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Popular 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

The easiest way to update your details such as your address, phone number or email address is by using ANZ Internet Banking or the ANZ App. We’ll show you how>

If you don’t have ANZ Internet Banking or the ANZ App, please contact us to update your details. You can also visit your local ANZ branch.

We have several ways to ensure you can access your transaction and account balance information when it suits you, which include Internet Banking, mobile banking and phone banking. For more information on:

Viewing balances in Internet Banking

Using phone banking to check transactions or balances

Using mobile banking to check transactions or balances

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

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.

Payments taken directly from your credit or debit card on a periodic basis are called recurring payments. Unlike direct debits, we’re unable to cancel a recurring payment on your behalf. For recurring payments you must contact the merchant (for example: gym, health insurance provider etc.), to arrange another payment option or to cancel the recurring payment all together.

If the merchant does not agree to process your request, you can dispute a transactiondisclaimer in ANZ Internet Banking or by 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 recurring payment. If you’re having trouble, please contact us.

If you would like to close or change the type of account you currently have, you can either: 

  • Call 13 13 14 (within Australia) or +61 3 9683 9999 (if calling from overseas) between 8.00AM and 8.00PM
  • Visit your nearest local ANZ Branch

When you close your nominated account you must return any unused passbooks, cheque books or electronic cards which operate the account. Periodical fees may apply of the account has been open for only part of a period.

Refer to the Term Deposit FAQs for more information about the early withdrawal of funds from a term deposit.

For more information about your account, please refer to the ANZ Saving & Transaction Products Terms & Conditions booklet (PDF 427kB).

Internet banking

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:


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 disputedisclaimer 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 accountsdisclaimer. 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 requireddisclaimer.

Managing your business banking

If you would like to close the account you currently have, please visit the Branch where your account is held.

When you close your account, you must return any unused passbooks, cheque books or electronic cards which operate the account. Periodical fees may apply even if the account has been open for only part of a period.

If you want to close your account by making an early withdrawal from your Business Advance Notice Term Deposit, you'll have to give ANZ 31 days' notice otherwise early withdrawal fees will apply.

For more information about your account, please visit our Business fees, taxes and terms page.

Manage your account now with Internet Banking   Log on

Any advice does not take into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. ANZ recommends you read the ANZ Saving & Transaction Products Terms and Conditions (PDF 427kB) and the Financial Services Guide (PDF 112kB) which are available at or by calling 13 13 14 before deciding whether to acquire, or continue to hold, the product. Fees, charges and eligibility criteria apply.

The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Super, Shares and Insurance (if available) are not provided by ANZ but entities which are not banks. ANZ does not guarantee them. This information is general in nature only and does not take into account your personal objectives, financial situation or needs. ANZ recommends that you read the ANZ App Terms and Conditions available here for iOS and here for Android and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.

Time limits apply, so it’s important you contact us as soon as you can.


All applications for credit are subject to ANZ’s credit assessment criteria. Terms and conditions are available on application. Fees and charges apply. Australian credit licence number 234527.


Terms and Conditions for the ANZ Internet Banking service are now incorporated within the Electronic Banking Conditions of Use (EBCU) which is contained in the Product Disclosure Statement for your product. However, you should also read all the Internet Banking pages on the ANZ website as these contain important information about ANZ Internet Banking.