FAQs

PayTo (31)

• Do I need to do anything to get ready to use PayTo?

  Individual customers (including sole traders): No. If you have an eligible account, you’ll be able to receive a PayTo...

• Which accounts are eligible for PayTo?

  Personal accounts: Westpac 55+ and Retired, Westpac Choice, Westpac Choice Basic, Westpac Choice Plus package, Westpac Choice Student, Westpac Choice Youth, Westpac DIY Super Working Account. Business accounts: Bank Bill Business Loan, Business Account...

• How do I start making PayTo payments?

  To start using PayTo, you’ll need to provide your PayID or BSB and Account Number to a participating business...

• How is PayTo different from Direct Debit?

  PayTo is a new digital alternative to the existing Direct Debit payment method, allowing you to manage payments from your bank account...

• Where can I see all my upcoming PayTo payments?

  To see the date of your next scheduled PayTo payment, open the relevant PayTo agreement and check under Payment Frequency...

• What happens if a PayTo payment is unsuccessful?

  If a PayTo payment is unsuccessful we’ll let you know immediately and, where possible, explain what may have caused it to fail...

• How do I pause or cancel my PayTo agreement?

  You can pause or cancel a PayTo agreement at any time in Westpac Online Banking or the Westpac App...

• Can I link my PayID to a PayTo agreement?

  Yes. If your PayID is linked to an account that’s eligible for PayTo, you can use your PayID instead of a BSB and Account Number to set up a PayTo agreement...

• Can I make changes to a PayTo agreement after I’ve authorised it?

  Once your PayTo agreement has been authorised, you can change the account linked to it, or you can pause, resume or cancel it...

• I set up a PayTo agreement but I can’t see it in Westpac Online Banking or the Westpac App. Why isn’t it there?

  Any PayTo agreements that haven't been actioned within the required timeframe will lapse and disappear from your list of PayTo agreements...

• Is there a transaction limit for a PayTo Agreement?

  Your PayTo agreement may specify an exact amount to be paid and a regular payment frequency (for example, monthly), or a variable...

• Do I need to use Westpac Online Banking or the Westpac App to use PayTo?

  By registering for Online Banking you can view, authorise and manage your PayTo agreements securely in Westpac Online Banking or the Westpac App...

• I’m a signatory for a family member’s bank account. Can I authorise a PayTo agreement on their account?

  Only account owners, those with third party online access or Shared Access to your account in Online Banking can authorise and manage (for example, decline, cancel, or pause) PayTo agreements...

• How do I set up and authorise a PayTo agreement?

  Select PayTo as a payment option at a participating merchant or business and provide them your BSB and Account number or PayID...

• Where can I find my PayTo agreements?

  Personal customers: Online Banking: Services > PayTo agreements. Mobile Banking: Profile > Payments > Payment agreements > PayTo agreements or enter ‘PayTo’ in the Search field. Business Network: Online Banking: Services...

• I have Third Party Access Authority, can I authorise a PayTo agreement on behalf of the account owner?

  PayTo works in the same was as other Online Banking access for Third Parties...

• I’ve provided others with access to my account via Third Party. Can they see my PayTo agreements?

  Depending on the type of access you’ve provided, users with Third Party Access Authority and other permissions may be able to view and manage your PayTo agreements on your behalf...

• I’ve provided Shared Access to my account/s via a Personal Network. Can these users see my PayTo agreements?

  Users with Shared Access to your account won’t be able to see or manage your PayTo agreements, unless you add the PayTo feature for them in Online Banking under User Administration...

• How do I give PayTo access to those who I have shared my account with?

  If you have a personal profile, and have provided Shared Access (Personal Network) to users, here’s how you can allow them to manage PayTo agreements on your behalf...

• How do Business Networks use PayTo agreements?

  PayTo works in the same way as other Online Banking features for networks – an account administrator will need to turn the feature on and select users and their levels of permissions...

• What happens if one of my Network Users or Third Parties declines or cancels my PayTo agreement?

  If you’re part of a Business or Personal Network or have provided Third Party access to your account, other users may be able to authorise, decline, change linked accounts, pause, resume, and cancel your PayTo agreements on your behalf...

• There are PayTo agreements and PayTo payments on my account I don’t recognise.

  If you've provided other users with access to your account, they may have set up new PayTo agreements on your behalf...

• I am receiving notifications about a PayTo agreement that I didn’t set up.

  If you’re a member of a Network or have third party access to an account, you’ll receive notifications about PayTo agreements (and PayTo payments) linked to that account...

• What happens if I decline a PayTo agreement?

  If you, or someone with authorised access to your account, declines a PayTo agreement, it’ll be cancelled and the business or merchant won’t be able to take payments from your account...

• Are PayTo payments part of my Daily Payment Limit?

  PayTo payments aren’t included in your Daily Payment Limit. Business Networks and Personal Networks (Shared Access): PayTo agreements and payments are also not included in your Users Daily Payment Limit...

• What happens if I decline an update or amendment to my PayTo agreement?

  Your PayTo agreement will remain unchanged. PayTo payments will continue to be taken from your account as per the terms of your existing PayTo agreement...

• What if a PayTo payment is taken outside the terms of my PayTo agreement?

  If a PayTo payment has been taken that you believe to be outside the terms of your PayTo agreement, you should first contact the business or merchant to investigate the issue...

• What is ‘restricted payment frequency PayTo agreements’?

  Restricted frequency is a feature for Business Networks (or those personal customers who have Shared Access to their account via a Personal Networks) where they can allocate users to manage higher frequencies of PayTo agreements...

• Who can I contact for help?

  If you have an issue or query with one of your PayTo agreements or an issue with a PayTo payment, you should get in touch with the business or merchant first. If they’re not able to assist, please contact us...

• Why was my PayTo agreement paused or cancelled?

  If you’re unsure who was responsible for an action taken on your PayTo agreement, this information is available in the PayTo agreement history in Online Banking...

• Can I change my direct debit to PayTo?

  To switch an existing direct debit agreement to PayTo, contact the relevant business or merchant....