To enhance your online security, the new generation Security Device is required for Transaction signing when performing certain online transactions.
Transaction signing provides you with an additional level of security as you will need to input information specific to the transaction into the new generation Security Device to generate a 6-digit dynamic One-Time Password (OTP). This One-Time Password (OTP) will then allow the transaction to proceed.
You will require the use of the new generation Security Device from mid-November 2012 for these Online Banking Transactions below:
- Addition of new third party payees for Bill Payment and Funds Transfer.
- Performing third party Funds Transfer for amounts above the defined threshold.
- Updating your personal particulars.
Frequently asked questions on Security Device and Transaction signing
1. What is this new generation Security Device?
This new generation Security Device enables you to generate a One-Time Password (OTP) during online transactions, which works similarly to the previous device.
In addition, this Security Device comes with a multi-button interface with enhanced security feature called Transaction signing which uses transaction-specific information to generate a secure One-Time Password (OTP). This feature will allow us to progressively provide more secure transaction services in the near future and transaction signing authentication capabilities to provide greater peace of mind.
This enhanced security feature is intended for certain online transactions such as setting up of new third party payees and ad-hoc transfers of funds. It is also intended to thwart man-in-the-middle security threats. With this new security feature, more banking transactions can be performed through self-service channels.
2. I am an existing ANZ Personal Internet Banking customer, when will I receive my new device?
ANZ will be issuing the new generation Security Device to existing ANZ Personal Internet Banking customers in phases between September to October 2012.
This new Security Device will be issued to all new ANZ Personal Internet Banking customers from September 2012.
3. Will I still be able to use my current device once I have received the new generation Security Device?
You can continue to use your current old device up till end December 2012. You are strongly encouraged to activate and start using the new Security Device upon receipt.
You will be required to activate the new Security Device online after you have received it. The activation can be done on ANZ Singapore. Once your new Security Device is activated, your old device will be deactivated and will cease to be active.
4. How will I know that a new generation Security Device was sent to me?
If you are already issued with the new Security Device, you will be prompted to activate your new device.
5. Why are there so many buttons on this device, when I need to use only one?
The remaining buttons enable ANZ to provide you with new and improved features – for your greater online security. These new additional security features will be offered to you in the near future.
6. The new generation Security Device is much larger than the previous version. Can I request for the previous version of the device instead of this one?
As part of our commitment to provide more secure Personal Internet Banking services to you, the Bank will be replacing the old device with the new generation Security Device from September 2012 onwards.
7. What is the lifespan and durability of this new Security Device?
The lifespan of this device is dependent on the battery life – which is estimated to be between 5 to 7 years. Frequency of usage will also affect the longevity of the battery life.
The device is water-resistant but not waterproof. Please keep it dry and do not submerge your new Security Device in water.
8. What happens if the One-Time Password (OTP) generated by the Security Device is not accepted when I attempt to log in to my account?
This new Security Device is a sensitive electronic device that can be affected by many factors including temperature fluctuations, humidity and undue stress. This may lead the device to be temporarily de-synchronised, causing the OTP generated to be rejected by our system.
Should this happen, simply press the OTP button again to generate the next One-Time Password (OTP), which can then be used to re-attempt your login.
If you encounter errors while logging in with a correct One-Time Password (OTP) generated from your Security Device, please contact our 24-hour customer service hotline at 1800 269 2269 or +65 6269 2269 (if overseas) to re-synchronise your device.
9. Is there a replacement fee for the device if I lose it?
The first new generation Security Device issued to you is complimentary. The replacement fee is SGD20 nett if you require a replacement.
10. How do I get a replacement for my lost or damaged new generation Security Device?
If you lose or damage your Security Device, please complete and return the duly signed 24- Hour Banking Services Form for ANZ Personal Internet Banking :
- via post
- or visit any ANZ branch.
11. What is Transaction signing?
Transaction Signing provides you with an additional level of security for your online transactions. You will need to key in information specific to the transaction into the new Security Device to generate a 6-digit One-Time Password (OTP). This OTP will then allow the transaction to proceed.
This feature will allow us to progressively provide more secure transaction services in the near future. The Transaction Signing authentication capabilities will give you greater peace of mind when transacting online.
12. I have requested for a new generation Security Device but have not received it. What should I do?
If you have not received your new Security Device for more than 2 weeks, please call our 24-hour customer service hotline at 1800 269 2269 or +65 6269 2269 (overseas) for assistance.
Personal Internet Banking customers will receive their new Security Device at their primary account mailing address.
- For Singapore registered addresses, you will receive your new Security Device within 5 business days from the date of issuance.
- For overseas addresses, you will receive your new Security Device within 14 business days from the date of issuance.
13. What should I do if I have entered an incorrect Transaction Reference Number into my Security Device during the Transaction Signing process?
You can press the ‘OTP’ button to backspace and delete your last entry. If you would like to clear your previous entry, press and hold the ‘OTP’ button.
14. What should I do if I have tried multiple times with the One-Time Password (OTP) and the input on ANZ Personal Internet Banking is not accepted?
- Please ensure that the OTP you have entered matches the OTP on your Security Device.
- Please follow the on-screen instructions and repeat the process to generate a new OTP.
If the One-Time Password (OTP) is still not accepted, please call our 24-hour Customer Service Hotline at 1800 269 2269 or +65 6269 2269 (if overseas) for assistance.
15. Will I still be able to use my current device for ANZ Personal Internet Banking?
You can continue to use your current device for logging on to ANZ Personal Internet Banking to perform transactions that do not require Transaction Signing.
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