FAQs

Forgotten your password or Customer ID?

To find your Customer ID, you’ll need:

• Your Westpac debit card, credit card or handycard
• The mobile registered for Westpac Protect™ Security Code. Not registered? Sign up now

Alternatively, you can find your Customer ID on your statement, towards the top.

In the Westpac App

1. Tap Forgot customer ID or password on the sign in screen
2. Tap Customer ID
3. Enter your details and tap Next
4. Enter the SMS code sent to your registered mobile and tap Next
5. Your customer ID will be displayed.

In Online Banking

1. Select Forgot customer ID or password on the sign in screen.
2. Select Customer ID
3. Enter your details and select Next
4. Enter the SMS code sent to your registered mobile and select Authorise
5. Your customer ID will be displayed.

On your statement

You can find your Customer ID towards the top of your Westpac Account Statement. It’s also in the email sent to you when you opened your account or registered for Westpac Online Banking.

Forgotten your password?

You'll need to create a new password if you’ve forgotten your old password. For this you'll need:

• Your Customer ID (You can find this on your statements)
• Date of birth
• Your registered security device. Either Westpac Protect™ Security Code or RSA SecurID® token.
  

How do I reset or change my password?

In the Westpac App

1. Tap Forgot customer ID or password on the sign in screen
2. Tap Forgot password
3. Enter your Customer ID and Date of birth and tap Next
4. Enter the SMS code sent to your registered device
5. Create and re-enter your new password and tap Next
6. Once signed in, you can change your password from the Smart Search bar
   

In Online Banking

1. Go to our Forgot customer ID or password
2. Enter your customer ID and date of birth
3. Choose your preferred security method SMS Code or RSA SecurID® token
4. If you have chosen SMS Code provide the mobile number linked to your profile
5. Enter the SMS Code sent to your mobile or the number on your SecurID® token
6. Choose and confirm your new password