Online Banking Help & Support

Your password is case sensitive and can include both uppercase and lowercase letters. The system may respond with an error message indicating that details entered are not valid. The password must be typed in exactly the same case as it was when it was set. Check the status of the CAPS LOCK key if the password is not accepted.

If the password is suspended

• If you are a Customer: Contact the Customer Contact Centre on 1300 55 72 72 (24 hours per day, 7 days a week.). A new temporary password will be issued to you immediately. 
• If you are an Authoriser: Visit a BOQ branch and request a new password. A new temporary password will be issued to you immediately.
• If you are a Delegated User acting on behalf of a Customer: Contact the Customer, Authoriser or Delegated User who set up your access.

If you have forgotten your password:

If you forget your password or your password is suspended, you can request a new password via one of the following methods:

• If you are a Customer: You can reset your password online using our Self-Service Hub.
• If you are a Customer or Authoriser:  Visit a BOQ branch and request a new password.
• If you are a Customer or Authoriser: Contact the Customer Contact Centre on 1300 55 72 72 and request a new password.
• If you are a Delegated User, you will need to 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

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.

Tips on choosing 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.
• 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.
• 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'
• 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'
• Add a special character that you can remember, say for example, a ‘$’ sign.
• The password you have created is 'tbm1976$', which is unlikely to ever be guessed by anyone.

Customer Access Number (CAN)

• If you are a Customer: Call the Customer Contact Centre on 1300 55 72 72 (Available 24 hours per day, 7 days a week) 
• If you are an Authoriser: Visit your nearest 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 nearest 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.

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.

BOQ Online Banking gives you access to all your personal and business accounts, including transaction and investment accounts, loans and overdrafts, and credit cards for personal customers as well as a range of banking services.

You will need to be a signatory to each Account for Internet Banking and that you have authority to operate on those accounts. If there are multiple signatories to the account each user will need to complete the registration process.

For information on how to apply for Internet Banking access.

When applying for BOQ Internet Banking you will be asked to nominate an Electronic Banking Password. This Electronic Banking Password will be used as a means of identifying you if you need to call the Customer Contact Centre in relation to your Internet Banking.

This password is not used to log on to Internet Banking or Mobile Banking.

An email address is required. If you do not have one, you cannot be set up for Internet Banking access.

The email address is used for the following reasons:

• Sent for security purposes such as when a limit increase is requested.
• Required to receive alerts such as when a delegated user has signed in or when you have outstanding authorisations.
• BPAY View details are emailed.

There are a range of account operating fees and charges for both personal and business banking services.

For more information on fees and charges, please refer to the Fees and Charges Guides available on the Terms and Conditions page.