When banking with the Bank of Melbourne, you have two distinct sets of numbers you must keep track of: your everyday account number and your Customer Access Number (CAN). Your standard account number (typically up to 9 digits and paired with a BSB) is used to receive transfers or set up direct debits. Conversely, your Customer Access Number is a highly secure, private identifier used exclusively to log into your Internet Banking and mobile app profiles.
If you have forgotten your CAN and are locked out of your digital banking, or if you simply need to locate your transaction account details for an incoming payment, the bank provides swift self-service recovery tools. By using your debit or credit card, date of birth, and registered mobile phone, you can retrieve your access credentials through the secure recovery process.
Access Number vs Account Number Details
| Category | Details |
|---|---|
| Customer Access Number (CAN) | Used strictly for logging into digital banking platforms (up to 8 digits). |
| Standard Account Number | Used with a BSB to receive money or set up salary deposits (usually 9 digits). |
| Recovery Requirements | Requires your physical bank card, date of birth, and an active mobile connection. |
| Document Location | Your CAN and Account Number are also printed on your physical bank statements. |
Step-by-Step Algorithm: Retrieving Your Access Number
Follow this exact sequence to securely recover a forgotten Customer Access Number using the digital logon portal:
- Step 1: Navigate to Logon – Open the Bank of Melbourne App or go to the desktop Internet Banking portal.
- Step 2: Initiate Recovery – On the login screen, tap or click the Forgotten link next to the Card/Access Number entry field.
- Step 3: Enter Identity Details – Select Forgot Customer Access Number. Input your Customer ID or digit debit or credit card number and your exact Date of Birth. Tap Continue.
- Step 4: Request Secure Code – Tap Send to receive a Secure Code via SMS.
- Step 5: Authenticate – Enter the verification code sent to your phone and tap the Authenticate button.
- Step 6: Receive Your CAN – Once verified, your Customer Access Number will be displayed on screen or sent to your registered contact details.
Pro-Tip: If you only need to find your standard everyday account number to receive a payment, simply log into the app, select your specific transaction account, and tap the Details tab. Your BSB and Account Number will be clearly displayed.
Troubleshooting Common Recovery Pain Points
- MFA Delays on Recovery: The recovery process requires receiving an SMS Secure Code to verify your identity. If this text is delayed, ensure your device has a strong cellular signal and is not blocking automated shortcodes. If your phone number has recently changed and is no longer up to date in the bank's system, you cannot complete online recovery and must call 13 22 66.
- Browser Errors on Desktop: If the "Forgotten Details" page hangs or loops back to the login screen without sending your CAN, you may be experiencing a cookie conflict. Clear your browser cache or switch from your desktop browser to the Bank of Melbourne App, which relies on a more stable native secure session.
- Locked ID During Reset: If you incorrectly enter your 16-digit card number or date of birth too many times while attempting to recover your CAN, the system will temporarily lock your profile to prevent fraud. You must wait 15 minutes for the security block to expire before attempting the process again.
Our Top Efficiency Hack
If you cannot remember your Customer Access Number and do not have the time to go through the SMS recovery process, you can bypass the CAN entirely. The Bank of Melbourne allows you to use your physical 16-digit debit or credit card number in place of your CAN on the main login screen. Simply type your card number into the Card/Access Number field, enter your standard password, and you will be logged directly into your dashboard.
Frequently Asked Questions
Can I change my Customer Access Number?
No. Your Customer Access Number is systematically generated by the Bank of Melbourne when your digital profile is first created. It acts as your permanent digital identifier and cannot be customized or altered to a personalized number.
Where is my CAN printed?
If you have paper records, you can quickly find your Customer Access Number printed on the top right-hand corner of your official Bank of Melbourne physical or PDF eStatements, as well as on the original welcome letter you received when opening the account.
