Apple Pay FAQ's

How do I set my default card in Apple Pay?

The first card added to Apple Wallet is the default card. If you add more than one card, you can change the default card at any time, the process is slightly different for each device.

iPhone or iPad

Go to Settings > Wallet & Apple Pay, scroll down to Transaction Defaults
Tap Default Card and choose a new card

Apple Watch

On the iPhone, open the Apple Watch app, and go to the My Watch tab
Scroll down and tap Wallet & Apple Pay > Default Card and choose a new card

Mac with Touch ID

Go to System Preferences > Wallet & Apple Pay
Choose a new card from the Default Card pop-up menu

I can see my card in Apple Wallet but my transaction is declining, why?

What is a Westpac Handycard?

A Westpac Handycard is an eftpos Debit card linked to selected Westpac transaction accounts. Handycards can be used to purchase goods or services from merchants, withdraw cash from ATMs, and withdraw cash at the point of sale at some merchants in Australia. They are eligible to be added to Apple Pay*.

A new Handycard is not available unless you already have one linked to your account. Existing Handycard holders may continue using their cards, order replacement cards, and renew their cards.

What’s the difference between a Handycard and a Debit Mastercard?

Put simply, a Handycard is a Debit card that lets you pay for items in stores that accept eftpos or withdraw cash from an ATM. While a Debit Mastercard lets you do all that, plus make online purchases.

*Apple Pay isn't available for customers under 13 years of age. When you add your card to Apple Pay, Apple uses your Apple ID to give you access to Apple services.

Mastercard® is a registered trademark of Mastercard International Incorporated.

What is the difference between selecting CHQ or SAV rather than the Mastercard payment option for my Mastercard Debit card?

To access the eftpos CHQ / SAV options you will need to remove your card from the Wallet app and add it again as a Different Card.

Update your Card on iPhone:

Remove your Westpac Mastercard Debit card from Apple Pay on your iPhone.
- Open the Wallet, tap your Westpac Mastercard Debit card, tap the three dots icon, then tap Remove Card.
Add your Westpac Mastercard Debit card back into Apple Pay on your iPhone.
- Open the Wallet, tap the + sign in the upper-right corner and follow the prompts.
- When you re-add your card, do not use the Previously provisioned feature. Ensure you select Add a Different Card at the bottom of the screen and use your iPhone camera to capture your card details.

Update your Card on Apple Watch:

Remove your Westpac Mastercard Debit card from Apple Pay on your Apple Watch.
- Open the Apple Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay, tap the card, then tap Remove this Card.
Add your Westpac Mastercard Debit card back to Apple Pay on your Apple Watch.
- Open the Apple Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay. A list of Payment cards on your watch may be displayed.
- Tap the yellow Add Card option below the list of Payment cards on your watch.
- Tap Continue and select Add a Different Card at the bottom of the screen, you will need to scan the physical card details and follow the prompts to enable dual network functionality.

Once you have completed enrolment, the eftpos network will be available and the eftpos CHQ and / or eftpos SAV options will be displayed.

How secure is an Apple Pay transaction?

Security and privacy are at the core of Apple Pay. Apple uses security features built-in to the hardware and software of your device to help protect your transactions. Apple doesn’t store or have access to your full card details, and these are never stored on your device or shared with merchants when you use Apple Pay. Merchants are only provided with your Device Account Number.

Each transaction is authorised by your Face ID, Touch ID or the device passcode and a confirmation is displayed in the Wallet. This shows the merchant name, where and when the transaction occurred and the amount of the payment or refund.

If you misplace your device you can use Apple’s Find My app service to remotely lock your device or permanently erase the data on your device, including your card details to prevent further Apple Pay transactions being processed.

Subject to our credit card terms and conditions, you are covered by our Fraud Money Back Guarantee for any unauthorised purchases made with your Westpac card on Apple Pay. Subject to our Deposit Account Terms and Conditions, you are covered for any unauthorised transactions made on your Westpac Debit Card on Apple Pay.

More information on Apple Pay security and privacy: https://support.apple.com/en-au/HT203027

Which Westpac cards are eligible to be added to Apple Pay?

The following cards are eligible for Apple Pay:

Altitude Black World Mastercard
Altitude Black World Qantas Mastercard
Altitude Business Gold Mastercard
Altitude Business Platinum Mastercard
Altitude Platinum Mastercard
Altitude Platinum Qantas Mastercard
Altitude Platinum Velocity Mastercard
Altitude Velocity Mastercard
BusinessChoice Everyday Mastercard
BusinessChoice Rewards Mastercard
Earth Black World Mastercard
Earth Platinum Mastercard
Earth Platinum Plus Mastercard
Westpac Business Debit Card
Westpac Corporate Mastercard
Westpac Corporate Visa Card
Westpac Debit Mastercard
Westpac Flex Mastercard
Westpac Handycard
Westpac Lite Mastercard
Westpac Low Fee Mastercard
Westpac Low Fee Platinum Mastercard
Westpac Low Rate Mastercard
Westpac PartPay Mastercard
Westpac Purchasing Mastercard
Westpac Purchasing Visa Card

What is Apple Pay, where can I find more information on Apple Pay?

How will my personal information be shared with Apple?

As per Westpac Apple Pay Terms and Conditions (PDF 42KB), your personal information will be shared with Apple and its service providers to:

1. Operate Apple Pay

2. Detect and address fraud

3. Improve and promote Apple Pay

4. Comply with applicable laws and respond to regulatory or government inquiries

Privacy Statement

Our Privacy Statement explains how we collect, use and disclose your personal information and credit-related information. Our Privacy Statement also provides information about how you can access and correct your personal information and make a complaint. You can read our Privacy Statement online or by calling us on 132 032.

Which devices can I use Apple Pay with?

How do I add my card to Apple Pay?

You’ll need to have Face ID, Touch ID or a passcode enabled on your device and an Apple ID signed into your iCloud account. Make sure your region is set to Australia and you have internet access.

On iPhone (not a Westpac app user)

Open Apple Wallet on your iPhone.
Tap the plus sign (+) to get started.
Select to manually add your card details and follow the prompts

On Apple Watch

Before following these instructions, ensure that you have paired your compatible iPhone with your Apple Watch.

Open the Apple Watch App on your iPhone.
Tap Wallet & Apple Pay.
Tap Add Card and follow the prompts.

In the Westpac App (Coming soon for Business Cards)

Before trying these instructions make sure you update to the latest version of the app.

Search Apple Pay in the Smart Search bar
Tap Add to Apple Pay
Swipe to select the card you want to add
Tap Add to Apple Wallet and follow the prompts

On iPhone (Westpac app user. Coming soon for Business Cards)

Open the Wallet app
Tap plus sign (+) in the top right corner
Select ‘From your apps on your iPhone’ > Select the Westpac app
Log into the authentication screen
Select the cards you would like to add and follow the prompts

Note: Make sure the card number, expiry date, CVC and name match what’s on your physical card. You can change any scanned details that were incorrectly pre-populated or scanned by the wallet.

Note: When selecting ‘From your apps on your iPhone’ if you do not have the Westpac mobile banking app installed on your device, this feature will not work. If you have multiple mobile banking apps, all apps will appear.

For more information, visit Apple Support.

I’ve added my Westpac Mastercard debit card but can’t see CHQ/SAV. How do I access the CHQ/SAV options?

To access the eftpos CHQ / SAV options you will need to remove your card from the Wallet app and add it again as a Different Card.

Update your Card on iPhone:

Remove your Westpac Mastercard Debit card from Apple Pay on your iPhone.
- Open the Wallet, tap your Westpac Mastercard Debit card, tap the three dots icon, then tap Remove Card.
Add your Westpac Mastercard Debit card back into Apple Pay on your iPhone.
- Open the Wallet, tap the + sign in the upper-right corner and follow the prompts.
- When you re-add your card, do not use the Previously provisioned feature. Ensure you select Add a Different Card at the bottom of the screen and use your iPhone camera to capture your card details.

Update your Card on Apple Watch:

Remove your Westpac Mastercard Debit card from Apple Pay on your Apple Watch.
- Open the Apple Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay, tap the card, then tap Remove this Card.
Add your Westpac Mastercard Debit card back to Apple Pay on your Apple Watch.
- Open the Apple Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay. A list of Payment cards on your watch may be displayed.
- Tap the yellow Add Card option below the list of Payment cards on your watch.
- Tap Continue and select Add a Different Card at the bottom of the screen, you will need to scan the physical card details and follow the prompts to enable dual network functionality.

Once you have completed enrolment, the eftpos network will be available and the eftpos CHQ and / or eftpos SAV options will be displayed.

Why am I asked to complete verification when I add my card to Apple Pay?

We take your security and the security of your accounts very seriously. When adding you card to Apple Pay via the Apple Wallet and you select the ‘From Apps on Your iPhone’ option we will ask you to sign-in to the mobile banking sign-in page using your normal process. We will also send you a SMS Protect Code to your registered mobile number and ask you to enter this. This will verify you are the owner of the cards being added to Apple Pay.

When adding your card from within the app or in the Apple Wallet by choosing the ‘Available Cards’ option we will send you a SMS Protect Code to your registered mobile number and ask you to enter this. This will verify you are the owner of the cards being added to Apple Pay.

What is a Device Account Number and how is it different to my physical card number?

When adding cards to Apple Pay a Device Account Number is created in place of your card account number. This number is used when you make a payment with Apple Pay (or a refund of that payment), so that your card account number isn't shared with the merchant and won’t appear on the receipt. Each time you add a card to Apple Pay; a new Device Account Number is created.

If you are using Apple Pay to obtain a refund, you may have to provide the last 4 digits of your Device Account Number. You can find your Device Account Number on the card details screen in your Apple Wallet.

Why am I seeing a message to contact my bank?

To set up Apple Pay you need to have registered for our SMS Protect Code service using a valid mobile phone number.

If you have not registered for this service, you will need to call us to set it up. You will be asked to verify your identity before we can set this up for you. You may also be asked to contact the bank if there is an error when attempting to enrol your card in Apple Pay.

You need to register for SMS Protect Code service with a valid Australian mobile phone number to enrol a Handycard in Apple Pay. If you have registered an international mobile phone number you will not be able to receive an SMS Protect Code and will need to call us to assist you.

Can my additional card holder add their card to Apple Pay?

How do I make a payment with Apple Pay?

You can pay with Apple Pay anywhere contactless payments are accepted, with your iPhone or Apple Watch. You will need to authenticate with either Face ID, Touch ID or your device passcode. Make sure you do not share your device passcode with anyone else or let anyone register their face or fingerprint on your device, as that person will be able to make Apple Pay payments and you will be responsible for their use of your card.

You can also use Apple Pay to make in-app payments and pay online in Safari with your eligible Westpac Mastercard on the Mastercard payment network.

For more information on how to use Apple Pay: https://support.apple.com/en-au/HT201239

Pay in store using Face ID

To pay using Face ID and your default card, double-click the side button, glance at your iPhone to authenticate with Face ID. Once authenticated, you then have 60 seconds to make the payment using the device.
Hold the top of the iPhone near the contactless reader until you see Done and a checkmark on the iPhone.

Pay in store using Touch ID

To pay using Touch ID and your default card, rest your finger on Touch ID to authenticate while holding the top of your iPhone near the contactless reader until you see Done and a checkmark on the iPhone

Pay with Apple Watch

To pay using Apple Watch and your default card, you must have first entered your passcode when you first put your watch on your wrist. Double-click the side button on your Apple Watch and hold the display near the contactless reader
Wait until the watch generates a gentle tap. The screen will also display Done and a checkmark

Note: You may be asked to enter your card PIN for transactions over $100* at some terminals

More information: https://support.apple.com/en-au/HT201239#stores

Pay within apps or online with Safari

To pay in-app, look for the buy with Apple Pay icon or choose Apple Pay as your payment method at checkout.
Follow the prompts and confirm that your payment, shipping and contact information are all correct. Tap > to change any of the payment information
Use Face ID or Touch ID to confirm your payment with an iPhone or Double Click the side button to confirm payment with an Apple Watch

More information: https://support.apple.com/en-au/HT201239#inapp

For online payments with your Mac with Touch ID, follow the prompts on the Touch Bar and place your finger on Touch ID when prompted to authenticate your payment

For online payments with other Mac models, use Bluetooth to select your iPhone or Apple Watch to authorise payments in Safari. You will need to be signed in to the same Apple ID on all devices.

More information: https://support.apple.com/en-au/HT201239#safari

Note: You may be asked to enter your card PIN for transactions over $200* at some terminals.

More information: https://support.apple.com/en-au/HT201239#stores

Can I use Apple Pay to tap on / off on Opal in NSW?

Yes, you can use your Westpac Mastercard in your Apple Pay wallet to tap on and off at Opal readers across the Opal Network in NSW. Importantly, you must tap on and off using the same Westpac eligible card and the same eligible Apple device, to ensure the correct fare is charged.

You shouldn’t use your PartPay Card in your Apple Pay wallet to tap on or off at Opal readers as the minimum spend is $100.

You cannot use your Handycard in your Apple Pay wallet to tap on or off at Opal readers as eftpos contactless payments is not yet enabled on the Opal Network in NSW.

Note: You cannot use Apple Pay on the Myki network in Victoria

More information: https://transportnsw.info/tickets-opal/opal/contactless-payments

Can I add multiple cards to Apple Pay on my device? / Can I add my card on multiple devices?

Where can I pay with Apple Pay?

Why doesn’t the card number on the merchant’s receipt match my physical card number?

Do I still get reward points when I use Apple Pay?

Do I need to use my card PIN with Apple Pay?

Are the Apple Pay transaction limits and PIN the same as the physical card?

Can I use Apple Pay to get cash out at a merchant / retailer?

Can business cards be added to Apple Pay?

Using Apple Pay with a Handycard

When you add your Westpac Handycard to Apple Pay, all transactions are processed via the eftpos network. If your Westpac Handycard card is linked to multiple accounts, transactions will be debited from the default account selected on your device. You can change this account selection on your device by tapping either eftpos SAV or eftpos CHQ on your device, before making a payment.

Note: The device will then default to the account last used for the next payment.

Using Apple Pay with your Westpac Mastercard Debit card

When you add your Westpac Mastercard Debit card to Apple Pay, the card will default to the Mastercard network for payments with Apple Pay.

If you have linked a second account to your Westpac Mastercard Debit card, Apple Pay allows you to select the account you would like the funds to be debited from. Payments made via the Mastercard network are processed by Mastercard in the same manner as other payments on the Mastercard network and are debited from your linked default account. Transactions processed via the eftpos network will be debited to your selected account linked to the selected payment option.

How do I change my payment network?

To change the default payment network to eftpos on your iPhone,open the Wallet app, tap on your Westpac Mastercard Debit card, tap the three dots and select eftpos SAV or eftpos CHQ from the Payment Option section.

Alternatively, you can change your payment network once you have authenticated, before making a payment. Authenticate, then choose the correct account by tapping either eftpos SAV or eftpos CHQ on your device.
Note: The device will default to the account last used for the next payment.

To update the payment network on your Apple Watch, double-click the side button and select your Westpac Mastercard Debit card, then firmly press the display, then choose your preferred network by tapping either eftpos SAV or eftpos CHQ.

Can I use Apple Pay while I’m overseas in the same way I do in Australia?

Apple Pay with Westpac Mastercard credit and Debit cards will work on the Mastercard network in all countries where contactless payments are accepted.

Overseas transactions are not currently supported for Mastercard Debit cards on the eftpos network, you will need to change your payment network to Mastercard to use your Debit card with Apple Pay overseas.

Overseas transactions are not currently supported for Westpac Handycards on the eftpos network via contactless payments with Apple Pay.

We recommend you take your plastic card as a backup when travelling overseas.

My physical card has expired, I’ve received a reissued or replacement card, do I need to re-enrol my card in my Apple Wallet?

Are there any additional fees and charges for adding my card to Apple Pay?

Can I use Apple Pay as a backup if lose my physical card?

Yes, you can use Apple Pay as a backup. If you have reported your card lost or stolen, your replacement card details will be automatically updated in your Apple Wallet and you can continue to make transactions without the need to activate your replacement card.

If you have placed a temporary block on your card, it will also be temporarily locked in your Apple Wallet and you will not be able to transact with that card using your device.

My device has been lost or stolen. How can I keep my card safe in Apple Pay?

If your device has been lost or stolen, you can prevent unauthorised payments being made with your card on Apple Pay by:

Remotely locking your iPhone, iPad, Mac or Apple Watch using the Find My app service to mark as lost. The ability to make payments on the device is suspended when it is put in Lost Mode
Permanently erasing all the data on your iPhone or iPad using the Find My app service. All your card information will be deleted from the device
Placing a temporary block on your card account via Westpac Online Banking.

I want to sell my device and get a new one, how do I make sure no-one can use my cards?

For an iPhone, iPad or Mac: You need to remove your personal information, including any cards you have added to your Apple Wallet. See Apple’s Support pages for more information on how to manage: https://support.apple.com/en-au/HT201351

For an Apple Watch: You need to turn off activation Lock and remove your personal information, including any cards you have added to your Apple Wallet. See Apple’s Support pages for more information on how to manage: https://support.apple.com/en-au/HT208855

Can I add my loyalty or gift cards to my Apple Wallet?

What T&Cs Apply to Apple Pay?

Can I see my transactions in Apple Wallet?

Yes, when you tap on a Westpac Mastercard in Wallet, you will see the latest 10 transactions for that card made with Apple Pay (excluding refunds or transactions made on the eftpos payment network). Note: You will not see other transactions made with your Westpac card. To view a complete list of your transactions, refer to your Westpac account statement.

If you’ve set up your Apple Watch with Apple Pay, you can check your transaction history in the Watch app on your paired iPhone. In the Watch app, tap Wallet & Apple Pay, tap your card, and tap the Transactions tab.

If you've set up Apple Pay on your Mac with Touch ID you can check your transaction history in your Wallet & Apple Pay settings. On your Mac go to System Settings (or System Preferences), then click Wallet & Apple Pay. Select a card, then select the Transactions tab. You can select a transaction to see more details.

How do I dispute a transaction made using Apple Pay?

Your Westpac account statement does not differentiate transactions made with your card or those made with Apple Pay.

If you do not recognise a transaction made with your Westpac card we recommend a few steps to help resolve this issue. More information :

Consumer Cards:

https://www.westpac.com.au/personal-banking/credit-cards/manage/fraud-disputes-lost-stolen-cards/disputing-transaction/

Business Cards:

https://www.westpac.com.au/business-banking/credit-cards/manage/fraud-disputes-lost-stolen-cards/what-to-do-fraudulent-transaction/

My Westpac Handycard does not have a CVC, what can I do?

How do I remove a card from Apple Pay?

You can remove a card from Apple Pay at any time, the process is slightly different for each device.

iPhone or iPad

Go to Settings > Wallet & Apple Pay, tap the card that you want to remove, then scroll down and tap Remove This Card
Or open Wallet app, tap a card, tap the three dots, then scroll down and tap Remove This Card

Apple Watch

On the iPhone, open the Apple Watch app, and go to the My Watch tab
Scroll down, tap Wallet & Apple Pay, tap the card, then scroll down and tap Remove This Card
Or tap Wallet on the Home screen of your Apple Watch, tap a card, press it firmly, and tap Remove Card

Macs with Touch ID

Go to System Preferences > Wallet & Apple Pay.
Click the card that you want to remove, then click the minus (–) sign to remove the card.

If your card is closed it will be automatically removed from your Apple Wallet and you will not be able to make transactions with that card on your device.

Is there a minimum age to use Apple Pay?

What is the difference between adding my eligible card from the Westpac App and adding it via the Apple Wallet app?

When you add your eligible card to Apple Pay directly from our App or via the ‘From Apps on Your iPhone’ option in Apple Wallet your name, card number, expiry date and CVC are securely passed to Apple to allow Apple to set-up and operate Apple Pay, so you do not need to enter these details manually. Only eligible cards are displayed in your Westpac App or via the ‘From Apps on Your iPhone’ option in Apple Wallet

Apple Wallet also has a manual process where you are able to enter the card details directly by selecting the ‘Debit or Credit Card’ option under the ‘Available Cards’ heading.

Apple pay Frequently Asked Questions