FAQs

Online Banking (62)

• Are running balances available on Westpac Online Banking?

  You can view your running balances using Online Banking.

• Are there any fees and charges associated with Online Banking?

  There are no establishment or ongoing fees for accessing Online Banking, however fees and charges apply for the processing of some payments.

• 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 do I find the interest earn on saving account?

  Find how much interest earn on your saving account.

• How do I make a BPAY® payment using Online Banking?

  You can make a BPAY® payment using Online Banking.

• How many ways can I pay my credit card?

  You have three payment amount options.

• Is it possible to change the ATM / EFTPOS limits on my Handycard?

  You can increase or decrease your Handycard ATM / EFTPOS limits easily from Online Banking.

• Manage Term Deposit online - what is the Six Business Day Variation Period?

  The variation period is the six business days starting from the maturity date in which you can let us know your renewal instructions...

• What information is available for interest rates and tax?

  Find information available for interest rates and tax.

• What is the minimum amount that a Term Deposit can be managed using Online Banking?

  The minimum amount that can be managed using Online Banking is $5,000.

• When can I hide my accounts?

  Online Banking allows you to hide accounts from display and reveal them again when you choose.

• Why do I need to provide my email address?

  Find out why your need to provide your email address for Online Banking.

• Where can I find the option to approve a Term Deposit renewal?

  You can find the Term Deposit renewal authorisation by going to the Approvals section

• Manage Term Deposit online - are there any restrictions for making changes to my Account within Online Banking?

  You’re unable to make the following changes:

• Manage Term Deposit online - can I give third party account access to a person/organisation and how do I set it up?

  Manage Term Deposit online - if a Third Party has access to my Term Deposit, what can or can’t they do?

• What happens if a Term Deposit is held as a security or has a restricted status?

  Changes won’t be able to be made in Online Banking if a Term Deposit is held as a security or has a restricted status...

• What happens if I want to break a Term Deposit contract before maturity? Can I manage this online?

  No, you won’t be able to do this within Online Banking...

• What if I don’t want to use Online Banking to manage my Term Deposit?

  You can still manage your Term Deposit by calling us on 1300 558 724...

• Manage Term Deposit online - if a Third Party has access to my Term Deposit, what can or can’t they do?

  When you fill out the Third Party Access Authority form, you can choose between...

• Can I add or withdraw funds from a Term Deposit in Online Banking?

  Yes you can, provided it is within the Six Business Day Variation Period.

• Can I filter my search by transactions?

  You can search a transaction by description, date or amount.

• 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.

• How do I transfer between my accounts using Online Banking?

  Step by step guide to transferring between accounts using Online Banking...

• Manage Term Deposit online - what if more than one person needs to authorise changes?

  Multiple authorisations for Term Deposit changes can be made using Online Banking.

• What is the account overview in Westpac Online Banking and Mobile Banking?

  Account overview provides you with a snapshot of all your accounts.

• When can I use Online Banking to manage my Term Deposit?

  You can add or change maturity details in Online Banking within the Six Business Day Variation Period.

• Where is the 4 digit passcode stored?

  Westpac does not hold or store the 4 digit passcode.

• How secure is it to set or change my PIN online?

  We protect you with our Security Guarantee and will repay any missing funds that are a result of online fraud...

• What do I need to set or change my PIN online?

  To set or change a PIN via online, mobile or tablet banking, you need to be registered...

• Can I set or change my card PIN online?

  If you have a new or reissued credit card issued since 1 April 2016 or a Debit Mastercard issued since 1 March 2015...

• Can I add a new biller or payee?

  You can add a new biller or payee via Make a Payment or Transfer Funds.

• Can I change a recurring payment?

  You can only update the amount of the recurring payment.

• Can I set up recurring payments?

  You can use Online Banking to set up a payment to repeat on a regular basis.

• 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.

• 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.

• Is it possible to change a scheduled payment?

  A scheduled payment can be changed up to midnight (Sydney time) the day before the payment date.

• What will my upcoming payments show?

  Your upcoming payments will show all the payments you’ve submitted which are waiting to be processed, either today or on a future date.

• How do I dispute a card transaction in Westpac Online and Mobile Banking?

  Don’t recognise a transaction? Many businesses have a trading name that differs from their billing name. You can get more details...

• Is 4 digit passcode sign in secure?

  Yes. You will be backed by our security guarantee. That means that if your Westpac account is compromised as a result of Internet fraud...

• 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...

• How do I view eStatements for an account that has been closed?

  Learn how to view eStatements for an account that has been closed.

• Why can’t I see eStatements for all accounts that have been closed?

  Only statements for eligible closed credit cards, savings and transactions accounts are currently available in Westpac Online and Mobile Banking. You can view closed account statements for...

• eStatements FAQs

  All of your questions about Westpac eStatements answered including what accounts are eligible. Find out how to save, print and email your eStatements.

• How do I change my SMS Code mobile number?

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

• How can I find the interest rate on my home loan?

  Westpac's home loan interest rates can be found under our Variable interest rates or Fixed interest rates pages.

• How do I change my name with the bank?

  To change your name, please visit a branch in person and bring along certified or original legal documents issued by the Registrar of Births, Deaths and Marriages.

• How do I order a replacement SecurID token?

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

• How do I view old statements?

  Ways to obtain a copy of your statement.

• 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 change my Westpac daily payment limit?

  Sign into the Westpac App and manage your daily payment limit.

• What if I make a mistake with my Term Deposit in Online Banking?

  You can still manage your Term Deposit by calling us on 1300 558 724 8am – 8pm Sydney time...

• Personal customer – how to activate a token

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

• How do I rename my account with a nickname of my choice?

  You can easily change your account names to nicknames once logged into Online or Mobile Banking...

• Pending balance

  While the credit card refund is pending the amount does not alter your account balance.

• Pending refund

  When you request a refund for a purchase made using a credit or debit card (selecting credit, contactless payment or online/phone purchase) the bank, upon receiving the refund request, may display the refund as “pending”.

• 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.

• How do I delete my Online Banking access?

  Learn how to deregister from Online Banking.

• How do I pay by BPAY®

  You can make a BPAY® payment using Online Banking, Mobile Banking or Tablet Banking. Account holders must be 14 years old or over to make BPAY Payments in Online Banking. Account holders under 14 can BPAY payments through Telephone Banking.

• How much does it cost to transfer money overseas?

  For fee and FX rate information when sending an international money transfer, please refer to Westpac’s currency converter, find out more...

• What is BPAY View® and how do I register for it?

  BPAY View® allows you to receive and view your bills through Online Banking. Account holders must be 14 years old or over to use BPAY View.

• What payment options do I have?

  We have a range of payment options in Online Banking. Account holders must be 14 years old or over to make BPAY Payments in Online Banking. Account holders under 14 can BPAY payments through Telephone Banking.

• Where do I find my messages and alerts on Westpac Online Banking?

  When you sign into the app you can search for messages; on desktop you’ll see a Notifications button.