skip to log on skip to main content
VoiceOver users please use the tab key when navigating expanded menus
test2

Your online banking security

We've created some easy-to-follow steps to help keep your money secure when you're banking online. It's good to get comfortable using your security options, so that they become second-nature, like locking your door or putting on a seatbelt. You might find them easier than you think.

 

Need info on the ANZ App PIN or Internet Banking password?

Your security options

Voice ID

For the ANZ App

Use your voice as an extra layer of security to make payments (BSB and account number or PayID) over $1,000 and BPAY® payments over $10,000. No more extra passwords or PINs.

How to set up Voice ID

ANZ Shield

For Internet Banking

ANZ Shield is an app for ANZ Internet Banking that generates a single-use code, known as a Shield Code. It helps us confirm that the requests being made for your accounts are genuine.

How to set up ANZ Shield

One-time passcodes

ANZ App and Internet Banking

Use a one-time passcode (OTP), sent via SMS to your registered mobile,  to confirm an online banking task like making a payment or creating a PayID. 

More about OTP

Challenge questions

For Internet Banking

Challenge questions help confirm your identity when you use ANZ Internet Banking. You may be asked to answer your challenge questions at various points whilst using Internet Banking.

Set up challenge questions

Voice ID

We all have unique voices with distinctive tones and speech patterns. Voice ID takes advantage of this as a safe and easy method of verifying your identity when using the ANZ App. 

How to set up Voice ID in the ANZ App

To set up Voice ID:

  1. Log in to the ANZ App
  2. Go to Profile
  3. Tap on your name
  4. Choose Voice ID and follow the prompts.

You're all done! Now, when you need to make a high value payment, you'll be prompted to say your Voice ID phrase to verify it's you making the payment. 

Tips for a good quality Voice ID

  • Find a quiet place with minimal background noise
  • Speak clearly and at a normal speed (ie. not too fast)
  • You'll be asked to say the phrase "My voice confirms my identity" a few times so we have a good Voice ID recorded for you.

ANZ Shield

ANZ Shield is available for use with ANZ Internet Banking and ANZ Internet Banking for Business.

What you'll need before you start

To register for ANZ Shield you'll need:

  • a compatible mobile device - iPhone or iPad running iOS 8.0 or above or, Android phone or tablet running Android 4.0 (Ice Cream Sandwich) or above
  • connection to a mobile data network or wi-fi
  • the ANZ Shield app downloaded from the App Store (Apple) or Google Play (Android) to your mobile device.

Once you've started your ANZ Shield registration, it's important that you stay logged in to ANZ Internet Banking.  If your Internet Banking session times out due to inactivity,  you'll need to start your ANZ Shield registration again.

What happens when you deregister from ANZ Shield?

If you deregister from ANZ Shield, you will still be protected by Challenge Questions. Your daily payment limit will be reduced to the lowest limit that applies to you – refer to payment limits for more information. If you have any future or recurring payments scheduled that rely on your higher daily limit, these must be maintained (reduced) or cancelled before you can deregister from ANZ Shield.

How to register for ANZ Shield for Internet Banking

To register for ANZ Shield;

  1. Log in to Internet Banking 
  2. Select Profile from the top menu
  3. Choose ANZ Shield
  4. Follow the prompts.

Now that you're registered for ANZ Shield, you may be asked to generate a Shield Code for certain ANZ Internet Banking payments and activities.

To generate a Shield Code:

  1. Open the ANZ Shield app from your registered mobile device
  2. Enter your four-digit ANZ Shield PIN
  3. That's it - your code will be displayed on screen.

To change your settings for ANZ Shield;

  1. Log in to Internet Banking 
  2. Select Profile and ANZ Shield
  3. Choose an action - Deregister, Change PIN, Forgotten PIN, Change device
  4. Follow the prompts.

One-time passcodes

A one-time passcode (OTP) is a code (usually a number) sent via SMS to your registered mobile at different stages when you're banking online. It's used to confirm an online banking task like making a payment or creating a PayID. Your code can only be used once and shouldn't be disclosed to anyone, even to ANZ. 

You don’t need to register to get one-time passcodes. You'll automatically receive a SMS when needed, as long as we have your correct mobile number on record. 

Update your mobile number

Challenge questions

Challenge questions are a security feature that adds an extra level of protection for your online banking tasks. These are three questions that you set up with your own personal answers which help us verify your identity. 

Tips when setting challenge questions

Choose questions that are personal to you, ones that only you know the answers to and that aren’t easily guessed.

  1. Your answer should be one you will easily remember in the future
  2. You cannot use the same answer for all three questions
  3. Answers are case sensitive

Be aware of spelling when typing answers - if there is a mistake it might contradict the answer you provide when the question is presented in the future.

Your challenge questions and answers are like a PIN or password. You should keep these secret and not disclose them to anyone. Don’t write them down or record them anywhere. If you don’t follow these instructions, you may be liable for any loss arising from an unauthorised transaction.

 

How to set up challenge questions in Internet Banking

If you skipped this step when you first registered for Internet Banking, it’s not too late. You can’t postpone indefinitely – you can skip setup the number of times indicated. After this, you’ll have to set up your challenge questions to access ANZ Internet Banking. The setup process only takes a few minutes.

To set up challenge questions for the first time;

  1. Log in to Internet Banking
  2. When prompted to set up your challenge questions, start by selecting Continue
  3. Choose your first challenge question
  4. Type your personal answer in the answer field
  5. Repeat these steps for questions two and three
  6. Check the questions and their answers and that you’ve used the correct spelling
  7. Select Submit.

To change your challenge questions;

  1. Log in to Internet Banking
  2. Select Profile and Challenge Questions
  3. Follow the prompts.

If you have forgotten the answers to your challenge questions, or do not currently have access to your ANZ Shield device, please contact us anytime, 24 hours a day, 7 days a week.

Four steps to protect your virtual valuables

Pause before sharing your personal information

Ask yourself, do I really need to give my information to this site or this person?

Activate two layers of security

Use two-factor authentication for an extra layer of security to keep your personal information safe.

Call out suspicious messages

Be aware of current scams. If an email, call or SMS seems unusual, check it through official contact points or report it.

Turn on automatic software updates

Set your software, operating system and apps to auto update to make sure you get the latest security features.

Need more help?

ANZ Support Centre

Support information for online banking as well as products and services.

Support centre

   

Give us a call

Want to speak to a human? Here you'll find the right number for your enquiry.

Contact us

   

Book a branch appointment

Book an appointment online to speak to someone at your preferred branch.

Book now

   

Your questions answered

Voice ID is a secure authentication method that uses advanced biometric security to verify your voice based on hundreds of unique characteristics. This makes it difficult for someone else to imitate you or even use pre-recorded audio of your voice.

A little background noise is fine. But if you’re in a loud environment (such as a crowded café or sporting event), it might be harder to use Voice ID effectively.

No. Voice ID uses unique characteristics of your voice to securely verify your identity. Speech recognition identifies words and phrases, no matter who they’re spoken by.

If you can’t use Voice ID, for example if you’ve lost your voice, you can still use ANZ Internet Banking to make a payment over $1,000 or a BPAY® transaction over $10,000. 

You cannot complete this action at this time. This is because you have answered one or more of your challenge questions incorrectly.

If you think you have made an error in answering then select "Try again" to attempt to answer the questions again.

If you have forgotten the answers to your challenge questions please contact us to verify your identity, 24 hours a day, seven days a week.

You may be prompted to answer your challenge questions from time to time when we need to verify your identity in Internet Banking. This may be when you are completing certain transactions or logging into ANZ Internet Banking.

If you forget the answers to your challenge questions, we can reset them for you. Please contact us to verify your identity,  24 hours a day, 7 days a week.

If you've forgotten your ANZ Shield PIN, you can use the Forgot PIN feature in ANZ Internet Banking or ANZ Internet Banking for Business.

We can show you how

If you need to make a payment in ANZ Internet Banking, you can install and register for ANZ Shield.  Once you've downloaded the App and registered for ANZ Shield, it can then be used as an offline authentication tool – so even in areas without reception this will work. 

For ANZ App users without mobile connectivity, you can use the ANZ App along with Voice ID for high value payments on a compatible wi-fi network. 

For other online banking activities, you can contact us anytime, 24 hours a day, 7 days a week.

Please contact us, as soon as possible, so we can look into this for you. 

This is an example of two-factor authentication which can provide an additional layer of security when using ANZ digital services.

1st factor - Something you know

Your customer registration number (CRN) and passcode are the first-factor or first layer of authentication used to confirm your identity.

2nd factor – Something you have

The second-factor is an additional authentication layer. A one-time password sent to your mobile phone provides this additional layer and may be requested to verify a range of online banking activities.

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.

Top