What is Caller Check?
ASB Caller Check is our latest innovation in preventing impersonation scams. Now when you're on a call with ASB, we can verify it's really us using the ASB Mobile Banking app. This added layer of security means you can be confident you're talking to the real ASB team and not someone else. Want to verify a caller who claims to be from ASB? Just ask them for a Caller Check notification.
We may also use Caller Check for customer verification when you call us or drop into a branch, to make sure we're talking to the right person before we share any details about your account.
How does Caller Check work?
With Caller Check it's easy to verify it's really us calling – simply follow the steps below.
It can also be used when you call us, as an added layer of verification.
1. We'll send a secure notification to your ASB Mobile Banking app.
2. Tap the notification to open the ASB Mobile Banking app and log in.
3. Once logged in, tap the message and select 'Yes, it's me' to verify the call.
4. We'll confirm it's been verified - easy as that.
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If you get an unexpected Caller Check notification in your ASB Mobile app when you're not on a call, tap 'No, it's not me' at step 3 above to decline the request. Caller Check uses phone notifications sent to the ASB Mobile Banking app, not text messages.
ASB Staff will never ask you for your Netcode. If you are asked this, hang up immediately, report this to 0800 ASB FRAUD and reset your password. See more details below in FAQs.
Unsure about a call?
If you're on a call with someone saying they're from ASB but you're unsure, ask them to send you a Caller Check notification to your ASB Mobile app to verify it's really an ASB Bank call. If they can't, hang up straight away and call us on our publicly listed number. You can also report it to our 24/7 Fraud Helpline on 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you're overseas.
What you will need
To use Caller Check, you'll need to:
- Make sure you have the latest ASB Mobile Banking app downloaded.
- Ensure your device is Netcode verified.
- Make sure you enable push notifications for the ASB Mobile app in both your phone's notification settings and the ASB Mobile app settings.
Why we've introduced Caller Check
Scammers are always evolving, but so is ASB. There's been a concerning rise in bank impersonation scams in Aotearoa New Zealand, where scammers are making calls to customers pretending to be from ASB. These bank scam calls are tricky to spot and can have devastating consequences.
Caller Check is another innovation to help us all get one step ahead of scammers.
Ways we're protecting you
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24/7 support on 0800 ASB FRAUD (0800 272 372).
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Confirmation of Payee to check account owner name and number match.
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Advanced AI fraud protection monitoring to detect unusual behaviour.
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Secure in-app messaging to let us know if a flagged transaction is genuine.
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Caller Check, to verify it's really us on a call.
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The ASB Scam Hub with tips and tools for keeping safe from scammers.
We're Canstar's Bank of the year for Digital Banking for three years running
Canstar has awarded ASB for delivering the best in digital banking to our customers through our mobile app and internet banking.
Frequently Asked Questions
Why should I use Caller Check?
Caller Check helps prevent impersonation scams and ensures that you are speaking with a legitimate ASB representative and vice versa. It provides an additional layer of security and gives you confidence that you're really talking to ASB. If you're on a call claiming to be from ASB but they can't send you a Caller Check notification, hang up and report this to our Fraud line (0800 ASB FRAUD).
I was told not to click on links that ask me to log in to my banking. Is it safe to click on the ASB Caller Check notification?
Yes, this is a push notification directly from your ASB Mobile app. This is a trusted service that customers can use to receive notifications such as alerts for their banking. You should only ever receive this Caller Check notification if you're on a phone call with ASB. Aside from notifications from the ASB Mobile app, you're right to not click on links in text messages or emails that ask you to login to your banking.
I didn't get the notification pop up on my phone.
If you don't see the notification pop up on your phone, you can find it in your ASB Mobile app. Open the app, select the bell icon and swipe down to refresh the screen. The notification will expire in 3 minutes from when ASB sends it.
To receive ASB notifications on your phone, you need to enable push notifications in both your phone's notification settings and the ASB Mobile app settings.
I don't use the ASB Mobile app, how can I confirm it's ASB I am talking to?
Now's a great time to set up the ASB Mobile app, a safe and secure way to do your banking. Find out more about the app and getting set up on our website.
Check out our other ways to verify, or if you're not sure it's ASB on a call, hang up and call us back on our public number, 0800 803 804.
I received a Netcode Text Message with a code / number from someone saying they're sending me a Caller Check Notification?
Caller Check uses phone notifications sent to the ASB Mobile Banking app, not text messages or a Netcode. It will never contain numbers or be sent via SMS (text message). ASB staff will never ask you for your Netcode. If you are asked this from someone saying they're from ASB, hang up immediately, report this to 0800 ASB FRAUD and reset your password.
Need help?
Call us
If you're worried that there has been a breach in your ASB account security, please get in touch with us immediately on 0800 ASB FRAUD (0800 272 372 or +64 9 303 0332 if you're overseas. Our team are here to help 24/7.