FAQs
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Forgotten your password or Customer ID?
Before you start
You'll need to create a new password if you’ve forgotten your old password. You'll need to provide some details like:
- 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 password or customer ID on the sign in screen
- Tap Forgot password or Forgot password & customer ID
- Enter your security device details and date of birth and tap Next
- Enter the SMS code sent to your registered device or the number on your SecurID® token
- Create and confirm your new password and tap Next.
- Go to Forgot password or customer ID
- Select Forgot password or Forgot password & customer ID
- Enter your security device details and date of birth
- 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’m logged in?
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.
Find your customer ID
To recover your Customer ID, you'll need to provide some details like:
- Your date of birth
- Your registered security device. Either Westpac Protect™ Security Code or RSA SecurID® token.
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 password or customer ID on the sign in screen
- Tap Forgot Customer ID or Forgot password & customer ID
- Enter your details and tap Next
- Enter the SMS code sent to your registered device or the number on your SecurID® token
- Your customer ID will be displayed.
- Select Forgot password or customer ID on the sign in screen
- Select Forgot customer ID or Forgot password & customer ID
- Enter your details and select Next
- Enter the SMS Code sent to your mobile or the number on your SecurID® token
- Your customer ID will be displayed.