Personal Internet Banking FAQs

Our Personal Internet Banking is a new online banking service provided by the Bank that enables you to manage your banking transactions whenever and wherever you want. You can now perform online banking transactions from the comfort of your office or home at your own convenience, any time of the day.

To show the Bank's commitment in creating a safe and secure transaction environment, we have introduced the Dynamic Security Password (DSP device) which is used to generate a Dynamic Security Password (DSP) needed for your online banking transactions. This DSP device is issued to you free of charge when you first sign up for Personal Internet Banking, and is unique to each user.

To create a safe and secure transaction environment, the DSP is used for your log-in and to authenticate all banking transactions.

With the DSP, internet threats such as phishing can be minimized.

Signing up is easy, you simply complete the Personal Internet Banking application form (PDF 280kB) and mail it to us.

Alternatively, you can request for an application form in several ways:

Call our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas) to  request for an application to be mailed / faxed to you.

Email us and we will send you an application form either via email, mail or fax.

You will receive a welcome letter within a few business days, as well as a PIN Mailer containing your User ID and Static Password required to access Personal Internet Banking.

In addition, you will also be given your own Dynamic Security Password (DSP), which is required during the login process, as well as for performing banking transactions.

Here are some of the services you can enjoy with Personal Internet Banking:

• Account Summary
  Check the balances of all of your accounts, be it a deposit, overdraft, loan account including details of your Unit Trust holdings.
  
• Transaction Query
  With the query selection, you can view the details of your Personal Internet Banking requests made over the last three months.
• Funds Transfer & Bill Payment

Choose from various modes of fund transfers available

• Self Transfer
  Transfer funds between your own accounts within the Bank.
• Third Party Transfer
  Transfer funds to any account within the Bank in Singapore.
• Transfer to Non-ANZ Bank Account
  Transfer funds to any bank account in Singapore.

The following services are also available:

• Recurring Third Party Transfers
  Make recurring transfers anytime, be it weekly, monthly, quarterly or annually.
• Recurring Bill Payments
  Make recurring payments anytime, be it weekly, monthly, quarterly or annually.
  

Service requests
You can make an online request to do any of the following:

• Address Change
  Request a change in your mailing address for all your accounts or for one specific account.
• Contact Information Change
  Request a change in your email address and/or your phone number.
• Cheque Book Requests
  Request a new cheque book, which can either be sent to your mailing address or collected from any of our branches. Cheque books are only issued for Singapore Dollar (SGD) and US Dollar (USD) accounts.
• Statement Requests
  Send a request to us for an account statement. Please note that a service fee is applicable.

Messages
This email service is your secure and personal mode of communication Us. With this facility, you can select the nature of your email enquiry from our list of subjects. Your request will automatically be directed to our Customer Service Officers who will promptly follow up with you.

Change Password
Change your Static Password at your own convenience. The password change is instantaneous and your new Static Password must be used for your next transaction/login. You are advised against revealing your Static Password to anyone.

Online Activity Log
View your last 10 financial and non-financial transactions made through Personal Internet Banking. The last 10 activities are tracked and displayed starting from the most recent, enabling you to view all activities done online through your account in an organised manner.

There are no charges for this service. However, service fees for certain requests such as statement requests apply.

Currently, this service is only extended to all retail customers with a personal relationship with the bank.

No. This service can be accessed from any computer terminal with Internet access. However, we strongly recommend that safety precautions be taken when accessing your accounts from shared terminals due to virus threats or applications installed in the computer terminal. Make sure you log off after use.

You may wish to take note that you are not able to use the Back and Forward buttons of the browser to navigate between screens of the application.

They have been disabled as a security measure, to prevent caching. Only the Back button should be used for navigation.

As long as the notebook computer meets the recommended system requirements, you should be able to access Personal Internet Banking with it.

For transactions executed successfully, you should receive a "cyber receipt" informing you of the success of your transaction / request. You can view the details of successful transactions by selecting the "Account Details" or "Online Activity Log" option.

In the event of a computer malfunction, select the "Account Summary" or "Online Activity Log" option to check on the status of your transactions. If in doubt:

Please do not hesitate to call our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas) for assistance.

Enquiry form

Your 'User ID' is your unique identity and it will be provided to you by the Bank. This is required for your login to Personal Internet Banking. You are required to change this User ID when you login to Personal Internet Banking for the first time.

A Static Password is used for 1st level authentication. The Bank will issue you an initial Static Password. However, you are required to change this password when you login to Personal Internet Banking for the first time.

All login and online banking transactions will require a 2nd level of authentication with a Dynamic Security Password (DSP), which is generated at a push of the button on the DSP device.
This portable, hand-held electronic device will be given to you free of charge when you first sign up for Personal Internet Banking.

The DSP is required for login and transactions. Each DSP device generates a series of passwords unique to that particular user, and is used to validate and authenticate the user, therefore providing a safe and secure transaction environment.

What's more, the DSP device can be kept close at hand as it is small and portable. You can choose to:

• carry it on a key chain
• carry in a pocket or purse
• attach it to your hand-phone
• wear it around the neck along with your access card.

A Dynamic Security Password (consisting of 6 digits) is generated each time you press the button on the DSP device. This password can only be used once.

This is to ensure that the identity of the user is authenticated and that each transaction is validated. The Bank’s Two-Level authentication process serves to protect your interests by creating a safe and secure environment for online banking transactions.

You can change your Static Password any time by clicking on the ‘Change Password’ option after you login to Personal Internet Banking.

For re-issuance of your password,

Please contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form

Please send in a written request for the re-issuance of your Personal Internet Banking Static Password. You may print out and submit the personal preference form to us.

For further assistance,

Please contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form

Please send in a written request for the re-issuance of your Personal Internet Banking User Identification. You may print out and submit to us the 24-hour banking services application form.

For further assistance,

Please contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form

You must contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas) to report the lost of the DSP device immediately.

You will need to collect a replacement DSP device from any of our branches. A fee is applicable for the re-issuance of this DSP device.

You would however be able to use your new DSP device to access Personal Internet Banking after one business day.

Our Personal Internet Banking works on the following browsers for Windows XP / Windows 2000 Operating Systems.

Recommended browsers are:

• Internet Explorer version 6 and above
• Netscape 7.0 and above
• Firefox version 1.

For Mac OS Operating Systems, recommended browsers are:

• Netscape 7.0 and above.

Disclaimer

Due to varied configurations, we cannot guarantee those listed here works 100% and those not listed here will not work.

If you encounter problems while accessing Personal Internet Banking using Internet Explorer, you may need to upgrade your browser or update it with the most recent fixes to keep it running smoothly. Keep your browser updated so that the latest fixes and patches can address known security weaknesses.

One possible reason could be that you have not performed your first login with your User ID and Password within the 90-day grace period. A login must be done within 90 days from the time the PIN mailer is sent to you.

Please contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas) to request for a new User ID and Password.

Please ensure that you have the latest version of Java Plug-in installed.

To check the version of your Java Plugin

• Go to "Tool"
• Select "Internet Options"
• Select "Advanced" tab
• Scroll down to "Java (Sun)".

Where do I install the latest Java Plugin? Visit the Java website to download the latest Sun Java Plugin.

Personal Internet Banking system works best on Windows-based operating systems. The use of other operating systems is not recommended.

• Below illustrate two possible login problems:

Browser displays an error message 'Java Applet is not loaded properly'

Please call +1800 269 2269 for assistance.

Step 1 – Access the login page again and wait for a few more seconds.

This is to allow more time for the Java Applet to be activated in the browser. Wait for a few more seconds before entering the User ID, Password and Dynamic Security Password.

Step 2 - If problem persist, below are some troubleshooting steps for Internet Explorer users.

• On the top menu bar of the Internet Explorer, click on > Tools > Internet Options
• Under Internet Options, choose the tab 'Advanced'
• Look for the Java (Sun) and Microsoft VM as illustrated
• Please ensure that either only Microsoft VM > 'JIT Compiler for virtual machine enabled’ is checked or Java(Sun) > 'User JRE1.5.0_07 for <applet>' is checked.

If the problem persists or your browser is not installed with the latest version of Java (Sun), we recommend you download the latest version from the Java website to download.

This happens when a transaction is attempted before the Java applet is completely loaded into your computer. To install JavaScript, please follow the above instructions.

Netscape Navigator 7.02

• Go to "Netscape" or "Edit"
• Select "Preferences"
• Double click on "Privacy & Security"
• Click on "SSL"
• Ensure that "Enable SSL version 3" is checked
• Click "OK" to save your settings.

Internet Explorer 5.0-6.x

• Click on "Tool"
• Select "Internet Options"
• Select "Advanced" tab
• Ensure that "SSL 3.0" is checked
• Click "OK" to save your settings.

The security of your banking information is very important to us and we have taken the necessary steps to encrypt all the pages containing confidential information with SSL & proprietary encryption.

For IE browsers, the padlock may not be a reliable indicator of whether the pages and the information are encrypted with SSL, as it may remain "unlocked" under certain circumstances, even when the pages are actually encrypted with SSL.

To check SSL encryption status, please perform the following instead of relying on the padlock image indication:

Internet Explorer 5.x

• Right-click on the page and select "Properties"
• Click on "Certificates".

Internet Explorer 6.x

• Go to "File"
• Click on "Properties"
• Click on "Certificates".

If the page is not encrypted, you will see a message "This type of document does not have a security certificate". If it is encrypted, it will show you the certificate properties.

Note: The padlock and the above steps will not be able to detect the extra encryption that we currently use on top of SSL as it is a proprietary encryption.

You can gain access to all the accounts that you have with the Bank. This includes your deposit, overdraft or loan account, including details of your Unit Trust holdings.

To apply for internet banking, you need to have a banking account with us. Your credit card statement balance will be automatically linked to your internet banking when statements have been issued.

Credit card details will be available only when statements have been issued.

Your credit card account updated every billing cycle. Transactions made after the billing cycle will be reflected in the following month's details.

The information in your banking account details is updated after every executed transaction and you can view the details of your account(s) online. Your transaction details will be displayed from the most recent transaction.

Scheduled payments and transactions will only be recorded in the "Pending Payments" and "Pending Transfers" options until they have been executed at the scheduled time.

Alternatively, you can also select the "Online Activity Log" option on the Personal Internet Banking homepage to view these transactions. Please note that for scheduled payments and transfers, no amount will be deducted from your account until your stipulated time of transaction.

Simply select the "Home" or "Account Summary" option on our Personal Internet Banking homepage and select a banking account number. You will then be directed to a page where all transactions made on that account would be displayed.

To view future payments and transactions, select the "Pending Payments" or "Pending Transfer" option under the respective transaction type. Alternatively, you can also select the "Online Activity Log" option after each transaction to view details of both your financial and non-financial transaction(s).

In addition, you can select the print option on your account transaction page to print a copy of your transactions.

You can view your banking transaction history for the past 3 months. Once you have been directed to your account transaction page, the latest 10 transactions will be shown. Simply select the Next button within the account details page to view your next 10 transactions.

Should you require details earlier than the last 3 months:

Please contact our 24-Hour Customer Service Hotline at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquire online

The following services are available at your fingertips.

Funds Transfer & Bill Payment
The "Funds Transfer & Bill Payment" option is ONLY available for your SGD accounts.

Self Transfer
To make a transfer between your own accounts within the Bank, select the "Funds Transfer" option on the Personal Internet Banking homepage, then select "Self Transfer".

The "Scheduled Date" automatically reflects the current date. Transfer of funds can be scheduled up to 60 days in advance, and will be executed on the stipulated date.

The "Debit My Account Immediately" option would result in an immediate transfer of funds.

Third Party Transfer
Transfer your funds to another payee within the Bank by selecting the "Scheduled Payment" or "Debit My Account Immediately" option.

Note that without checking the "Debit My Account Immediately" option, the transfer will only be made at the end of the business day.

Transfer to Non - ANZ Accounts
Transfer your funds to external payees who are Non - ANZ Bank customers immediately or by scheduling it for a later date.

Note that without checking the "Debit My Account Immediately" option, the payment will only be made at the end of the business day.

Third Party Transfer
To register a new payee, simply select the "Payee Setup" option and provide the relevant details. You may transfer funds to the new payee once the payee has been added. To view or delete the details of the registered payee, select the view or delete option under "List of Registered Payees".

Transfer to Non - ANZ Accounts
To register a new external payee who does not have an account with ANZ, select the "Funds Transfer" option, followed by "Transfer to Non - ANZ Accounts" option.

Select "Add an External Payee" and provide the relevant details before selecting "Add". Check against the "List of Registered Payees" before making the funds transfer.

The "Recurring Payment / Transfer" option allows you to make regular scheduled payments to a registered payee for up to 99 payments. All future recurring transactions are based on the scheduled date(s) set by you. Your account will then be debited and payments/transfers will be made according to the scheduled date(s).

The "Recurring Payment/Transfer" option is available for:

• Third Party Transfer
• Bill Payment.

For a Self Transfer, you can make transfers of up to S$50,000 per day.

For a Third Party Transfer, Transfer to Non - ANZ Accounts and Bill Payments, the combined limit is S$20,000* per day.

*Up to a monthly limit of S$50,000

When you select the "Debit My Account Immediately" option, the funds are transferred instantaneously. Otherwise, the transfer will only take place on the scheduled date(s).

Do note that although funds may be debited immediately, the external payee's account may only be credited after 2-3 business days. This is applicable to services such as Transfer to Non - ANZ Accounts and Bill Payments.

You can find out the status of your transactions almost immediately after the transactions are made. Details on scheduled transactions can be viewed on the "Pending Payments / Transfers" page.

Your transaction may be unsuccessful for various reasons.

Please contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas) for assistance.

Enquiry form

If the amount has been credited wrongly to another account, please notify us immediately so that we can inform the payee bank of this incident.

Please contact our 24-hours Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form

This service is provided free. However, service fees may apply for specific requests such as a statement mail-out request.

You will be prompted with a "cyber receipt" which informs you that your transaction is successful together with a "Payment Confirmation Number" as a reference.

This is to enhance your transactional security and acts as a measure to protect our customers against fraudulent activities.

The default threshold amount for funds transfer and bill payments alerts is set at SGD1000.

Yes, you are allowed to change it anytime after you have logged in to our Internet Banking. You can do so at the "Manage Alerts" page. The minimum threshold amount needs to be SGD200 and the maximum amount not exceeding the daily combined limit of transfers to third party ANZ accounts, other banks and bill payments.

You may contact our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form

You can select the "Personal Particular Update" option on the "Service Requests" page to change your mailing address and contact details. However, do note that changes are not instantaneous.

You can request for statements on your deposit accounts. Do note that a service fee is applicable.

You can also request for a new cheque book to be issued to you and choose to have it mailed to you or personally collect from any of our branches.

Please call our 24-Hour Customer Service at +1800 269 2269 or +(65) 6269 2269 (from overseas).

Enquiry form