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Cancelling a direct debit

Here’s how we can help you cancel your direct debits

Check if your regular payment is a direct debit or recurring payment

Before you cancel a regular payment, check whether the payment has been set up as a direct debit or a recurring payment. This will help determine how to cancel the regular payment.

What is the difference between a direct debit and a recurring payment?

Direct debit

A direct debit is a regular automatic payment that authorises a merchant or service provider to withdraw an agreed amount of money from your nominated account. Direct debits are set up from an eligible transaction account using your BSB and Account Number.

We can help you cancel a direct debit payment.

Recurring Payment

A recurring payment is a regular automatic payment that authorises a merchant or service provider to charge your debit or credit card. Recurring payments are set up from your debit or credit card by supplying the merchant or service provider with your 16-digit card number, expiry date and the CVC number on the back of your card.

If you’d like to cancel a recurring payment, you’ll need to contact the merchant directly.

How can we help with the cancellation of a direct debit?

We can notify a company of your request to cancel a direct debit from your Westpac account, or temporarily stop the company from debiting any funds from your account for 3 years.


You can complete a request through Online Banking or the Westpac App

In Online Banking (desktop device) for Business Networks

  1. Hover over Service menu, click Services
  2. Under the Account Services heading, click on Other account services
  3. Click on Cancel direct debit
  4. Choose the account on which the direct debit will appear
    Note: you can only view companies that have direct debited your account in the past 90 days. Refer to the other contact methods below if the relevant company or direct debit does not appear on this list
  5. Review form details and continue
  6. Choose a direct debit and follow the prompts
    Note: if the account has an operating authority of more than one to ‘sign’ or the Administrator has increased the number of Approvers for Business Servicing Requests, another Approver(s) may need to approve before the request can be processed. 

In the Westpac App or Online Banking (mobile device - Personal and Business profiles)

  1. Search Cancel direct debit
  2. Tap Cancel a direct debit
  3. Choose the account on which the direct debit will appear
  4. Select a direct debit and follow the prompts


Tip: If you can’t see your account to select or are presented with an error, your access may not allow you to manage Business Servicing Requests, which include cancelling a direct debit, or you might not have value access (view and create payments) to the account. Check your access via Service > Preferences > Profile access and ask your Administrator to make changes if required.

Tip: Business network, third party accounts or joint accounts with all owners required to sign on payments or account changes, are not eligible to raise Cancel direct debit requests via online banking.   Refer to other methods to cancel these below. 


Approving a request to cancel a direct debit 


  1. Click Approvals on Summary screen
  2. Click Service request tab
  3. Select the ‘request’ and follow the prompts


  1. Tap Business in the bar menu
  2. Tap Approvals > Service Request tab
  3. Select request and follow the prompts

Over the phone

If you’d like to speak to someone over the phone to request that we notify a company to cancel your direct debit, or temporarily stop the company debiting funds, give us a call on: 132 142, 8am-8pm AEST time, 7 days.

Visit your local branch

You can also visit your nearest branch to request that we notify a company to cancel your direct debit, or temporarily stop the company debiting funds and we will process the request on your behalf.



Important information to know when cancelling a direct debit payment

You can request that we stop a company from debiting any funds from your nominated account for 3 years. During this period, you will only be able to reinstate or create a new direct debit with that company on the nominated account, by contacting us over the phone or visiting us in branch to lift the block.

If you don’t want to stop all direct debits from a company, you can ask us notify the company that you wish to cancel a specific direct debit. This may be relevant if, for example, you have your phone and internet with the same company, but only want to cancel the phone payment. 

When we notify a company that you wish to cancel a direct debit, this is a notification only; it will be up to the company to cancel your direct debit. If you still owe the merchant or service provider for their service or utility, you’ll need to make alternate payment arrangements with them.

Experiencing financial difficulty?

We understand that life can take unexpected turns. If you’re experiencing financial difficulty and are unable to meet your regular financial commitments, please let us know. We are here to help.  

To speak to someone from our Westpac Assist team please call:
1800 067 497, Monday-Friday 8.30am-7.30pm, Saturday 9.30am-6.00pm (Sydney time).

Alternatively, you can receive free independent advice from a Financial Counsellor. This is a free service with dedicated people in each state that will work with you to understand your circumstances and help with next steps. 

Contact the National Debt Helpline on 1800 007 007 from anywhere in Australia.


For more information visit Westpac assist.