Westpac Added Online Security - FAQs

eftpos Secure, Mastercard Identity Check and Visa Secure services are an additional layer of security used by participating online retailers to validate your transaction, ensuring you are the cardholder making the online transaction. Westpac helps eftpos, Mastercard and Visa provide you this layer of security free of charge through Westpac’s Added Online Security service.

From time to time you may be required to enter a 'One Time Password' when making an online transaction with a participating online retailer. This is to ensure you are the legitimate cardholder making the transaction.

During these transactions, a screen will pop-up requesting you to enter a 'One Time Password'. You will have a choice to send the 'One Time Password' to the mobile number or email address you have previously provided us. Simply follow the prompts on the screen and enter the 'One Time Password' that has been sent to your nominated mobile number or email address.

You must ensure your details are up to date. You can update your details in Online Banking¹, by contacting Westpac using the number on the back of your card, or by visiting your nearest branch.

Note: You may not be able to complete your transaction online if your details are not up to date.

A 'One Time Password' is an extra layer of security that sends a unique password, that can only be used once, to your nominated mobile number or email address to verify your online transaction.

These services are included with your eftpos, Mastercard or Visa card to enhance your online security, protecting you and the online retailer. At Westpac we want to help you so we provide the service free of charge through Westpac’s Added Online Security service.

If you’re travelling overseas and are unable to access your Australian mobile number, let us know if you have a temporary overseas mobile number. You may need to receive a ‘One Time Password’ via SMS in order to verify your online transaction. This SMS can be received using your temporary overseas mobile number. You can update your details by:

• Signing into the Westpac App
• Signing into Westpac Online Banking¹
• Contacting us by calling the number on the back of your card, or
• Visiting your nearest branch.

We use the mobile number or email address you have previously provided to us. If your mobile number or email address details are not correct, you may not be able to complete your online transaction. To avoid problems with the service, please ensure you update your details whenever they change by:

• Signing into the Westpac App
• Signing into Westpac Online Banking¹
• Contacting us by calling the number on the back of your card, or
• Visiting your nearest branch.

Your online transaction may time out while you update your details. If this happens, you may need to refresh your screen or close the window and restart the checkout process again.

Part of the mobile number or email address is masked for your added security. You should be able to identify your mobile number or email address by verifying the few visible characters.

Most valid Westpac issued eftpos, Mastercard and Visa (credit and debit) cards are automatically eligible for the service. This excludes Westpac Handycard.

Most valid Westpac issued eftpos, Mastercard and Visa (credit and debit) cards are automatically eligible for the service. This excludes Westpac Handycard.

Yes, this service is available to all cardholders for an account who have provided us a mobile number or email address.

Westpac helps provide you these services to enhance your online security by minimising the risk of fraudulent transactions. Some participating online retailers may require you to authenticate a transaction using the service before they will accept your card to complete your online transaction.

If you do not want to use the services, then unfortunately your transaction will be declined, and you will not be able to complete the purchase.

Yes, if you suspect fraudulent use of your card, you should contact Westpac immediately.

No. Not all merchants are registered for these services. If a merchant is not registered, you will not be asked to enter a ‘One Time Password’ to complete your online transaction

You do not need to register for this service. Most valid Westpac issued eftpos, Mastercard and Visa (credit and debit) cards are automatically eligible for this service. This excludes Westpac Handycard.

Westpac safeguards your personal information and does not provide your mobile phone or email details to the retailer. For more information about our Privacy Policy, please visit westpac.com.au/privacy

Currently only mobile numbers and email addresses are supported to receive the 'One Time Password'.

To avoid the risk of unauthorised transactions being made by using a 'One Time Password' sent to your stolen mobile, please ensure you promptly update your mobile phone number held with us.

You can update your details by:

• Signing into the Westpac App
• Signing into Westpac Online Banking¹
• Contacting us by calling the number on the back of your card, or
• Visiting your nearest branch.