FAQs

What should I do if I make an incorrect payment, need to find a payment or not sure who a payment has come from?

You can request a payment recall or trace on selected payments through Online Banking or the Westpac App. For business customers requesting a trace or recall on Osko payments, please call or visit a branch.

A payment trace is where we find the account the incorrect funds have been paid into, in the instance where a payee says they have not received the payment. A payment recall is where we try to get the funds back, in the instance where a payment has been made to the incorrect account or a duplicate payment has been made.

We cannot guarantee that a payment recall will be successful.

After submitting a payment recall or trace request, you can track the progress online.

How to submit a payment recall or trace request

1. Sign into Online Banking or the App
2. Click on the transaction you would like to recall or trace
3. Scroll down and click on Report this transaction
4. Complete the required questions, when you are finished click Submit.