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Approve and Reject Service Request

Geography: This article is applicable for ANZ Transactive - Global customers banking in Australia and New Zealand. Full details are available in Features by Geography.
  • To understand which service requests, require approval, please refer to Service Request Types
  • To approve or reject a service request you must have logged in with a security device and have the appropriate permissions. For more information, please refer to User Permissions
  • Organisations with dual and triple Administrator Models will require two Users with the appropriate permissions to approve any applicable Payments & Transactions or Accounts & Legal Entities service requests
  • All organisations require two Users with the appropriate permissions to approve any applicable Digital Channels service requests

Approve Service Request

STEP ACTION
1 Click Service Requests menu, and then click your preferred sub-menu option to view the screen
2 Click View > Requests Awaiting Approval or Request Requiring Action from the Control Bar to view all service requests Pending Approval. If required, you can further refine the service requests on screen by using Filter or Sort:
  • Use Filter on the Control Bar. Enter criteria into one or more text boxes that are under each column heading to display matching records.
  • Sort columns by clicking on the column heading. The column will reorder in ascending order. Click again to order in descending order.
RESULT: The service requests that you are entitled to approve are displayed.
3 Click on the service request from the list
4 Review the service request details and click Approve from the Control Bar
Control_Bar_Transaction_Options.png
  • If this is not the final approval, go to Step 5 (no security device instructions)
  • If this is the final approval, go to Step 6
5 Read and tick the declaration in the Approve Service Request pop-up window, and then click Approve.
RESULT: The request is approved and remains in Pending Approval status (another user will need to perform the final approval).
6 Read and tick the declaration in the Approve Service Request pop-up window, and then click Continue.
7 For final approval, you will need to digitally sign the service request in order to send it to the bank for processing
ANZ Digital Key
Follow the instructions on screen to: 
Approve via a Push Notification
Follow the steps below to approve a request using a push notification and the ANZ Digital Key app on your mobile device.
STEP ACTION
1 Tap on the ANZ Digital Key notification on your mobile device to launch the ANZ Digital Key app.
2 Tap Log On and authenticate access by entering your PIN, Face ID or Fingerprint ID.
RESULT: Details of request requiring approvals will be displayed.
3
Review the pending request details shown in ANZ Digital Key and tap Accept to accept the request, or Decline to decline the request.
RESULT: The request will be processed and completed. Close the app as no further action is required.
Approve via a QR Code
If you did not enable Notifications when you activated ANZ Digital Key, follow the steps below to approve payments via ANZ Digital Key:
STEP ACTION
1 Tap Log On in ANZ Digital Key and authenticate access by entering your PIN, Face ID or Fingerprint ID.
2 Tap Scan QR Code on the screen.
RESULT: ANZ Digital Key will switch to camera mode. Use the camera to scan the request approval QR Code from your desktop or laptop computer.
If you are experiencing difficulties scanning the QR Code, please:
  • ensure the entire QR Code is visible before attempting to scan the QR Code (you may need to scroll down)
  • try moving your device closer or further away from your screen
  • adjust the brightness of your camera
3 Review the pending request details shown in ANZ Digital Key and tap. Accept to accept the request or Decline to decline the request.
RESULT: The request will be processed and completed. Close the app as no further action is required.
Token
Follow the instructions on screen to: 
    • Step 1: Generate your authorisation code
    • Step 2: Enter your authorisation code
    • Step 3: Click Approve
8 Click Approve.
RESULT: The request is submitted for processing.

Reject Service Request

STEP ACTION
1 Click Service Requests menu, and then click your preferred sub-menu option to view the screen
2 Click View > Requests Awaiting Approval or Request Requiring Action from the Control Bar to view all service request Pending Approval. If required, you can further refine the service request on screen by using Filter or Sort:
  • Use Filter on the Control Bar. Enter criteria into one or more text boxes that are under each column heading to display matching records.
  • Sort columns by clicking on the column heading. The column will reorder in ascending order. Click again to order in descending order.
RESULT: The service requests that you are entitled to reject are displayed.
3 Click on the service request in the list
4 Click Reject
Control_Bar_Transaction_Options.png
5 Enter reason for rejecting the service request and then click Reject.
Reject.png
RESULT: A confirmation message is displayed advising that the service request has been rejected and the service request status changes to Approver Rejected