FAQs

Forgotten your password or Customer ID?

To find 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

Alternatively, you can find your Customer ID on your statement, towards the top.

In the Westpac App

1. Tap Forgot customer ID or password on the sign in screen
2. Tap Customer ID
3. Enter your details and tap Next
4. Enter the SMS code sent to your registered mobile and tap Next
5. Your customer ID will be displayed.

In Online Banking

1. Select Forgot customer ID or password on the sign in screen.
2. Select Customer ID
3. Enter your details and select Next
4. Enter the SMS code sent to your registered mobile and select Authorise
5. Your customer ID will be displayed.

On your statement

You can find this towards the top of your Westpac Account Statement. It’s also in the email sent to you when you opened your account or registered for Westpac Online Banking.

Forgotten your password?

You will need to create a new password if you’ve forgotten your old password. To do so, you’ll need:

• Your Customer ID
• Date of birth
• The mobile registered for Westpac Protect™ Security Code. Not registered? Register now
  

In the Westpac App

1. Tap Forgot customer ID or password on the sign in screen
2. Tap Forgot password
3. Enter your Customer ID and Date of birth and tap Next
4. Enter the SMS code sent to your registered mobile
5. Create and re-enter your new password and tap Next
6. Once signed in, you can change your password from the Smart Search bar
   

In Online Banking

1. Go to Service > Preferences > Security
2. Select Change password
3. Enter the Old password and create a New password
4. Re-enter the new password
5. Select Submit

On your statement

You can find this towards the top of your Westpac Account Statement. It’s also in the email sent to you when you opened your account or registered for Westpac Online Banking.