FAQs
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Forgotten your password or Customer ID?
Before you start
To recover your Customer ID, you’ll need:
- Your Westpac debit card, credit card or handycard
- The mobile registered for Westpac Protect™ Security Code. Not registered? Sign up now
You can also find your customer ID
- At the top of your paper or digital statements.
- In the email you received when you opened your account or registered for Online Banking.
- In the Westpac App, under Profile, next to your name.
Find my Customer ID
Make sure you have the latest version of the app.
- Tap Forgot customer ID or password on the sign in screen
- Tap Customer ID
- Enter your details and tap Next
- Enter the SMS code sent to your registered mobile and tap Next
- Your customer ID will be displayed.
- Select Forgot customer ID or password on the sign in screen
- Select Customer ID
- Enter your details and select Next
- Enter the SMS code sent to your registered mobile and select Authorise
- Your customer ID will be displayed.
Forgotten your password?
You'll need to create a new password if you’ve forgotten your old password. For this you'll need:
- Your Customer ID (Refer to the section above for details on where to find this)
- Date of birth
- Your registered security device. Either Westpac Protect™ Security Code or RSA SecurID® token.
How do I reset or change my password?
Make sure you have the latest version of the app.
- Tap Forgot customer ID or password on the sign in screen
- Tap Forgot password
- Enter your Customer ID and Date of birth and tap Next
- Enter the SMS code sent to your registered device
- Create and re-enter your new password and tap Next
- Once signed in, you can change your password from the Smart Search bar.
- Go to our Forgot customer ID or password
- Enter your customer ID and date of birth
- Choose your preferred security method SMS Code or RSA SecurID® token
- If you have chosen SMS Code provide the mobile number linked to your profile
- Enter the SMS Code sent to your mobile or the number on your SecurID® token
- Choose and confirm your new password.
How do I change my password if I know my current one?
Make sure you have the latest version of the app.
- Search Change Password in the Smart Search bar
- Tap Change Password
- Follow the steps on screen.
- Hover over Services & preferences in the Overview menu
- Select Services
- Under Your preferences, choose Change Password
- Follow the steps on screen.