eKYC FAQs

Before ANZ can provide certain digital channel users with access to your company’s financial products or services, ANZ is required to collect information from you to verify your identity.

This process is called “Know Your Customer” or “KYC” and is an important part of the way we manage the risk of fraud and financial crime while also helping us comply with relevant anti-money laundering and counter-terrorism financing laws. To make this as simple as possible, we have introduced eKYC as a convenient, fast and secure way to verify your identity using your compatible mobile device.

To complete eKYC you need to: 

• be 18 years of age or over
• hold one of the following Government-issued hard copy identification documents
  • AU
    • Australian Passport; or 
    • Australian ePassport
    • Full Australian Driver's License - (Not currently accepted for NZ verification)
  • NZ
    • New Zealand Passport; or
    • New Zealand ePassport; or
    • New Zealand Driver's License; or 
    • Australian Passport
• have a compatible mobile device: 
  • For Apple users, eKYC is available on devices running iOS version 15.6.1 or above
  • for Android users, eKYC is available on Android mobile devices running Android 12 or above
  • Safari, Google Chrome or Microsoft Edge mobile browser (latest version recommended)

No. If you do not have a compatible mobile device, you are unable to use eKYC and will need to contact ANZ for further assistance.

There is only one attempt allowed per Identity Verification email. You can request a new Identity Verification email from ANZ if you would like a further eKYC attempt.

After you scan your ePassport, ANZ Digital Key should open automatically so you can continue your identity verification.  If the app does not open, follow the troubleshooting steps below for your mobile device and browser. 

 

Before troubleshooting, make sure: 

• ANZ Digital Key is installed on your device
• You're using the same device that has ANZ Digital Key installed
• NFC is enabled
• You've closed and reopened both your browser and the ANZ Digital Key app

 

Redirected to the App Store or Google Play Store?  

This usually means:

• ANZ Digital Key is not installed
• Your device settings are preventing the app from opening 

To resolve this:

1. Install or update the ANZ Digital Key app
2. Return to your identity verification link and try again 
3. Follow the relevant Android or iPhone troubleshooting steps below if required 

 

iPhone (iOS)  

On iPhone, ANZ Digital Key should open automatically when you scan your ePassport.  If ANZ Digital Key is installed, no additional browser or device settings are required. 

Using Safari

1. Scan your ePassport
2. Tap Open when prompted
3. Continue your identity verification in ANZ Digital Key

 

Using another browser? 

If you're using Chrome, Firefox or another browser on iPhone, try opening the link in Safari. 

 

Android Devices 

Check ANZ Digital Key App Link Settings:

1. Open Settings
2. Select Apps or Applications
3. Select ANZ Digital Key
4. Tap Set as Default (may be labelled Open by default or Opening links)
5. Make sure Open supported links is turned on.

 

Check browser settings:

Browser	What to do
Google Chrome	No additional settings required
Microsoft Edge	Select Open external app if prompted
Firefox	Select Open if prompted
Other browsers	Try Google Chrome, Microsoft Edge or Firefox

 

Still need help? 

Contact ANZ Support for assistance.

Yes. eKYC uses facial recognition to biometrically confirm your identity against your chosen identification document.

Common reasons for the photograph not being accepted include items covering your face such as glasses or a hat, as well as poor lighting or reflections. Please ensure there is nothing covering your face and you have adequate lighting when completing this step.

eKYC is currently available in Australia and New Zealand.

ePassport verification is currently available for customers with an eligible ePassport issued by the following jurisdictions:

Australia	Hungary	Philippines
New Zealand	Iceland	Qatar
Argentina	India	Romania
Austria	Indonesia	Saudi Arabia
Belgium	Ireland	Singapore
Brazil	Italy	Slovak Republic
Bulgaria	Japan	South Korea
Canada	Kuwait	Spain
China	Latvia	Sweden
Croatia	Luxembourg	Switzerland
Czech Republic	Macao, China	Thailand
Finland	Malaysia	Türkiye
France	Netherlands	United Arab Emirates
Georgia	Norway	United Kingdom
Germany	Oman	United States of America
Hong Kong, China	Peru	Vietnam

Please contact ANZ to cancel your eKYC request.

eKYC security measures are designed to prevent confidential information from falling into the wrong hands. Your data is encrypted using advanced protocols and safeguarded with the latest security technology, ensuring the highest level of protection against unauthorized access or breaches. You can learn more about how ANZ keeps your personal information secure by visiting the Security hub.

So that we can verify your identity using eKYC, we need to collect some of your personal information. You can be assured that we'll handle your information in accordance with our Privacy Conditions. Country-specific information on Privacy and Disclosure of Information can be found at: Australia: in the Country Schedule Australia, available from Important resources. New Zealand: in the New Zealand Country Schedule (effective 1 March 2024), available from Transaction banking.

No. Two-Factor Authentication (2FA) is not mandatory for users with a Company Managed profile (password only). These users can continue using their existing sign-in method and do not need to upgrade to an ANZ Managed profile (2FA).
For more information on when 2FA is required, visit our User Types, Roles & Identity Verification article.

To minimise the risk of fraud and identity theft, all Australian State and Territory governments have introduced a DLCN. This is a unique identifier found on your Driver Licence and it is updated every time your licence is re-issued, whether that be due to it being stolen, expired, or reported lost. 

As part of the verification process, your DLCN is checked against Government and non-Government databases to confirm it’s the most recent version. 

The DLCN field is mandatory, so it’s important you know where to find it on your Driver Licence.
 

	ACT The DLCN is found on the front of the licence and runs vertically alongside the photo. It is alphanumeric (both numbers and letters) and displays 10 characters.
	New South Wales The DLCN is found on the front of the licence, on the top-right corner above your photo. It is made up of 10 numbers.
	Northern Territory The DLCN is found on the back of the licence and in the middle of the bottom section, OR on the back, bottom left-hand corner of the licence. It is made up of 6 to 8 numbers.
	Queensland The DLCN is found either on the front of the licence and in the middle of the bottom section, OR on the back, bottom right of the licence. It is alphanumeric (both numbers and letters) and displays 10 characters.
	South Australia The DLCN is found on the back of the licence, on the top-right corner. It is alphanumeric (both numbers and letters) and displays 9 characters.
	Tasmania The DLCN is found on the back of the licence, on the top-right corner. It is alphanumeric (both numbers and letters) and displays 9 characters.
	Victoria The DLCN is found on the back of the licence, on the far right-hand side, just under your birth date, OR on the back of the licence, on the top right-hand corner, on top of your birth date. It is alphanumeric (both numbers and letters) and displays 8 characters.
	Western Australia The DLCN is found on the back of the licence, just above the middle of the card on the right-hand side. It is alphanumeric (both numbers and letters) and can display 8 to 10 characters.

To minimise the risk of fraud and identity theft, New Zealand driver licenses include two key identifiers:

• Driver Licence Number – a unique number that stays the same each time a new licence card is issued.
• Version Number – this changes each time a new licence card is issued.

As part of the identity verification process, both numbers are checked against official databases to confirm the licence is current and valid.  

These fields are mandatory, so it’s important to know where to find them:

• Driver Licence Number is located on the front of the card, in the centre. It’s an 8-character alphanumeric code.
• Version Number is also on the front, to the right of the Driver Licence Number. It’s a 3-digit number.