Online Banking FAQs

What is VIP Access and how do I use it?

To help keep your account secure, BOQ Specialist Online Banking and Mobile app requires two-factor authentication. To do this, we use an app called VIP Access

The app will generate a one-time code for you to use when logging into your Online Banking account or signing in on a mobile device for the first time.

VIP Access is available for both iOS and Android and is required prior to registration for Online Banking or the Mobile app.

• Download VIP Access for Android {external-link}
• Download VIP Access for iOS {external-link}

How do I access Online Banking?

Online Banking can be accessed from the BOQ Specialist website {external-link} by clicking the ‘login’ button in the top right corner.

How do I register for Online Banking?

1. Visit the BOQ Specialist website {external-link}

2. Click "login" in the top right corner of the page.

3. Click "Register here".

4. Enter your client number, password, credential ID, and the security code displayed on your VIP Access app.

   • If you don't have your client number or password, or your temporary password has expired, contact the BOQ Specialist Client Service Centre on 1300 160 160.

5. Click "Sign In".

6. Create and verify a permanent password.

7. Click "Continue".

8. Review and accept the terms and conditions to proceed to Online Banking.

9. Set up at least three security questions and answers.

10. Select a question from the drop down and enter your answer.

11. Select "Add another question" If you would like to add more than three security questions.

12. Click "Continue" to finish.

How do I log into Online Banking?

1. Visit the BOQ Specialist website {external-link}
2. Click "login" in the top right corner of the page.
3. Enter your client number and password.
4. Enter the security code displayed on your VIP Access app.
5. Click "Sign In".

How can I reset my forgotten password?

Forgotten passwords must be reset using Online Banking.

1. Visit the Online Banking login page {external-link}
2. Select "Forgot my password".
3. Follow the prompts to reset your password.

How can I update VIP Access?

To transfer your linked VIP Access app to a new device or if your VIP Access token is no longer linked to your account, contact the Client Service Centre on

1300 160 160 or +612 9293 2121 from outside Australia.

How can I access FAQs and key self-service functions?

1. Log into Online Banking {external-link}
2. Click "Help & Support" in the top menu.
3. Browse the provided FAQs or select any of the self-service requests listed.

Simple changes including changing personal details, changing limits up to $200,000, requesting an account closure, and making a home loan redraw are available for self-service. No calls or forms required.

How do I update my personal details?

1. Log into Online Banking {external-link}

2. Click on "Other services".

3. Select "Account settings".

4. Click on "Personal Details".

5. You’ll be able to update your tax file number, email address, residential address and postal address.

   • If you’re updating your address, start typing your address and select it from the list.

6. If your address doesn’t appear when you type it, you can request to change it via "Secure message".

7. Select "Change of details" as the message subject and fill out your information.

Note: Contact details can only be updated for individual account holders.

To update details for a non-individual (e.g. Super Fund, Company, Trust) send us a "Secure message" or get in touch with our Client Service Centre on 1300 160 160 24 hours a day, 7 days a week or +612 9293 2121 from outside Australia.

How can I change my home loan repayment account?

1. Log into Online Banking {external-link}

2. Click on "Help & Support".

3. Select "Change repayment account - home loan".

4. Choose the home loan you want to update.

5. Select "Internal" to debit another account in the same entity or,

6. Select "External" to debit an account from another financial institution

   • For external repayment accounts, you’ll need to provide the institution name, account ABN/ARBN (if applicable), account name, BSB and account number.

7. Review and accept the terms and conditions.

8. Click "Submit".

How do I change my credit card repayment account?

1. Log into Online Banking {external-link}

2. Go to "Help & Support".

3. Select "Change Repayment Account - credit card".

4. Select your credit card account from the dropdown.

5. Choose the repayment type: minimum owing balance, full balance, or a specific amount each month.

6. Select "Internal" to debit another account in the same entity or,

7. Select "External" to debit an account from another financial institution.

   • For external repayment accounts, you’ll need to provide the institution name, account ABN/ARBN (if applicable), account name, BSB and account number.

8. Review and accept the terms and conditions.

9. Click "Submit".

How can I link a new designated account?

1. Log into Online Banking {external-link}
2. Click on "Help and Support".
3. Select "Link new designated account".
4. Pick any transaction or savings account from the top dropdown.
5. Enter the new account details: institution name, ABN or ARBN (if applicable), account name, BSB and account number.
6. Review and accept the terms and conditions.
7. Click "Submit".

How do I close a savings or transaction account?

1. Log into Online Banking {external-link}

2. Click on "Help and Support".

3. Select "Request to close transactional or savings account".

4. Select the account you’d like to close.

5. Provide a reason for closing the account.

6. Let us know where we should send any remaining funds: Another BOQ account or an account with an external financial institution.

   • For an external account, you’ll need to provide the institution name, ABN/ABRN, account name, BSB and account number.

7. Enter a "payment reference". This will be used as the description for any transfer of funds.

8. Review and accept the terms and conditions.

9. Click "Submit".

How can I request a redraw on my home loan?

1. Log into Online Banking {external-link}
2. Select the entity that corresponds to the home loan where you are requesting a redraw.
3. Click "Help and Support" from the main menu bar.
4. Under "Withdrawal and transfer requests".
5. Select "Request for home loan redraw".
6. Select the home loan account from the dropdown.
7. Enter the redraw amount (this amount cannot be larger than the available balance for the home loan).
8. Select the BOQ Specialist account to be credited from the dropdown.
9. Read and acknowledge the disclaimer.
10. Click "Submit".

How do I withdraw funds from a 32-day notice account?

1. Log into Online Banking {external-link}
2. Click on "Help and Support".
3. Select "Withdrawal from 32 Day Notice Account".
4. Select your notice account. The withdrawal date and notice start date will be populated automatically.
5. Enter the amount to withdraw.
6. Full balance (including interest), or a specific amount.
7. Choose the recipient account. It has to be from the same entity.
8. Enter a reference for the transfer.
9. Click "Submit".

How do I reinvest a principal and interest balance?

1. Log into Online Banking {external-link}

2. In the 'entity manager'

3. Select the "option menu" (⋮) to the right of the term deposit you want to provide maturity instructions for.

4. Select "Setup maturity instruction".

5. Select the term for your new term deposit by clicking on the arrows to scroll through the different terms and their rates

   • Note: Rates are indicative and your new term deposit rate will be the applicable rate for the selected term on the day of reinvestment.

6. Below the terms, click "Yes, I want to reinvest".

7. Select "Principal + Interest" from the ‘Reinvestment options’ dropdown.

8. Click "Continue" to review your maturity instructions.

9. Click "Continue" to submit your maturity instructions.

How do I reinvest a principal balance?

1. Log into Online Banking {external-link}

2. In the 'entity manager',

3. Select the "option menu" (⋮) to the right of the term deposit you want to provide maturity instructions for.

4. Select "Setup maturity instruction".

5. Select the term for your new term deposit by clicking on the arrows to scroll through the different terms and their rates.

   • Note: Rates are indicative and your new term deposit rate will be the applicable rate for the selected term on the day of reinvestment.

6. Below the terms, click "Yes, I want to reinvest".

7. Select "Principal" from the ‘Reinvestment options’ dropdown.

8. Select an account from the "Which account should we transfer the remaining interest to?" dropdown.

   • Where the interest earnt will be deposited.

9. Click "Continue" to review your maturity instructions.

10. Click "Continue" to submit your maturity instructions.

How do I reinvest a partial balance?

1. Log into Online Banking {external-link}

2. In the 'entity manager',

3. Select the "option menu" (⋮) to the right of the term deposit you want to provide maturity instructions for.

4. Select "Setup maturity instruction".

5. Select the term for your new term deposit by clicking on the arrows to scroll through the different terms and their rates.

   • Note: Rates are indicative and your new term deposit rate will be the applicable rate for the selected term on the day of reinvestment.

6. Below the terms, click "Yes, I want to reinvest".

7. Select "Partial reinvestment" from the ‘Reinvestment options’ dropdown.

8. Enter the amount to be reinvested in "Reinvestment amount".

9. Select an account from the "Which account should the remaining balance be transferred to?" dropdown.

   • Where the remaining funds will be deposited.

10. Click "Continue" to review your maturity instructions.

11. Click "Continue" to submit your maturity instructions.

How can I withdraw all funds from a maturing term deposit?

1. Log into Online Banking {external-link}

2. In the 'entity manager',

3. Select the "option menu" (⋮) to the right of the term deposit you want to provide maturity instructions for.

4. Select "Setup maturity instruction".

5. Below the terms, click "No, I do not want to reinvest".

6. Select an account from "Which account should the interest amount be transferred to upon maturity?" dropdown.

   • Where the funds will be deposited.

7. Select an account from "Which account should the principal amount be transferred to upon maturity?" dropdown.

   • Where the funds will be deposited.
   • You can select the same account in both dropdowns if you want to withdraw the funds to the same account.

8. Click "Continue" to review your maturity instructions.

9. Click "Continue" to submit your maturity instructions.

How can I customise the home page?

Accounts can be viewed within the entity manager on the home page.

If you only have one entity on your profile.

• You can reorder your accounts by clicking and dragging into your preferred order.

If you have more than one entity on your account.

1. On the home page, you’ll see sections (blue boxes) that relate to each legal entity you hold.
2. The blue arrow to the right of each section will expand a list of accounts under each entity.
3. Accounts can be reordered within each entity, and the entities themselves can be reordered.
4. The entity at the top of the list will be the default entity and will be automatically selected the next time you log in to Online Banking.

You can set up favourite payments and customise the ‘Quick links’ section with your most used functions to tailor your Online Banking experience.

Note: Favourite payments are entity-specific and will change if you change entities.

How do I change a selected entity?

Functions in Online Banking are based on the currently selected entity.

If you’re attempting to complete an action for a specific entity (e.g. make a payment from your super fund) you will need to select the entity before proceeding.

The currently selected entity is always shown in the top right corner of the Online Banking page.

To view or change your selected entity.

1. Log into Online Banking {external-link}
2. Locate the entity manager on the home page.
3. Click the name of the entity you want to switch to.
4. Confirm the new entity displayed in the top right of the screen.

How can I update my security questions?

1. Log into Online Banking {external-link}
2. Go to "Other services".
3. Select "Security questions".
4. Enter at least three security questions and answers from the drop-down list.
5. Select "Add another question" if you want to add more than three security questions.
6. Click "Save".

Note: New security questions will overwrite your prior questions; it does not add to them.

How do I manage Online Banking alerts?

1. Log into Online Banking {external-link}
2. Go to "Other services".
3. Select "Register and de-register alerts".
4. Click on "option menu" (⋮)
5. Select "Edit" to manage the alerts you want to change.
6. "Tick or un-tick" the alert types you would like to receive.

Note: Some alerts are mandatory and cannot be removed, like email and SMS alerts for changes to transfer limits.

What is a secure message?

A Secure Message is a secure way to communicate with our Client Service Centre through Online Banking or the Mobile app.

You can view Secure Messages that have been sent to you and also compose a message to send to BOQ Specialist.

Secure Messages can be used for anything from asking a question, to requesting an international transfer or updating your account details.

How can I send a secure message?

1. Log into Online Banking {external-link}
2. Select "Secure messages" on the main menu.
3. Select "Create message".
4. Pick the most relevant subject from the drop-down, according to the message you need to send.
5. Fill out the requested information.
6. Select the account associated with your request.
7. Attach files if required (up to 2 MB).
8. Click ‘Send’.

Note: Many of these requests (updating personal contact details, payment limits, account closures, redraws) are also available via the self-service ‘Help and Support’ menu.

How do I view secure messages?

1. Log into Online Banking {external-link}
2. Click ‘Secure Messages’ on the main menu.
3. Select "View messages".
4. Select "Inbox" to see messages you’ve received.
5. Click on "Sent" to see your sent messages.
6. Tap on a message to read it.

How do I activate or unblock my card?

To activate a card

1. Log into Online Banking {external-link}
2. Click on the "Cards" menu.
3. Click "Activate or unblock card".
4. Select the card you want to activate.
5. Choose if you’d like to set a new PIN or keep the existing one.
6. Click "Continue" to proceed to the confirmation screen.

Note: We’ll send you an SMS with a one-time password to your registered number on file or a push notification for you to approve the change.

How can I change my card PIN?

To change your PIN

1. Log into Online Banking {external-link}
2. Click on the "Cards" menu.
3. Click "Manage pin".
4. Choose the card you’d like to update the PIN on.
5. Click "View Card Details" to verify the linked account if you’re changing a Visa debit card PIN.
6. Enter and confirm your new 4-digit PIN.
7. Click "Continue".

Note: We’ll send you an SMS with a one-time password to your registered number on file or a push notification for you to approve the change.

How do I temporarily block my card?

To block a card

1. Log into Online Banking {external-link}
2. Click on the "Cards" menu.
3. Click "Block temporarily or lost/stolen".
4. Select the card to temporarily block.
5. Click "block" to freeze the card (you can unblock the card later).
6. Click "Continue" to proceed to the confirmation screen.

If you do not recognise a transaction on your account, please contact our Client Service Centre immediately on 1300 160 160 24 hours a day, 7 days a week or +612 9293 2121 from outside Australia.

How can I report my card as lost or stolen?

When cancelling a card, a replacement card is automatically issued and sent to your current postal address. Update your address in ‘Account settings’ first if needed.

1. Log into Online Banking {external-link}
2. Click on the "Cards" menu.
3. Choose "Block temporarily or lost/stolen".
4. Select the card that has been lost/stolen
5. Choose "cancel".
6. Click "Continue" to proceed to the confirmation screen.

If you do not recognise a transaction on your account, please contact our Client Service Centre immediately on 1300 160 160 24 hours a day, 7 days a week or +612 9293 2121 from outside Australia.

How do I pay my credit card bill?

You can pay your credit card bill using either direct debit, BPAY or transfer funds from your BOQ Specialist account to your BOQ Specialist Credit Card.

You can transfer to your credit card from a BOQ Specialist account through Online Banking or the Mobile app.

Payments may be delayed until the next business day due to processing times.

How do I transfer funds to my credit card?

1. Log into Online Banking {external-link}

2. Click "Transfers".

3. Select "Own Accounts Transfer".

4. Choose the debit account (must be in current entity; your nominated accounts also appear here when applicable).

5. Choose the Credit Card/Receiving account.

6. Enter the amount and a description.

7. Choose when to pay.

   • Immediately (Pay Now).
   • On a specific date (Transfer On).
   • On a recurring basis (Make a recurring transfer).

8. Click "Continue".

9. Follow the prompts to confirm the payment.

Note: Payments may be delayed until the next business day due to processing times.

To establish automatic direct debits for your credit card account each month you will need to submit a request via the 'Services Panel' which is available on the BOQ Specialist Online Banking portal.

How can I make automatic direct debits for my credit card account each month?

1. Log into Online Banking {external-link}

2. Go to "Help and Support".

3. Select "Change repayment account - credit card".

4. Select your credit card account.

5. Choose the repayment type: minimum owing balance, full balance, or a specific amount each month.

6. Select "Internal" to debit another account in the same entity or,

7. Select "External" to debit an account from another financial institution.

   • For external repayment accounts, you’ll need to provide the institution name, account ABN/ARBN (if applicable), account name, BSB and account number.

8. Review and accept the terms and conditions.

9. Click "Submit".

How do I pay my credit card bill using BPAY?

You can make a payment from the financial institution of your choice using the following details:

Biller Code: 745729

Reference Number: Your 16-digit BOQ Specialist Credit Card number

Please allow up to 2 business days for payment processing.

Who do I contact about my credit card insurance policy?

BOQ Specialist card insurances are underwritten by Chubb Insurance Australia Limited (ABN 23 001 642 020, AFSL No. 239687) (Chubb). BOQ Specialist has entered into a Group Policy for the benefit of cardholders. Terms, conditions, exclusions, limits and eligibility criteria apply to insurances - Insurance Terms and Conditions.

Make sure you pay special attention to the benefits, eligibility and exclusions. It is particularly important to do this before travelling or purchasing goods as your cover may not be sufficient for your personal circumstances. BOQ Specialist does not guarantee this insurance.

Chubb and BOQ Specialist only provide general advice and do not consider your objectives, financial situation or needs.

CHUBB insurance is available on 1300 170 180, or via email at BOQSpecialistEnquiries.AU@chubb.com

What are the fees and charges for credit cards?

Annual percentage rate:

The annual percentage rate which will apply to the unpaid daily balance on your credit card account subject to any interest free period and any special promotions, if applicable.

• View Platinum Credit Card interest rate {external-link}
• View Signature Credit Card interest rate {external-link}

Interest free period:

There is an interest free period on your card account of up to 55 days on purchases and other debits, other than cash advances and balance transfers.

Minimum payment due:

You must pay the minimum payment due shown on each monthly credit card statement on or before the due date, giving due consideration to processing times for each payment method.

However, if that day is not a business day, it is due on the next business day. The minimum amount owing is calculated as the greater of $20 or 2% of the closing balance (rounded to the nearest two decimal points). If the closing balance is less than $20, then the minimum payment due is equal to the closing balance.

In addition, you must pay any amount in excess of the credit limit and any amount shown on the monthly credit card statement as overdue. These amounts are due and payable immediately.

Other fees and charges apply. A full list of credit card fees can be viewed here {external-link}

What are the BOQ Specialist BSB and BPAY biller code?

BOQ Specialist has a BSB that can be used for any payments being made into accounts which can be seen in your BOQ Specialist Online Banking profile.

This BSB number is 951-200.

When receiving payments from a third party, please ensure you provide them with this BSB, your account number and the account name. Please ensure you check these details carefully before providing them to the third party so that the funds reach your account as intended.

Credit card payments can be made using the BOQ Specialist biller code (745729) and your 16-digit card number as the reference.

What is the maximum payment limit?

The maximum limit you can increase in Online Banking is $200,000.

For any higher limits, please send a Secure Message and select "Change of limits" as the message subject.

To create a secure message

1. Log into Online Banking {external-link}
2. Choose "Secure messages" from the main menu.
3. Tap "Create message".
4. Select "Change of limits" as the message subject.
5. Fill out the requested information.
6. Select the account associated with your request.
7. Attach files if required (up to 2 MB).
8. Click "Send".

Your online security is our highest priority. We use robust solutions to help you stay safe online.

To find out more, visit our online security page {external-link}

How can I update my transfer limit?

To update your transfer limit

1. Log into Online Banking {external-link}
2. Click "Other services" on the main menu.
3. Select "Payment limits".
4. Under "Action" select the three dots (⋮).
5. Click "Edit".
6. Enter the new limit.
7. Select "Update".
8. Click on "Submit" to finalise your new limit.

Note:

• If you’ve chosen to raise your limit, we’ll confirm the change by sending you an SMS confirmation code.
• Your "Overall Limit" acts as a master limit representing the maximum amount that can be transferred (inclusive of all other limit types) per day.
• In many cases you will need to increase your "Overall Limit" in addition to your chosen limit type.

If you have any questions, please contact our Client Service Centre on 1300 160 160 24 hours a day, 7 days a week

or +612 9293 2121 from outside Australia.

How do I update the transfer limit of my delegate(s)?

If a primary account owner makes an update to their daily transfer limit amount, this change will not adjust the amount of your delegate(s).

To adjust the transfer limit of your delegates, you will need to update the overall daily limit permission within their profile.

To adjust the transfer limit of your delegates

1. Log into Online Banking {external-link}
2. Click "Users" and "Users" on the main menu.
3. A list of delegates will display.
4. Under ‘"Action" select the three dots on the right.
5. Select "Permissions".
6. From the list of accounts; select the down arrow.
7. Adjust the amount in "Overall daily limit for this Account".
8. Select "Save" at the bottom of the screen.

Note: Delegates have individual Online Banking profiles subject to their own transfer limits.

If the delegate’s own transfer limit is less than the limit you have authorised on the account, they will need to increase their own transfer limits.

To increase transfer limits

1. Log into Online Banking {external-link}
2. Click "Other services" on the main menu.
3. Select "Payment limits".
4. Under ‘"Action" select the three dots.
5. Select "Edit".
6. Enter the new limit.
7. Select "Update".
8. Click "Submit" to finalise the new limit.

Note: If you’ve chosen to raise your limit, we’ll confirm the change by sending you an SMS confirmation code.

How can I transfer between my accounts?

1. Log into Online Banking {external-link}

2. Click on the "Transfers" menu.

3. Select "Own accounts transfer".

4. Choose the debit account (must be in current entity; your nominated accounts also appear here when applicable).

5. Choose the credit/receiving account (can be in another entity or a nominated account when applicable).

6. Enter the Amount and a Description.

7. Choose when to pay.

   • Immediately (Pay Now).
   • On a Specific Date (Transfer On).
   • On a recurring basis (Make a recurring transfer).

8. Click "Continue".

9. Follow the prompts to confirm the payment.

How can I make a pay anyone payment?

1. Log into Online Banking {external-link}

2. Click on the "Transfers" menu.

3. Select "Pay anyone".

4. Choose the debit account.

5. Pick an existing Payee or click to add a new payee.

6. When adding a new payee, enter the BSB, Account Number, Account Name and a Description.

   • You can also assign a nickname for the payee and specify a separate description for your own statement when making payments to the new payee.

7. Click "Verify" to run the Confirmation of Payee name check.

8. Review ‘Partial’ or ‘No Match’ messages before proceeding.

9. Enter the Amount and a Description.

10. Choose when to pay.

    • Immediately (Pay Now).
    • On a Specific Date (Transfer On).
    • Or on a recurring basis (Make a recurring transfer).

11. Click "Continue".

12. Follow prompts to confirm the payment.

Note: On your first payment to a new Payee, you will be asked to complete an SMS One Time PIN (OTP) or Push Notification confirmation before the payment can be finalised.

How do I make a BPAY payment?

1. Log into Online Banking {external-link}

2. Click on the "Transfers" menu.

3. Select "Pay BPAY bill".

4. Select your debit account.

5. Pick an existing Biller or add a new Biller.

   • When adding a new Biller, enter the ‘Biller code’ and ‘Customer reference’.
   • Tick "Add to list of Billers" if you wish to save it for future use.

6. Enter the amount.

7. Choose when to pay.

   • Immediately (Pay Now).
   • On a Specific Date (Transfer On).
   • On a recurring basis (Make a recurring transfer).

8. Click "Continue’.

9. Follow prompts to confirm the payment.

Note: On your first payment to a BPAY Biller, you will be asked to complete an SMS One Time PIN (OTP) or Push Notification confirmation before the payment can be finalised.

How can I forward date or make recurring transfers?

When you are on any transfer screen (Own accounts transfer, Pay anyone or BPAY bill payment) you can choose,

Transfer On

To set a single future date and type or pick the date.

Note: If the date falls on a non-business day, Online Banking auto-adjusts to the prior business day.

Make a recurring transfer

Choose the frequency for the recurring transfer. When adding recurring transfers, you will need to select the start date for the payments and confirm if the recurring payments should occur indefinitely or end on a specific future date.

How do I manage payees and BPAY billers?

To see a list of saved Pay Anyone recipients

1. Log into Online Banking {external-link}
2. Click on the "Transfers" menu.
3. Select "Payees".

To see a list of saved BPAY billers

1. Log into Online Banking {external-link}
2. Click on the "Transfers" menu.
3. Select "Pay Billers".

How can I view past transfers and payments?

1. Log into Online Banking {external-link}

2. Click on the "Transfers" menu.

3. Select "Past Transfers and Payments" to see the last 30–50 transactions you’ve made.

   • You can filter the specific type of transfer from the "Transaction type" dropdown.

How do I view pending payments?

1. Log into Online Banking {external-link}

2. Click on the "Transfers" menu.

3. Select "Pending payments" to view any upcoming payments including one-off future dated transfers and upcoming transfers as part of a recurring payment schedule.

   • You can filter the specific type of transfer from the "Transaction type" dropdown.

How can I manage authorisations (Multi-Signatory Accounts)?

1. Log into Online Banking {external-link}
2. Click on the "Transfers" menu.
3. Select ‘Authorisations’.
4. See a list of in-flight payments awaiting approval from additional signatories.
5. Authorise or decline payments awaiting your response by selecting from the menu.

What is an eStatement?

eStatements are electronic versions of your bank statements that you can access via Online Banking or the BOQ Specialist Mobile app. They’re an easy way to get your bank statement, allowing you to download and save the file or print out if need be.

How do I view eStatements or tax statements?

1. Log into Online Banking {external-link}

2. Select the "Accounts" tab.

3. Click on "View eStatements".

4. Select the account you’d like to view statements for,

   • Select "Basic search" for a search from one month to three years.
   • Select "Advanced search" to enter specific start and end dates. You can view eStatements for a period of up to six years by selecting the appropriate start date from the date selection menu.

5. Click a listed statement to view and download it.

Note: Statements show per-account information. Tax certificates appear in the list when applicable and cover a whole financial year.

How can I find tax return information?

For deposit products, a Tax Certificate will be released shortly after the end of the financial year. You can find your tax certificate in Online Banking and/or posted (depending on your preferences).

How do I find statements for loans?

Statements for variable rate lending products are posted every six months or monthly (depending on your preferences). Not all loans are available in Online Banking at this time.

How do I find statements for fixed rate loans?

Statements for fixed rate lending products such as leases or chattel mortgages do not receive statements. Because these are fixed, repayments generally remain consistent over the life of the loan. You can request an amortisation schedule for these loans.

How can I change statement preferences?

If you have multiple entities, switch to the desired entity in the entity manager before adjusting preferences.

1. Log into Online Banking {external-link}

2. Click the "Accounts" tab.

3. Select "Statement Preferences".

4. Choose your statement preference (online-only or paper and online).

   • If you’re choosing paper statements, make sure your postal address is up to date in ‘Account settings’.

5. Click "Save".

Note: If you elect to receive paper statements, these will be sent to the mailing address on file for the relevant entity.

If you need to update your mailing address

1. Log into Online Banking {external-link}

2. Click on "Other services".

3. Select "Account settings".

4. Tap on "Personal Details" to update your residential address and postal address.

5. Start typing your address and select it when it appears from the list.

6. If your address doesn’t appear when you type it, you can request to change it via secure message.

   • Select ‘Change of details’ as the message subject and fill out your information accordingly.

Note: Contact details can only be updated for individual account holders.

To update details for a non-individual (e.g. Super Fund, Company, Trust) send us a Secure Message or get in touch with our Client Service Centre on 1300 160 16024 hours a day, 7 days a week or +612 9293 2121 from outside Australia.

How can I view and search transaction history?

View recent transactions

1. Log into Online Banking {external-link}
2. Click an account to see the transaction list from the home screen.

View transaction history

1. Log into Online Banking {external-link}

2. Click on "Accounts".

3. Select "Transaction history".

4. Click "Select account" dropdown to choose the account.

5. "Basic Search" lets you see transactions for a set period, which you can select using the ‘Date range’ dropdown (ranging from a week to year).

6. "Advanced Search" lets you search a specific date range (within the last year) and has additional search functions including:

   • Filters to search transactions within specifical dollar-value ranges.
   • ‘Search for text’ field to filter transactions based on name/description.
   • You can also search for transactions from a specific card by searching the last 4-digits of the card number.

Note: You can search for up to 12 months of transactions. For older transactions, check your eStatements (available for up to six years).

View your eStatements

1. Log into Online Banking {external-link}

2. Select the "Accounts" tab.

3. Click on "View eStatements".

4. Select the account you’d like to view statements for,

   • Select "Basic search" for a search from one month to three years.
   • Select "Advanced search" to enter specific start and end dates.
   • You can view eStatements for a period of up to six years by selecting the appropriate start date from the date selection menu.

5. Click a listed statement to view and download it.

Note: Statements show per-account information. Tax certificates appear in the list when applicable and cover a whole financial year."

How do I export transaction history?

1. Log into Online Banking {external-link}

2. After loading your transaction history,

   • Click "Export viewed" to download the current page of transactions.
   • Click "Export all" to download all transactions matching your search criteria.

3. On the transaction export page, choose your file format from the dropdown.

4. Click "Download".

Note: You may need to enable pop-ups for your browser for the download to complete.

What is a batch payment?

A batch payment is a single file containing multiple payees which is usually generated from your accounting system.

Batch payments enable you to upload and process payment files into Online Banking for things like payroll or accounts payable. You can store and save templates with payees, accounts, and payment details for future use.

How can I access the batch payment functionality?

If you have a One Account for business and are registered for Online Banking {external-link}, you will have access to the functionality in Online Banking under the ‘Batch Payments’ tab.

How do I cancel a batch payment?

If you need to cancel a batch payment that you have processed you must contact our Client Service Centre on 1300 160 160 as soon as possible.

The team will assist you to cancel the whole batch payment where possible. No partial cancelations are permitted.

How do I review the individual payments within a past batch payment?

1. Log into Online Banking {external-link}
2. Select "Batch Payments".
3. Navigate to "View Batch Payments". Here you will find a list of batch payments which are pending or have been posted.
4. The list allows you to action and view the receipt of a particular batch payment.
5. In the receipt you will find a list of beneficiaries relating to the particular batch payment, with details such as Payee Name, BSB, Account number, Description, Amount and Status.

How do I find out more on batch payments or batch direct debits?

How do I set up a new batch payment?

1. Log into Online Banking {external-link}

2. Click on "Batch payments" menu.

3. Click on "Select template" if you have an existing batch payment template or,

4. Select "New batch payment".

5. Click on "Batch description" to provide a name for the batch payment.

6. Tap "Select from account" to choose the account to be debited from.

7. Enter the payment processing date.

8. Select payees for the batch from your existing list of payees.

9. Select "Add new payee" to add additional payees.

10. Click "Continue".

11. Follow the prompts to confirm.

12. Insert or amend the "Payee description" and "This pay" amount as required.

    • you can save the current batch as a new template prior to processing the payment.

13. Review the batch information.

14. Select "Process batch".

15. Review the confirmation screen.

16. Follow the prompts to finalise the batch payment.

Note: If the batch contains a new payee that you have not transferred to before you will be asked to complete an SMS One Time PIN (OTP) or Push Notification confirmation before the payment can be finalised.

How do I upload batch payment files or templates?

1. Log into Online Banking {external-link}

2. Click on "Batch payments" menu.

3. Select "Batch payment templates".

4. Select "Import template from file".

5. Click "Select file type".

6. Select the type of file to be uploaded.

   • Online Banking supports ‘csv’ and ‘ABA/Cemtex’ files for batch payment templates.

7. Select "Choose File" and use your computer's file browser to select the template file.

8. Click "Upload".

9. Review that the payees, account details, payment descriptions and payment amounts have imported correctly.

10. Click on "Template description" to create a name for the batch template.

11. Select "Save and Close" to finalise the upload.

12. This saved batch can now be used for future batch payments.

What is delegated user authority?

The primary use of DUA is for account holders who wish to delegate access for another person to act on their behalf using Online Banking.

As a delegator, you are able to select the permissions that the delegated user will have, and are therefore responsible for the actions they perform on the account.

Who can create a delegated user?

A delegated user may be created by any client who is an account holder or signatory for one or more entity accounts.

The delegated user is given a relationship to the nominated entity and will not be connected to all entities of the client.

Is there an application form for DUA?

Yes, to set up a delegated user, the account holder/signatory and delegate must complete the Delegated User Nomination form.

Download the Delegated User Nomination form {external-link}

Is anybody eligible to become a delegated user?

A delegated user may be an existing or non-existing client. However, you cannot nominate a current signatory of an entity account as a delegated user. A signatory already has the maximum level of permissions of a delegate.

If the account holder still wishes to appoint the signatory as a delegated user, they will need to remove them by completing the Amendment to Account Signatory form which can be obtained by calling our Client Service Centre on 1300 160 160

What levels of access can I give a delegated user?

An account holder/signatory can choose from several different levels of access for each function (e.g. Direct Debit, BPAY, eStatements, etc.) within an account and for each delegated user.

• None: No access to function or ability to transact.
• View: View details of function however no ability to transact.
• Create: Limited ability to transact – requires authorisation before payment is processed.
• Execute: Full access with function, and ability to transact without authorisation.

Similarly, each account can be set up to have a daily limit. The account holder cannot grant a delegated user greater Online Banking access rights than the delegator’s own access rights.

If signing instructions are 2 (or more) to sign, a second signatory must approve the permission levels set up by the first signatory.

What can I do if I have a user with a view-only relationship on my account?

Your existing view only access relationship will no longer be supported in the new Online Banking platform and will be replaced by DUA (of which you may give them ‘View’ access level).

As there is greater flexibility in what the delegated user can or cannot do, you will first need to set up their access levels.

1. Log into Online Banking {external-link}
2. Click on "Users" tab on home screen.
3. Select your delegate user from the list.
4. Select "Permissions".

Note: You will need to customise the access levels for each account as this is now controlled on account level.

Can a delegated user access secure messages?

Yes, a delegated user has access to the secure messages function. However, the secure messages of the account holder/signatory and delegate are independent from each other.

The delegate will not be able to see any secure messages sent from the account holder/signatory to the bank.

How will I know when a transaction is pending authorisation?

Account holders/signatories can be notified of any pending authorisation requests via secure messages, email (via the email address registered for the client), SMS (via the mobile number registered for the client) and the notifications area on the home screen.

What limits apply to a delegated user?

There are three limits that apply to a delegated user.

• The account holder’s overall daily limit.
• The delegated user’s overall daily limit.
• The daily limit applied to each account of the delegate’s access levels (set up by the account holder).

Note: As the delegated user cannot have greater access rights than the account holder, the lowest of the three applies.

Change a delegate user permission.

The ‘Users’ tab is only shown if the current selected entity has one or more linked delegate user on file.

1. Log into Online Banking {external-link}

2. A list of delegates will display.

3. Select the three dots on the right.

4. Select "Permissions".

5. From the list of accounts; select the down arrow for the account on which permissions need to be updated.

6. Enable access to the account for ‘view’ or ‘execute’ authority as required.

7. An account holder/signatory can choose from a number of different levels of access for each function (e.g. Direct Debit, BPAY, eStatements, etc.) within an account and for each delegated user.

   • None: No access to function or ability to transact.
   • View: View details of function however no ability to transact.
   • Create: Limited ability to transact – requires authorisation before payment is processed.
   • Execute: Full access with function, and ability to transact without authorisation.

8. Save the updated permissions for the delegate.

Note:

• Each account can be set up to have a daily limit.
• The account holder cannot grant a delegated user greater Online Banking access rights than the delegator’s own access rights.
• If signing instructions are 2 (or more) to sign, a second signatory must approve the permission levels set up by the first signatory.

Update transfer or payment limits for a delegate.

If a primary account owner makes an update to their daily transfer limit amount, this change will not adjust the limit for delegate(s).

To adjust the transfer limit of your delegates, you will need to update the overall daily limit permission within their profile.

1. Log into Online Banking {external-link}
2. A list of delegates will display.
3. Select the three dots on the right.
4. Select "Permissions".
5. From the list of accounts; select the down arrow.
6. Click on "Overall daily limit for this Account" to adjust the amount.
7. Select "Save" at the bottom of the screen.

Note: Delegates have individual Online Banking profiles subject to their own transfer limits. If the delegate’s own transfer limit is less than the limit you have authorised on the account, they will need to increase their own transfer limits.

1. Log into Online Banking {external-link}
2. Select the three dots on the right.
3. Select "Edit".
4. Enter the new limit.
5. Select "Update".
6. Click "Submit" to finalise the new limit.

Note: If the limit has been raised, we’ll confirm the change by sending the delegate an SMS confirmation code to enter.

Manage a delegate user authority.

Amending delegate user access is only available through Online Banking.

Delegates with account access can view transactions and actions payments as the permissions granted to them in the BOQ Specialist Mobile app.