Westpac Banking Corporation

Security

How we protect you

About Westpac Protect SMS Code Frequently Asked Questions

What is the Westpac Protect SMS Code?

The Westpac Protect SMS Code is a single use 6-digit code sent to your nominated mobile phone to confirm a transaction using Westpac Online.

When will I use Westpac Protect SMS Code ?

The Westpac Protect SMS Code will be used in Westpac Online Banking to pay a new payee, modify an existing payee, pay a new restricted BPAY Biller and reference (other BPAY Billers such as utilities, do not require a SMS Code). You will also use one when you make overseas transactions, increase your Daily Limit, initiate a bank cheque to a new payee, access your contact details or reset your Westpac Online Banking password online if you've forgotten it or been suspended after three failed password attempts.

Why don't I receive a Westpac Protect SMS code for every transaction I undertake?

You will be prompted to use a Westpac Protect SMS code only when:

  • paying a new payee, adding a new payee or modifying an existing payee in the Pay Anyone or Periodic Payment sections
  • making a first time payment to a Restricted BPAY Biller
  • increasing your Daily Limit online
  • making Overseas Payments
  • initiating a bank cheque to a new payee
  • accessing your contact details or
  • resetting your Westpac Online Banking password online prior to signing in.

Recently paid BPAY Billers or payees will not require a SMS code.

Is a Westpac Protect SMS code required for scheduling pre-dated payments?

Westpac SMS Protect code is only required if you are paying someone for the first time.

How quickly will I receive the Westpac Protect SMS code?

You should receive the SMS code instantly. Delays may occur if the network is congested. Please contact Westpac Protect SMS Code Help Desk on 1300 655 505 if you experience any difficulties.

How many times can I enter the Westpac Protect SMS code?

You can enter and submit the Westpac Protect SMS code up to 3 times for that transaction. On your 3rd unsuccessful attempt your Westpac Online access will be suspended. For security reasons, you will need to contact Westpac Protect SMS Code Help Desk on 1300 655 505 for assistance.

Can I get the Westpac Protect SMS code resent for a transaction?

Yes, you can have the SMS code resent up to 3 times by clicking the "Send me a new Westpac Protect SMS code" link.

Where do I enter my Westpac Protect SMS code?

Enter the SMS code in the field next to the words "Enter your SMS Code", during your transaction.

Can I delete the Westpac Protect SMS Code from my mobile as soon as I receive it?

Yes. We recommend you delete the Westpac Protect SMS Code from your mobile once the transaction it was intended for is completed.

I have received a SMS code from Westpac, but I am not performing a transaction.

Contact our Westpac Protect SMS Code Help Desk, on 1300 655 505 immediately and provide details of the SMS.

What do I do if the content of my Westpac Protect SMS code message is different from the transaction I am currently making?

Contact our Westpac Protect SMS Code Help Desk, on 1300 655 505.

How long will the SMS Code last?

Our Westpac Protect SMS Code will be valid for 1 transaction only and will expire after 5 minutes.

Can I receive Westpac Protect SMS Code via email?

No, we would never send you a Westpac Protect SMS Code via email. If you receive an email requesting any such personal information, do not respond. Instead, contact our Westpac Protect SMS Code Help Desk, on 1300 655 505.

Can I register using my home or landline telephone number?

Customers can provide their home or landline phone number however we cannot guarantee the SMS service to that number and are unable to support this option. Please contact the Westpac Protect SMS Code Help Desk, on 1300 655 505 for advice on the options available if you don't have a mobile phone.