Saver FAQs

Does BOQ support digital wallets?

Yes, you can add your debit card to Apply Pay, Samsung Pay, Google Pay. We'll help you set it up when you open your account.

• Click here for a list of compatible Apple Pay devices.
• Samsung Pay is only compatible with selected Samsung devices. For full list of compatible devices, click here.

Does BOQ support biometrics (Touch ID or Face ID)?

Yes. We support both Touch ID and Face ID. You'll be prompted to enable Touch ID or Face ID when you set up your account and you can still use a passcode if you prefer.

What features are available through the app?

Depending on the type of account you have, you can log in to the app using your access code or biometrics, once your logged in you can check your balance, transfer money within Australia, pay bills via BPAY, update your personal details, increase your daily limits, access statements, open and close accounts plus you can securely chat to us if you need assistance or have a general question.

How do I open an account?

Simply download the myBOQ app from the App Store or Google Play and follow the instructions. This should take no longer than 5 minutes to set up, provided that you have all the required information available. If you're opening a joint account, we'll send a message to the other party and the account will be opened once they have provided their details. Important to know that all applicants must complete formal identification before the account can be opened.

How old do I need to be to open an account?

You need to be at least 14 years of age to open an account.

The app won't accept my Identification?

If we can't identify you electronically through the app you will need to give us a call on 1300 737 766 to complete your registration. As part of this process we will need to email you a form so that you can complete your ID at your nearest BOQ branch.

I don't have a suitable Identification?

Unfortunately we're unable to open accounts for anyone who is unable to provide us with valid Australian identification documents.

I'm not an Australian resident?

You can still open an account but we will need to verify your identity using additional documents. Give us a call on 1300 737 766 and we will be happy to help you open your account.

How do I make a deposit?

You can transfer money into your account from any Australian banking account, you just need to use your BSB and account number, you can also provide these details to your employer and have your salary paid directly to the account. If you've set up PayID you can transfer money into your account and access it straight away (if you're other banking account offers this service).

Is there a limit to how much I can pay someone?

For outgoing payment you have up to $5,000 daily limit and you can increase this amount to $20,000. For amounts above $20,000 you can arrange for a limit increase that will apply until midnight the day of the change, this can be done within the mobile app.

For OSKO payments there is a daily limit of $1,000 and this cannot be increased.

Is there a limit to how much I can withdraw from an ATM?

The current pre-set limit has a combined $1,000 daily limit for ATM withdrawals, you can increase this limit to $2,000 in the app.

Can I increase my transaction limits?

Yes! To increase your daily Pay Someone or BPAY transaction limits, simply login into your myBOQ app. Tap the Profile icon and select Manage payment limits. From there, you can customise your transaction limits as needed. Just so you know – the standard PayID daily limit is fixed at a maximum of $1,000.

You can also change your daily ATM withdrawal and Card payments limits for any Visa Debit cards linked to any of your myBOQ Everyday Accounts. Simple tap the Profile icon and select Manage cards, select which card you want to customise, then select Manage card limits.

What type of card will come with my myBOQ account?

If your phone supports Apple Pay, Samsung Pay or Google Pay there's no need to wait for your physical card to arrive, we'll guide you on how to set up and activate your PAYs when you open your account.

Your physical Visa debit card will arrive within 7-10 business days of your account opening.

How do I activate my card?

When you have your card in your hands, you can activate your debit card in the mobile app. When using your card to purchase, you can select debit or credit on the merchant terminal to access your funds.

What is Verified by Visa?

Verified by Visa is a safer way to make online purchases with your BOQ Visa Debit Card. It provides you with an SMS Code to enter at checkout to authenticate the purchase and to ensure that only you may complete the transaction.

How does Verified by Visa work?

When you're shopping online at participating retailers (merchants that have signed up to Verified by Visa) we may request you to enter an SMS Code before finalising your purchase. This SMS Code will be sent to your mobile phone and will provide us with confirmation that you are the person making the purchase on your card.

To continue shopping securely and without any inconvenience, make sure that we have your up-to-date contact details. We need your correct mobile number so that you can receive your SMS Code when making an online purchase.

How long do transfers/payments take?

Pay Anyone and BPAY transfers can take 1-2 business days, PayID and OSKO payments should be processed almost instantly, however these processing times can vary depending on payment rules and processing times of the other financial institution.

If you hold a BOQ Bank Account not visible on the myBOQ app and wish to move money to it from an account on your myBOQ app you will need to complete a Pay Anyone transfer, the funds can take 1-2 business days.

Can I set up scheduled Payments and Transfers?

Yes, a few things to know - Scheduled transfers and savings plan transfers can only be made when there are sufficient cleared funds in your account by midnight the day prior. If there are not enough cleared funds then that scheduled payment will not occur and will need to be submitted again, however future scheduled payments will continue to take place. Scheduled payments that fall on a non-Business Day will usually happen the next Business day. If you would like to cancel a scheduled transfer or savings plan then you must cancel the day prior to the scheduled transfer taking place.

Does BOQ have a SWIFT code?

myBOQ accounts don't currently support in-bound or out-bound payments using the SWIFT network or other inter-bank international payment networks. This includes the Everyday Account, Future or Smart Saver or Simple Saver accounts.

Can I deposit cash or cheque into my account?

Cash and cheque deposits can be made at a Bank of Queensland branch. You will need to complete a deposit form and take it with you when you make your deposit.

Important to know, we can only accept cheques made out to the name of the BOQ account holder.

Can I use my debit card overseas?

Yes! The card is accepted at more than 44 Million locations worldwide, where ever Visa is accepted. Using your card at overseas ATMs will incur a fee. You can check out our fees here.

Why is my transaction Pending?

Transactions remain as Pending until they have been processed by the merchant. The amount of the pending transaction is placed on hold and deducted from your available balance during this time. Important to know that it can take up to 10 business days for a merchant to process a transaction and is not in BOQ's control.

What are 'Pre-Authorisations'?

Pre-Authorisations are similar to pending transactions. They are usually placed on your account by hotels, rental car agencies and other business that require an amount as security when you book through them. Pre-Authorisations will appear on your account as a pending transaction, they will remain there until the merchant releases the funds, the transaction will then disappear from your transaction list.

I suspect fraudulent activity on my account?

Call us immediately on 1300 737 766, you should also put a hold on your card in the app, head to the card management screens.

I don't recognise a debit card transaction?

Let us know straight away, and we'll do our best to investigate the charge and resolve the issue as quickly as possible. Visa has set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

It's important to know that you will need to contact the merchant to resolve issues relating to refunds or exchanges if you change your mind, Monthly subscriptions or memberships if you wish to cancel.

If the transaction you dispute is pending, the transaction will need to be processed by the merchant fully before we can raise a dispute on your behalf, this can take up to 10 days.

When do I get my statements?

Statements are issued every 3 months for Transaction accounts and 6 months for Savings accounts. We'll let you know when they are available for viewing / downloading from the mobile app.

How do I download and view statements?

Head to the statements screens in the app and you can download any statement that is available. If you need an up to date statement – out of cycle – you can order one from the app, no need to call.

Can I get statements mailed to me?

Your statements are easily accessible within the app and you can download whenever you need them.

You can request a mailed statement by calling us, you may incur a fee for this.

Can I get statements on demand?

Yes, you can request these in the app, where you can also access your regular statements.

I need an interest summary for my tax return?

Interest summary statements showing all interest earned for the previous financial year will be available from the 15th July and available from the Statement and Documents screen in the app.

I forgot my access code?

If you enter an incorrect access code 3 times your access will be blocked and you'll need to speak with our team to have the block removed, call us on 1300 737 766.

I can't remember the answers to my secret questions?

Careful, 3 incorrect responses to your secret questions and your access will be blocked. You'll need to speak with our team to have the block removed and your questions reset.

I lost my card?

You can report your card lost / stolen in the myBOQ app, head to the card management screens and you'll be walked through the process, you can check recent transaction for fraud and order your new card.  If you've also lost your phone, call us on 1300 737 766 (from another phone obviously).

Why is my Interest earned amount in the app different to what I have been paid?

Please note that the ‘Interest earned financial year to date’ and ‘Interest earned previous financial year’ is based on total interest accrued (noting that part of this accrual may yet to be paid to your account). It also excludes any manual interest adjustments on your account (including, but not limited to Bonus Interest corrections and Withholding Tax refunds). To calculate total interest paid (for tax purposes) please refer to the individual transactions listed within your statements. If you need to calculate how much interest you’ve earned this financial year, you should do so manually. Please note that the information BOQ remits to the Australian Taxation Office at the end of each financial year accurately reflects all interest payments made to you.

I need to update my personal information?

No problem, it's super easy to update your details in the app, if you're changing your mobile number you'll need to have access to your current and new mobile number as we'll send an OTP to both numbers, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

If you're changing your mobile number to or from an international number you'll need to talk to our team.

Important to know, these updates only apply to the BOQ products you can manage in the myBOQ app. If you need to update your details for other BOQ products, call us on 1300 737 766.

How do I notify you about my overseas travel plans?

Log into the app and send us a secure chat message, you'll need to let us know the following information

• How long you'll be away
• Where you're travelling to
• Your departure & return dates
• And most importantly, the best way to contact you while away

It's important to know that by letting us know your travel details, this doesn't mean that we won't need to block your card if we see suspicious transactions, it greatly reduces the chance of it occurring.

I’m overseas and can’t receive a one-time password for myBOQ. How can I verify my transaction/request?

As an alternative, most functions in the myBOQ app that require one-time password to complete can also be done via security questions to authenticate a change or update.

This means if you have disabled international roaming with your mobile service provider and can’t receive SMS text messages, you can still complete most functions that require authentication in the myBOQ app. These functions include paying a new payee, changing a limit and changing personal details on your profile.

Please note, when setting up your account for the first time, you cannot use security questions and must enter your one-time password.

I've got a new phone?

Download the myBOQ app, and follow the existing customer prompts to set up your new device. You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you've reached the maximum allowed.

I changed my mobile number?

You can update your local mobile number in the app. You'll need to have access to your current and new mobile number as we'll send an OTP to both numbers, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

If you need to update an International number (that's to or from and international number), you'll need to call our Customer Care Team on 1300 737 766 or +61  7 3707 4641 if you're already overseas.

I lost my phone?

If anyone knows how to access your phone, call us. If not, when you have a new phone, download our app and follow the existing customer option to get back up and running.

How do I close my account?

You can close your account in the app and you'll be walked through the process including transferring any funds available to another account.

Important to remember to download all your statements before you close your account, if you need copies after you've closed the account and you have deleted the app, there will be a fee charged to have them posted to you.

I've still got a question (or two)?

The easiest way to contact our team is to send them a secure Live Chat message in the app, head to the help and support screens, then select ask us anything. If they're unavailable, you can still send them a message and they'll reply as soon as possible. If you really do need to talk, give them a call on 1300 737 766.