CAN and Password FAQs

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 acting on behalf of the Customer, you will need to contact the Customer, Authoriser or Delegated User who set up your access.

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.

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. 

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

1. If you are a Customer, contact the Customer Contact Centre on 1300 55 72 72 and request a new password. A new temporary password will be issued to you immediately. The Customer Contact Centre is available 24 hours per day, 7 days a week.
2. If you are an Authoriser, visit a branch and request a new password. A new temporary password will be issued to you immediately.
3. If you are a Delegated User acting on behalf of a Customer, you will need to contact the Customer, Authoriser or Delegated User who set up your access.

Your Password is a unique code that is used in conjunction with the Customer Access Number (CAN), and User ID (if issued), to confirm your identity when you access Internet Banking.

To change your password:

1. Log on to Internet Banking, click on the ‘View Personal Details; icon on the right-hand side of the screen and select ’Change Password’.The Change Password screen will display.

2. Enter your Old Password.

3. Enter the New Password you would like to use.

4. Retype your new password ensuring it is entered exactly the same as it was in the New Password field.

5. Click Change.

Your new password must meet the following standards:

• 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 (i.e. A-Z, a-z)
• special characters may be used if they are one of the following: @#$%&+=?

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

• Your password 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 password down anywhere.
  
• Choose a password 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 password that contains words that can be found in a dictionary of any kind – this will make it harder for anyone to guess your password.
  
• Do not choose a password which is based on your date of birth or an alphabetical code that is a recognisable part of your name.
  
• Change your password regularly – once a month is ideal. After you’ve changed your password, use it again within a day or less, to help you remember the new password.
• When you select a new password, don’t choose one that is similar to your old password. For example, if you chose “tbm1976$” for your first password, it would not be a good idea to simply add ‘one’ to the number – e.g. “tbm1977$”. It is best to start over and choose new letters, numbers and special characters.

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 password you have created is 'tbm1976$', which is unlikely to ever be guessed by anyone.

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

• 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 password cannot be the same as any password previously used

If a third party (such as a pay day lender or accounting software provider) is requesting your CAN and password 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.

Yes, the password can include both uppercase and lowercase letters. The password 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 password is not accepted.