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Service Requests FAQs

Access, Users & Devices FAQs
What does each Service Request role allow a User to do?

Please refer to User Permissions to understand:

  • What each Service Request role allows a User to do 
  • Which menus each Service Request role can access
  • Relevant attributes for each Service Request role and how to assign these
Which Service Request roles can be managed by an Administrator?

The following Service Request roles can be managed by a Customer Administrator.

  • Service Request - View and Service Request - Create are company managed roles and can be managed within the Administration menu.
  • Service Request - Transact and Service - Request Authorised Person roles are ANZ managed roles and can be managed via the <Add User> or <Amend User> service requests in the Service Request menu. These service requests require to be approved by 2 users with the Service Request - Authorised Person role before the request can be sent to ANZ for processing.

The Service Request - Appoint role requires paperwork to be completed. Please contact your ANZ representative for more information.

Can a user have more than one Service Request role?
Yes, a user can be assigned more than one service request role.
What actions require to be performed with a security device?
A security device, along with the appropriate Service Request role, is required to approve a Service Request. Where a request requires 2 approvers, both approvers require a security device.
How can I add, manage or remove a security device for an existing user?
You can manage security devices for existing users via the Digital Channels > Amend User Service Request.
Manage Service Requests FAQs
Why can't I approve a Service Request?

You will not be able to approve, or reject, a Service Request, if: 

  • You do not have the correct role - please refer to User Permissions to understand which role(s) can approve requests. 
  • You have not logged in with a security device - If you have the correct role assigned, but have not logged in with your security device, you won't be able to approve/reject a service request. 
What actions can I take on a request in a Cancelled or Rejected status?
For requests that have been cancelled or rejected, you will need to create & submit a new service request with the correct or required details.
Can I reopen a ‘Completed’ Service Request, if the request has not been completed correctly, or information is missing?
Yes. If the request has not been completed correctly by ANZ, you can reopen selected Service Requests that have been completed within 14 days. Please refer to Reopen a Service Request. 

If the Reopen action is not available, please contact your ANZ representative to obtain the required information.

Can I attach add additional comments or documents to a Service Request once it has been submitted?

Once a request is submitted to ANZ for processing, if ANZ requires additional information to process the request, the request will enter a 'More Information Required' status.

Only when a request is in a More Information Required status, will you be able to add the additional information required by ANZ in the form of a comment or attachment. Please refer to Provide More Information for Service Request. 

 

Payments & Transactions FAQs
Why can't I see the Payments & Transactions menu?

You will not be able to see the Payments & Transactions menu for the following reasons:

  • You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu. 
  • Your organisation does not have a jurisdiction in either AU or NZ - the Payments & Transactions menu is currently only available for AU & NZ jurisdictions. 
For which jurisdictions is the Payments & Transactions menu available?

The Payments & Transactions menu is currently only available for AU & NZ jurisdictions. 

The available requests in this menu will depend on your organisation's jurisdiction. Refer to Service Request Types for more information.

Which roles allow users to view, manage and approve Payments & Transactions Service Requests?
Please refer to User Permissions to understand which role(s) allow users to view, manage and approve Account & Legal Entity requests. 
How many approvers are required to approve a Payment & Transaction request?

The number of approvers is based on the administration model of your organisation. If your organisation's administration model is:

  • Single - 1 user with the Service Request - Transact role is required to approve applicable Payment & Transactions request.
  • Dual or Triple - 2 users with the Service Request - Transact role are required to approve applicable Payment & Transactions requests.
I can see requests available, but I am unable to find the required account when creating a request?

An account may not be displaying for any of the following reasons:

  • The account has not been assigned to your role - please contact your organisation's Customer Administrators.
  • The account is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
  • The account is not eligible for the request - please refer to the article for the specific request to understand any account eligibility restrictions. Otherwise contact the ANZ Customer Service Centre for more information. 
  • The account is an NZ domiciled account - NZ accounts are only available for the Manage Periodical/Automatic Payment requests.
Can I stop a presented cheque? (AU Only)
If you submit a stop cheque request for a cheque that has been presented, you will receive an error message saying "Request unsuccessful. System code: 46250 - Cheque presented. Contact the Customer Service Centre."
Can I access a list of existing Automatic Payments? (NZ Only)
A list of existing Automatic Payments for an account will be displayed when creating any of the Amend, Suspend or Close Automatic Payment requests. You can then choose to select an Automatic Payment(s) to proceed to amend, suspend or close it, or close the service request.
What happens if I close an Automatic Payment on the date it's due to go out? (NZ Only)
If the payment is due to go out on the same day a customer has scheduled to close the payment, the payment will be made and then the Automatic Payment will be cancelled.
Digital Channels FAQs
Why can't I see the Digital Channels menu?

You will not be able to see the Digital Channels menu for the following reasons:

  • You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu. Users with the Customer Admin role can also access this menu if they have at least 1 other Service Request role.
  • Your organisation does not have a jurisdiction in AU - the Digital Channels menu is currently only available for AU jurisdiction.
    NOTE: The Digital Channels menu will be made available for NZ jurisdiction in the near future.
For which jurisdictions is the Digital Channels menu available?

The Digital Channels menu is currently only available for AUjurisdiction.

NOTE: The Digital Channels menu will be made available for NZ jurisdiction in the near future.

Which roles allow users to view, manage and approve Digital Channel Service Requests?

Please refer to the User Permissions to understand which roles allow users to view, manage and approve Digital Channel Service Requests.

Users with the Customer Admin role can view and create Digital Channel Service Requests if they have at least 1 other Service Request role.

How many approvers are required to approve a Digital Channel request?
2 users with the Service Request - Authorised Person role are required to approve applicable Digital Channel requests.
How do I raise requests for other Digital Channels?

The steps to raise requests for other Digital Channels depends on the jurisdiction of your organisation.

  • For AU only or AU & NZ organisations, the Upload Documents where you can download, complete and upload the required paper form. If you cannot find the required paper form for your request, please contact your ANZ representative.
  • For NZ only organisations, please contact your ANZ representative.
Which users can be added or managed via the ANZ Transactive Global - Users requests?

The ANZ Transactive Global - Users service requests include:

  • Add User allows you to add an ANZ Managed user to your ANZ Transactive - Global site.
  • Amend User allows you to amend an ANZ Managed user* or upgrade a Company Managed user on to your ANZ Transactive - Global site. 
  • Delete User allows you delete an ANZ Managed user with Cash Management and Customer Administration from your ANZ Transactive - Global site*.

Company Managed users can be added and deleted via the Administration menu.

Why am I unable to see a required user when creating an Amend or Delete User request?
The users available in the Amend User & Delete User service requests will be based on your Administration role(s). For example, if you do not have a Cards Admin role, you will not be able to see any users with Commercial Cards roles. 
Why am I unable to assign all required roles to a user in the Add or Amend User request?

Currently only the following ANZ Managed roles are available in the Add & Amend User request:

Role
Role Family
Customer Admin Customer Administration
Division Admin Customer Administration
Service Request - Transact Cash Management
Service Request - Authorised Person Cash Management

Additional roles will be added in the future. Until then, please contact your ANZ representative to manage any other ANZ managed roles for your users. 

A Delete User request has been returned as Successful, why has the user not been deleted from my ANZ Transactive - Global site?

The Delete User request currently only removes roles belonging to the Cash Management and Customer Administration role families.

If a user has any roles under the following product families, they will not be deleted:

  • Commercial Cards
  • FX Services
  • Institutional Insights (AU Only)
  • Loans (AU Only)

These role families will be added to this request in the future. Until then, please contact your ANZ representative to delete users with any of these roles.

Accounts & Legal Entities FAQs
Why can't I see the Accounts & Legal Entities menu?

You will not be able to see the Accounts & Legal Entities menu for the following reasons:

  • You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu. 
  • Your organisation does not have jurisdiction in AU - the Accounts & Legal Entities menu is currently only available for AU jurisdiction. 
For which jurisdictions is the Digital Channels menu available?
The Accounts & Legal Entities menu is currently only available for AU jurisdiction. 
Who can view, manage and approve Accounts & Legal Entities Service Requests?
Please refer to User Permissions to understand which role(s) can view, manage and approve Accounts & Legal Entities Service Requests. 
How many approvers are required to approve an Account & Legal Entity request?

The number of approvers is based on the administration model of your organisation. If your organisation's administration model is:

  • Single - 1 user with the Service Request - Transact role is required to approve applicable Payment & Transactions request.
  • Dual or Triple - 2 users with the Service Request - Transact role are required to approve applicable Payment & Transactions requests.
I am unable to find the required account or legal entity when creating a request?

An account may not be displaying for a number of reasons:

  • The account or legal entity has not been assigned to your role - please contact your organisation's Customer Administrators.
  • The account or legal entity is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
  • The account is not eligible for the request - please refer to the article for the specific request to understand any account eligibility restrictions. Otherwise contact the ANZ Customer Service Centre for more information. 
  • The account is an NZ domiciled account - NZ accounts are only available for the Manage Periodical/Automatic Payment requests.
Upload Documents FAQS
Why can't I see the Upload Documents menu?

You will not be able to see the Accounts & Legal Entities menu for the following reasons:

  • You do not have the correct role - please refer to User Permissions to understand which role(s) can access this menu. 
  • Your organisation does not have jurisdiction in AU or HK - the Upload Documents menu is only available for AU & HK jurisdictions. 
Who can view and manage Upload Documents Service Requests?
Please refer to User Permissions to understand which role(s) can view and manage Upload Documents Service Requests. 
Why doesn't an Upload Document request require an approval?

Upload Document requests do not require an approval as, where applicable, the paper form needs to be signed by anauthorised person (also known as a signatory) on behalf of the customer. 

Please contact your ANZ representative if you need to identify these authorised persons.

I cannot find a document that is applicable to my request?
If you cannot find a document that meets your needs, please contact your ANZ representative.