FAQs

Credit cards Frequently Asked Questions (63)

• How do I close my credit card?

  This feature is being progressively rolled out...

• How can I earn and redeem Altitude Rewards?

  Visit the Altitude Rewards website to find out how to earn and redeem Altitude Rewards.

• How do I change my current Westpac credit card to a different Westpac card?

  Existing cardholders can request to change their current Westpac credit card to different credit card.

• What should I do if I have experienced fraud on my credit card?

  At its simplest fraud occurs when someone obtains your credit card details and uses them over the phone or on the Internet to make purchases in your name.

• I need a new PIN for my credit card or Handycard while I’m overseas.

  I need a new PIN for my credit card or Handycard while I’m overseas.

• What will happen when my card expires? Can I get a replacement card online?

  What will happen when my card expires? Can I get a replacement card online?

• What is the credit card repayment reminder?

  The credit card repayment reminder lets you set up a reminder for your monthly credit card payments...

• Will I still receive the credit card repayment reminder if I make an out of cycle repayment?

  Yes. If you make an out of cycle monthly repayment it will not be reflected in the details of the corresponding credit card repayment reminder you receive...

• Are there any credit checks done as part of activating a SmartPlan/

  No credit checks are needed to set up a SmartPlan on your account, as there is no increase to your credit limit.

• Can I cancel a SmartPlan once I have set it up?

  You can cancel your SmartPlan at any time, with no cancellation fees.

• Can I continue to get the benefit of my interest free days on new purchases while I have a SmartPlan on my account?

  Yes, if you pay the Monthly Payment Balance by the statement due date each month. This amount is the sum of all SmartPlan Repayments due in that month, plus the Main Account Balance.

• Does SmartPlan change my credit card limit?

  No, there is no change to your credit limit.

• How long does it take to activate a SmartPlan?

  SmartPlan activation takes up to 2 Business Days. We’ll send a notification to your Online Banking message inbox and your nominated email address to confirm once it’s active.

• How many SmartPlans can I have on my account?

  You can have up to 8 active SmartPlans on your account at any one time.

• How much does a SmartPlan cost?

  There are no fees if you miss a SmartPlan Repayment but interest will be charged on the unpaid amount (if applicable).

• How much does a SmartPlan cost?

  Only Primary cardholders can set up or cancel a SmartPlan in Online or Mobile Banking . Additional cardholders may view the details of a SmartPlan in Online or Mobile Banking.

• What are the benefits of SmartPlan?

  SmartPlan helps you manage your repayments, view progress through Online or Mobile Banking and choose a plan duration that is affordable.

• What is a SmartPlan?

  SmartPlan is a repayment plan for your credit card. It helps you structure credit card repayments by breaking them down into a number of regular monthly instalments.

• What is my ‘Main Account Balance' and how is that different to my ‘Closing Balance’ in SmartPlan?

  The Monthly Payment Balance is the sum of all SmartPlan Repayments due in that month plus the Main Account Balance ...

• What is my ‘Main Account Balance' and how is that different to my ‘Closing Balance’ in SmartPlan?

  With SmartPlan, your account will be made up of two balance categories – Main Account Balance and SmartPlan Remaining Balance. Both of these together form your ‘Closing Balance’ and are included but not limited to your single credit limit.

• What is the ‘Estimated Total Repayment’ of SmartPlan?

  Your Estimated Total Repayment is a figure we calculate at the time you set up your SmartPlan to calculate your monthly SmartPlan Repayment.

• What is the ‘Monthly Payment Due’ and how is that different from my ‘Minimum Payment Due’ in SmartPlan?

  Your Monthly Payment Due is an amount that covers your SmartPlan Repayments due and your minimum payment due on your account for that month. Pay this amount to stay on top of your SmartPlan Repayments.

• Are there any changes to my statement when I have a SmartPlan?

  Yes. Your next statement after setting up a SmartPlan will reflect your new repayment options. It will show you how we’ve calculated the payment amounts.

• How does SmartPlan affect my credit card payments?

  Simply make repayments to your Card Account as you normally would, by your account due date each month ...

• How do I calculate what I need to pay each month for SmartPlan?

  We’ll let you know what you need to pay each month in your monthly statement and in your payment options available to you in Online or Mobile Banking ...

• How do I view my SmartPlan Repayments?

  View your progress at any time through the SmartPlan link from your card account activity screen in Online or Mobile Banking ...

• How to put a SmartPlan on a balance transfer

  In this video, we show you how you can create a SmartPlan for a balance transfer amount on your credit card.

• How to put a SmartPlan on a cash advance

  In this video, we show you how you can create a SmartPlan for a cash advance amount on your credit card.

• How to put a SmartPlan on a purchase balance

  In this video, we show you how you can create a SmartPlan for purchase balance amount on your credit card.

• What amounts are eligible for SmartPlan (“Eligible Amounts”)?

  Any individual purchase of $200 or more made in the last 30 days and not covered in your last payment. Limits for Altitude Business cards ...

• What happens if I have Card Autopay on my account?

  If you have Card Autopay set up on your account, activating a SmartPlan will impact your arrangements as follows ...

• What happens if I make extra repayments to my SmartPlan?

  You can make extra repayments at any time on top of your scheduled SmartPlan Repayment ...

• What happens if I miss a SmartPlan Repayment?

  There are no fees if you miss a SmartPlan Repayment but interest will be charged on the unpaid amount (if applicable) ...

• Lost or stolen card?

  Report a lost or stolen card immediately to stop transactions on your account....

• Are there any additional fees for using credit card repayment reminder?

  No. The standard fees for using Westpac Online Banking apply....

• How do I change my credit card repayment reminder preferences in Westpac Online Banking?

  1. Sign in to Westpac Online Banking and click on ‘Services and Preferences’ at the top of the screen...

• How do I delete or change my credit card repayment reminder preferences in the Westpac App?

  1. Open and sign in to the Westpac App...

• How do I set up a credit card repayment reminder in the Westpac App?

  1. Open and sign in to the Westpac App...

• How do I set up a credit card repayment reminder in Westpac Online Banking?

  1. Sign in to Westpac Online Banking and click on ‘Services and Preferences’ at the top of the screen...

• When is my annual Card Fee date?

  When is my annual Card Fee date?

• When will my new Autopay start?

  If you’re setting up Autopay after 11:00pm AEST/AEDT...

• If I change my Autopay options, when will they take effect?

  If changing the type of payment or amount...

• If I cancel my Autopay, when will that take effect?

  Cancel before 11:00pm AEST/AEDT...

• What happens if I make extra repayments in addition to my Autopay?

  Your Autopay amount will be reduced by any additional payment...

• What happens if I don’t have enough funds in my Autopay account on the payment Due Date?

  If you don’t have enough funds in your nominated account...

• What happens to Autopay if my statement shows an overdue (Past Due) / Overlimit amount?

  If your statement shows any Past Due / Overlimit amount...

• What happens if my fixed Autopay amount is higher than the Closing Balance shown on my statement?

  If your fixed Autopay amount is higher than the statement’s Closing Balance...

• How does a SmartPlan impact my Autopay arrangement?

  When you have a SmartPlan and Autopay arrangement set up...

• How does a Balance Transfer impact my Autopay arrangement?

  When you have a Balance Transfer and an Autopay arrangement set up...

• Can an additional cardholder get a PartPay Card?

  If you turn on PartPay, any additional cardholder on your credit card account...

• Can I change or defer my PartPay payments?

  No, PartPay payments can’t be changed or deferred...

• Can I transfer a purchase from my linked card to my PartPay Card?

  No. Even though the PartPay Card and the linked credit card...

• Can using PartPay impact my credit report?

  If you make your PartPay payments on time...

• Does my PartPay Card have a PIN, as I’m sometimes asked for one?

  If your linked credit card has a PIN set up...

• Does my PartPay Card have the same expiry date as my linked credit card?

  Your PartPay Card is a separate card to your linked credit card...

• How does PartPay affect my Autopay?

  Autopay for PartPay will pay your PartPay instalments...

• I've just reported my credit card lost/stolen. Why is my PartPay Card re-issued?

  Because your PartPay Card is linked to the credit card...

• If I have no available limit on my linked credit card, can I still use PartPay to make purchases?

  No, your credit card limit and PartPay limit...

• What happens when I get a refund on a PartPay purchase?

  The short answer is 100% of any refunded amount will be credited...

• Where can I see my upcoming PartPay Payments and previously made payments?

  Upcoming PartPay Payments and schedules will be displayed separately...

• How to close my Business Credit Card?

  How to close my Business Credit Card frequently asked question

• How to submit a payment recall or trace request

  You can request a payment trace or recall on selected payments through Online Banking or the Westpac App.

• What happens if my PartPay Autopay is dishonoured or there are insufficient funds in my linked Autopay account?

  Your Autopay may be dishonoured due to insufficient funds or another reason...