ANZ Digital Key FAQs

ANZ Digital Key is compatible with:

• Apple iPhone running iOS version 11 or later
• Smartphones running Android version 6.0 (Marshmallow) or later

Yes, you will require an active internet connection to access and use ANZ Digital Key. In downloading and using ANZ Digital Key, you may be subject to charges as stipulated by your mobile telecommunications provider. In turn, you are responsible for charges incurred for data usage in relation to ANZ Digital Key.

Yes, you can have ANZ Digital Key and a token provisioned to your profile, however you must perform approvals with the same method that you used to log on.

Tap About from the menu in the ANZ Digital Key app to check whether your ANZ Digital Key is setup to receive Push Notifications or use a QR code.

If Notifications are enabled for ANZ Digital Key, the mode will show as ‘Push Notifications | QR Code', and you will able to login and approve transactions using push notifications or a QR Code.

If the mode shown is ‘QR Code’, you can only login and approve transactions using a QR code.

To change to Push Notifications, follow the steps below:

STEP	ACTION
1	Ensure that Notifications for ANZ Digital Key are enabled on your device settings: Example screen to Allow Notifications on iPhone Example screen Allow Notifications on Android
2	Tap Reset from the menu in the ANZ Digital Key app
3	Complete the re-activation process outlined in the How to Activate ANZ Digital Key section

• For ANZ Transactive – Global: Yes, ANZ Digital Key can be used to approve one or multiple payments/direct debits at a time
• For ANZ FX Online: No, ANZ Digital Key can only be used to approve one beneficiary at a time. If you need to approve multiple beneficiaries, please complete approval for the first beneficiary before initiating approval for any others.

If your mobile device does not have a camera, you will not be able to use ANZ Digital Key as you need to scan a QR Code at the time of activating ADK on your device.

No, you can only activate ANZ Digital Key on one mobile device at any time. If you activate ANZ Digital Key on a new mobile device, it will no longer be usable on the previously registered mobile device.

ANZ Digital Key uses two-factor authentication, which is an extra layer of security that requires something you know (e.g. your username and password) and something you physically have (e.g. your mobile phone). Requiring both something you know plus something you have makes it harder for potential intruders to gain access and steal your personal data or identity. 

• If you use Face ID or Fingerprint with ANZ Digital Key, you must ensure that your biometrics (e.g. face print or Fingerprint) are the only biometrics stored on your mobile device.
• If another person has their biometrics stored on your mobile device, they will be able to authenticate banking actions using ANZ Digital Key. These actions will then be treated as having been authenticated by you. Please see the ANZ Digital Key Terms and Conditions for more information.

ANZ recommends that you apply a screen lock (e.g. PIN lock, Face ID or Fingerprint) to access your mobile device, without disclosing your password/PIN to anyone.

We also recommend you take precautions against malware and viruses on your mobile device. There are a number of security apps available to keep your device and details secure.

No banking or transaction information is stored on your mobile device. Details about a payment or direct debit requiring approval will be displayed only when you are logged onto ANZ Digital Key to approve the request.

No, ANZ Digital Key does not have the ability to integrate with contact information stored on your mobile device and therefore cannot access or store your mobile device’s contacts.

No, each set of user credentials is uniquely registered to a single mobile device which has ANZ Digital Key installed and activated.

ANZ will not require you to change your ANZ Digital Key PIN. However, ANZ recommends you change your PIN periodically to minimise the risk of unauthorised access. To change the PIN, you will need to Reset and Reactivate ANZ Digital Key.

Please contact the ANZ Customer Service Centre immediately to have ANZ Digital Key deactivated on your missing mobile device.

If you did not receive the activation code by SMS during the activation process, click Generate New Code on your computer screen to send a new code to your registered mobile number.

If you still do not receive the activation code, please contact the ANZ Customer Service Centre to check that the mobile phone number ANZ has registered against your profile is correct.

After five invalid PIN attempts, ANZ Digital Key will become locked. You will need to reset and reactivate ANZ Digital Key by tapping Reset from the menu in ANZ Digital Key.

Ensure that your PIN does not consist solely of sequential or repeating numbers (i.e. 123456, 654321 or 111111). If these are entered, you cannot proceed until a valid PIN is entered.

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

If you received the push notification but deleted it or did not tap on it, resubmit the request for approval in ANZ Transactive - Global to ensure you are notified that it requires actioning.

Please delete ANZ Digital Key from the previous mobile device on which it was installed. You will need to download ANZ Digital Key from the App Store or Google Play on your new mobile device and click ANZ Digital Key Activation from the ANZ Transactive – Global log on page.