Geography: This article is applicable for ANZ Transactive - Global customers banking in all ANZ geographies.
Full details are available in Features by Geography.
Full details are available in Features by Geography.
Administration
The Administration webinars in ANZ Transactive – Global covers topics such as creating and managing users, roles, product rules and approval workflows.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Administration.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Administration.
Administration Webinar held on 14/05/24 (Australia & New Zealand)
In this webinar, we cover the following topics:
Administration Models, Administration menu, User Management, Create User, Role Management, Account Management, Account Group Management, Other Settings, and Reports.
Administration Models, Administration menu, User Management, Create User, Role Management, Account Management, Account Group Management, Other Settings, and Reports.
Administration Webinar held on 31/01/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
Division settings, panels, confidential data groups, account group management, account and role management, user management and user audit trails.
Division settings, panels, confidential data groups, account group management, account and role management, user management and user audit trails.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Why is there a separate role of "Service Requests - Authorised Person" to that of "Administrator" in Transactive for Digital Self Service? |
A user with a Service Request - Authorised Person role can view, create, manage, and approve applicable Digital Channels Service Requests using a security device. These service requests are related to activities that require to be processed by ANZ, such as adding a new ANZ managed security device user to your ANZ Transactive – Global site.
An Administrator role can create company managed users and manage user settings. The roles can also manage Role Management, Account Management and Other Settings, including Downloading user reports. See the User Permissions article for more information on Administration roles. Administrators may view, create and manage Digital Channels Service Requests. |
| 2 | Are you going to cover reporting available for administrators? | We will be covering how to download reports. For more information on Administration reports, go to the User Reports article on Online Help. |
| 3 | With the panel approval I understand that we cannot set up a different panel for a type of payment - i.e. we could specific approvers to do transfers alone, but other payments all need to be approved together. I assume this is still not available. | You can setup a different panel per payment type, or 1 or 2 to approve. Please refer to the Division Details Screen article. |
| 4 | I was lead to believe you can only <have either> panel or (dual) Authorisation – can you have both? | Yes, you can configure each payment type to have a panel authorisation model or one or two to approve. Please refer to the Division Details Screen article. |
| 5 | New to ANZ Transactive: Understand the authorisation (panel) changes that can be specified for payroll. Can all users see the detailed data behind payroll payments within a bank statement transaction listing and if so, is there a way to restrict this? | You can restrict a user's permissions so that they cannot view details for Payroll, which is under Permission Settings > Payment Purpose, noting that imported payroll files need to have "Import as Salary Payment" ticked. Please refer to the User Permissions and Upload Payment File articles. |
| 6 | Can you see if any bank account numbers have been changed in beneficiaries or templates on a user audit report? | A user audit report shows the actions that have been made to a user, the Administrator who performed the action and when it occurred. There are separate template and beneficiary audit reports that you can view to see changes to these. Please refer to the following articles on Online Help: |
| 7 | Can I delete user who is managed by ANZ? | An ANZ Managed user can be deleted in Service Requests > Digital Channels or offline via a form. Please refer to the Service Requests article for more information.
The 'ANZ Account & Channel Self-Service Form - Australia Only' can be accessed from here: https://www.anz.com/institutional/solutions/important-resources/ |
| 8 | How long can a user be disabled before we can't reactivate their account. e.g. if a user is on leave for 18 months, can we reactivate their account or is there a time limit? | Currently, there is no time limit to re-enable disabled users. |
| 9 | What happens if your email address changes when ANZ Managed. How do we get that changed? | An ANZ managed user can be amended (including email address) either through the Amend User option in Service Requests > Digital Channels or offline via the User Security Profile Update Form. For Please refer to the Service Requests article for more information about the Service Request option. |
| 10 | There is an option to download user detail report- can we download at account level? if not is that something in plan for future? | Currently you cannot download the User Detail report at an account level. Great question though and we will pass on your feedback for consideration as a future enhancement. |
| 11 | How can I delete a test payment created by a user that has subsequently left? | Please follow the instructions in the Delete Payment article on Online Help to delete a payment. |
| 12 | Is there an ability to contact someone at ANZ to do a video conference on ANZ Transactive – Global to trouble shoot long term issues that haven't been able to be resolved? | Please contact your ANZ Representative or the Customer Service Centre for assistance https://www.anz.com.au/support/global-contacts/. |
Asia & Pacific Payments
The Asia & Pacific Payments webinar in ANZ Transactive – Global covers topics such as creating and managing your ANZ Transactive APEA payments in ANZ Transactive – Global. For more information, please refer to Asia & Pacific Payments.
Asia & Pacific Payments Webinar held on 30/11/23 (Pacific Islands & Laos)
In this webinar, we cover the following topics:
Creating and managing your domestic & international payments, creating a payment from a template, uploading a payment file, creating a payment from an existing payment and payment reporting.
Creating and managing your domestic & international payments, creating a payment from a template, uploading a payment file, creating a payment from an existing payment and payment reporting.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Can I still initiate payments, if I do not currently have a security device? | For initiators who currently do not have ANZ Digital Key or a physical Token, you can create payments in ANZ Transactive APEA. We recommend using a security device to access. For more information, refer to Security Device Types. |
| 2 | Where can I see my uploaded documents in a payment? | Once the payment has been created, you can view the attached supporting documents from the Approve Payments, Current Payments and Past Payments menu, by searching and clicking on the payment. |
| 3 | Where can I find all my saved Beneficiaries? | Your Address Book parties are currently created and managed in ANZ Transactive APEA. This functionality will be moved to ANZ Transactive – Global in the coming year. |
Data Insights
The Data Insights webinars in ANZ Transactive – Global provide you with analysis of ANZ and industry data, delivering data-driven insights to help support your strategic and operational decision-making.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
Economic Pulse Webinar held on 23/02/23 (Australia)
In this webinar, we will cover the following topics: An overview of Economic Pulse.
For more information, please refer to Economic Pulse.
For more information, please refer to Economic Pulse.
Global Training Series
The Global Training Series of webinars aims to educate, empower, and uplift the knowledge of our international users, with region-specific content, functionality, and general ANZ Transactive - Global feature highlights.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
ANZ Transactive - Global Training Webinar held on 17/09/2024 (United States of America)
In this webinar, conducted for our United States of America users, we covered topics such as general navigation of the platform, the Accounts menu, reporting, and approvals.
ANZ Transactive - Global Training Webinar held on 18/09/2024 (United Kingdom)
In this webinar, conducted for our United Kingdom users, we covered topics such as general navigation of the platform, the Accounts menu, reporting, and approvals.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | When you refer to geography availability, does this relate to a country we have opened accounts, e.g. Australia, although my team uses ANZ Transactive - Global solely in the UK? | The geography banner for ANZ Digital Services Help articles indicates the region the article is relevant and is depicted by where the ANZ Transactive - Global site was established. Please refer to our Features by Geography article for more information. |
| 2 | Can I email a report to a team member who doesn't have ANZ Transactive - Global access? | Once you have downloaded a report from ANZ Transactive - Global, it can be emailed or shared if required. |
New User
The New User webinars provide an understanding of ANZ Transactive – Global and how new users uncover the key tasks to accessing and managing the digital channel.
Click on each webinar to view topics specific to your needs and to access the Questions & Answers covered in the session.
For more information, please refer to Getting Started.
Click on each webinar to view topics specific to your needs and to access the Questions & Answers covered in the session.
For more information, please refer to Getting Started.
New Users Webinar held on 11/07/24
In this webinar, we cover the following topics:
How to log in securely, Setting yourself up, How to use and navigate.
How to log in securely, Setting yourself up, How to use and navigate.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Will you be covering how to setup a user with an ANZ managed device/security permissions? |
We won't be going through how to add permissions to users as this is an Administration function. Feel free to view our previous Administration Webinars available here or our User Permissions article: User Permissions – ANZ Digital Services Help. |
New Users Webinar held on 08/12/22
In this webinar, we cover the following topics:
Basic user setup and reporting, administration, payments, and self-service help content.
Basic user setup and reporting, administration, payments, and self-service help content.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | I'm a new user and can't see the Accounts menu. How do I fix this? |
This is due to the roles assigned to your profile. You will need to ask your ANZ Transactive – Global Administrator to check your profile and ensure that you have the right permissions. For more information, refer to the User Permissions article. |
| 2 | Can ANZ send us a notification for the bounced/failed or not approved transactions? | There is a notification for Transaction Pending Approval but not for failed transactions. It's a great idea and we will forward on for consideration. For more information, refer to the User Settings article. |
| 3 | Can ANZ send us the statements- only for the credits- payments received on daily basis for receipting purposes? | A scheduled credit report is currently not available. It's a great idea and we will forward on for consideration. For more information on the reports available, refer to the Create Scheduled Report article. |
| 4 | Can a payment template have multiple Beneficiaries? | Yes, payment templates can have multiple beneficiaries. For more information, refer to the Domestic Payment Template article. |
| 5 |
Where there are multiple beneficiaries, what account does the payment go to? |
Account details for each beneficiary are available by clicking on the beneficiary row and looking at the beneficiary account number. For more information, refer to the relevant Create Payments article. |
| 6 | Can we use the aba files upload for domestic payments? | Yes, you can use aba files to upload AUD domestic payments. For more information, refer to the File Formats Guides article. |
| 7 | Can we use an ABA file for international payments? | No, ABA is only available for domestic payments. The MT101 file format can be utilised for International payment files. For more information, refer to the File Formats Guides article. |
| 8 | Which is better - Direct Entry or RTGS? | Direct Entry is an overnight payment where you can send to multiple accounts. RTGS (Real Time Gross Settlement) is within day (subject to cut off times) - a one to one payment and has a larger cost associated to complete. Please speak with your ANZ Representative to understand which payment method is better for your requirements. |
| 9 | Can we approve future payments today i.e. for next week? And once all approvals are done, ANZ will transfer automatically on the date? Can we delete it before the date occurs? | Yes, you can create future dated payments, approve today and they will be released for processing on the scheduled date. There is also an option to Stop a future dated payment before it is processed. For more information, refer to the Manage Payments articles. |
| 10 | Where can I find the MT103 button? | You can generate a MT103 message for International payments that are in a Completed status by clicking on the beneficiary and you will then see a MT103 button in the Beneficiary Payment Details screen. For more information, refer to the Generate MT103 Message article. |
| 11 | In International payments, is Intermediary Bank relevant? | If you need the ability to send payments using an Intermediary Bank, you can contact ANZ to set this up in ANZ Transactive – Global. Intermediary Bank details can be added into the details in the payment. For more information, refer to the International Payment article. |
| 12 | Can you assist on how to use Past Payments - which fields are mainly used? | To complete any type of search in the Past Payments screen, the Value Date and Division Name must be entered. You can then add any other search criteria to assist finding a payment. For more information, refer to the Past Payments article. |
| 13 | If our security device is not working (usually app on mobile phone), is there another way to approve payments? | The final approver needs to digitally sign a payment via a physical token or ANZ Digital Key. If you are having issues with ANZ Digital Key, consider requesting a physical token as a backup. |
Payments
The Payments webinars in ANZ Transactive – Global covers topics such as creating and managing a comprehensive range of payment activities including payment reporting.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Payments.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Payments.
Payments Webinar held on 21/11/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
New payment services such as Periodic Payments, PayTo Agreements, 7-day processing for NZ Domestic Payments and payment reporting.
New payment services such as Periodic Payments, PayTo Agreements, 7-day processing for NZ Domestic Payments and payment reporting.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | What happens if I don't have access to Periodic Payments? |
User permissions mirror Payment Templates entitlements so if a user can currently only View Payment templates, they will only be able to view Periodic Payments. Periodic Payment FAQs – ANZ Digital Services Help |
| 2 | Can we process these (Periodic Payments) in NZ as well as AU? |
Periodic Payments are available for AU and NZ. Create Periodic Payment – ANZ Digital Services Help |
| 3 | Can we process Periodic Payments for International Money Transfers? | Periodic Payments are available for AU direct entry payments and NZ domestic payments. Create Periodic Payment – ANZ Digital Services Help |
| 4 | Is there any way to get the report to download immediately instead of waiting for notification centre? | If the report takes more than 10 seconds to download, please download the report from Notification Centre. Manage Account Reports – ANZ Digital Services Help |
| 5 | With periodical payments, do we need to approve the recurring periodical payment every month? Or will it automatically be processed once we set it up? | For each scheduled instance when the Periodic Payment is due, the Periodic Payment instance requires approval from the Current Payments screen or Pending Approvals workspace widget. Periodic Payment FAQs – ANZ Digital Services Help |
| 6 | Will the periodical payment pop up monthly on 'Current Payment' tab if we create a monthly periodical payment? Or do we need to create a new one from template every month? | Yes. Each instance will appear in the Current Payments screen and will need to be approved. A payment is created from the schedule seven days before the Value Date unless there are less days between the Start Date and Next Run Date. Periodic Payment FAQs – ANZ Digital Services Help |
Payments Webinar held on 24/01/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
Payment types available, creating and managing payment activities, payment reporting and managing your payee list.
Payment types available, creating and managing payment activities, payment reporting and managing your payee list.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | How can you find XML files that are interfaced from SAP? | You will only be able to see files that are approved within ANZ Transactive – Global. This may include "interfaced" files if you are operating under a model where the file is automatically imported into ANZ Transactive – Global for approval using ANZ Fileactive. Just to further clarify, you'll be able to view a summary of the file import only, not the original file itself. |
| 2 | File Import Summary - can you help to show how to rectify errors in the file? | From the File Import Summary screen, click an imported file from the grid. A list of Rejected Transactions is displayed, with reasons for rejection. Click View Current Payments and then click the related transaction, indicated by a Payment Alert icon. Click Edit to update the impacted beneficiary instructions, as per the error alert displayed. Related articles: |
| 3 | The ABA-Osko upload payment file - is that designed for payroll / creditor files? | While ABA-Osko can be used for payroll or creditors there are additional considerations to be aware of:
|
| 4 | Can you please show a MT101 file auto uploaded in ANZ? | Information on uploading a MT101 file, including screen images, can be found in ANZ Digital Services Help: Upload Payment File – ANZ Digital Services Help |
| 5 | When I upload a file into NZ Transactive, which CSV NZ option should I choose? |
When uploading a payment file, choose the option that best fits your original CSV file formatting. For example:
|
| 6 | Can we increase the data on past payments? | Currently Past Payments screen shows payments processed in the last 24 months that are in a Completed, Completed with Error or Bank Rejected status, based on your search criteria.
For transaction data beyond this duration, please contact the ANZ Customer Service Centre |
| 7 | Can we include past payments for the last 3-5 years instead of only 2? | Currently Past Payments screen shows payments processed in the last 24 months that are in a Completed, Completed with Error or Bank Rejected status, based on your search criteria.
For transaction data beyond this duration, please contact the ANZ Customer Service Centre |
| 8 | Could you please show the past payments- what filters should we use to find a payment? easy way pls | From the Past Payments screen, enter the two mandatory fields: Value Date and Division Name, then add any additional information to help narrow down the search results. You can also save your commonly used search criteria for future use. |
| 9 | Are "past payments" just a search function, not a list of all the past payments? | Past Payments shows payments processed in the last 24 months that are in a Completed, Completed with Error or Bank Rejected status, based on your search criteria. This limits the grid view to your searched payments only. |
| 10 | Can you search Past Payments for failed payments? | Yes, Past Payments shows payments processed in the last 24 months that are in a Completed, Completed with Error or Bank Rejected status, based on your search criteria. |
| 11 | I was unaware of International Payment Tracking, what a great tool. Can the view go further back than 30 days? | Currently it is only available for the last 30 days. Please refer to International Payment Tracking for more information. |
| 12 | Can we have reference & remittance information (invoice number) added as a column in "Current Payments" view? | This is not possible as the Current Payments screen lists details at the payment level, not the beneficiary details. |
| 13 | Can we change the payment type (for example from RTGS to OSKO) once a payment has been approved? Do we need to delete the current payment and re-submit a new one? | No, once the payment has been created, you cannot change the payment type. You will need to delete the payment and create a new payment with the correct Payment Type. |
| 14 | What is the difference between Payment Reference at the top and the reference below? | Payment ID is the unique payment identifier assigned to a payment instruction. The Payment Reference within the payment instruction relates to the purpose of the payment, e.g. Invoice Number, Payment For ..., etc. This will appear as part of the narrative on the funding account and beneficiary's statement, and on payment reports. |
| 15 | After we enter a payment, we would like to amend the payment. How do I amend the payment? We can only delete the payment and redo it again at the moment. | You can edit payments that are in a Draft, Needs Repair or Approver Rejected status. If the payment is in a Pending Approval status, you must Recall the payment first in order to edit details. Please refer to: |
| 16 | How can we amend a payment if we want to update some details? | You can edit payments that are in a Draft, Needs Repair or Approver Rejected status. If the payment is in a Pending Approval status, you must Recall the payment first in order to edit details. Please refer to: |
| 17 | In domestic payments, can you repeat on Direct vs RTGS - as they seem similar | Direct Entry is an overnight payment whereby your beneficiary will have access to funds on the next business day, whereas RTGS is same-day clearing for more urgent high-value payments where the beneficiary requires same day use of funds. |
| 18 | Can you delete a future day payment after the payment has been authorised before the future day? | Yes, you can Stop the payment, which will revert it into a Draft status. You can then Edit or Delete the payment instruction. |
| 19 | Can you show how to process a future dated payment? e.g. to upload payment today (24Jan) for payment on Fri (27Jan). Can we modify/cancel any future payment? | When creating a payment, enter the future date in the Value Date field. After the payment has been approved, you can Stop the payment, which will revert it into a Draft status. You can then Edit or Delete the payment instruction. |
| 20 | Will the beneficiary receive spam if their email address is added for remittance? | No, they will only receive a copy of the remittance. A sample of a Remittance Advice is available in Payments FAQs (under General). |
| 21 | To email the remittance, does it require a service subscription, or is this free service and require no set up? | This is available to everyone and is setup in Beneficiary Details within a payment. |
| 22 | Can you add more than one beneficiary email address? |
|
| 23 | Does an RTGS payment cost? | Yes, there is a fee to send an RTGS utilising the SWIFT network. Please speak to your ANZ Representative to understand the cost to send an RTGS payment. |
| 24 | We do not have RTGS and Osko as options (only Direct Entry). How do we get these enabled? | Please refer to your Company Administrator to update your User Permissions. Alternatively, please contact the ANZ Customer Service Center for assistance. |
| 25 | Can you please explain what is needed for international payments to different countries i.e. IBAN, SWIFT, Account number, Routing number | International payments typically require the following information:
|
| 26 | What is the cut off time for International transfers? | Same-border cross-currency cut-off times are 19:00 (AEDT). Cross-border cross-currency, International Payments processing times apply. Please refer to the Processing & cut-off times article in Online Help: https://help.online.anz.com/hc/en-au/articles/360044035313-Processing-cut-off-times. |
| 27 | Can you do a bulk "get rate". Current experience is that each international transfer needs to be done individually. | No, you cannot currently get a rate for multiple payments at the same time. For more information, refer to the Get Rate article in Online Help: https://help.online.anz.com/hc/en-au/articles/360046835573-Get-Rate |
| 28 | Is there any way to auto approve fx rate or prompt the second approver to get rate? | No, cross-currency payments can only obtain a dynamic rate after they have been fully approved and are in a Needs Rate status. For more information, refer to the Get Rate article in Online Help: https://help.online.anz.com/hc/en-au/articles/360046835573-Get-Rate |
| 29 | Can you set the default as OUR instead of SHA for the fees. People often forget to change this. | The standard default fee instruction is set to SHA. You can minimise the potential for processing errors by setting up a payment template or Copy From a payment with similar instructions. |
| 30 | For international payments, could pls tell us more about the FX Contract. | You can use a FX contract to fund a payment within ANZ Transactive – Global. For more information, please speak to your ANZ Representative. |
| 31 | Doesn't the international payment automatically get a FOREX conversion? | All cross-currency international payments require a foreign exchange rate - this can be either be obtained as a live dynamic rate (using the 'Get Rate' function) or by inputting a pre-booked foreign exchange contract ID. |
| 32 | Is there a way to be notified of any transactions which are "Bank Rejected" without logging on to ANZ each day? | You could setup a Payment Detail Report to be emailed to your registered email address on a daily schedule. Please refer to Create Scheduled Report for more information. |
| 33 | We have an A$ and US$ account. The US$ bank fees (on payments) are deducted monthly from A$ account. How can I obtain an invoice or transaction list for the A$ payment deducted from the account? | This is not currently available. We will forward your feedback on for consideration. |
| 34 | Can we able to view/track Fileactive payments (Domestic/International) on ANZ TG? |
You can extract reports from Past Payments within ANZ Transactive – Global for all payment method types, excluding Account Transfers. The transaction reports will have a similar look and feel for payments created in ANZ Transactive – Global to those created via Fileactive. The following key differences will identify payments processed through Fileactive:
In addition, Fileactive will send status reports back to clients’ ERP system reflecting payment statuses for individual files/transactions. |
| 35 | Is the helpdesk reference info available for NZ as well as AU? | This is currently not available when selecting NZ from the Contact page. |
Service Requests
The Service Requests webinars in ANZ Transactive – Global covers topics such as creating and managing a comprehensive range of service requests, including payments and transaction requests, signatory amendments, digital channel maintenance and account amendments.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Service Requests.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
For more information, please refer to Service Requests.
Service Requests Webinar held on 24/09/24 (Australia & New Zealand)
In this webinar, we cover the following topics:
Service Requests menu, Payments & Transactions, Accounts & Legal Entities, Digital Channels, Upload Documents and General Enquiry.
Service Requests menu, Payments & Transactions, Accounts & Legal Entities, Digital Channels, Upload Documents and General Enquiry.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | I attempted to initiate a return for incorrectly received funds from a transaction that appears in the account. However, it does not show up in the search under that function. Is there a specific time frame within which this request can be placed, and could that be why the transaction is not available for selection? |
You can search for this transaction under the Transaction Enquiry under the General Enquiry heading within Payments & Transactions Service Request category. This search displays all transactions (credits and debits) and allows search on a date range. |
| 2 | Is there a fee for payment traces? |
There is no fee for trace requests. |
| 3 | Can I dispute the past 6 months transaction? | Dispute direct debit transaction service request allows only one transaction per request. You can dispute a transaction that occurred 6 months ago or more but will need to submit multiple requests for multiple transactions. |
| 4 | Are Bank Confirmation Letters available for Foreign Currency Accounts too? | Bank Confirmation Letters are currently only available for Australian and New Zealand domiciled accounts. |
| 5 | I can only see our AUD bank account on the Service request area. How can I add our Foreign Currency accounts? | Currently, only two service requests include foreign currency accounts. These are Trace Transaction and Delete Account service requests. |
| 6 | Would the pcard (commercial cards) facility also be available in this view of ANZ Transactive? | This is not currently available in Service Requests, however Commercial cards service requests are available under a separate Commercial Cards menu within ANZ Transactive to users with relevant Commercial Cards access in their ANZ Transactive - Global role profile. |
Service Requests Webinar held on 17/06/24 (Australia & New Zealand)
In this webinar, we cover the following topics:
Service Requests menu, Payments & Transactions, Accounts & Legal Entities, Upload Documents and General Enquiry.
Service Requests menu, Payments & Transactions, Accounts & Legal Entities, Upload Documents and General Enquiry.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Within Services Requests Digital Channels, there is an option to add, amend or delete users. Previously this needed to be completed via the 'Payments & Cash Management Request Form', does this request have the same capabilities? If so, assuming signatories can approve via their login rather than signing a pdf? | The Add & Amend User requests under Digital Channels allows you to create an ANZ managed user or upgrade an existing company managed user to an ANZ managed user and assign a security device. Both Add and Amend user webform requests do require digital token approval. Please refer to Approve and Reject Service Request for more information. Delete User webform requests do not currently require any approval to submit. |
| 2 | What is the timeline for resolution of any service request raised? |
This is dependent on the type of request. Where there is an applicable resolution timeline you can find it in the ‘Due By’ column in the Service Requests history grid. |
| 3 | I have some service requests that have been "in progress" for over one month. How do I follow these up? | Please contact us by clicking on the ‘Contact’ link in the top right of your browser when logged into Transactive Global.. |
| 4 | Under Payment & Transactions, will I be able to enquire for more details for any payment in my bank statement or can I enquire for incoming bank receipts? | Please use the Transaction enquiry request if you require more details relating to a specific transaction. |
| 5 | Is the Upload Documents available for New Zealand customers to use? | No. Upload Documents is only currently available for Australian based Service Requests. |
| 6 | I am able to see the Service Request menu on left hand side but when I click Upload Document, there is no menu item displayed. Is this an access issue or is it because there is no request yet? | This may be an access issue, we suggest to reach out to us by clicking on the ‘Contact’ link in the top right of your browser when logged into Transactive Global. |
Service Requests Webinar held on 19/03/24 (Australia & New Zealand)
In this webinar, we cover the following topics:
Services Requests menu overview, Payments & Transactions, Digital Channels, Accounts & Legal Entities, Upload Documents, Administration & User Management, ANZ Digital Services Help and Q&A.
Services Requests menu overview, Payments & Transactions, Digital Channels, Accounts & Legal Entities, Upload Documents, Administration & User Management, ANZ Digital Services Help and Q&A.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 |
Is ADK available for both Android and iPhone users? |
Yes, it is, as ANZ Digital Key is compatible with Apple iPhone, iOS versions 13 or later and other smartphones with Android, version 9 or later. For more information, refer to ANZ Digital Key. |
| 2 |
Can I upgrade a Company Managed user to an ANZ managed user through the self service portal? |
Yes, you certainly can. This can be completed through the digital channel subheading under the Amend User tab. You can search for the User ID for a pre-existing user and you can complete the web-based form to complete the upgrade. The Amend User feature can also be used to replace a user's token. You can update users’ email addresses or any other personal information about users as well. For more information, refer to Digital Channels Service Requests. |
| 3 |
What can I do if I can't see the Service Request tab when I log into ANZ Transactive - Global? |
Once you log into ANZ Transactive - Global, you will need to have a Service Request role assigned to your profile in order to be able to access Service Requests. So if you're an administrator, you will automatically obtain access to that tab. Because we want you to be able to manage and maintain all of your users against the site. But if you don't see that Service Request tab on the left-hand side and you would like to have access to it, please contact your site administrators and they will be able to assign the respective role to your profile. |
| 4 |
How can users who are not issued with a company phone access their security device? |
If you don't have a mobile device, or a work mobile that you can use to download ADK you do have the option to have a physical token. You can have both assigned to your profile at one time, so you can have ADK and a physical security device. |
| 5 |
Can we limit the access level within Service Requests? Do all requests require approval? |
Yes, depending on your version of Service Requests, you can limit a users’ access to certain Service Requests. Only some requests require approval today. If you refer to Online Help, that will provide you with a full list of roles, permission types and the Service Requests which require approval today. For more information, refer to User Permissions. |
| 6 |
Under the Service Request, I only have the Payments & Transactions and Digital Channels. |
To manage your user roles to gain access to the Legal Entities and Accounts menu, you will need to submit an Amend User paper form from our Upload Documents menu. |
| 7 |
How can you print the Service Requests - there is no print facility. |
You can currently export the service request history grid and then print this, or you will need to use the print function in your respective internet browser to print accordingly. |
Service Requests Webinar held on 6/12/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | How do we enable Service Requests? | Please contact your ANZ Representative who can confirm your eligibility and when you can be activated. |
| 2 | How can I add, manage or remove a security device from an existing user? |
You can manage security devices for existing users via the Digital Channels > Amend User Service Request. For more information, refer to Digital Channels Service Requests. |
| 3 | What is the difference between ANZ Managed vs Company Managed Users? | Company Managed users are created and managed solely by your organisation administrators and can perform various tasks depending on the role that is assigned to the company managed user. Users can be ANZ managed for various reasons, including requiring a security device to perform a particular function in the digital channel. For more information, refer to ANZ Managed vs Company Managed Users. |
| 4 | Our site is setup with a triple administration model, will Service Requests approval follow this setup? | Your approval flow for Service Request will align to your site administration model. For triple administration model, approval from three authorised users will be required in order for the request to be submitted. For more information, refer to Approve and Reject Service Request. |
| 5 | Is ADK (ANZ Digital Key) available for both Android and iPhone users? | Yes, ANZ Digital Key is compatible for both Apple iPhone iOS 13 or later and Android version 9 or later. |
| 6 | Are Service Requests available for my New Zealand accounts? | Yes, Service Requests are available for New Zealand accounts. For more information, on Service Request types and jurisdiction availability refer to Service Request Types. |
| 7 | Can I upgrade a company managed user to an ANZ managed user through the Self Service portal? | Yes, you can upgrade a user by selecting Manage Digital Channel > Amend User. For more information, refer to Digital Channels Service Requests. |
Service Requests Webinar held on 25/10/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | I don't have the option to Upload documents, how do I get access? | Please refer to User Permissions to understand which role(s)/permission setting(s) you require to access the Upload Documents menu. Please also note the Upload Documents is only available for AU or HK jurisdictions. |
| 2 | Is there a processing time SLA for SR type? |
Yes for applicable service requests the ‘Due Date’ column will specify the date the service request is due for completion. |
| 3 | Will you be able to download foreign account statements? | Account eStatements are currently available for eligible Australian domiciled accounts. You can however download statements for your foreign currency accounts. For more information, refer to the Accounts Online Help article. |
| 4 | I can’t see "Service Requests" in my Transactive profile | If your organisation has been enabled for Service Requests please refer to User Permissions to understand which role(s)/permission setting(s) you require to access Service Requests. If your organisation has not yet been enabled for Service Requests, please contact your ANZ Representative. |
| 5 | Can I create new user, token and non-token for Transactive Trade? | Creating new users for Transactive Trade is not currently available within Service Requests. |
| 6 | Can a user apply for a Digital key if they already have a token? Do you need to cancel the token or have both? | Yes, a user can have both a token and ANZ Digital Key at the same time. |
| 7 | Can you please clarify the difference between an ANZ managed user vs Company managed user? | Please refer to ANZ Managed vs Company Managed Users for information on the differences between these users. |
| 8 | When I am looking at my settings it appears the amend statement preferences is only available for AU bank accounts, is this correct or is this available in NZ too? | Currently Amend Statement Preferences is only available for Australian Domiciled Accounts. Our NZ capability is continuing to evolve so this service request may be made available for New Zealand Domiciled Accounts in the future. |
| 9 | When using the service the request does not submit. It just disappears. Particularly when a form is added. | Please contact the Customer Service Centre for further investigation. |
Service Requests Webinar held on 03/08/23 (Australia & New Zealand)
In this webinar, we cover the following topics:
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
What is Service Requests, how to lodge Service Requests and Service Request roles and permissions.
Tips & Tricks
The Tips & Tricks webinars in ANZ Transactive – Global covers topics such as getting the most out of your digital channel.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
Click on each webinar in the series to view topics specific to your needs and access the Questions & Answers covered in the session.
Tips & Tricks Webinar held on 28/02/24
In this webinar, we cover the following topics:
Logging in, security devices, resetting your password, payment cut-off times, user permissions, contacting us, ANZ Digital Services Help, News & Analysis and Fees and Charges.
Logging in, security devices, resetting your password, payment cut-off times, user permissions, contacting us, ANZ Digital Services Help, News & Analysis and Fees and Charges.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | What is the preferred security device for using ANZ Transactive - Global? | Both security device types provide Two-Factor Authentication (2FA), which gives you an additional layer of security using a combination of something known (in the form of a password) and something you have (in the form of a security device). Security devices are not required for all users, but ANZ strongly recommends the use of a security device at all times. Please refer to the Security Device Types article for more information. |
| 2 | How can I check if the incoming deposit is a cleared fund? | The Operating Account Details Screen has details of whether there are any uncleared funds in an account. Please refer to the Operating Accounts Details Screen article for more information. |
| 3 | Does the recipient of an RTGS payment get the funds instantly, even if it's the first time we pay to them? | A Real Time Gross Settlement (RTGS) payment allows you to create a same day domestic payment - it is not processed in near real time like Osko is. Typically, RTGS payments are credited to the beneficiary's account in a few hours - please refer to the RTGS (AU) article for more information. |
Tips & Tricks Webinar held on 16/02/23
In this webinar, we cover the following topics:
Workspaces, user settings, customising grids, scheduling reports, payments, accounts, and the self-service help content.
Workspaces, user settings, customising grids, scheduling reports, payments, accounts, and the self-service help content.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Is there a reason why when running reports some pop up and some go to the notification center? It's not consistent. | This is dependent on the amount of data in the report being run. Reports with smaller amounts of data will be displayed as a pop-up, while larger data reports will go to your notification centre as they take slightly longer to generate. |
| 2 | Can I select to have account statement emailed to myself in Excel format after month end? | You can schedule your account statement in up to nine formats including XLSX. This can be emailed to yourself with the date range criteria set. For more information, please see the Create Scheduled Report article. |
| 3 | Is sending report by email and sending payment advice a free service or is there any monthly charges to the account? | Yes, these are complimentary services. |
| 4 | I've noticed invoice details (invoice number) drops off detail report downloaded after approvals and payment status is complete. Are you aware of this issue? |
This is a known issue however no fix date is currently available. |
| 5 | How do we save a template after we create a payment? | Follow the steps in the Create Template from Payment article. |
| 6 | How do you pre-enter a beneficiary and save them? | Go to Payments > Payee List and add the beneficiary in here. Once its approved, it will be available to select within a payment. Please refer to the Create Payee article for more information. |
| 7 | Hello, how do you add to the application links - specifically ANZ Transactive Trade please? | Please contact your ANZ Representative for assistance in adding this to your profile. Please refer to the Applications Overview article for more information on what applications can be loaded to your profile. |
| 8 | I do not have the MT103 display option when I go into a payment made. Is this an access right issue? | No, it's not an access issue. The International Payment needs to be in a Completed status. Follow the steps in the Generate MT103 Message article. |
| 9 | So MT103 is not applicable for domestic payment? | MT103 messages apply to International payments only. For more information, refer to the Generate MT103 Message article. |
| 10 | Can we create one International Payment to Multiple suppliers? | Yes, you can create a batch of international payments in the one payment if you are paying in the same currency. If you are importing a file, it needs to be in a MT101 format. Please refer to the Upload Payment File article for instructions. A copy of the file format guide is also available in the File Format Guides article. |
| 11 | How many times will a user be auto logged out if he consistently trying to login? | You have three attempts to login correctly before you are locked out of the system. Once logged in, ANZ Transactive – Global will automatically log a user out after 15 minutes of inactivity. |
Tips & Tricks Webinar held on 30/11/22
In this webinar, we cover the following topics:
Workspaces, reporting, notifications, user settings and preferences, screen navigation, customise grids, schedule reports, high level payments functionality, and the self-service help content.
Workspaces, reporting, notifications, user settings and preferences, screen navigation, customise grids, schedule reports, high level payments functionality, and the self-service help content.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | What web browsers are compatible with ANZ Transactive – Global? | ANZ Transactive – Global supports all modern browsers such as Microsoft Edge, Google Chrome, Mozilla Firefox and Apple Safari. For more information, refer to the System Requirements article. |
| 2 | Can we change the inactivity time out from 15 minutes? | No, this setting is for all ANZ Transactive – Global customers and cannot be changed due to security reasons. Because of this we recommend you periodically save your work. |
| 3 | How do you advise us when enhancements are made to the system? | We typically create an article on Online Help explaining any changes and then we post an in-channel message directing you to the article. For more information on our new enhancements, refer to the Latest Updates article. |
| 4 | Are the balances in the workspace live? | Yes, balances in the Workspace are live. |
| 5 | Can I share a Scheduled Report with a colleague? |
You cannot share a Scheduled Report with others, but you can share Report Profiles. For more information, refer to the Create Scheduled Report article. From late October 2023, you can no longer share Accounts and Commercial Cards Report Profiles with other users in your organisation. 'Share This Report' will be no longer available for Payments, Receivables, Loans and Trade Finance in the following months. |
| 6 | Can I set up multiple email addresses to receive reports? | No, the email address used is taken from your user profile so can only be one email address. |
| 7 | Is it possible to set up notifications for only the payments I prepared? | No, currently you will receive a notification for each payment created by any user in your organisation. Great idea though and we will forward this on for consideration. For more information, refer to the User Settings article. |
| 8 | For the notifications settings - is there an email notification for Commercial Cards to advise the approver that there is a request pending approval? | No, this is not currently available but it's a great idea and we will forward on for consideration. For more information, refer to the User Settings article. |
| 9 | Can you set reports to automatically run on the last business day of the month? |
No, there is currently not an option to automatically run reports on the last business day of the month. When you create a Scheduled Report, you need to select the Frequency (Daily, Weekly, Monthly) and which day of the month to generate the report (1-31). If you select 29, 30 or 31 a report will not be generated for the months that do not have this number of days. You can however schedule a Monthly report to run on the first calendar day of the month with a date range of the Previous Month. For more information, refer to the Create Scheduled Report article. |
| 10 | Do you have a template for uploading CSV payment files? |
Please refer to the ANZ Transactive – Global File Format Guide that contains the requirements for what is required in a CSV file.
For more information about uploading payment files, including CSV, refer to the Upload Payment File article. |
| 11 | Is there an easy way to check a SWIFT CODE? Currently I set up a false payment and check it that way? | No, ANZ Transactive – Global only allows you to validate a SWIFT Code when creating an International Payment. SWIFT do provide an online search tool however which can be accessed here: https://www2.swift.com/bsl/ |
| 12 | When logging in there used to be a hide/show option on the password when using IE browser. This has disappeared when using Google Chrome. Do you know why? |
This feature is natively provided by Microsoft's browsers, i.e. Internet Explorer and the Edge. This is a future planned enhancement to be enabled when logging into ANZ Transactive – Global on any supported browser, including Google Chrome. |
Transactive - Global mobile app
The ANZ Transactive Mobile webinar covers topics such as setting up the app, Two-Factor Authentication, Payments, Accounts, Loans, Approvals and Payment Tracking among many others. For more information, please refer to ANZ Transactive Mobile.
ANZ Transactive Mobile Webinar held on 17/04/24
In this webinar, we cover the following topics:
Downloading the app, setting up the app, Two-Factor Authentication, Loans, Accounts, Approvals, Deposits, Payment Tracking, Contact Us and Status Page Overview.
Downloading the app, setting up the app, Two-Factor Authentication, Loans, Accounts, Approvals, Deposits, Payment Tracking, Contact Us and Status Page Overview.
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | How will I know if the ANZ Transactive Mobile app is available in my location? |
The ANZ Transactive Mobile app is available for ANZ Transactive - Global customers banking in all ANZ geographies, excluding China and Taiwan. For details, please visit Features by Geography – ANZ Digital Services Help and go to the Mobile heading in the 'Features' menu. You can also refer to the Mobile FAQs "Where can I download the ANZ Transactive Mobile app from?" Mobile FAQs – ANZ Digital Services Help |
| 2 |
Do I need to apply for the ANZ Transactive Mobile app separately via a form, if I already have ANZ Transactive - Global? |
ANZ Transactive Mobile is available to all existing ANZ Transactive - Global (web) users - no separate application process is required. Please visit Mobile Overview – ANZ Digital Services Help for step-by-step instructions on how to download and set-up the app. |
| 3 |
In a company situation, who does the face recognition? |
ANZ Transactive Mobile is linked to your unique individual ANZ Transactive - Global User ID, meaning that use of Biometric Credentials (including Face ID) is of the registered individual user. It is not mandatory to use Biometric Credentials - you can choose to use your User ID and Password to access the app. For more information, please refer to Mobile Overview – ANZ Digital Services Help. |
| 4 |
Are we able to view attachments on the mobile app before approving a payment? |
Viewing of attachments is not currently supported in the Transactive Mobile app, but we appreciate the suggestion and will pass that feedback onto our product team for future consideration. |
| 5 |
Will there by an option to create a payment in the ANZ Transactive mobile app in the future? |
The ability to create a payment in the Transactive Mobile app is on our product roadmap as a future enhancement. |
| 6 |
How do I generate an activation code from my ANZ Digital Service? |
For step-by-step instructions for the various methods of approving transactions using Transactive Mobile, please visit Mobile Features – ANZ Digital Services Help and click the Approvals drop-down menu. If this doesn't answer your question, please reach out to your ANZ representative for further clarification. |
| 7 |
How do I set up the ANZ Transactive Mobile app? |
To set-up Transactive Mobile, please follow the step-by-step instructions that are available here: Mobile Overview – ANZ Digital Services Help. |
| 8 |
How do I contact ANZ to get support on a day-to-day basis? |
You can use the self-help user guides available via ANZ Digital Services Help. This can be accessed using the Help option from the top right of your ANZ Transactive - Global screen. Alternatively, you can use the Contact Us option. Please also refer to Contact Us: Contact Us – ANZ Digital Services Help |
Upgrading from ANZ Transactive Cash Asia
Upgrading from ANZ Transactive Cash Asia webinar will be relevant to customers banking in Hong Kong, India, Indonesia, Philippines, Singapore, Taiwan and Vietnam, and will cover topics such as Balance & Transaction Reporting (BTR), Payment Processing, and Account management. Functionality will be delivered in a phased approach across the geographies over the coming months.
Click on each webinar to view topics specific to your needs and to access the Questions & Answers covered in the session.
For more information, please refer to About ANZ Transactive Cash Asia Upgrade.
Accounts & BTR in ANZ Transactive - Global Webinar held on 24/07/24
In this webinar, we cover the following topics:
Logging into ANZ Transactive - Global, How to navigate the Accounts menu, Creating and scheduling reports, Customising your workspace, and creating Using the mobile app.
Logging into ANZ Transactive - Global, How to navigate the Accounts menu, Creating and scheduling reports, Customising your workspace, and creating Using the mobile app.
For more information, please refer to Balance and Transaction Reporting (BTR) in ANZ Transactive - Global"
Accounts & BTR in ANZ Transactive - Global Webinar held on 12/06/24
In this webinar, we cover the following topics:
Logging into ANZ Transactive - Global, How to navigate the Accounts menu, Creating and scheduling reports, Customising your workspace, and creating Using the mobile app.
Logging into ANZ Transactive - Global, How to navigate the Accounts menu, Creating and scheduling reports, Customising your workspace, and creating Using the mobile app.
For more information, please refer to Balance and Transaction Reporting (BTR) in ANZ Transactive - Global"
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | If I have access to my Australia company as well as my Singapore company accounts, can I see all the accounts now in the Operating Accounts menu? | Yes, you will see accounts from Singapore and Australia as long as you have entitlements to view them.. |
| 2 | Will I also see Deposits, Nostro and e-Statements menus? | Menu options are based on your company and user permissions. For Cash Asia users, you will automatically see the Operating Accounts menu, and soon Reports menu under Accounts. |
| 3 | As a Cash Asia user, what are the main menu options I will see in ANZ Transactive - Global? | ANZ Transactive Cash Asia only users currently see Home, News & Analysis, Accounts, Report Centre and Applications. When payments are enabled, you will then see the Payments and Receivables menu (for Direct Debits). |
Digital Services Security
Digital Services Security webinars in ANZ Transactive – Global covers topics such as a range of risk management and security features to help safeguard your corporation accounts and information when using our digital services.
Click on each webinar to view topics specific to your needs and to access the Questions & Answers covered in the session.
For more information, please refer to Digital Services Security Features.
Digital Services Security in ANZ Transactive - Global Webinar held on 21/08/24
In this webinar, we cover the following topics:
Log on to ANZ Transactive Global with 2 Factor Authentication, Security Device Types, Segregation of Duties, Administration Models, Beneficiary Notifications & Alerts, Daily, Batch & Transaction Payment Limits, Audit Trail Reports and Report Fraud or Unusual Activity.
Log on to ANZ Transactive Global with 2 Factor Authentication, Security Device Types, Segregation of Duties, Administration Models, Beneficiary Notifications & Alerts, Daily, Batch & Transaction Payment Limits, Audit Trail Reports and Report Fraud or Unusual Activity.
For more information, please refer to Digital Services Security Features
Q&A's
| No | QUESTION | ANSWER |
|---|---|---|
| 1 | Can a user be upgraded to Admin by another Admin person in Administrator area? | In order to upgrade a user to be an Admin you can do this via the Services Requests menu Digital Channels Service Requests. Or you can complete an amendment form. |
| 2 | Where can I find the instructions on how to do everything shown in this webinar? | You can find the Digital Services Security Features in our help pages. You can also watch our Security Tips Video. |