Contact Us – Get Fast, Friendly Support and Quick Answers

Click the chat icon now to get fast, friendly help with your questions. We respond in minutes, 7 days a week, and you can start without sharing sensitive details until you’re ready. This quick step makes making decisions simpler while keeping your information more secure, whether you’re comparing loans, a deposit option, or planning a property purchase. Our team aims to be super clear, and you’ll receive updates as soon as they’re ready.

Reach out by live chat, phone, or secure email. Our specialists cover loans, deposit, and property questions, and they outline pragmatic steps to protect funds. If you’re travelling or in sydney, we adjust timelines to your time zone, and you’ll see daily updates on the case. You can click to start a request or work with a specialist to set a plan.

If you need help with a dispute or spotting fraud, we guide you through verifying sources, avoiding scammers, and keeping data safe. We explain how lenders assess rate and how to compare offers, so you can make informed decisions rather than react to flashy promises. You’ll have a concrete checklist you can save and refer to.

Questions about everyday banking? We reply with concrete actions: review your latest statement, check terms, and compare offers from trusted providers. For quick wins, schedule a call-back within your preferred window, or click to start a chat now. If you need help, just say “I need help with …” and we’ll respond fast.

We work to resolve issues within 24 hours when you submit a dispute, and we keep you informed at each step. We collect ings from feedback to improve the service. If you have a need–say you’re loans consolidation or reviewing a deposit–tell us what to focus on, and we tailor guidance with practical next steps. For peace of mind, we highlight security measures and show you how to spot fraud and avoid scammers.

Fast channels to contact us: chat, phone, and email

Click the chat icon in the bottom-right corner to start a live chat for instant answers. Chat provides real-time guidance on general questions, balance checks, and quick steps for loans, property, and living expenses. For overseas inquiries, our international team connects via ingcomau, ensuring you reach the right specialist quickly. The chat tool supports multiple languages and aims for a response within a few minutes during business hours, helping you know fast where you stand and what to do next, while improving communication with our team.

Chat: real-time help you can trust

Use chat to confirm status on disbursement and discharge steps, check your balance, and receive practical guidance on access to services. If you are making changes to your account, chat keeps a record of your request. dont share security details in chat; if you are asked for credentials or a one-time code, end the session and switch to a verified channel. If you encounter suspicious activity or links from google or other platforms, dont click and verify via phone or email. For frequently asked questions, the chat transcript links you to the general policy and limits on loans, property, and living expenses. If you are left with questions after chat, you can move to phone or email for a detailed review.

Phone and email: detailed support when you need it

Phone support operates 9:00–18:00 local time, Monday to Friday; overseas callers can reach us via international lines with minimal wait. Have your account number, property details, and the last four digits of your ID ready to speed up the call. For complex items like loans, balance changes, or withdrawal requests, a specialist will guide you step-by-step. Email us at [email protected] with a concise summary and any reference numbers; we typically reply within one business day. If your matter requires urgent attention, call first and ask to escalate. Use email for records and follow-ups, keeping sensitive information out of messages and only sharing via secure channels. Be aware of limits on certain requests and set expectations accordingly; we aim to assist anyone, including overseas customers, while maintaining security. If you must leave the browser, finish by logging out and keeping the session secure.

How to open a support ticket: steps and required details

Open the ticket now by clicking the New ticket button on the official support page to get a fast, super response and quick clarity. We’ll guide you through a precise checklist so your request reaches the right team quickly.

1. Prepare your numbers and accounts. Have the account numbers, user IDs, and your contact details ready here to speed up processing.
2. Navigate to the online support page and click the New ticket button. If you use ingcomau, start from the ingcomau access page; otherwise use the Australia support site.
3. Choose a general or specific request and include any codes you have. A clear subject helps the team assign the right queue and approvals (approved status).
4. Describe the issue with precise data: mention deposits and withdrawals, fees, interest, and any loss. Attach documents to support your case; include statements or card details if relevant (do not share sensitive data publicly).
5. Provide your hardship context if applicable, and indicate whether a solicitor will be involved. If this relates to specific pages or discharge processes, mention them to help the responder link your request quickly.
6. Once you submit, you will receive a ticket number. Check frequently for updates from the support team; you can reference this number in any follow-ups.

What to include in your ticket

General description of the issue, request type, and the codes you have. Include the exact deposits, the corresponding dates, and any withdrawals. List the affected accounts and the verified card used for payments. Mention any loss or hardship and provide supporting records. If you are in australia, note australia context and ensure you include your access details and preferred contact method. If you need legal input, mention solicitor and the option to contact you here. If a speedy resolution is important, request prioritisation or approval where policy allows and reference the maximiser or super features in your service plan.

Ticket handling tips for faster resolution

• Keep responses concise and focused on the facts: dates, amounts, and references.
• Attach clear screenshots or PDFs of statements showing deposits, withdrawals, or fees.
• Use the ticket number and frequently check the page for status updates.
• Avoid sharing sensitive data in insecure channels; use secure attachments only.
• If you need a solicitor, coordinate outside the ticket and provide contact details separately.

Identity verification: what to prepare to speed up the process

Begin with a ready set: you need to upload clear copies of a government-issued ID (passport, driver’s license, or national ID), a recent proof of address, and a fresh selfie to verify your identity. For sydney users, complete these steps in the online portal and keep the name on every document in line with your login.

Store all files together, use standard formats (pdf, jpg, png), and keep each file under a 5 MB limit. If you upload via the online portal, download the confirmation receipt and store it for your records. This step is a maximiser for speed.

When you travel or live between homes, use a stable connection and capture images in good light. Check that the entire ID and address details are visible, and re-upload if any part is unclear.

If a dispute arises in messages, reply within 24 hours with the requested documents to keep the review moving. Use the page of guidelines below for common issues.

For actions like deposit or withdraw linked to your account, ensure the IDs match the payment method. If you own property or a vehicle (for example a motorcycle), attach supporting documents to prove ownership. This helps the rate at which requests are approved.

Reporting suspicious activity: how to alert us and secure your account

Step 1: Tap the button labeled “Report suspicious activity” on your dashboard to alert us quickly. This starts the incident flow and we begin reviewing your case in minutes.

Step 2: Find the red shield icon in the lefthand corner to open the form. In the message field, attach any received alerts, screenshots, or payment records. Include dates, approximate amounts, and the merchant or service when possible.

What to include: numbers, recent activity details, and whether you noticed a withdrawal or a credit you did not authorize. Descriptions help us investigate faster and reduce loss potential. If you’re dealing with online transactions or a payment attempt, note the device and location if you remember them.

Secure your access: immediately change your password, enable two-factor authentication, and review active sessions and connected devices. Perform a daily check of recent activity, especially for superannuation or other sensitive accounts in australia. If you spot unfamiliar activity, log out and re-authenticate on all devices.

What happens next: once you report, we confirm receipt and start the quick review. Our guides outline next steps, including whether we need to freeze a session or request additional information. We keep you informed at each stage with aestaedt reference if relevant and a clear message about progress.

If you notice loss or urgent risk: dont delay–report immediately. For any suspicious payment activity, review your online banking alerts and contact your financial provider. Use the official Help Center for contact numbers and instructions; you’ll find bottom-page links to support lines and chat options for customers. Avoid google links or unverified sources–always go through our trusted channels.

Tips for better protection: use strong, unique passwords for general and specific accounts, and distinguish between daily-use and high-sensitivity accounts such as superannuation. When you withdraw funds or make large online payments, review the last four digits of the account and confirm the recipient before authorizing the transaction. If someone asked you for sensitive data, do not respond via email or chat; instead, reopen the official form in our Help Center.

What information to include: logs, screenshots, and account details

Include logs, screenshots, and account details in your report to verify the issue quickly. Provide a concise summary of what happened and attach the files in a single reply to reduce back-and-forth.

In your logs, capture timestamp in ISO format, the event type (login, view, dispute, charge), user ID, session ID, device details, OS, and app version. Record related data such as daily balances, charges, and the current rate or interest if the issue touches a loan, loans, or commercial accounts. If you want to show a sequence, order the logs chronologically and label each entry clearly. Include any relevant overseas or regional context (e.g., australia) that affects the problem. If you think a stolen device or compromised access is involved, note it in the log with the approximate time and impact on access and balance.

For screenshots, capture the exact moment of the error and ensure the image shows the lefthand icon and the relevant menu path. Use click paths such as click the icon, then select the issue category. Include the login screen or the google sign-in flow if it helps verify identity. Redact sensitive fields, but keep enough detail to prove the problem, like the displayed balance and any suspect charges or discrepancies.

Your account details should include your full name and the account number or user ID plus the last 4 digits for quick matching. State your login method (mobile or google), and the region (australia vs overseas). List related products such as superannuation, any financial accounts, and a note if the issue touches a loans portfolio or commercial services. If there’s a loss of access or stolen credentials, specify the incident, the affected accounts, and what you’ve done to protect access.

Include a short, precise description of what you expect as a resolution and what you’ve tried already, so the agent can verify quickly and avoid repeating steps. If you ve seen related information in a help menu or on a self-service icon, attach a screenshot of that page and note the exact rate or charges shown. This helps the support team know the scope, whether it’s a dispute about a tag on a balance or a mismatch across overseas transactions.

Keep all files organized: name logs as logs-YYYYMMDD.txt, screenshots as screenshot-YYYYMMDD-HHMM.png, and a short text file with the summarized details. This format lets the team quickly locate the evidence, verify the scenario, and reduce back-and-forth on requests. When you’re ready, click “Submit,” select the relevant category, and login if required to attach the material in one go. This approach speeds resolution for financial issues, including loans, superannuation, and commercial accounts, whether you’re in australia or overseas.

Tracking your case: typical response times and status updates

Log in now and open the case page to confirm the current status and set email alerts. This quick check keeps you informed without waiting on calls.

Updates appear with time stamps in the status area. For standard inquiries, expect a first response within 24 hours; fast tracks for hardship, travel, or property issues aim to respond quickly, often within 2-4 hours. Time can extend when a case requires bank verifications, loans, or withdrawals, or when a supervisor review is needed. You dont have to guess the next steps: we keep you posted by email, and you can click into the page to review the latest entry. The aestaedtfor code may appear to help route your file correctly, and you can confirm details by entering the code after login.

Typical response times

On the timeline, you may see states like received, in review, need information, or confirmed. In urgent cases we target same-day replies; otherwise, most updates arrive within the stated window. If you have living, property, travel, or hardship concerns, we prioritize your case when possible and add notes to speed up the review. You can call us if you need to speak with a person quickly; otherwise, use email or the portal to provide missing documents or information. For loans or withdrawals connected to a bank, we outline required documents on the page and request them by email.

What you can do now

To move forward, click the menu to open the case page, then use the transfer option if you need to route it to a specialist. If dont have a login yet, use the login page to create one and receive a code by email. You can add notes, upload documents, or ask for more options via the contact card. If youre living under a tight time limit or need travel, tell us in a reply so we can adjust the timeline. You can play a role by providing documents promptly, and if you feel stuck, call our super support line for fast help. We’ll guide you through the fastest path, including faster handling for property, loans, bank updates, or withdrawals.