Mobile FAQs

  • 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 any time. The app can only be downloaded once per mobile device.

     

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

    With the latest app, you no longer require to switch entities to view accounts. Simply log in and you can view all of your linked accounts that you are a signatory or delegated to. 

     

    Where can I download the app?

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

     

    What are the minimum supported versions for iOS and Android?

    The app is compatible on devices running iOS 10 or higher and Android 4.4 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:

    • 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
    • Read and acknowledge the Terms and Conditions
    • Choose and confirm a four digit PIN to use for the app (when selecting your PIN make sure it’s not consecutive or repeating numbers)

    Please note: once registered, you’ll no longer 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 in 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 the left and tap ‘Delete’. 

     

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

    Apple devices:
    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.

    Android devices:
    To remove the app from your Android device, visit your devices settings menu and choose Apps or Application manager (this may differ depending on your device). Touch the app you'd like to uninstall and 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. If you ever have any questions or concerns, please contact our Client Service Centre on 1300 160 160.

     

    Can I log on using Touch ID/Fingerprints?

    Yes, if you have a smartphone that allows Touch ID or Fingerprints to log in. Touch ID uses the profile stored within your device. 

    Apple devices:

    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. 

    Android devices:

    To enable Fingerprints on your Android device go to Settings > Lock screen > Screen lock type > Enter your current PIN and then you will have the option to turn Fingerprints on by adding your finger print to the phone. 

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

     

    IMPORTANT: You must not turn on Touch ID/Fingerprint 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 

    If you have a smartphone 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 always 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. Simply go to More > Change PIN and follow the prompts. 

     

    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 biometric login if it is enabled 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 select the ‘Logout’ button icon on the home screen or more screen
    • You leave the app idle for 5 minutes 

     

    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 order of my accounts?

    If you'd like to see your accounts in a certain order, you can reorder the list by selecting the reorder icon on the top right of the Account overview screen. If you have more than one entity you will need to select the entity first. 

    If you have more than one entities, you will need to click on the entity first to see the gear icon.

    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. Tap on the account you want to rename, select ‘Account Details’ tab and click on the pencil icon to rename. 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 your accounts at a glance without logging in to the mobile app. By enabling balance peek you acknowledge that balances will be viewable without authentication. Only account names and balances will be shown and no sensitive details like account numbers will be displayed. 

     

    How do I turn balance peek on?

    Choose the balance peek option from the mobile app ‘More’ menu and use the toggle switch to activate balance peek. 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 ‘More’ menu and use the toggle switch to turn off balance peek.

  • Account details

    Account overview and account details

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

     

    Transaction history

    From the account overview screen, touch the account you'd like to view. Once you're in the account information screen you will immediately be provided the transaction history of the account. You can view your 30 most recent transactions, more transactions can be displayed by using the search function. To perform a transaction history search, click on the magnifying glass icon on the top right of the transaction list screen. 

     

    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 Scheduled tab 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 account information screen by clicking on the icon next to the account number. 

     

    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. 

  • 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 and your linked designated accounts. This includes pay to and direct debit from your nominated accounts. 
    • Pay anyone
      Use this functionality to pay to 3rd parties.
    • BPAY bill payments
      Use this functionality to make bill payments.

     

    How to transfer money between accounts and make transfers to external parties

    1. Select ‘Payments’ on the bottom navigation bar
    2. Choose ‘Transfer between Accounts’ or ‘Pay Anyone’ as the transfer type
    3. On the ‘From Account’ screen, tap on the account you wish the funds to be debited from
    4. On the ‘To Account’ screen, tap on the account you wish the funds to be credited to. If you wish to add a new payee, click on the ‘Add’ icon on the top right of the screen
    5. Enter the amount and click ‘Next’
    6. Enter transfer description. You can toggle the switch if you wish to have a different description for your own statement
    7. Select a payment option on the pop up
    8. Review the details of your transfer on the confirmation screen and hit ‘Pay’ to submit
    9. You can change any of the transfer details by tapping on the pencil icon on the confirmation screen before submitting the transfer
    10. Receipt screen will be displayed next, to confirm payment has been successfully processed. You can share the receipt by tapping on the ‘Share’ icon

     

    How to make Bill payments

    1. Select ‘Payments’ on the bottom navigation bar
    2. Choose ‘BPAY Bill Payments’ as the transfer type
    3. On the ‘From Account’ screen, tap on the account you wish the funds to be debited from
    4. On the ‘Bill payments’ screen, either choose an existing Biller from the list or click on the ‘Add’ icon to add a new Biller  
    5. Enter the amount and click ‘Next’
    6. Select a payment option on the pop up
    7. Review the details of your transfer on the confirmation screen and hit ‘Pay’ to submit
    8. You can change any of the transfer details by tapping on the pencil icon on the confirmation screen before submitting the transfer
    9. Receipt screen will be displayed next, to confirm payment has been successfully processed. You can share the receipt by tapping on the ‘Share’ icon

     

    Deleting a payee/biller

    On the list of payees/billers, swipe your finger to the left on the payee/biller you wish to delete. Tap on the bin icon to delete the biller/payee. 

    Please note this operation cannot be reversed. 

     

    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 BOQ Specialist Client Service 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. Please note any transfers will be processed in Sydney time zone. 

     

    Can I cancel scheduled payments?

    Yes, you can delete your pending transfers on the app. Simply find the pending transfer you want to delete under the ‘Scheduled’ tab and swipe your finger to the left. Tap on the bin icon to delete the transfer. 

  • Sharing receipts

    Can I have 2 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.

     

    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 Confirmation screen as well as the receipt.

    Transfers created after 4pm Sydney time will be processed the following business 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 cards

    Viewing and Managing your BOQ Specialist Credit and Debit Cards

    You can now view and manage your BOQ Specialist Cards within the app. To access this function, go to the ‘More’ menu on the bottom of the navigation bar and select ‘Manage Cards’. 

    • Similar to Online Banking, you can activate your Cards, reset PIN, place and/or remove temporary blocks and cancel your Card if it is lost or stolen. 
    • To access these functions, simply follow the prompts on each screens for the selected card.

    Please note some functions may not apply for Credit Cards.

     

    Can I link my BOQ Specialist Cards to mobile wallet? 

    Yes, you can now link your Card to your mobile wallet. If the Card is eligible, you will see an icon link on the screen. Simply click on the icon and it will take you to the mobile wallet. Please note you will need to set up the card in the wallet app by completing all verification steps in order to start using the Card.

    You will need to have a wallet app installed on your device. If the app is not installed, the icon link will take you to the relevant Apple App Store or Google Play Store. 

  • View eStatements

    How to view or download eStatements from the app? 

    You can now access your last 3 months’ eStatements from the app. To view eStatements, choose the account and select ‘eStatements’ tab.

    The PDF eStatements are listed in chronological order. Simply select an eStatement to open and view.

    You can also download or share the eStatement by clicking the ‘Share’ button. 

  • 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 Centre 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 Apple App store or the Google Play store to update your app version.