FAQs

General FAQs (99)

• How do I locate a branch or an ATM?

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

• How can I change personal details eg phone number, email address?

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

• I don't remember my Customer ID, where can I find it?

  Your Customer ID, also referred to as Customer number can be found towards...

• 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 BPAY® payment?

  You can make a BPAY® payment using Online Banking, Mobile Banking or Tablet Banking.

• 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 find the interest rate on my home loan?

  If you know which home loan you have, you can check Westpac's home loan interest rates...

• How can I open an account online?

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

• How do I transfer between my accounts using Online Banking?

  You can transfer funds between your Westpac accounts over the phone...

• 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.

• What are the interest rates on your home loans?

  Westpac's home loan interest rates can found under our...

• Are there additional fees for using Westpac Keyboard?

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

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

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

• Are Westpac Keyboard transactions secure?

  Yes. Before making a Westpac Keyboard transaction a customer will authenticate...

• 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...

• Do I also need to send the recipient my Account Name?

  The recipient requires only your BSB and Account number to be able to successfully make a payment...

• How do I authenticate when using the Westpac Keyboard?

  You authenticate a transaction with your preferred login credentials...

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

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

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

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

• How do I change the Westpac Keyboard default account?

  To update or change your linked account: 1. Open the Westpac Live Mobile Banking app...

• How do I close my credit card?

  This feature is being progressively rolled out...

• How do I delete or change my credit card repayment reminder preferences in the Mobile Banking app?

  1. Open and sign in to the Westpac Mobile Banking app...

• How do I find out more about the Transport for NSW Contactless Payments Trial?

  Westpac is participating in a Transport for NSW (TfNSW) contactless payments...

• How do I set up a credit card repayment reminder in the Westpac Mobile Banking app?

  1. Open and sign in to the Westpac Mobile Banking app...

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

  1. Sign in to Westpac Live 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 Mobile Banking app from the App Store or Google Play.

• How long will it take for the Payee to receive the payment I made to them via the Westpac Keyboard?

  Payments made using the Westpac Keyboard are subject to normal payment cut-off times...

• I'm getting a message that says 'You've registered for Quick Balance 9 times. Go to Online Banking to remove one or more registrations'. How do I remove registrations?

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

• Is Quick Balance available on the Apple Watch?

  Yes, Quick Balance is available on the Apple Watch...

• 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...

• Is Westpac Keyboard available on all messaging apps?

  Westpac Keyboard works in all messaging and social media apps...

• What is Quick Balance?

  Quick Balance is a feature of the Westpac Mobile Banking app.

• 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 am I being redirected back to the Mobile Banking app when trying to pay some Payees?

  If the payment you are trying to make requires further authorisation...

• Why can't I select more than $500 for the Cardless Cash amount?

  The daily limit for Cardless Cash is $500 so this is the maximum amount able to be selected.

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

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

• Why do I need to nominate a default account?

  To use the Westpac Keyboard you need to link one of your eligible accounts...

• Why do I need to “allow full access” and what data is collected by Westpac?

  Full Access is required for the Westpac Keyboard to work...

• 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...

• Is my card eligible to set or change my card PIN online?

  If you have a new or reissued credit card issued since 1 April 2016 or a Debit Mastercard issued since 1 March 2016...

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

  Yes, however standard call charges apply.

• Can I include a description with in my Siri payment?

  Yes. Use a phrase like “Pay Greg $20 for dinner” to send a payment with ‘dinner’ as your payment description...

• Can I make a payment from my Credit Card using Siri?

  At this stage, you can only use a transaction account linked to Siri.

• Can I make a payment in a different currency using Siri?

  No, at the moment you can only make a payment in Australian Dollars (AUD).

• Can I make payments to friends, pay bills or transfer money using Siri?

  You can make a payment to payees set up in your Pay Anyone address book...

• Can someone else use Siri to make a payment with my Westpac account?

  No. When you use Siri for Westpac banking to make a payment, you will be prompted for your personal biometrics...

• 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 does the Westpac Keyboard work?

  Westpac Keyboard is a new Android keyboard. Westpac Keyboard integrates with your favourite messaging apps...

• How do I call from the Westpac App?

  The fastest way to talk to us is through the Westpac App...

• 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 check my balance?

  Press the 'Home' button at the bottom centre of your iPhone (or side button for iPhone X). You will hear two beeps...

• 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 disable Siri?

  Before you sign in to your Westpac mobile banking app, go to the Menu on the top left...

• How do I get the Beem It app?

  Beem It can be downloaded from the...

• How do I know if my payment went through?

  Sign in to the Westpac app and review the payment from your eligible account.

• How do I move between Westpac Keyboard, the Android keyboard and other third party keyboards?

  You can switch your keyboards by following the steps...

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

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

• How do I set up Siri on my iPhone?

  Before you sign in to your Westpac mobile banking app, go to the Menu on the top left...

• How do I stop receiving paper statements and receive them electronically?

  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.

• If I don't have biometrics set up on my iPhone, can I still use Siri?

  Yes, but you can only use it to view the balances of your accounts that have been setup in your Quick Balance in the Westpac app.

• Is any of my information stored on the device?

  Any information stored on your device is securely encrypted and protected by your biometric sign in details.

• 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...

• Is calling from the Westpac App secure?

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

• Is Siri Westpac banking secure?

  Yes. When you use Siri for Westpac banking, you will be prompted for your personal biometrics...

• On what devices can I use Siri for Westpac banking?

  All Apple iPhone devices operating on iOS11 and upwards.

• Siri does not recognise my voice, what should I do?

  We suggest using common phrases such as 'Hey Siri, what is my Westpac account balance'...

• What are the eligible accounts that I can register to make payments using Siri?

  You can register your transaction account to make payments.

• What are the phrases I can use with Siri?

  You can use the below phrases to check your balance and make a payment...

• What can I do using Siri?

  You can use Siri to do the following banking actions from the Westpac app...

• What do I do if I have issues with the Beem It app?

  Contact Beem It directly on support@beemit.com.au between...

• What happened to Android Pay?

  Google Pay is the new name and look for existing Google Payment products, including Android Pay. You’ll still be...

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

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

• What information am I sharing with Apple via Siri?

  Only your Siri instructions and phrases. Your banking details are not shared with Apple.

• What is Beem It?

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

• What is Siri and how do I set it up on my iPhone?

  Siri is a digital and voice assistant that is available on Apple's iPhone, iPad and iWatch...

• 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.

• What is the Westpac Keyboard?

  The Westpac Keyboard is a feature of Westpac Mobile banking app which allows customers with the Android Mobile Banking app to complete some simple banking tasks...

• Which banking tasks can I perform using the Westpac Keyboard?

  You can complete the following banking tasks using Westpac Keyboard:

• Which devices are eligible for the Westpac Keyboard?

  To use the Westpac Keyboard you will need to have an Android device with the latest...

• Who can use Siri for Westpac banking?

  Consumer customers with our mobile app on their iPhone can access...