What’s live chat?

Live chat is a real-time, two-way communication channel, available through the Macquarie Mobile Banking App or Macquarie Online Banking. It allows you to connect with one of our consultants quickly and conveniently, without the need to call.

You can use live chat to get assistance on the following Macquarie accounts:

  • Transaction and savings accounts
  • Home loans
  • Credit cards
  • Cash Management Accounts (CMAs)
  • Term deposits

Available times

Live chat is available Monday to Friday, 9:00am to 5:00pm Sydney time (excluding public holidays).

Helpful tips

To get the most out of your live chat experience and avoid delays:

  • Have all your relevant documentation and questions ready, for example a case or account number, before you initiate the chat to ensure a seamless experience. Please note that our consultants can view the transcript of your previous chats if your message relates to an earlier enquiry.
  • Provide as much information as possible especially when the enquiry relates to a specific account. Providing the account number will ensure the consultant can provide accurate and complete information.
  • If you prefer to dictate your message using speech-to-text technology, Microsoft 365 and Apple dictation services can help you draft live chat messages.

Start a live chat

To start a live chat:

  1. Log in the Macquarie Mobile Banking App or Macquarie Macquarie Online Banking. If you haven’t logged in before, you’ll need to download the Macquarie Authenticator App
  2. In the Macquarie Mobile Banking App select Menu, then select Help & Support, then Live chat or in Macquarie Online Banking simply select Live chat in the bottom right of your screen
  3. Select the product your query is relating to. If you can’t see the product displayed, try our Help Centre
  4. Once you’re connected to a consultant, type your message in the space provided
  5. Select the Enter or Return key to send your message.

Please don’t share any sensitive information, such as your password, on live chat.

Queuing

When you initiate live chat, you’ll be notified of your position in the queue.

If you choose to leave the queue, we’ll ask you to confirm before we close the chat request.

Ending a live chat

Either you or the consultant you’re chatting with can end the live chat.

To end an active chat session:

  • Select the X icon. We’ll ask you to confirm.
  • Select End chat to end the live chat, or No, return to chat to return to the live chat.

The live chat can also be ended while you’re waiting in the queue. If you ended the live chat in error, we’ll give you the option to return to the active chat before ending it definitively.

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Unless stated otherwise, this information is provided by Macquarie Bank Limited AFSL and Australian Credit Licence 237502 (MBL) and does not take into account your objectives, financial situation or needs. You should consider whether it is appropriate for you. Finance is subject to our credit approval criteria. Terms and conditions apply and may change without notice.

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Other than MBL, none of the Macquarie Group entities referred to are authorised deposit-taking institutions for the purposes of the Banking Act 1959 (Cth), unless noted otherwise. Their obligations do not represent deposits or other liabilities of MBL. Unless otherwise stated, MBL does not guarantee or otherwise provide assurance in respect of the obligations of that entity.

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