Getting started

Can I download the app on multiple mobile devices?

Yes you can have the app downloaded on multiple devices, however we recommend only being logged in on one session of the app at anytime. You can only download one app per mobile device at any one time.

 

How many entities can I manage on the app at one time?

You can view Accounts of all entities that you are a signatory to. Simply tap on the entity name at the top of the Account screen to change the entity you are viewing.

You can also change the entity you see first when you log into the mobile app by going to the main menu and selecting Entity Management and choosing your default entity.

 

Where can I download the app?

The BOQ Specialist mobile app is available on the iTunes App Store and Google Play Store.

 

What are the minimum supported OS versions for iOS and Android can I use to access the app?

This app can be run on devices running iOS 8 or higher and Android 4.1 or higher.

 

How do I register for the app?

To register for the app, you need to have an existing online banking profile. You’ll also need your client number, online banking password and a security code from your VIP Access credential.


After downloading the app:

  • Choose Register from the main menu
  • Read and acknowledge your agreement with the Terms and Conditions.
  • Enter your BOQ Specialist client number in the first field
  • Enter your online banking password in the second field
  • Use your VIP Access credential to generate a security code and enter it in the field when prompted
  • Choose and confirm a four digit PIN to use for the app
  • When you choose your PIN make sure it’s not consecutive or repeating numbers.

This process builds the secure layer from your VIP Access credential into your app. So after you've registered, you won't need to use your VIP Access credential to access the mobile app.

 

How do I deregister for the app?

You can now manage your registered devices on the app yourself. Simply go to Settings and select “Registered Devices”. This will give you the list of registered devices for the app. To deregister any of the older or unwanted devices, swipe your finger to left or right. Tap the ‘x’ to deregister. 

 

How can I uninstall the app from my phone or tablet?

  • To remove the app from your Apple device, press and hold the app icon until your apps begin to jiggle and "x's" appear in the corner of the app icon. Tap the icon to delete it from your phone.
  • To remove the app from your Android device, visit your device's Settings menu and choose Apps or Application manager (this may differ depending on your device).
  • Touch the app you'd like to uninstall
  • Select Uninstall

Mobile security

Is the app secure?

We take the security of your funds and financial information very seriously and the mobile app is no exception. To keep using the app conveniently, the steps you take when you register for the app re-create the same security level provided by your VIP Access credential.

 

Can I log on using Touch ID?

Yes if you have an iPhone/IPad with IOS 8 and above that allows touch id to log in. Touch ID uses the profile stored within your iPhone.

To enable Touch ID on your iPhone go to Settings > General > Touch ID & Passcode, enter your current passcode and then you will have the option to turn Touch ID on by adding your finger print to the phone.

Once enabled open the mobile app and select Settings from the menu and toggle Enable TouchId to “On” to activate.


IMPORTANT: You must not turn on Touch ID access for the BOQ Specialist Mobile App if you have any fingerprints stored on your device other than your own.  If you have enabled Touch ID on the Mobile App, anyone who has a fingerprint stored on your iPhone/IPad will be able to log in to the mobile app on your phone. If you do allow anyone else’s fingerprints to be stored on your device (despite this being against the Terms and Conditions of Use):

  • (i) They’ll be able to access your accounts and considered authorised to do so; and
  • (ii) You will be responsible for their transactions.

 

Can I log on using Face ID (iPhone X only)?

If you have an iPhone that has Face ID available, you will be able to turn on Face ID access for the app. Turning on Face ID means you can access the app using facial recognition instead of your PIN. 


IMPORTANT: You must not turn on Face ID access for the BOQ Specialist Mobile App if the Face ID stored on your phone is not your own. If you do allow anyone else’s Face ID to be stored on your device, this means they will be able to access your accounts and considered authorised to do so. Please note if this happens you will be responsible for their transactions.

If you have Touch ID previously set up, a message will pop up to let you confirm if you would like to turn on Face ID on your new device. You will still be able to access the app using your PIN if you do not want to use Face ID access.

 

What if I lose my phone or tablet?

You can call us on 1300 160 160 (or +61 2 9293 2121 if calling from overseas) and our client service staff will be happy to assist. Remember the app is secured using your four digit PIN, and we recommend you lock your phone or mobile device.

 

How to change your mobile app PIN?

You can change your mobile app PIN at any time by choosing Change PIN from the app's main menu once you're logged in.

 

I've forgotten my PIN, how do I reset it?

If you've forgotten the PIN for your mobile app, you can reset your registration from the mobile app log in screen by tapping I forgot my PIN. You'll be prompted to reset your registration using your client number, online banking password and a security code from your VIP Access credential (just like when you first registered the app).

 

How do I log in and out of the app?

Once you've registered for the app, use your four digit PIN or fingerprint if Touch ID is enabled (only for iOS 8 and above) to log in and manage your accounts wherever you are.

If you're having trouble entering or remembering your PIN, you have three attempts before your access is blocked.

 

How do I log out?

Logging out happens automatically when:

  • You leave the app (by pressing the home button or switching to another app).
  • Your phone goes to sleep mode
  • You lock your phone screen
  • No interactions have been made after 3 minutes.
  • If you accept a phone call while using the app

 

How can I reset my access if I’ve been locked out?

If you've entered your PIN incorrectly three times and blocked your access to the mobile app, you can register again using your client number, online banking password and security code from your VIP Access application. To do this, use the Forgot your PIN option on the login screen and follow the steps to register (just like you did the first time).

 

Do I still need my VIP Access Credential for online banking?

Yes. The PIN you create for the mobile app is for the mobile app only. You still need to use your VIP Access credential when logging in to BOQ Specialist's online banking site as you normally would.

 

Mobile safety tips

You can also take steps to ensure the security of your smartphone or tablet by following these simple tips:

  • Never share your app PIN with anyone
  • Don't record your app PIN in a place that is easily accessible to others (including in your contact list or address book)
  • Choose a PIN that’s difficult to guess. Avoid consecutive and repeating numbers or numbers that are associated with you, like your date of birth or well known lucky numbers.
  • Set your screen to auto-lock
  • Add a password or PIN to unlock your screen

Setting up and personalising your app

How can I change the layout of my accounts?

To change between a List view and a Grid view, choose the gear icon in the top right hand corner of the account overview screen.

 

How can I change the order of my accounts?

If you'd like to see your accounts in a certain order, you can update the list by choosing Customise from the gear icon on the account overview screen.

 

Once you see the list of accounts press and hold the grip icon on the right of each account and drag the accounts to the order you'd like to use.

 

Can I rename my accounts?

Yes. From the accounts overview screen, tap on the icon on the top right and select customise. You can now set a nickname for each account in the mobile app. Any nickname that you set in the mobile app will be displayed in the mobile app and in Online Banking but will not be reflected on your Account statements.

 

What is balance peek?

Balance peek is a function that lets you see up to three accounts per entity at a glance without logging in to the mobile app.

 

How do I turn balance peek on?

Choose the Balance peek option from the mobile app main menu and use the toggle switch to activate balance peek, then tap on the Add button and select the entities and accounts you want to view for balance peek.

 

How do I turn balance peek off?

Choose the Balance peek option from the mobile app main menu and use the toggle switch to turn off balance peek.

 

Can I add and edit accounts in balance peek?

Choose Balance peek option from the mobile app main menu and use the toggle switch to activate Balance peek. Use the on-screen prompts to add or remove entities and the accounts you'd like to see in your Balance Peek.

 

Can I change the order of balance peek accounts?

While in edit mode, press and hold the grip icon on the right of the account listing and drag your accounts to the order you'd like to see them.

 

Account details

Account overview and account details

Your account overview gives you a full view of your accounts available in online banking. This includes credit cards, deposits, overdrafts, mortgages and offset accounts. To see the transaction history for the account, tap the account on the list.
 

You can view accounts from other entities that you are a signatory to by tapping on the entity name at the top of the screen.
 

Transaction history

From the account overview screen, touch the account you'd like to view. Once you're in the transaction history screen, you can swipe the image section of your accounts to browse through each of your accounts. You can view your 20 most recent transactions, more transactions will be displayed by swiping further down the screen. You will be able to view transactions for the last 60 days.

 

Pending transactions

From the account overview screen, touch the account you'd like to view. Once you're in the account information screen, tap on Pending to view any pending transactions.


Pending transactions currently do not include Merchant transactions that have not yet settled.

 

Share account details

You can now share your account details (BSB and Account Number) via SMS, email or any other sharing medium supported by the device such as Whatsapp, Facebook etc. This option is available in the quick link menu next to each account supported by the function. 


Please note by sharing your account details to third parties you are potentially making your account more vulnerable to unauthorised transactions against your account, including EFT deposit and direct debit. Please be advised BOQ Specialist will not be liable for any unauthorised or unintended transfers including direct debit. For more information please refer to our Terms and Conditions . 

Transferring money

Transfer money

Subject to the Account you have you can perform any of the below:

  • Transfer between accounts: Use this functionality to transfer between your BOQ Specialist accounts.
  • Pay to nominated accounts: Use this functionality to pay to linked accounts.
  • Pay anyone: Use this functionality to pay to 3rd parties.
  • Direct debit nominated accounts: Use this functionality to direct debit funds into your BOQ Specialist account from your nominated/linked account. In order to link an external account for direct debit you need to complete a direct debit form and BOQ Specialist will need to validate that this account belongs to you.
  • Bill payments: Use this functionality to make bill payments.

 

How to transfer money between accounts and to nominated accounts?

Simply choose your transfer type from the main menu or tap the icon on the right  of each account on the account information screen

Once you're on the relevant transfer screen:

  • Select your accounts by swiping left and right in the account section.
  • Enter the amount, description and transfer dates to choose when your transfer will take place and hit continue.
  • Review the details of your transfer and hit continue.
  • You can change your transfer type by tapping on the payment tab at the top of the transfer screen.

 

How to make Pay anyone and Bill payments?

Simply choose your transfer type from the main menu or tap the icon on the right of each account on the account information screen.

Once you're on the relevant transfer screen:

  • Select your "from" accounts by swiping left and right in the account section.
  • Select “Please select biller” or Please select payee”
  • Either choose a new payee of biller from a list of previously established payees/billers or select the add new biller/payee at the top right of the screen.
  • Enter the required details and press continue
  • Enter the amount, description (optional) and transfer dates to choose when your transfer will take place and hit continue.
  • Review the details of your transfer and hit continue.
  • You can change your transfer type by tapping on the payment tab at the top of the transfer screen.

 

Deleting a payee/biller

On the list of payees/billers, tap on the payee/biller you wish to delete and swipe your finger right or left. Tap on the x to delete the biller/payee.

 

How to amend a payee/biller

In order to amend a payee/biller you need to delete the existing payee/biller and then setup a new payee/biller.

 

Can I add/amend or delete a nominated account?

You cannot add/amend or delete a nominated account from within the mobile app or Online Banking. In order to do this you need to either send a secure message or contact the BOQ Specialist Client Service Team on 1300 160 160.

 

Can I use the app while travelling overseas?

Yes, as long as you are connected to the internet. Mobile provider fees apply for any data used while accessing the mobile app. Using the mobile app is a great way to access your accounts anytime, anywhere.

 

Can I cancel the pending transfers?

Yes, you can now delete your pending transfers on the app. Simply find the pending transfer you want to delete under the Pending tab on the account, and swipe your finger to the left or right. Tap on the x to delete the transfer. 

 

Quick transfer menus

You can access transfers from the account overview screen or the account information screen by clicking the icon on the right of the account listing. Choosing to transfer in or out will pre-configure the account selection on the transfer screen for you so you can just select the “to” account, enter your transfer amount and description and you're done.

 

Sharing receipts

Once your transfer is done, you will have the option to share receipt via sms or email.

 

How do I add a new account/bill to my payees/billers list?

If your account is a transactional account you will be able to add payees/billers within the mobile app. Simply choose Pay anyone or Bill payments from the main menu or tap the icon on the right of each account on the account information screen.

Once you're on the relevant transfer screen:

  • Select “Please select biller” or Please select payee”
  • Tap the add new biller/payee icon at the top right of the screen.
  • Enter the required details and press continue. This will take you to the Pay anyone/Bill payment screen to complete the transfer.

 

Can I have two payees with the same name?

No. All payees, including the BSB and account number, need to be unique.

 

Can I debit a nominated bank account through the app (i.e. pull money in)?

Yes, however, your nominated account needs to be setup first. In order to setup a nominated account you will need to complete a direct debit authorisation form and send this to BOQ Specialist Client Service team. We will need to validate this account and once this is completed the nominated account will be added to your profile.

 

You can direct debit a nominated account by going to the menu and selecting direct debit nominated account or tap the icon on the right of each account on the account information screen.

 

How long does it take for direct debit funds to be available to use?

Any funds direct debited into an account will take 3 days before they become available for use.

 

Daily transfer limits

The daily transfer limits for the app default at $25,000 but can be increased by sending us a secure message through online banking. To reduce your limits simply log in to online banking, navigate to the My Profile section of the website and then click Limits.

 

Transfer processing times

For each type of transfer you create in the mobile app, you'll be shown the date the transfer will happen on the approval screen as well as the receipt.

 

Transfers in and out of your One Account and Private Access Account are processed overnight. Transfers created after 4pm Sydney time will be processed the following day. Transfers between your BOQ Specialist accounts are processed immediately.

 

Transfers for accounts requiring multiple signatories

If you are a signatory on an account that is set up as ‘more than one to sign’ i.e. there are two or more signatories on the account and the signing instruction is set as ‘two to sign’, you will not be able to transact on that account through the app. These accounts won’t appear in your account transfer list, however you will still be able to view transactions and balances as normal.

 

 

Managing term deposits

Viewing current Term Deposits

You can view all your Term Deposits with us and check balances by on the account overview screen.

 

Providing maturity instructions

Please contact us by phone or send us a secure message to provide us with maturity instructions for your Term Deposit.

 

Error messages

The BOQ Specialist mobile app will guide you through any transfer errors you might come across to let you know what you need to change for your transaction to be processed.

 

Transaction limit error

The daily transfer limits for the app default at $25,000. If you have amended your limits then the new limits will apply. If you need to raise your daily transfer limits, please send us a secure message through online banking.

 

Blocked and locked VIP access credentials

If you cannot register for the mobile app because your VIP Access credentials could not be verified, please call 1300 160 160 anytime and our client service team will be happy to assist.

 

Connection error

If you see this error it means there is a problem finding your internet connection. Check that you're connected via wifi or your mobile network and try again.

 

Maintenance mode

If you see a maintenance message, it means we're doing some work on the app.

 

Upgrade required

If you see a message letting you know that you can't use the BOQ Specialist app until you update your version, visit the iTunes App store or the Google play store to update your app version.