Service Requests Webinar held on 03/04/25 (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.

Q&A's

No	QUESTION	ANSWER
1	Why can't we see Service Requests on our main menu?	Access to Service Requests menu can be managed by your company administrator. Administrators can enable this via User Permissions and Role Permissions. See also Service Requests FAQs.
2	Can you give an example of a typical service request type for a payment? We've never made such requests in the past so are struggling to envisage when we might do so?	There are a multitude of payment service requests. These are broken down into some sub-categories that include: General Enquiry, Trace Payments & Transactions, Investigate Payments & Transactions, Order Books, and Manage Periodical Payments/ Direct Debits. You can learn more about these by viewing our Payment & Transactions Service Requests article in ANZ Digital Services Help.
3	Are we able to set up recurring payment on a weekly basis on ANZ Transactive Global?	Yes - in the Payments & Transactions Service Requests menu is an option to 'Add Periodical/Automatic Payment'. Please refer to the Payments & Transactions Service Requests article in ANZ Digital Services Help for more information and step-by-step instructions.
4	Do we have to have 2 approvers for service requests as the second approver does not know there is a service request to approve?	All organisations require two Users with the appropriate permissions to approve any applicable Digital Channel Service Requests. Please review our Approve and Reject Service Request article in ANZ Digital Services Help for more information.
5	If I don't have the serial number for my Periodical Payment or Automatic payment, where can I find it.	The serial number is the 7 digit provided to you by ANZ at the time of set up. If you are unable to locate your serial number, please reach out to your ANZ representative.
6	How do I ensure that I have 'Delete User' in my menu options?	I would suggest reviewing our User Permissions article to ensure that your required business functions are aligned with the correct Service Requests version. Please note that company managed users will need to be deleted in the Administrations menu.
7	With Automatic Payment is there any way we can add first payment date and a variable amount payment date?	Yes, Periodical/Automatic Payments created via Service Requests can have a variable amount for either the first or last payment. Please refer to the Manage Periodical/Automatic Payments dropdown in the Payments & Transactions Service Requests article in ANZ Digital Services Help for more information.
8	Where can I find the status of the approval for the e.g. add user under the digital channels menu?	The status of all requests will show in the "Request Status" column in the menu the request was created. All status types are available in ANZ Digital Services help - Service Request Statuses.
9	What's the difference for managing users between going through "Service Requests" and going through "Administration" >"User management"?	ANZ managed roles must be managed by ANZ. For these roles, you can submit a service request through the Service Requests menu. Company managed users will need to be managed within the Administration menu, in the User Management screen. You can refer to our User Permissions article in ANZ Digital Services Help for more information.
10	I am unable to select or search for Account Numbers if I try to submit a Service Request. Are you able to advise?	An account may not display in Service Requests for a number of different reasons, for example it has not been assigned to your role or it is not enabled or eligible for Service Requests. Your company administrator can review your Service Request role and may be able to resolve; alternatively please your local ANZ Customer Service Centre or ANZ Representative for further assistance and troubleshooting.
11	I can see my AUD account but not my USD account in Confirmation letter. Do I need to setup something else?	Australian domiciled Foreign Currency Accounts are not eligible for this request type. Please review Eligible Account FAQs in the Service Requests FAQs article in ANZ Digital Services Help.
12	I don't see 'Service Requests' in my main menu. I'm assigned the User/Preparer role—could this option be available only to Admins?	Access to Service Requests menu can be managed by your company administrator. Administrators can enable this via User Permissions and Role Permissions See also Service Requests FAQs
13	Can we order deposit book for accounts through Digital Service Request?	Yes you can. Please refer to the Order Book field in Payments & Transactions Service Requests article to assist you further.
14	Will we get notified by email if there is any service requests?	Email notifications for Service Requests are not currently available, however we can consider this for a future enhancement.
15	If the user I am adding is also a signatory, do I still need to complete "Add paper signatory" under Upload documents menu on top of the "add user" under digital channels menu?	If the user you wish to add a user to ANZ Transactive Global and also a signatory, yes a form will be required to be submitted to ANZ to achieve this. The complete list of paper-based request types are available Upload Documents Service Requests.
16	Do you have any plans to make the service requests for AP's to print as a PDF similar to payment summary?	I think you are referring to whether it is possible to print a summary report for Automatic Payments created in Service Requests - this feature is not currently available but thank you for the question. We will look at this for a possible future enhancement to the Service Requests menu in ANZ Transactive Global.
17	I am setting up a periodic payment on ANZ Transactive Global. I have the full access, but my payment frequency is only showing "monthly". How to have "weekly"?	When you select 'Add Periodical / Automatic Payment' from the Service Requests > Payments and Transactions menu, after selecting the account and entering the Payee Account Details there will be a Frequency drop-down menu containing multiple options for you to select including Daily, Weekly and Fortnightly.