ADK FAQs

ANZ Digital Channels	Functionality	Jurisdictions
ANZ FX Online	Approvers can logon directly to ANZ FX Online and review and approve beneficiaries that have been created in ANZ FX Online.	Australia & New Zealand
ANZ Transactive - Global	Logon and approve payment and direct debit transactions in ANZ Transactive - Global.	Australia & New Zealand
ANZ Transactive Cash Asia/APEA	Logon via ANZ Transactive - Global and access the following digital channels from the “Applications” menu to perform payment and transactions approvals: ANZ Transactive Cash Asia ANZ Transactive APEA	Hong Kong, India, Laos, Myanmar, Philippines, Singapore, Thailand, Vietnam
ANZ Online	Logon via ANZ Transactive - Global and access ANZ Online from the “Applications” menu in ANZ Transactive - Global to approve payments and transactions.	Indonesia

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.

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

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

If the mode shown is ‘QR Code’, you can only approve transaction using QR code. If you wish ANZ Digital Key to receive notifications, ensure that notifications for ANZ Digital Key are enabled in your device settings and then tap Reset from the menu in ANZ Digital Key.

Once you have submitted the request for log on and/or approval, you will have five minutes to Accept/Decline on ANZ Digital Key.

Yes, you can have both security device types, however you must perform your approval with the same device type as you use to log on.

For ANZ Transactive – Global: Yes, ANZ Digital Key can be used to approve one or multiple transactions at a time in ANZ Transactive Global.

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.

ANZ Digital Key is currently not available on the ANZ Transactive - Global mobile app and you will need to log into ANZ Transactive - Global on your computer.

• 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 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 these things makes it harder for potential intruders to gain access and steal your personal data or identity. 

ANZ recommends that you apply a screen lock (e.g. PIN lock, Face ID or Fingerprint) to access your mobile device.

Please note that you should not disclose your password/PIN to anyone or write them down.

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 requiring approval will be displayed only whilst you are logged on to ANZ Digital Key and will no longer be available on your mobile device after you close ANZ Digital Key, which will automatically log you out. 

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

To securely log out of ANZ Digital Key, simply use the Home function on your mobile device to close the app.

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 by tapping Reset from the menu in ANZ Digital Key.

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.

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

You can install ANZ Digital Key on multiple devices, however only one mobile device can be registered to use ANZ Digital Key at a time. If you activate ANZ Digital Key on a new mobile device, it will no longer be usable on the previously registered mobile device.

If your mobile device does not have a camera, you will not be able to use ANZ Digital Key. You will require a mobile device with a camera to utilise ANZ Digital Key.

If you did not receive the activation code by SMS during the activation process, please tap the Generate New Code button on-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 current. 

All users must receive an email confirmation that activation was successful prior to using it to log on or approve. Email will be sent from anzdigitalsecurity@anz.com and may take a couple of minutes to be received.

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.

Upon tapping OK on the page advising that your approval request has been submitted, you will automatically be returned to the ADK logon page, which will prompt your PIN, Face/Touch ID or Fingerprint to be entered.  There is no need to go back into ANZ Digital Key unless you’re prompted to approve another payment. If you have no further approvals, close ANZ Digital Key.

If you have logged into ANZ Digital Key without the need to approve a payment, you will be displayed a screen prompting to scan a QR code. This may occur because you have inadvertently entered your PIN, Face/Touch ID or Fingerprint after completing approval of the previous payment. In this case close ANZ Digital Key as no further action is required.

For security reasons, ANZ Digital Key only recognises the Face ID registered on your mobile device at the time of activation and does not allow a new Face ID to be used. If you have changed the Face ID registered on your mobile device after activating.

You will be unable to scan a QR code if the camera setting on your mobile device is disabled, in which case you will need to:

• enable the camera on your mobile device for use with ANZ Digital Key; and
• reset and reactivate ANZ Digital Key by tapping Reset from the menu in ANZ Digital Key.

If push notifications are switched off for ANZ Digital Key, they will need to be enabled in order for you to receive notifications of a payment requiring approval.

Once you switch on notifications, you may need to resubmit the approval in ANZ Transactive Global or ANZ FX Online channel to ensure you are notified that it requires actioning.

If notifications were not enabled when you activated ANZ Digital Key for the first time on your mobile device, you can either:

• enable notifications on your mobile device settings and then reset and reactivate ANZ Digital Key by tapping Reset from the menu in ANZ Digital Key; or
• approve a payment by scanning the QR code displayed in ANZ Transactive (camera settings must be enabled to do this). 

Example screen to Allow notification on iPhone	Example screen Allow notification on Android

If you received the push notification but deleted it or did not tap on it, resubmit the request for approval in ANZ Transactive 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.