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

How can I access the BOQ Specialist Mobile app?

You can access your accounts using the BOQ Specialist Mobile app, available for both iOS and Android.

• Get BOQ Specialist Mobile app for iOS {external-link}
• Get BOQ Specialist Mobile app for Android {external-link}

Once you’ve opened an account with us, you can sign in for the first-time using either the Mobile app or website.

How do I register for the Mobile app (if I haven't activated Online Banking)?

• Get BOQ Specialist Mobile app for iOS {external-link}
• Get BOQ Specialist Mobile app for Android {external-link}

1. Download and open the BOQ Specialist Mobile app on your device. You will see introductions on the app’s features

2. Tap "Get Started".

3. Tap "First time signing in" (you’ll see this option below the password field) on the login screen.

4. Enter your client number, password and credential ID.

5. Enter 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

6. Tap "Sign in".

7. Review and accept the terms and conditions.

8. Choose and confirm a new 4-digit PIN for quick access to the app. This PIN will be used for future logins on the same device.

9. If your device supports it, you can choose to turn on Touch ID/Face ID (biometric login).

Next steps

1. Create a permanent password for BOQ Specialist Online Banking and Mobile app.

2. Tap "Save/Continue".

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

4. Tap "Select security question" to choose a question from the list.

5. Enter your answer.

6. Tap "Save".

7. Select "Add another question" if you want to add more than three security questions.

8. Tap "Submit" once you have added at least three questions and answers.

   • After submitting, you’ll see a confirmation screen.

9. Tap "Done" to finish the registration.

10. You are now logged in to the Mobile app and will be taken to the app’s home screen.

How can I log into the Mobile app (if I have a new device)?

If you already have a BOQ Specialist Online Banking account (i.e. you’ve registered before via the website or app) or you are installing the Mobile app on a new device, follow these steps to log in:

1. Open the BOQ Specialist Mobile app.
2. Tap "Get Started".
3. Enter your client number and Online Banking password.
4. Enter the 6-digit security code from the VIP Access app.
5. Tap "Sign In"
6. If this is the first time you’re signing in on a new device, you’ll need to set a new 4-digit PIN.
7. If your device supports it, you can also choose to turn on Touch ID/Face ID (biometric login).

How do I activate or unblock my card?

1. Log in to the BOQ Specialist Mobile app.

2. Tap "More" from the bottom menu.

3. Select "Manage cards" in the settings section of the menu.

4. Select the card that needs to be activated (or unblocked).

5. Tap "Activate" or "Unblock"

   • If prompted, you can choose to set a new PIN or keep the existing PIN for the card.

6. If setting a new PIN, enter and confirm the new 4-digit PIN.

Once confirmed, your card will be active and ready to use.

How do 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 in to the BOQ Specialist Mobile app.
2. Tap "More" from the bottom menu.
3. Select "Manage cards" in the settings section of the menu.
4. Select the card you want to cancel.
5. Tap "Cancel card"
6. Let us know whether the card was lost or stolen.
7. Tap ‘Next’.
8. Follow the prompts to confirm cancellation.

Once complete, the card will be cancelled and can no longer be used. A new card will be mailed to you.

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 change my transfer or payment limits?

Payment limits cannot be updated in the Mobile app. To manage your daily payment limits, log into Online Banking.

To update your transfer/payment limit via Online Banking:

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 on "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 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).

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 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 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 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 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).