Westpac Banking Corporation

Security

How we protect you

Using Westpac Protect SMS Code Frequently Asked Questions

How much does it cost to use Westpac Protect SMS Code?

Westpac Protect SMS Code is a free service for personal customers, to further safeguard Internet Banking when signed in to Westpac Online.

Will I be required to confirm payees or BPAY Billers I've paid previously, once I have registered for Westpac Protect SMS Code?

Recently paid BPAY Billers and payees will not require Westpac Protect SMS Code confirmation.

I pay the same bill every month, but get asked for a Westpac Protect SMS Code each time.

The Biller you are paying may be issuing a different Customer Reference Number for each bill, and as a result, you will need a SMS code for each payment.

Can I set up a new payee before making a payment?

Yes. If you are registered for Westpac Protect SMS Code you will be sent an SMS code to confirm set up of your new payee. Once the payee has been confirmed with the SMS code, payments to that payee will not require an SMS code.

I haven't received the Westpac Protect SMS code on my mobile phone.

If you do not receive a Westpac Protect SMS code, check your mobile phone reception. If your network has coverage, click the "Send me a new Westpac Protect SMS code" link to receive a replacement code. If you experience further problems, simply call Westpac Protect SMS Code Help Desk, on 1300 655 505.

I was sent a Westpac Protect SMS code but my Westpac Online Banking session has timed out.

You need to re-enter your Westpac Online Banking password to return to the transaction. You will then need to proceed as normal and a new SMS code will be required to complete the transaction.

The "Send me a Westpac Protect SMS code" link is no longer visible. How do I request another SMS code?

You may have entered an incorrect SMS code. We suggest you re-enter the 6-digit code. However, if you have deleted the SMS code you will need to cancel this transaction and begin again.

Why is my full account number not displayed in the text message and on the confirmation screens?

For security reasons, for payments to credit cards, part of the account number within the text message has been hidden. It is displayed identically on the online confirmation to ensure it matches the text message. Payments to a BSB and account will display the entire BSB and account number.

What happens if I delete the SMS code by accident from my mobile phone?

If you delete an SMS code by accident you can simply click the "Send me a new SMS code" link to receive a replacement SMS code.

How do I know the SMS code is from Westpac?

Your SMS code will show the sender as 0448 222 001.

I can't use SMS, so what are my options?

Please call our Westpac Protect SMS Code Help Desk, on 1300 655 505 to discuss your options.

I've received a PIN Mailer to activate my Daily Limit, but I have already registered for Westpac Protect SMS Code. What should I do with my PIN Mailer?

As you have registered for Westpac Protect SMS Code your PIN Mailer is no longer required, which can now be destroyed. You can now change your Daily Limit instantly and at anytime within Westpac Online.

How quickly will my payment be received if I am paying another Westpac account holder?

If you are registered for Westpac Protect SMS Code, payments to other Westpac account holders will be processed the same day. If you are not registered for Westpac Protect SMS Code and you are making a payment to a new payee or an existing payee that has not received a payment from your account within the last 12 months, the 24 to 48 hour hold period will apply.

How do I create a new payee for periodic payments?

When you set up a periodic payment, enter the payee details which will be automatically added to your payee details list located under Pay Anyone. Alternatively you can set up a new payee in the payee details tab within Pay Anyone. Then when you set up a periodic payment, simply select the payee from the pay to list.

What happens if I get a request for my Customer ID and password via SMS?

We will never request such information from a customer via SMS Code. Should this occur, please contact the Westpac Protect SMS Code Help Desk, on 1300 655 505.

What happens if I send a question to Westpac using SMS?

We are unable to receive an SMS from you. If you have a question, please contact our Westpac Protect SMS Code Help Desk, on 1300 655 505.

How do I access the Westpac Protect SMS Code on my mobile phone?

Ensure your mobile phone is on and you have network coverage. Go into your Messages and access the inbox. If you’re unsure of how to access the SMS functionality, please check with your mobile phone service provider.

What is an SMS?

SMS stands for 'short message service'.

In what format do I enter my Westpac Protect SMS Code?

Your SMS code will be a 6-digit number with no spaces.

I have been suspended from Westpac Online Banking. What do I do?

If you're registered for Westpac Protect SMS Code you can reset your Westpac Online Banking password instantly by clicking the 'Forgotten your password?' link from the Westpac Online Banking sign in page.

If you're still experiencing issues, please call the Westpac Protect SMS Code Help Desk, on 1300 655 505, for assistance.  If overseas call +61 8 84248490.

Do I need a Westpac Protect SMS Code when transferring funds between my own accounts?

No, a Westpac Protect SMS Code is not required for transfers between your own Westpac accounts.

Why did Westpac choose SMS Code as an online security solution?

We opted for the Westpac Protect SMS Code solution as it is a proven security measure for Westpac Online Banking. It is regarded as second-factor authentication. First factor refers to 'something you know’ (i.e. your password) and second factor is ‘something you have’ (like your mobile phone). Both are used to verify your identity and thus make your transactions more secure.

Why can't I use a token, rather than a SMS Code?

Westpac Protect SMS Code is available for Westpac personal customers only.  SecurID® tokens are the second-factor authentication tool available for Westpac business customers.

What overseas transactions will SMS Code be required for?

If you are registered for SMS Code all payments to overseas payees will require an SMS Code.