Frequently Asked Questions

If your card is lost or stolen, please let us know straight away. You can even block a misplaced card using the ANZ App and unblock it in seconds when it’s safely back in your possession. We can show you how.

How to report a lost or stolen card 

Please contact the chosen branch prior to making the withdrawal so that the branch can confirm when it will be available for collection.

Visit your local ANZ branch.

Direct debits are payments that you have authorised to be taken directly from your savings or transactions accounts. If you want to cancel a direct debit arrangement, call 13 13 14 or visit an ANZ branch and we’ll process your request and if needed, block any further payments.

A standing authority is when you give a merchant your debit or credit card number and authorise them to use it to transact on your ANZ account.

This is a bit different to a direct debit which is a payment you have authorised a merchant to collect from your ANZ account by giving them your BSB and account number.

We can’t stop or cancel a standing authority for you so you must ask the merchant with the authority to stop using it. This might be a merchant who you’ve authorised to debit your card on a regular basis to pay, for example: a gym membership or streaming service.

If the merchant does not agree to process your request, you can dispute a transaction in ANZ Internet Banking, or using the ANZ App on the basis that you did not authorise the payment. You’ll need to wait until the payment has been processed. You may also need to show proof that you had previously contacted the merchant to cancel the standing authority. If you’re having trouble, please contact us.

ANZ Plus is ANZ’s new digital banking service.

It comes with an ANZ Plus transaction account with a linked multi-goal ANZ Save account for your savings, a Visa debit card and the ANZ Plus app with money management features.

Find out more at www.anz.com/plus

ANZ bank accounts can be opened at ANZ Branches, in ANZ Internet Banking and in the ANZ App; these accounts can be accessed online, at ANZ Branches, over the phone, in ANZ Internet Banking and in the ANZ App.

ANZ Plus is ANZ’s new digital banking service that can be opened and accessed in the ANZ Plus app only. ANZ Plus is branchless.

Find out more at www.anz.com/plus

To sign up for ANZ Plus, first download the ANZ Plus app then follow the prompts.

ANZ Plus for iOS https://apps.apple.com/au/app/anz-plus/id1495738612

ANZ Plus for Android https://play.google.com/store/apps/details?id=com.anz.lotus

Yes. To sign up for ANZ Plus, you will need to download the ANZ Plus app then follow the prompts.

New features are released regularly. Stay up to date at www.anz.com/plus

We attempt to align features across iOS and Android, however this is not always possible and some delays on features may occur.

Yes.

There is no cost to join ANZ Plus and no monthly account fees. Some transaction fees may still apply. Learn all about our fees at www.anz.com/plus

To close your ANZ Plus and ANZ Save accounts, connect with a Coach in the in-app chat function and you will be walked through the process.

It’s a good idea to change your Internet Banking password from time-to-time for security reasons. Learn how to change it in Internet Banking or the ANZ App.

If you are an existing ANZ Internet Banking customer, SecureMail is an email service that enables you to send account information and enquiries or comments to our Internet Banking Team in a confidential manner. Your message will automatically include your ANZ Internet Banking Customer Registration Number, so that we can answer your enquiry as promptly as possible. To access SecureMail log onto ANZ Internet Banking and select the Mail icon from the header.

Yes, ANZ customers can use a PayID® to get paid^disclaimeror use it to set up a PayTo® Agreement^disclaimeron eligible accounts (PDF), instead of remembering a BSB and account number. PayID can be your phone number, email address or ABN/ACN (if eligible). It’s unique to you and your eligible bank account (PDF).

It doesn’t replace your BSB and account number – it’s like a nickname for your account.

Create a PayID  

PayTo is an easy way to authorise and manage payments from your bank account. PayTo can be used in several ways. For example, it can be used as a digital alternative to direct debit to pay bills.

You can also use it to pay directly from your bank account for online shopping, instead of using a credit or debit card.

PayTo  

Yes, you can activate ANZ personal credit, debit and access cards. We can show you how.

How to activate a card in Internet Banking  

Yes, you can. For more information about setting up your Bank Feeds, head to

www.anz.com.au/business/online-banking/bank-feeds/

To stay up to date on what’s happening in Internet banking, visit 

www.anz.com.au/ways-to-bank/internet-banking/personal/whats-new/

There could be several reasons why your transaction was declined. Here is a checklist to further explore why:

• Have you checked your available funds?
• Is your expiry date correct?
• Is the CCV (Credit Card Verification) number entered correctly?
• Has the correct card number been entered?
• Is there any damage to your card?
• Are you up to date with your payments?

If you’ve answered no to any of the above, you’ll need to make this change and process the transaction again.

If you’ve answered yes to any of the above, please call us on 13 13 14 (international +61 3 9683 9999)

Pay Anyone payment – set up by you using ANZ Internet Banking

If the payment has been set up by you using Internet Banking, it can be identified by looking for a one off or recurring debit from your account with a specific dollar value. The easiest way to locate this is through ANZ Internet Banking. To view your Pay Anyone payment from your Access or Savings account in Internet Banking you’ll need to go to ‘Payments’ from the menu and either go to:

• Future payments/transfers
• Past payments go to 'Past payments/transfers'

You can also view Pay Anyone payment details by going through your transaction history details on your online statement or paper statement.

Pay Anyone payments may take 3-5 business days to be processed.

Direct debit – set up directly with a company

If the direct debit has been set up by the merchant/company such as a health insurance provider, it can be identified by looking for a one off or recurring debit from your account with a specific dollar value.

You can view your direct debit details by going through your transaction history details on your Internet Banking transaction history, online statement or paper statement. They can usually be identified by the term ‘Payment to’ appearing within the transaction line.

Direct debits may take 3-5 business days to be processed.

No. Once the transaction is processed to your account, you cannot cancel or delete the transaction. However, you may lodge a transaction dispute^disclaimer if applicable.

ANZ Internet Banking allows you to view, search and download transactions regardless of when you actually registered. If, however, you cannot find the transactions you are looking for:

Refer to your paper statements or online statements or contact ANZ on 13 13 14 (international caller: +61 3 9683 9999) to order a copy of your statement.

For a:

• Transfer from an ANZ account to an ANZ account via ‘Transfer between my accounts’ in Internet Banking, it is generally instantaneous but can take up to 24 hrs to process
• BPAY^® transaction, it can take between 2 – 3 business days if it was done prior to 6pm (AEST).

If you made an online purchase or pressed credit at an EFTPOS terminal your transaction may be pending and can take 3 – 5 days to appear on your transaction history or statement. Alternatively your transaction may be missing because it was declined or was not processed.

If you are missing a transaction on your savings account, it could be that the transaction was made today and it may not appear on your transaction history or statement until tomorrow. Alternatively your transaction may be missing because it was declined or was not processed.

If you are a recipient of an eligible Centrelink payment or DVA payment and at the time you receive your payment, the account receiving the payment is overdrawn, special arrangements apply.

When this happens, you can get access to 90% of your eligible Centrelink or DVA payment, with the remaining 10% going towards paying the overdrawn amount. If your overdrawn amount is less than 10% of the Centrelink or DVA payment, we will only apply the portion of the payment that is needed to repay the overdrawn amount.

The 90% arrangement only applies to eligible Centrelink or DVA payments – any other deposit, e.g. salary, a cheque deposit, transfers etc. credited to your account, are not included in the 90% arrangement.

To get access to 90% of your eligible payment, you will need to visit an ANZ Branch. You can also contact us to find out more on 1800 679 715, from Monday to Friday 8am to 8pm (AEST), but you will still need to attend the branch to get access to these funds.

To see a full list of eligible payments, visit Australian Government Department of Human Services.

If you’re in financial difficulty, find out more about how we can help at ANZ Financial Hardship.

  Effective 1 February 2022, ANZ branches discontinued the acceptance of foreign cheques.

If you have an ongoing need to receive funds in foreign currency, ask family, friends or organisations to deposit the payment directly into your bank account instead of sending you a cheque. You’ll simply need to provide them with your bank account details so they can initiate an international money transfer.

It takes 3-7 business days for a cheque to clear once deposited, as long as funds are available for it to clear.

To order a bank cheque, simply:

1. Log onto ANZ Internet Banking
2. Select the account you would like to order the bank cheque for, from the home page.
3. Click the 'Purchase a bank cheque' link and follow the prompts.

Please note: A fee of $7.50 applies for personal customers. Online registration for Pay Anyone is required.^disclaimer