Frequently Asked Questions.

About ANZ goMoney

What is ANZ goMoney?
It’s an ANZ App for the iPhone that offers a fast, simple and convenient mobile banking experience. With ANZ goMoney, you can check your account balances and transaction history, transfer money between your accounts, pay your bills using BPAY® as well as make payments to other people using their Australian BSB and account number or just their mobile phone number. The recipient doesn’t even need to bank with ANZ - they simply need to hold an Australian bank account and an active mobile phone number.

ANZ goMoney includes the following features:
  • Login with a four-digit PIN
  • Check balances and transactions
  • Transfer between your ANZ accounts
  • BPAY® bill payments
  • Send and receive mobile payments
  • Save & email receipts for payments made
  • Personalise your accounts with photos and names that suit you
  • Integration with your Bill & Payee lists on ANZ Internet Banking
  • Support for the iPhone 4 retina display
How much does ANZ goMoney cost?
The ANZ goMoney app is free to download from Apple’s iTunes App Store. Please note that in downloading and using the app, you may be subject to the relevant mobile data-usage plan stipulated by your mobile telecommunications provider. In turn, any potential charges in this regard are solely your responsibility.
In the event that ANZ decides to apply fees and charges to this service, you will be advised prior to this occurring.
Will it work on other mobile phones?
ANZ goMoney has been specifically designed for the iPhone. However, we are currently looking into making the App available on other devices.
In the meantime, Android users can access ANZ's Mobile Banking via www.anz.com on their mobile or getting the ANZ Mobile Banking app on the Android Market Place. ANZ TXT Banking is also available for other mobile users and provides a quick, easy way for you to check your account balance of up to three ANZ accounts and the last five transactions for each linked account using your existing mobile phone handset.
Can I register ANZ goMoney on more than one phone/device?
When you register for ANZ goMoney we link your Customer Registration Number to that iPhone, which means that CRN will only work on one iPhone.
Can I use ANZ goMoney if I have a joint account?
Yes, ANZ goMoney can still be used if you are a joint account holder.
  • If only one of you want to register then you simply need to follow the normal registration process
  • If you both want to use ANZ goMoney you will need separate Customer Registration Numbers (CRNs). If you are currently sharing a CRN you will need to get an additional CRN linked to your joint account. Please call 13 33 50 24/7 to set this up.
Can I use ANZ goMoney if I am a Small Business customer?
Yes, all you need is your CRN (customer registration number) and an ANZ Internet Banking password or Telecode.
Can I use ANZ goMoney if I am an Internet Banking for Business customer?
No, ANZ goMoney does not support the full suite of Internet Banking for Business. If you have any concerns/queries, please call the Internet Banking for Business Helpdesk on 1800 269 242, weekdays 8am to 8pm (AEST).
What's changed in the latest update to ANZ goMoney?
In version 1.2 of ANZ goMoney, we've updated to include:
  • BPAY® - We've added BPay® functionality so now you can pay your bills when and where it suits you.
  • Easier to find your transactions - we've added a search functionality.
  • Do more with your transaction receipts - you can save, email and print your receipts.
  • Enhanced user experience - we've got better graphics and improved our interface.
  • Better integration with your ANZ Internet Banking - now you can save & retrieve your list of billers and payees both to and from ANZ Internet Banking.
  • Ability to rename accounts using up to 54 language e.g. Chinese if it's supported by your iPhone keyboard.
  • Increased transaction history - you can now view up to 120 days of history.
  • Even more personalisation - your accounts can now be re-ordered to suit your needs.
  • More functionality for your ANZ Online Investment account - you can now view transaction history and make deposits of up to $100 per transaction.

Getting started

What do I need to use ANZ goMoney?
You’ll need:
  • Your ANZ CRN (customer registration number) and Telecode or Internet Banking password.
  • An iPhone and an in-use mobile phone number. (Please note that, to use the app, the minimum requirements are an iPhone 3G with iPhone OS 3.1.2 (or more recent) that’s enabled for cellular or wireless Internet connection.)
Please note that to use ANZ goMoney’s Pay to Mobile feature (or ‘mobile payments’), you will also need an ANZ transaction account.
How do I get ANZ goMoney?
All you need to do is download it from Apple’s iTunes App Store (or you can search for ANZ goMoney within the iTunes App Store). Once you download the app and first open it on your iPhone, you will be prompted to a one-off registration process to activate ANZ goMoney, which includes setting up a four-digit security PIN. This should only take a couple of minutes to complete.
Error message while registering
When attempting to register you may receive this message. “This mobile number is currently registered in our system. Please enter another number or call 13 33 50 to speak to an ANZ Phone Banking specialist to resolve this.”
This error message may be presented if you have previously registered for one of our mobile banking services (TXT-Banking or M-Banking). Call us on 13 33 50, 24/7 to resolve the issue.
What is the registration process?
  • Enter your CRN and password.
  • Choose your main Pay to Mobile account. This is where you will send payments you receive via ANZ goMoney will be deposited into from and receive payments to using ANZ goMoney (this can be changed anytime by going into your settings preferences).
  • Set your 4-digit security PIN.
  • Add your mobile phone number.
  • Receive activation code and details on how to obtain a copy of the T&C’s (sent to your phone).
  • Activate ANZ goMoney by entering the activation code sent to your nominated mobile phone number.
What is an activation code?
An activation code is a secure 4 digit code sent to you from ANZ as part of the registration process. It links the phone number to the app.
What if I don’t receive an activation code?
The length of time it takes to receive your activation code is dependent on your mobile carrier. If you still haven’t received your activation code after an hour you can request a new code through ANZ goMoney by selecting the “need help” text at the bottom of the screen. If you are still having issues contact ANZ on 13 33 50, 24 hours a day, seven days a week.
What happens if I enter the activation code incorrectly?
You have three attempts to enter in an activation code correctly, if you enter your activation code incorrectly more than three times you’ll have to request a new one. To request a new activation code contact ANZ on 13 33 50, 24 hours a day, seven days a week to identify yourself and receive a new activation code.
Do I need to be an ANZ customer to use the App?
Yes. To get started with ANZ goMoney, you need to be registered for ANZ Internet Banking or ANZ Phone Banking with an ANZ transaction account.
Not registered for either of these services? Please visit www.anz.com, any ANZ branch or call 13 33 50. To use the app’s Pay to Mobile feature (or ‘mobile payments’), you’ll need an ANZ transaction account.
Not an ANZ customer? To find out more about opening an ANZ account that suits your needs, check out our everyday banking products, visit any ANZ branch or call 13 33 50.
Why do I need a mobile phone number to use ANZ goMoney?
ANZ links your mobile phone number with the ANZ account that you choose in order to process mobile payments made to your mobile number by another registered ANZ goMoney customer.
Can I use ANZ goMoney on more than one phone?
No. For security reasons, ANZ goMoney can only be registered on one device.
Can I use this on my iPod Touch?
ANZ goMoney is not developed for or supported on the iPod Touch devices. Given this, ANZ does not recommend downloading ANZ goMoney for your iPod Touch device.
How do I upgrade?
Upgrading ANZ goMoney uses the same process as upgrading other iPhone apps. The App Store app on your iPhone will indicate when there are updates available by showing an alert badge on top of the App Store app icon. You can then update the app from your iPhone or from iTunes on your computer. You must be connected to the Internet to upgrade apps.

From your iPhone:
  • Open the App Store app
  • At the bottom of the screen, tap "Updates"
  • If "ANZ goMoney" is listed, tap "ANZ goMoney" to see more information about the update
  • Tap "Update" to upgrade to the latest version
From your computer:
  • Connect your phone to your computer
  • Open iTunes
  • Select "Apps"
  • At the bottom of the screen, press "Check for Updates"
  • If "ANZ goMoney" is listed, press the "Get Update" to upgrade to the latest version

Accessibility for VoiceOver users

Will ANZ goMoney work if I am a VoiceOver user?
Yes ANZ GoMoney functionality is accessible using VoiceOver, with the exception of the following:

Learn more screens (All versions of iOS)

The ‘Learn more’ screens can be read by VoiceOver, the page indicators cannot. For Example, ‘Page one of three’. To navigate through the ‘Learn more’ screens, use a three finger swipe to the right to move forward and a three finger swipe left, to move backward.

Recent transaction list (iOS5 only)

As you flick through the ‘transaction history’ screen, the dates will be announced by VoiceOver, however the transactions themselves under each date are not, although a click is heard for each transaction. Once you have found the date you are interested in, flick once more to the right. This will put focus on the first transaction under that specific date. You can then double tap to open the ‘Detailed transaction history’ screen, which is fully accessible to VoiceOver. There are ‘Next’ and ‘Previous’ arrow buttons near the bottom right and left of the screen respectively. These buttons will allow you to move to the next and previous transactions, while staying in the fully accessible ‘Detailed transaction history’ view.

Pay anyone and biller lists (iOS5 only)

The ‘Pay anyone’ and ‘Billers’ lists are organized in alphabetical order. As you flick through the lists, the letters are announced by VoiceOver, however only a click is heard for the pay anyone or billers name. However, double tapping on the appropriate spot will enter the correct details. You can confirm the details are correct by reviewing the screen after double tapping. e.g. If in your bill payees list under the letter M, you had the following two entries, Melbourne Water and Melbourne Electricity: When you flick to the letter M, VoiceOver will announce it. If you flick one more to the right, you will hear a click, but because your billers are organized in alphabetical order, you would know the focus is now on Melbourne electricity. Flicking once more to the right and focus will move to Melbourne water. Double tapping here, will enter the Melbourne Water details in to the bill pay form.
If you need assistance using the app please call us on 13 33 50, 24/7.

ANZ goMoney features

What can I do using ANZ goMoney?
The app lets you:
  • Check the balances of your ANZ accounts.
  • View transaction history (up to 120 days).
  • Transfer money between your ANZ accounts.
  • Make payments to people using Pay Anyone.
  • Make mobile payments.
  • Pay your bills using BPAY®
  • Personalise your account names and add photos.
What types of payment can I make using ANZ goMoney?
  • Pay Bills using BPAY®. Using the biller code and reference number on the bill.
  • Pay to Mobile (or ‘mobile payments’). All you need is the person’s mobile number. Please see the Pay to Mobile section for details
  • Pay Anyone. Using the recipient’s Australian BSB and account number.
  • Transfers between your ANZ accounts.
Please note that this refers to payments made within Australia.
Can I make payments to international accounts?
No. If you need to send money overseas you can use the International Payments function within ANZ Internet Banking.
Can I make a payment to an ANZ account held in other countries where ANZ operates?
No, you can only make payments to Australian banks accounts or mobile phone numbers. If you need to send money overseas you can use the International Payments function within ANZ Internet Banking.
Can I make a future-dated payment?
No, these can’t be made using ANZ goMoney. You can make future-dated payments within ANZ Internet Banking.
Is there a payment limit?
Yes, there is. The daily limit for all ANZ goMoney Pay Anyone payments is $1,000 in total.
For BPAY® the limit is $10,000 per transaction and $15,000 in total per day.
Will my bill and payee lists be synchronised between ANZ Internet Banking and ANZ goMoney?
Yes, your bill and payee lists will be available when you go to make a payment, by pressing the "+" button on the payment screen. And these lists will be synchronised between ANZ goMoney and Internet Banking - if you change or add a bill in ANZ goMoney, it will appear in ANZ Internet Banking the next time you log in. The same applies if you make a change in ANZ Internet Banking - the changes will appear in ANZ goMoney the next time you login.
How do I personalise my bank accounts with photos or languages?
To personalise your bank accounts with your photos, once you're logged into ANZ goMoney, go to the Accounts page and turn your iPhone to landscape view.In this view, you will see, a camera icon on the bottom left of your screen. Tap the camera icon and you now have a choice of personalising your accounts with an ANZ image, a photo from the photo album on your iPhone or by taking a new photo. ANZ goMoney also allows you to enter any character that your iPhone allows into the account name field. Chinese. Thai. English. If it's on your iPhone keyboard, you can use it in your ANZ goMoney account name. To rename your bank accounts in a different language, you will first need to ensure you have the language you want to use set up as a Keyboard in your iPhone settings (under General).Then once logged into ANZ goMoney, in the Accounts screen, hit 'Edit', tap the Account that you want to rename, tap the 'World' icon on your keyboard and you can now rename the Account name in the different languages.
Will my personalised account names be synchronised between ANZ Internet Banking and ANZ goMoney?
No, not at this stage.

Pay to Mobile (or ‘mobile payments’)

Who can I send mobile payments to?
You can use the Pay to Mobile feature to send money to anyone who has an in-use mobile phone number and holds a bank account with any Australian financial institution. Once you’ve made the payment using ANZ goMoney:
  • If the recipient is registered for ANZ goMoney, they’ll receive an SMS notification from ANZ that a mobile payment has been made (from you) into their nominated main ANZ account. The money is normally deposited into this account overnight. However, this can take up to one business day.
  • If the recipient isn’t registered for ANZ goMoney, they’ll receive an SMS notification from ANZ advising them that you’ve sent them a mobile payment.
    • You’ll then need to pass on the recipient’s secure one-off Collection Code. You’ll receive this when you make the payment (you can view this in the ‘Uncollected Payments’ screen within the app).
    • The recipient then needs to visit the secure ANZ goMoney Claim Payment website - collect.anz.com - with this Collection Code, the payment details outlined in the SMS, their BSB and account number to collect the payment. The timing of when funds are available in the recipient’s account will ultimately be dependant on the recipient’s financial institution. (Please note that the recipient doesn’t need to bank with ANZ.)
Does the recipient need ANZ goMoney?
No. They simply need to hold a bank account with an Australian financial institution and have an in-use mobile phone number.
Does the recipient need to hold an ANZ account?
No. The recipient just needs to hold a bank account with an Australian financial institution.
When I make a mobile payment, what happens to the money?
It’s taken out of your account as soon as you make a mobile payment. However, please note the following:
  • If you’re making a payment to another ANZ goMoney customer, the payment is normally processed overnight. However, this can take up to one business day.
  • If you’re making a payment to another ANZ customer who doesn’t use ANZ goMoney, once they’ve collected their payment through ANZ’s Claim Payment website - collect.anz.com - the payment is normally processed overnight and available the following business day.
  • If the payment is made to an account held with another Australian financial institution, the timing of when funds are available in the recipient’s account will ultimately be dependant on the recipient’s financial institution.
  • If the person you made the mobile payment to doesn’t collect the payment within seven days of receiving the SMS notification from ANZ, it will simply be returned to the ANZ account you originally sent the payment from.
What is the maximum amount of money I can send using the Pay to Mobile feature?
The daily limit for ANZ goMoney is $1,000. This applies to both the Pay to Mobile and Pay Anyone features.Note: for BPAY® the limit is $10,000 per transaction and $15,000 in total per day.
What if I make a mobile payment to the wrong mobile number?
You can check the Uncollected Payments screen within ANZ goMoney to see who the payment was made to. Here, you can see:
  • If a payment is showing in this list, it hasn’t been collected. If this is the case, the payment can’t be collected without the secure Collection Code, which only you know. If you don’t pass this code on, the funds will be returned to your ANZ account after seven days of the recipient receiving the SMS notification from ANZ.
  • If the payment isn’t showing in the Uncollected Payments screen then the payment has been made to someone. If this is the case, please contact ANZ on 13 33 50, 24/7 to make a payment dispute.
I have a credit card. Can I make mobile payments via the Pay to Mobile feature?
No. You can only make pay to mobile payments from an ANZ transaction account.
Can I register to receive mobile payments only?
No, not at this stage.
How long does it take for the mobile payment to be deposited into the recipient’s account?
Once they successfully claimed the payment from the ANZ Claim Payment website - collect.anz.com - the availability of these funds is dependent upon the recipient’s financial institution.
I’ve just sent someone a mobile payment. How are they notified about this?
  • If the recipient is registered for ANZ goMoney, they’ll receive an SMS notification from ANZ that the payment has been made into their account.
  • If the recipient isn’t registered for ANZ goMoney, they’ll receive an SMS notification from ANZ advising them that you’ve sent them a mobile payment, which they’ll then need to collect from the ANZ Claim Payment site, collect.anz.com.
Will I be notified when a mobile payment has been collected?
No. However, any payments you’ve made that haven’t been collected can be viewed within the Uncollected Payments screen within ANZ goMoney.
What happens if the mobile payment I’ve sent isn’t collected?
If the recipient doesn’t claim their mobile payment within seven days of receiving the SMS notification from ANZ, it will simply be returned to the ANZ account you originally sent the payment from.
How can I track the mobile payments I’ve made?
You can do this by checking your transaction history for each of your relevant ANZ accounts within ANZ goMoney. Also, if you want to track mobile payments that you’ve made that have yet to be collected, you can view these with the Uncollected Payments screen within ANZ goMoney. Also, an alert badge will appear on the Pay to Mobile button inside ANZ goMoney whenever there are uncollected payments.
Do I get a receipt for mobile payments?
Yes. Once you’ve successfully made a mobile payment, a receipt screen will appear.. If you'd like a record of the receipt, press the action button at the top of the receipt screen to save the receipt to your photo library or email it to yourself.
Rather than call, can I SMS the Collection Code to the person I’m paying?
ANZ recommends that you call the recipient (or, speak to them in person) to give them their secure Collection Code.
Will my payment information be listed on my mobile phone bill statement?
No. Your payment information for ANZ goMoney will only appear on the bank account statement relevant to the accounts you use within the app, not in the mobile phone bill statement supplied by your mobile telecommunications provider.

Collecting mobile payments

What do I need to be able to collect a mobile payment?
If you’re not an ANZ goMoney customer, you’ll need to visit the ANZ Claim Payment site. Here, you’ll need:
  • Your BSB and account number.
  • Your secure one-off Collection Code (the person making the payment will pass this on to you).
  • The amount the payment is for (this will be outlined in the SMS notification you receive from ANZ).
  • Your mobile phone number.
What is https://collect.anz.com and is it an official ANZ site?
It’s the ANZ Claim Payment site and works in conjunction with ANZ goMoney and, yes, it’s an official ANZ website. Should you have any concerns, you can navigate your way to the ANZ Claim Payment site through www.anz.com. The Claim Payment site is where you go to collect payments made to you if you are not an ANZ goMoney user.
Please note that if you are using ANZ goMoney with a non-transaction account (e.g. a credit card), then you will also need to collect mobile payments made to you via the Claim Payment website.
How did ANZ get my mobile number?
The person sending you the mobile payment (the sender) is an ANZ customer and, in turn, provided your mobile phone number so that ANZ could notify you that they’ve sent you money.
ANZ only uses your mobile phone number to send you an SMS notification that you’ve been sent a mobile payment using ANZ goMoney, as well as to identify you when you collect it.
I’ve received a mobile payment. How do I know when I’ve been paid?
Provided that you’ve entered the relevant details correctly - your bank account details, the secure Collection Code, payment amount and all the steps throughout the mobile payment-collection process - the funds will normally appear in the account you choose within one to three business days. Please note that the timing of when funds are available in your account will ultimately be dependant on your financial institution.
Who sent me this mobile payment?
The name of the sender (an ANZ customer) is included in the SMS notification you’ve received from ANZ. Please note that the sender has been advised by ANZ goMoney to contact you to pass on your secure one-off Collection Code.
If, for whatever reason, they don’t pass this code on, you will not be able to retrieve the payment from the ANZ Claim Payment site.
What is a Collection Code and how do I receive it?
This is a secure one-off code (a four-digit number) that the sender will pass on to you. You need this, plus the additional information outlined in the SMS notification you received from ANZ to collect the payment.
Why does ANZ need my BSB and account number?
This is so that ANZ knows which bank account you would like the mobile payment to be deposited into.
Does ANZ keep a record of my BSB and account number?
Yes. ANZ keeps a record of the payment details, including your BSB and account details, in the unlikely event that there is an issue with the payment at a later date.
Do I need to be registered for ANZ goMoney to receive mobile payments?
No. You simply need to hold a bank account with an Australian financial institution and have an in-use mobile phone number.
Can I register my bank account details to automatically receive mobile payments?
No. If you’re not an ANZ goMoney customer, you need to follow this process:
Visit the ANZ Claim Payment website. Here, you’ll need to provide the following.
  • Your BSB and account number.
  • Your secure one-off Collection Code (the person making the payment will pass this on to you).
  • The amount the payment is for (this will be outlined in the SMS notification you receive from ANZ).
  • Your mobile phone number.
I have received a mobile payment, but it has expired.
If, for whatever reason, you’re unable to collect a payment within seven days of receiving the SMS notification from ANZ, the payment will expire and be returned to the sender’s ANZ account. In this event, ANZ recommends that you contact the sender and ask them to make the payment again.
What if I enter the wrong BSB and/or account number at the ANZ Claim Payment site?
You’ll need to let the sender know immediately, as they’ll need to contact ANZ on 13 33 50 to raise a payment dispute.

Security

What happens if I lose my iPhone or it’s stolen?
Please notify ANZ by calling 13 33 50, 24/7, and ANZ goMoney will be disabled immediately. Please note that ANZ goMoney is securely protected by a four-digit PIN that you choose when you set up the app and only you know. Please also note that you should not disclose this PIN to anyone.
Is my personal banking information stored on my iPhone?
No, as using ANZ goMoney is session based. This means that as soon as you close the app, all of your banking information is no longer available on your iPhone.
Is my ANZ goMoney PIN the same as my ANZ debit card PIN?
This will depend on what four-digit PIN you choose when you set up ANZ goMoney. ANZ recommends that you do not use the same PIN.
If someone gets hold of my iPhone, can they access my personal banking details?
No, so long as you haven’t disclosed the four-digit PIN you’ve set up for ANZ goMoney.
What can I do to protect my iPhone?
ANZ recommends that you have a PIN set up to access your iPhone. Please note that you should not disclose this to anyone. Please also note that this is a separate PIN to the one you set up within ANZ goMoney.
Are mobile payments safe?
Yes. ANZ has implemented security that requires customers to register before using ANZ goMoney, PIN protection of your banking details, high-grade encryption and a secure one-off Collection Code as part of the mobile payment-collection service.
How do I know the SMS I’ve received is really from ANZ?
There are ways to ensure that the SMS is legitimately from ANZ.
  • The SMS will come from ANZ (or +61 447 872 333 if you receive this SMS internationally).
  • The SMS should include the name of the person sending you the mobile payment.
  • The SMS will never ask you to respond to the SMS. We will always direct you to the ANZ Claim Payment site - https://collect.anz.com - to collect your payment. You can type this URL directly into your browser.
If unsure, call us on 13 33 50, 24/7.

General

Why has the ANZ goMoney application crashed?
Many iPhone apps (including ANZ goMoney) can crash when operating on new iPhone Operating Systems (OS4.0 or greater). This may be due to multiple suspended apps running in the background (multitasking) and using up too much phone memory. If ANZ goMoney is crashing try one of the following:
  • Double tap the “Home” button to view the multitasking bar and close down applications to free up the phone memory.
  • Try switching your phone off and then back on.
Can I deactivate ANZ goMoney?
Yes. All you need to do is call ANZ on 13 33 50, 24/7, to deactivate this service.
What happens if I change iPhones?
If this is the case, ANZ goMoney should still be available in your iTunes and will install to your new iPhone. However, you’ll need to re-register ANZ goMoney on your new iPhone, which will deactivate access on your old iPhone handset.
What happens if I change my mobile phone number?
Please contact ANZ on 13 33 50, 24/7, to tell us your new mobile number.

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