FAQs

General FAQs (73)

• 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 stop receiving paper statements and receive them electronically?

  You can stop receiving paper statements and be notified by email when...

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

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

• I need another copy of my last month's statement. How do I get it?

  There are four ways you can obtain a copy of your credit card statement: print a form, contact...

• 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 I use Connect 24/7?

  Connect links you to the customer contact centre....

• Can I use Connect from anywhere within Australia or from overseas?

  Yes. Standard call charges will apply when you choose to call via ‘Connect’...

• 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 are Connect calls charged?

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

• How does the Westpac Keyboard work?

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

• 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 move between Westpac Keyboard, the iOS keyboard and other third party keyboards?

  Moving between keyboards is easy. You can move between keyboards by tapping and holding the globe key...

• 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 do you know if I am calling from within Australia or from overseas?

  Connect uses the ’Location Services‘ feature on your device...

• 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 Connect secure?

  Yes. Connect is an added feature within your Mobile Banking app...

• 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 happens if my phone is stolen – will someone be able to access my accounts?

  Not without your login details...

• What is Connect?

  Connect allows you to call our customer service team directly...

• 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...

• What is the difference between a “Connect call” and calling the Customer Contact Centre directly?

  Using Connect from within the Mobile Banking app connects you to the customer contact centre...

• What is the Westpac Keyboard?

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

• Where do I find Connect in the Westpac mobile banking app?

  Connect can be found by downloading the latest Mobile Banking app...

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

  You can complete the following banking tasks using 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 iPhone running iOS 9...

• 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...

• eStatements FAQs

  What account are eligible for paperless statements? All of your questions about Westpac paperless eStatements answered in one place.

• 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...