.

      • Using OTP.

        If you have a BOQ Credit Card, you can access Other Card Functions.

        1. Log into internet banking.
        2. Select your Credit Card.
        3. Click on The 'Q Rewards / Other Card Functions'.
        4. Select the function required.

        Note: this will not display on the mobile banking app.

        Credit Card customers will only be able to access Other Card Functions after successful OTP verification. If you don’t have a mobile phone, you won’t be able to access any Credit Card functions including Q Rewards. You can still continue to access information on your other BOQ products on BOQ Internet Banking.

        The OTP is valid for five minutes and will then expire. If the OTP expires you can generate a new code through the OTP screen on Other Card Functions.

        Note: 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.

        If you don’t receive an OTP, go back to BOQ Internet Banking (where your accounts are listed) and check that we have your correct mobile number.

      • Update your mobile number.

        OTP requires a mobile phone number registered with us. To update your mobile number.

        1. Log into Internet Banking.
        2. Click on 'more'.
        3. Select 'other services'.
        4. Click on 'View Personal details'.
        5. Follow the prompts.

        If you need help updating your mobile number.

        Once you have successfully updated your mobile number, the OTP will be available immediately. 

        Note: If you have call forwarding on your mobile you will not be able to receive OTP. OTP will not be forwarded. This would compromise your online security. Please ensure you contact details are updated.

      • Using OTP while overseas.

        OTP is supported in a number of international countries.

        You will 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.

        If you plan to use a non-Australian number, please ensure you update your mobile number 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 to will be supported for OTP delivery.

        Need more help?

      Mobile Banking

      • What is Mobile Banking?

        Mobile Banking allows you to do your banking safely and conveniently on your mobile phone. You can view your account balances, look up transactions, pay your bills, transfer funds, check rates, and locate the nearest ATM or branch.

        For information on how to apply for Mobile Banking.

        BOQ Mobile is currently available in the App StoreSM for iPhone®/iPod touch®/iPad®users, and on Google Play for AndroidTM phone users.

        The following operating systems are supported for the BOQ Mobile app:

        • Android: v4.0.3 and above
        • iOS: v7.0 and above

        You can also access Mobile Banking via your mobile web browser by navigating to ib.boq.mobi.

        Please Note: Data charges may apply for accessing BOQ Mobile or Mobile Banking via your mobile browser. Please contact your mobile phone provider for more information.

      • Trouble Shoot Mobile Banking.
        • Can I be logged into Internet Banking and Mobile Banking at the same time?

        You can only have one active Online Banking session in either Internet or Mobile Banking.

        • Why do I keep getting taken back to the sign in screen when I enter my sign in details?

        If you are entering your sign in details and are being returned straight back to the sign in screen, check that you have enabled cookies on your mobile device.

        • What happens if I get locked out of Mobile Banking?

        As with Internet Banking you can request a password reset by contacting the Customer Contact Centre.

        Please Note: You will need to use Internet Banking to log on with the temporary password and create your new permanent password before you can sign into Mobile Banking.

        • I keep getting locked out of my account when I try and sign in on my mobile phone

        As with Internet Banking your password is case sensitive - make sure you are entering your password with the correct case.

        • I get the error message “Please navigate via the links on the webpage”. What does this mean?

        This is a prompt to navigate through Mobile Banking using the links within Mobile Banking and not to use the phone's navigation keys/actions. This has been designed as a safety measure to ensure data isn't resent or able to be accessed after a session has ended.

        Need more help?