Your questions answered

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.

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.

To help you avoid overdrawn and dishonour fees, you can apply for an optional ANZ Assured overdraft facility with a limit of $500 or $1,000 that can be linked to eligible everyday accounts^disclaimer. You’ll still need to pay interest on the amount of the limit you use, but the ANZ Assured overdraft facility can help you avoid overdrawn or dishonour fees.

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.

If you have a foreign cheque in United States Dollars (USD), Great British Pounds (GBP), Canadian Dollars (CAD), Singapore Dollars (SGD), Hong Kong Dollars (HKD), Indian Rupee (INR) or Philippine Peso (PHP) bring it to your local branch and you can have it converted into Australian Dollars (or any other applicable currency if credited to a foreign currency account) and deposited into your ANZ bank account. 

We can send the cheque to the bank that issued it and collect the amount on your behalf. We’ll pay the funds, less any applicable fees (PFD 142kB), into your account once the cheque clears. It usually takes between 4-9 weeks for the cheque to clear, depending on the country it was issued from.

Alternatively, the easiest and most convenient way of making or receiving a payment is electronically. 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.

Important information

Please refer to ANZ Personal Banking General Fees and Charges (PDF 142kB) for more information on fees and charges.

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.