Fraud protection.
Now it's personal.
ANZ Falcon® technology monitors millions of transactions every day to help keep you safe from fraud.
Falcon® is a registered trademark of Fair Issac Corporation.
Fraud protection.
Now it’s personal.
ANZ Falcon® technology monitors millions of transactions every day to help keep you safe from fraud.
Falcon® is a registered trademark of Fair Isaac Corporation.
Our fraud detection system ANZ Falcon® works around the clock to help keep your accounts safe. We may lock account access or block your card if we notice unusual activity on your ANZ cards, banking apps or Internet Banking. If this happens, you should receive an SMS and/or email with clear instructions. Following the instructions in the SMS is the fastest way to resolve most issues. You can also find helpful steps on this page.
If you did not receive an SMS or are unsure why your card or account has been blocked, please contact us.
Other types of blocks
In addition to ANZ Falcon® technology flagging security concerns, there are a few common reasons you could be experiencing trouble using your card or accessing your account. Things like card damage, missing identification requirements or overdrawn accounts can impact your banking. If you’re unsure why your card isn’t working or your account access is locked, contact us for more help.
If you can’t log in to your ANZ App or Internet Banking, your digital access may be locked for security reasons. Here’s what to do:
If you received an SMS or email from ANZ, follow the instructions and call the number provided. You will be asked to call either Digital Fraud Detection on 03 8654 9888 or First Responders on 1800 960 086.
If you confirm the payment was made by you, your login access should be reinstated shortly after, and any pending payments may be released.
If you confirm the activity wasn’t authorised by you, or you were coached to make it, our team can assist you to try and recover the funds.
If your card isn’t working in store or online, we may have restricted it due to unusual activity. Here’s what to do:
If you received an SMS from ANZ, confirm whether you made the transaction by responding to the SMS. In some cases, you’ll be asked to call either Card Fraud Detection on 03 8654 9991 or First Responders on 1800 960 086.
If you confirm you made the transaction, your card should be unblocked within 15 minutes. To avoid further issues, please don’t use your card until the block has been lifted.
If your SMS states that your transaction was also blocked, you will need to reattempt it once the card block has been lifted.
If you confirm that you did not make the transaction, we will contact you. We can also help you dispute any fraudulent transactions.
Tip: Ensure your registered phone number and email address are up to date so we can reach you. In the ANZ App tap Profile then your name, then tap on Phone or Email to edit.
Occasionally, we’ll delay the processing of a suspicious payment to give you time to catch anything unusual. Here’s how it works:
If you received an SMS from ANZ, confirm whether you made the transaction by responding to the SMS. In some cases, you’ll be asked to call either Digital Fraud Detection team on 03 8654 9888 or First Responders on 1800 960 086.
If you confirm that you made the transaction, your payment should be processed within 72 hours.
If you confirm that you did not make the transaction, we will contact you for more details. If you need help immediately, or can’t respond to our call, you can call our Digital Fraud Detection line for help on 03 8654 9888.
If you’ve received an SMS from ANZ about an account or card block, but you aren’t sure if it’s genuine, please verify that the message directs you to call one of the numbers listed below. ANZ card and account blocks can also happen for other reasons, so if you’re unsure, call our main call centre line for assistance.
If your ANZ account is locked and you’re unable to log in to the ANZ App or Internet Banking, call the number listed in the SMS or email we sent you. These are also set out below:
Digital Fraud Detection Team:
03 8654 9888 or +61 3 8654 9888 from overseas
First Responders Team:
1800 960 086 or +61 3 8654 6545 from overseas
If your ANZ card is blocked, call the number in the SMS or email we sent you. These are also set out below:
Card Fraud Detection Team:
03 8654 9991 or +61 3 8654 9991 from overseas
First Responders Team:
1800 960 086 or +61 3 8654 6545 from overseas
Account locks and card blocks can happen for a variety of reasons. If you’re not sure why this has occurred, please call our call centre for help:
13 13 14 or +61 3 9683 9999 from overseas
Tip: Heading overseas soon? By sharing your travel plans with us, ANZ Falcon® technology can anticipate an increase in overseas purchases and better protect your money. Let us know your travel plans.
Forgotten your ANZ login details or want to change them? No worries. We'll help you reset or update your ANZ App PIN or Internet Banking password quickly.
It's easy to report and replace your lost or stolen card using the ANZ App. You can also temporarily block your card to keep your money secure.
Sometimes, you may not immediately recognise a transaction on your account or card. Check your transaction and if you think it's unauthorised, you can dispute it. We're here to help.
Falcon® is a registered trademark of Fair Isaac Corporation.
The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. 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 (PDF) and here for Android (PDF) and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.
ANZ App for Android is only available on Google Play™. ANZ App for iPhone is only available from the App Store.
