ANZ Internet Banking - Help http://www.anz.co.id

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Link my Accounts

I want to view my banking and/or credit card accounts in internet banking, how do I link all of my accounts?

All of your banking accounts (including investment) are linked automatically after you register with ANZ Internet Banking. If you have ANZ Credit Card accounts, you can link it to ANZ Internet Banking in one of three ways:

  • Use the account linkage function (under "Request" menu) on ANZ Internet Banking - this will take 24-48 hours.
  • Contact the 24-hour ANZ Call Centre on 0804 1000 269 or (62 21)2758 6777, 24 hours a day, seven days a week - this will be immediate.
  • Visit your nearest ANZ branches for immediate assistance

How do I link my credit card account via ANZ Internet Banking?

Follow these simple steps below to link your accounts
  1. Login to your ANZ Internet Banking account
  2. Select the "Request" menu and choose "Account Linkage"
  3. If any, you will see the existing accounts that have been linked with ANZ Internet Banking. To add your credit card account, press "Add" button at the right bottom of the screen
  4. Select "Credit Card" on the account type, input your "Account Number" and input the characters display in the CAPTCHA image and press "Confirm" . You can click the image if you can't read it to get a new one.
  5. Select "Credit Card" on the account type and input your "Account Number" and press "Confirm"
  6. A dialog box will appear and require you to use your token to complete the activity. Enter token response code to the box and click "Submit". Learn how to use your token here
  7. Now you can view your credit card account information via ANZ Internet Banking

Can I unlink my credit card account via ANZ Internet Banking?

No, you can’t unlink your credit card account from ANZ Internet Banking

Can I link a joint account to ANZ Internet Banking?

Yes, but before that you must check whether your joint account (nevertheless AND/OR) can be accessed through your ATM card and you are able to perform financial transactions (e.g: withdrawal/transfer). If financial transactions can be done via ATM, then you can also perform financial transaction via Internet Banking with your joint account.

Can I link an account that’s held in a different name to my ANZ Internet Banking?

No, you can only link an account with the same name with ANZ Internet Banking. If you wish to link an account in a different name please visit your nearest ANZ branches.

Can I make online payments from my joint account?

Yes. If financial transactions can be done via ATM, then you can also perform financial transaction via Internet Banking from your joint account.
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Security device (token)

Why do I need a Security Device (Token)?

Security Device (Token) is a secure device that generates unique Personal Identification Number (PIN) every time you perform a transaction, thus provides you with high security on every financial and non-financial transaction you do.

How do I get a Security Device (Token)?

Token can be requested via ANZ Internet Banking registration page or directly go to nearest ANZ branches.

Token delivery & pick-up

  • For Jakarta area: 10 working days from your request date
  • Outside Jakarta: 15 working days from your request date
  • Pick-up at branch: 1 working day from your request date

How do I use my Security Device (Token)? What is ‘token response code’?

Security Device (Token) is a security device that will be used to verify every financial transaction via ANZ Internet Banking. Every time you perform financial transaction, a confirmation box will appear and requested you to input "token response code".

I forgot my token PIN, how do I retrieve that?

You can contact our 24-Hour ANZ Call Centre at 0804 1000 269 or (62 21)2758 6777. You can also contact your personal Relationship Manager (RM) or visit the nearest ANZ branch for more assistance.

I have entered token response code 3 times wrong, what happen?

When you entered incorrect token pin for three (3) times, your Security Device (Token) will be blocked and can’t be used. To release the block, you can contact our 24-hour ANZ Call Centre at 0804 1000 269 or (62 21)2758 6777 for direct response.

What if I lost / spoiled my token? How do I obtain new token?

If you lost your token, spoiled, or the battery has drained out, you can replace with a new Security Device (Token) by accessing "Replace" menu in ANZ Internet Banking (under "Request" menu). Learn How to get new token via ANZ Internet Banking Here.

Is there any charge to obtain new token?

You will be charged IDR 100,000 for new token requested.
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Using your Security Device (Token)

Getting started with token

To get familiar with token, please see below information of the device features/buttons:
  1. Display screen
    This screen acts as your main interface to your token.
  2. Number 1 button
    This circled button is the unique design of token which its button’s function is reserved for future use. Currently for Indonesia, it has no particular meaning other than to input number one (1) into the device.
  3. Number 3 button
    This circled button is the unique design of token which its button’s function is reserved for future use. Currently for Indonesia it has no particular meaning other than used to input the number three (3) into the device.
  4. Check Mark button
    This button is used to generate the response number after entering the challenge number from ANZ Internet Banking.
  5. OTP button
    This is a multipurpose button; Press and hold button for 3 seconds to turn on your token. This button is also used as a delete or backward function when entering challenge number into your token and to generate the One Time Password (OTP)
  6. Token serial number
    The number is the unique identifier of your token. You will use this number to activate your token in ANZ Internet Banking.
Terms you need to know:
  • Challenge number is the number generated by ANZ Internet banking when you are about to perform financial transactions, you must input this number into token to continue transaction.
  • Response number is the number generated by your token by pressing check mark button after inputting challenge number.
  • One time password (OTP) is a dynamic number generated by token by pressing OTP button. OTP will be used to activate token trough ANZ Internet Banking - token activation page.
Important notes
  • You need to activate token before use it to perform any online banking transaction.
  • To turn on token, press and hold OTP button for 3 seconds.
  • Your token will be turned off automatically after idle for 45 seconds.
  • You are responsible to safeguard your token.

First time use of token

When you receive token and turn on the device for the first time, the device will ask you to enter initial PIN. This initial PIN indicates that your device is sealed properly.
You will get token initial PIN delivered/handed over to you separately. Once you get the initial PIN mailer, please follow these steps:

Step 1:

Ensure the token serial number matches the serial number printed on the front side of token PIN mailer.

Step 2:
Tear off your PIN mailer to see the token PIN number printed inside the PIN mailer.

Step 3:
Turn on token by pressing and holding the OTP button for 3 seconds and you will be asked to input the 6 digits initial PIN.

Step 4:
Input the 6 digits initial PIN from the PIN mailer to your token. Please note, you will only have 3 attempts to input the correct initial PIN number or your token will be locked.

Step 5:
Upon inputting the initial PIN to your token, you will be asked to change the initial PIN with your own 6 digits personal PIN. Your token will then display "NEW PIN" in the upper right side.

After that, input your own PIN and press check mark button

Step 6:
Confirm your own PIN by re-entering the number.

Step 7:

When you have successfully entered the new PIN, your device will display ‘ANZ’. Now, you can use the new PIN every time you use token.
Important notes

If you receive a new token that do not request for initial PIN, please don’t activate the token and call 24-Hour ANZ.

Call Centre 0804 1000 269 or (62 21)2758 6777 or visit nearest ANZ branch. Your initial PIN will be sent / handed over separately from your token.
  • You are not allowed to use sequential number for your PIN e.g. 123456.
  • You are not allowed to use repeated number for your PIN e.g. 111111.
  • Do not use your birthday date as your PIN.
  • Never write down or record your PIN.
  • Never disclose your PIN to anyone else.
After changing initial PIN, you need to activate token before you can use it to perform transaction through ANZ Internet Banking. Please follow these steps to activate token:
  • Step 1:
    Login to ANZ Internet Banking and choose menu Request ---> Security Device (Token) ---> Activate.
  • Step 2:
    Input your token serial number to the serial number field in ANZ Internet Banking. Your token serial number is located at the back lower left side of the device.
  • Step 3:
    Turn on token by pressing and holding the OTP button for 3 seconds. Then, input your token PIN and you will see ‘ANZ’ displayed in the token screen.
  • Step 4:
    Press OTP button again, your token will then display 6 digits number. Input the number displayed in token to the response number field in ANZ Internet Banking.
  • Step 5:
  • Submit your request by pressing Activate button, and you will get a message that you have successfully activated your token.
Important notes
Token activation can only be performed 1 (one) time once you have received the device. For security purpose, never give/borrow your token to anyone else.

Transact using token

Once you have activated token, you can use it to perform any online banking transaction you need.
  • Step 1:
    Turn on token by pressing the OTP button and hold it for 3 seconds.
  • Step 2:
    Enter your token PIN and then token will display ‘ANZ’.
  • Step 3:
    Press check mark button to switch to challenge response mode.
  • Step 4:
    Input the challenge number from ANZ Internet Banking and press check mark button again to get the response number from token. Use OTP button to delete if you have mistakenly input the wrong challenge number.
  • Step 5:
    Input the response number displayed in your token to ANZ Internet Banking response number field.
  • Step 6:
  • Click Submit to process your transaction.
The challenge number and the response number from token will only valid for a limited period of time. Input your response number immediately or you will need to re-input the transaction to get the new challenge number.
Important notes
You have 3 attempts to input response number for every transaction. On the third false attempt, your token will be blocked and you need to call 24-Hour ANZ Call Centre 0804 1000 269 or (62 21)2758 6777 or visit ANZ nearest branch to release the block.
Security tips when transacting:
  • Turn off token when not in use.
  • Always check your Internet Banking correspondence email for transaction notification message.

Locked token

Every time you input a wrong PIN, the device will display the number of failed attempt; "FAIL 1" will be displayed on your first attempt, then "FAIL 2" will be displayed on your second false attempt.
Your token will be locked if you make 3 (three) false attempts on your token PIN. This is a preventive action by ANZ as a protection from misuse of token by unauthorised individual.

When token displays "LOCK PIN" and "FAIL 3", it indicates that your PIN is locked due to exceeding maximum false attempts. You will need to turn o_ and turn on the token again. The token then will display 7 digits "unlock challenge".

To unlock token, please visit ANZ nearest branch or call 24-Hour ANZ Call Centre 0804 1000 269 atau (62 21)2758 6777. Then follow the following steps:

  • Step 1:
    Turn on token and our ANZ call centre or branch officer will ask you to mention the 7 digits "unlock challenge" displayed in your token.
  • Step 2:
    You will also be asked to mention the 10 digits token serial number located at the back lower left side of your device.
  • Step 3:
    ANZ officer will then provide you with 7 digits number to unlock token. Press the OTP button and input the unlock number provided earlier.
  • Step 4:
    After your token released, enter the new PIN to reset your token PIN and press the check mark button for confirmation.
  • Step 5:
    Re-enter new PIN if the device displays "FAIL 1", this indicates that the PIN confirmation you entered does not matched with the previous PIN you have entered.
  • Step 6:
    Your device will display "ANZ", means you have successfully unlocked the device.
Important notes
Never attempt to input random number to unlock your token. There will be maximum 3 (three) attempts to unlock the device or token will be permanently locked and you need to request for token replacement.

Replacement for Damage or Loss token

In case of a loss or damaged token, you may request for a device replacement through ANZ Internet Banking. Please follow below steps to request token replacement.
  • Step 1:
    Login to ANZ Internet Banking ---> choose request menu ---> Security Device (Token) ---> Replace.
  • Step 2:
    Select your replacement reason whether it is loss or damage.
  • Step 3:
    Select account that will be debited for replacement charges.
  • Step 4:
    Select whether you want your token to be delivered to your mailing address or picked up at ANZ nearest branch.
  • Step 5:
    Click Submit to complete your request.
  • Once received token replacement, you must activate the device again before you can use it. Click here to see the activation steps.
Important notes
If you select the token replacement to be delivered to your mailing address, please ensure that the address is correct. Our recommendation is to pick up the token in ANZ nearest branch. Token replacement can be collected within 1 business day after submitting token replacement request.

Change Token PIN

It is recommended to regularly change your token PIN to maintain its security. Please follow below steps to change the token PIN.
  • Step 1:
    Turn on token by pressing and holding OTP button for 3 seconds then input your PIN until token displays "ANZ" in the LCD screen.
  • Step 2:
    Press and hold button number 8 for 2 seconds. Your token will then display "NEW PIN" indicates that the device is waiting for new PIN.
  • Step 3:
    Enter your 6 digits new PIN by using button 0 to 9 then press check mark button. If token displays "not SAFE", it indicates that new PIN is considered not secure. This is one of the security measures to protect you. Your PIN is considered as not safe if you use repeated numbers e.g. 111111, 22222 or sequenced number e.g. 123456. Click here to learn more about Token Security
  • Step 4:
    Your token will display "PIN CONF", indicates that the device is waiting for new PIN confirmation.
  • Step 5:
    Confirm new PIN by using button 0 to 9. Press check mark button to con_rm the number you have entered. If token displays "FAIL Pin", it indicates that the new PIN confirmation does not match with the new PIN you have entered previously.
  • Step 6:
  • You have successfully changed your PIN and the device will display "ANZ". Now you can use your new PIN for your online banking transaction needs.

Frequently asked questions

How do I turn-on/off my token?
To turn on token, press and hold OTP button for 3 seconds. Your device will automatically turned off after idle for 45 seconds or you can press OTP button and hold it for 10 seconds if you want the device turned off immediately.
The response or challenge number on the LCD display has been disappeared after a while, what happened?
As a security measure, there is a limited display time for each response number to be displayed on the LCD screen. If the response number disappears, simply generate the number in your token.
I keep getting message "Token response number is invalid" when transacting in ANZ Internet Banking, what should I do?
This may happen if you have entered an invalid response number into the screen. Please check the response number displayed on your token and re-enter a valid response number to process the verification. If the number still can not be verified, please call 24-Hour ANZ Call Centre 0804 1000 269 or (62 21)2758 6777 or visit ANZ nearest branch.
I keep getting message "Token blocked" in the Internet Banking screen when transacting, please help me…

The error message indicates that your token is blocked because you have made 3 (three) false attempts when inputting response number during transaction.

If you are strongly believe that you did NOT made 3 (three) wrong inputs, there might be a chance that your ANZ Internet Banking account has been exposed to unauthorised individual. Immediately change your ANZ Internet Banking password and call 24-Hour ANZ Call Centre 0804 1000 269 or (62 21)2758 6777 or visit ANZ nearest branch.
When will the battery of token expire?
The battery in the token can last for 3 (three) to 5 (five) years, depending on the frequency of the usage. The "BATT" message will be prompted when the battery of your token is running low. Please log on to ANZ Internet Banking and request for a replacement of token. Click here to learn more about token replacement
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Cheque Book Request

Can I request for Cheque Book from Internet Banking?

Yes. We make it easy for you to request Cheque Book or Bilyet Giro online from Internet Banking.
  • Go to "Request" menu.
  • Select "Cheque Book/Bilyet Giro" section and follow the steps below.
Step 1 - Select the accounts you would like payment from
  • Account: select the account to payment from, using the drop down list.
  • You can check your balance prior the transfer to avoid insufficient fund message. Click "Check Balance" button. Internet Banking will display pop-up window your balance.

Step 2 - Provide detail request

  • Type: select the product type (Cheque Book or Bilyet Giro) using radio button.
  • Quantity: enter the number of quantity here.
  • Pick Up at Branch: select "City" of the branch and "Branch" from the drop down list.
  • Click "Confirm" to confirm the data entry.
Step 3 - Review detail request
Review all your information to ensure it is correct.
  • If you notice mistakes click "Back" and re-enter the correct details following steps 1-2.
  • Token Response Code: enter the correct token response code as displayed in your token.
  • Click "Submit" button to execute the transaction.

How many Cheque Book or Bilyet Giro can I request?

Maximum cheque book or bilyet giros that can be requested are 99 pieces. You may refer the information in the section "Fees and Charges". Click here for further information.

From which account the cost will be deducted from?

You may select which account to be deducted directly from the available Internet Banking menu.

Is it possible to delivery to my correspondence address?

No. You can only pick up the cheque book or bilyet giros at your preferred branch. You can select the branch from the Request menu via internet banking

When can I pick up the cheque book or bilyet giros?

  • For Jakarta Area: Cheque book or bilyet giros are ready for pick up within 2 - 3 days from your request date
  • Outside Jakarta: Cheque book or bilyet giros are ready for pick up within 2 - 5 days from your request date
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Installment Conversion

How to convert your Credit Card transaction to Installment?

  • Go to "Request" menu.
  • Select "Installment Conversion" section and follow the steps below.
Step 1 - Select Credit Card number you wished to convert

Step 2 - Select transaction you wished to convert and click "Install Now" button

Step 3 - Select tenor and interest you are wished and confirm
Step 4 - Review your request summary, and submit your Installment conversion request.

Do I have to use Token (Security Device) to perform instalment conversion through ANZ Internet Banking?

No. You don’t have to use Token (Security Device) to perform instalment conversion

Why some of my credit cards are not listed in installment conversion menu?

Your card can be blocked/inactive/not eligible for instalment. Only non blocked/active/eligible card eligible for instalment.

Not eligible credit card: ANZ iPay Card

Contact 24-Hour ANZ Call Centre 0804 1000 269 or (62 21)2758 6777 to check your credit card status.

Why some of my transactions are not listed for installment conversion?

Only eligible transactions are listed for instalment conversion. Below are the basic criteria:
  • Transaction is 14 days before posting date. Posting date is vary depends on the merchant
  • Transaction is retail transactions (Not cash advance transaction)
  • Minimum transaction amount is IDR 300,000
  • Non iPay or iCash card
  • Transactions are not yet converted to instalment

Can I change my installment tenor and interest plan after submitted the request from ANZ Internet Banking?

No. You can not change the instalment plan once you have submitted the request through ANZ Internet Banking

Can I cancel my installment plan in Internet Banking?

No. Installment cancellation need to be requested via ANZ Call Center and will be charge (IDR 200,000) upon successful cancellation.

Is there any fees/charges occur for Installment Conversion request via ANZ Internet Banking?

Yes, Installment conversion request via ANZ Internet Banking will be charge a fee of IDR 5,000/request. You may refer to the terms & conditions.

For Billed transactions that converted to installment, how much should I pay for the statement due?

Your statement due amount will be deducted by total amount that converted to installment


Illustration

Your billing statement date: 1 July 2013

Your billing due date: 16 July 2013

Your billing statement amount: IDR 5,000,000

Transaction amount that you wish to convert (single transaction): IDR 600,000 (3-month installment, IDR 200,000/month)


Total billing statement amount until 16th July 2013 is: IDR 5,000,000 – IDR 600,000 = IDR 4,400,000


New instalment amount will be recorded on the next cycle (1 August 2013) IDR 200,000 (until October 2013)

How do I know whether my Installment Conversion request is successfully executed or not?

You will receive email notification within 24-48 hours upon submission of Installment Conversion request in ANZ Internet Banking.

Why I keep getting this error message whenever I open Installment Conversion menu?

Based on our policy, Installment Conversion can’t be performed on following date of cycle:

(1) Billing Date -1

(2) Billing Date

(3) Billing Date +1


For example, your billing date is 1 July. Then, you may not be able to access Installment Conversion Request menu on ANZ Internet Banking OR via ANZ Call Center on following date:

(1) 30 June

(2) 1 July

(3) 2 July


Installment conversion request will be accessible starting 3 July onwards.

How do I check ALL of my Installment Conversion requests that I performed through ANZ Internet Banking?

You can search all your installment conversion transcations via following menu:


(1) Online Transaction Detail

Information menu > Select Online Transaction Detail > In ‘financial activity’ tab under ‘function’ dropdown, select Installment Conversion.


(2) Financial Activity Report

Transfer & Payments Menu > Transaction Status > on the ‘function’ drop down, select Installment Conversion Request

Why there’s certain transactions that show different installment rate eventhough the tenor is the same?

Instalment plan may vary depending on your transactions type or current installment promotion that available. Please check terms & conditions of program or contact 24-Hour ANZ Call Center to check the installment plan on particular transactions.
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The provision of products and services subjects to the laws and regulations of
the Republic of Indonesia and the banking license of
PT Bank ANZ Indonesia.