FAQs

Online Banking security (20)

• Can I view or change my Daily Payment Limit using Online Banking?

  You can view your set Daily Payment Limit and available Daily Payment Limit each time you make a payment.

• How long can I stay signed in to Westpac Online Banking?

  For your security, Westpac Online Banking sessions have a time limit of 4 hours.

• Do I get signed out of Online Banking automatically when I close the browser?

  It is important to sign out of Westpac Online Banking once you have finished banking by clicking the ‘Sign out’ button.

• A page in Westpac Online Banking doesn’t look right, looks or behaves strangely, or has additional unfamiliar fields.

  Trust your instinct. If it doesn't look quite right, err on the side of caution and assume it's not right.

• Can I report a lost or stolen card from Online Banking?

  Go to the Services and preferences menu and select Services expanding the ‘Report lost or stolen cards’ section.

• What security devices are available in Online Banking?

  Online Banking offers the following security devices for additional safeguard against fraud

• How to check if I have a Security Code via the App?

  Follow these steps to check what devices have been registered for a Security Code.

• How do I register for Westpac Protect™ Security Code?

  You can register for Westpac Protect™ Security Code within your Online Banking or the Westpac App.

• How does the Westpac Protect™ Security Code provide extra protection?

  Receiving a one-time passcode via Westpac Protect™ Security Code helps provide extra protection against fraud and scams by allowing you to confirm that you authorise a transaction or activity and validating the request is genuine.

• I received a Westpac Protect™ Security Code, but I didn’t make a transaction.

  If you received a Westpac Protect™ Security Code that looks different to what you expected (for example, the recipient account details had changed), please call us immediately on 132 032. Please forward hoax/scam SMS messages claiming to be from Westpac to 0497 132 032 for investigation.

• My Westpac Protect™ Security Code looks different to what I expected.

  If you received a Westpac Protect™ Security Code that looks different to what you expected, please call us immediately on 132 032.

• Where is the 4 digit passcode stored?

  Westpac does not hold or store the 4 digit passcode.

• How do I change my SMS Code mobile number?

  You can update your mobile number via Online and Mobile Banking...

• How do I order a replacement SecurID token?

  To order replacement token, sign in to Westpac Online Banking...

• Personal customer - how to order replacement tokens for expiring/expired tokens

  The user needs to sign in to Westpac Live and complete the following steps...

• Trusted Wifi

  Trusted Wi-Fi (also known as certificate pinning or public key pinning)

• Forgotten your password or Customer ID?

  You can find your Customer ID on your statement, or retrieve it from the Westpac App and Online Banking. If you have forgotten your password, you will need to reset it. This can be done via the Westpac App or Online Banking.

• How do I know I'm on the real Westpac website?

  To make sure you're always connected to Westpac Online Banking and not a fraudulent website, follow these important steps...

• How do I protect myself from Online Banking fraud?

  Whether banking online or via your mobile protect yourself against online banking fraud by...

• Personal customer – how to activate a token

  The user needs to sign into Online Banking and complete the following steps...