FAQs

General FAQs (87)

• How do I locate a branch or an ATM?

  Go to Locate Us link in top right of screen...

• Are there any fees and charges associated with Online Banking?

  There are no establishment or ongoing fees for accessing Online Banking, however fees and charges apply for the processing of some payments.

• Can I access my account while overseas?

  You can access your transaction and savings accounts to withdraw foreign currency at any overseas...

• 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 find the interest earn on saving account?

  Find how much interest earn on your saving account.

• How do I make a Pay Anyone payment?

  You can make a Pay Anyone payment using Online Banking, Mobile Banking or Tablet Banking.

• How do I notify of overseas travel?

  Notify us when you travel overseas so we can better monitor the security of your credit card account.

• How many ways can I pay my credit card?

  You have three payment amount options.

• What do I need to do if I am a US citizen or tax resident?

  What do I need to do if I am a US citizen or tax resident?

• What information is available for interest rates and tax?

  Find information available for interest rates and tax.

• What is the Foreign Accounts Tax Compliance Act?

  What is the Foreign Accounts Tax Compliance Act?

• Can I report a lost or stolen card from Online Banking?

  Go to the Services and preferences menu and select Services expanding the ‘Report lost or stolen cards’ section.

• How can I close an account?

  Before closing your account, ensure any outstanding cheques are presented and all periodical payments...

• How can I open an account online?

  You can open the new account online by following these steps...

• Westpac Group intend to meet legal obligations under FATCA?

  The Westpac Group intends to meet all legal obligations under FATCA in accordance with relevant laws.

• What are the interest rates on your credit cards?

  From our credit cards you can view the interest rates on our savings accounts, home loans, personal loans and credit cards.

• Can I remove Quick Balance?

  Yes. Tap the Quick Balance tile, sign in...

• Can Quick Balance be set up on more than one smartphone?

  Yes. You can set up Quick Balance on multiple smartphones...

• How do I change the account displayed in Quick Balance?

  Tap the Quick Balance tile, sign in, then choose which accounts...

• How do I close my credit card?

  This feature is being progressively rolled out...

• Is Quick Balance displaying real time account balances?

  Quick Balance displays the available balance and recent transactions...

• Is Quick Balance secure?

  If you set up Quick Balance your balances will be viewable by anyone...

• What is the credit card repayment reminder?

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

• Which smartphones and devices are supported?

  For Android phones Quick Balance requires Android 4.0.3 operating system or above...

• Why can't I view some accounts in Quick Balance?

  Most accounts can be viewed in Quick Balance with the exception...

• Why do some of my accounts not appear in Quick Balance at certain times?

  Customers may not have 24/7 access to some of their accounts...

• Why would an account previously set up for Quick Balance no longer be displayed?

  It is possible that you may have lost an entitlement to view a particular account...

• 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...

• Can I call from the Westpac App anywhere within Australia or from overseas?

  Yes, however standard call charges apply.

• eStatements FAQs

  All of your questions about Westpac eStatements answered including what accounts are eligible. Find out how to save, print and email your eStatements.

• How are calls charged when you call from the Westpac App?

  Standard call charges will apply from your service provider...

• 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.

• How do I close my everyday or savings accounts (including DIY Super Working accounts and DIY Super Savings accounts)?

  You or any other authorised person can close your account by...

• How do I close my term deposit?

  If you are closing your term deposit account...

• How do I pay out and close my Personal Loan?

  If you’d like to payout and close your loan...

• Is calling from the Westpac App open 24/7?

  Calling from the Westpac App operates at the same opening hours as our Customer Care team...

• What is the difference between calling from the Westpac App and calling Customer Care directly?

  Calling from the Westpac App connects you straight to the relevant team member...

• What is the Financial Claims Scheme?

  The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails.

• How can I change personal contact details such as phone number, mailing and email address?

  To change your personal details, sign in to Westpac Online Banking

• How can I find the interest rate on my home loan?

  Westpac's home loan interest rates can be found under our Variable interest rates or Fixed interest rates pages.

• How can I view eStatements?

  You can view your statements online for eligible accounts via Westpac Online Banking instead of receiving paper statements. You can stop receiving paper statements and be notified by email when your new statement is ready to be viewed.

• How do I add my card to Apple Pay?

  To add your card to Apple Pay, you’ll need to have enabled...

• I’ve added my Westpac Mastercard debit card but can’t see CHQ/SAV. How do I access the CHQ/SAV options?

  To access the eftpos CHQ / SAV options you will need to remove your card...

• What are the interest rates on your home loans?

  Westpac's home loan interest rates can be found under our Variable interest rates or Fixed interest rates pages.

• How do I remove Quick Balance from other devices?

  You can remove Quick Balance registrations via Online Banking...

• Is calling from the Westpac App secure?

  Yes. You are required to use your Westpac App password to call us...

• 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...

• How do I set up Quick Balance?

  Download the latest Westpac App from the App Store or Google Play.

• Can a secondary card holder also use My Merchants?

  Yes, a secondary card holder can use My Merchants the same way as......

• Can I connect with the same merchant more than once?

  Yes, you can. However, merchants with multiple connections.......

• Can I remove my digital token from a merchant?

  Westpac is unable to remove your digital token from a merchant once it is set up.......

• Can I tell which merchants on the My Merchants list have a digital token and which have my card details stored?

  The My Merchants page can display merchants who have..........

• Forgotten your password or Customer ID?

  You can find your Customer ID on your statement, or retrieve it from the Westpac App and Online Banking. If you have forgotten your password, you will need to reset it. This can be done via the Westpac App or Online Banking.

• How often will new merchants be added to My Merchants?

  Westpac will continue to work with Mastercard to add new merchants as they become available.

• How to customise your Westpac App

  Learn how to customise your Westpac App by choosing a profile photo, adding a personalised wallpaper and selecting an app icon.

• If a merchant already has my physical card details, and I then connect to them via My Merchants in the Westpac App, will the merchant remove my physical card details?

  We cannot guarantee that your card details will be removed by the merchant after you connect to.........

• If my card is lost, stolen or expires, will my digital token remain valid with the merchant?

  Yes, the digital token will remain valid for any payments.......

• I removed my card details and/or digital token from a merchant. Why are they still showing in My Merchants?

  My Merchants displays merchants where your card is connected for recurring or regular payments.

• Pending balance

  While the credit card refund is pending the amount does not alter your account balance.

• Pending refund

  When you request a refund for a purchase made using a credit or debit card (selecting credit, contactless payment or online/phone purchase) the bank, upon receiving the refund request, may display the refund as “pending”.

• What cards are eligible for My Merchants?

  The following Westpac cards can be set up with My Merchants.......

• Which merchants can I connect with using My Merchants?

  My Merchants is launching with Skip, with other merchants continuing to be added.

• Why are some transactions with linked merchants not displaying in My Merchants?

  My Merchants will take transaction information from merchants that are categorised as a ‘card on file’ or a recurring payment.

• Will my digital token with a merchant be cancelled if my credit or debit card account is closed?

  Yes, the digital token to a merchant will also........

• When is my annual Card Fee date?

  When is my annual Card Fee date?

• 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...

• How do I get the BeemTM app?

  BeemTM can be downloaded from the...

• How do I pay by BPAY®

  You can make a BPAY® payment using Online Banking, Mobile Banking or Tablet Banking. Account holders must be 14 years old or over to make BPAY Payments in Online Banking. Account holders under 14 can BPAY payments through Telephone Banking.

• 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 do I do if I have issues with the BeemTM app?

  Contact BeemTM directly on support@beemit.com.au between...

• What happens if my PartPay Autopay is dishonoured?

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

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

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

• What info do I need to share to sign up?

  BeemTM will request your full name, email, mobile number, DOB, and your...

• What is BeemTM?

  BeemTM is a mobile payment app that allows you to pay and get paid by anyone, anytime, securely and in...

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

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

• Which versions of the Westpac App do I need to use My Merchants?

  On either iPhone or Android, you will need Westpac App version 10.6.0 or later......