FAQs

Mobile Banking (97)

• How do I download the Westpac App?

  First, make sure you’re registered for Online & Mobile Banking..

• Can I use my Online Banking details to sign in to the Westpac App?

  If you’ve already registered for Online Banking you can use your Customer ID and Online Banking password to logon to the Westpac App...

• Which devices are supported by Westpac Mobile Banking?

  We highly recommend that you use the apps for optimal Mobile Banking experience. View the complete list of compatible devices and supported operating systems.

• Where can I get help with Mobile Banking?

  Where can I get help with Mobile Banking?

• How can I change my phone number, email or postal address and other personal details using Mobile Banking?

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

• How do I make a BPAY® payment using Mobile Banking?

  You can make a BPAY® payment using Mobile Banking.

• How does Cardless Cash work?

  You first need to generate a cash code in Westpac Mobile Banking...

• Who is eligible for Cardless Cash?

  To use Cardless Cash you need to...

• How much can I withdraw without a card?

  You can withdraw up to $500 a day and $1,000 a week without a card...

• Is Cardless Cash secure?

  Yes. You need to sign-in to Cardless Cash before a cash code can be generated...

• Can I use Cardless Cash to get cash to others?

  Yes. Cardless Cash is a handy service if you need to get cash to someone...

• How do I sign in with 4 digit passcode?

  On the app sign in screen, enter your Customer ID and Password and then choose 'Set up simple sign in'.

• How do I set up fingerprint or quick sign in?

  Fingerprint sign in is only available for compatible devices. Check our list of supported devices...

• How do I sign in with Fingerprint?

  On the app sign in screen, enter your Customer ID and Password and then choose 'Set up simple sign in'.

• Where is my fingerprint stored?

  Westpac does not hold or store your fingerprint.

• Can more than one person use their fingerprint to sign in on the same device?

  Any fingerprint that is stored on your iPad can be used to sign in to the iPad app.

• What if the app is not accepting my fingerprint after registering? What do I do?

  If fingerprint sign in does not work, you can revert to your existing password or you can create a 4 digit passcode to sign in.

• How do I disable Fingerprint sign in?

  Within the Westpac Banking for iPad app, tap ‘Sign in to banking’, and then tap ‘Clear my details’ and then sign in with your Customer ID and Password.

• How does the Westpac Protect™ SMS Code provide extra protection?

  Find out how Westpac Protect™ SMS Code can provide extra protection.

• What is Quick Balance?

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

• How do I set up Quick Balance?

  Download the latest Westpac Mobile Banking app from the App Store or Google Play.

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

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

• Is Quick Balance secure?

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

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

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

• 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...

• Can I remove Quick Balance?

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

• What is Quick Transfer?

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

• What should I do if my phone is lost or stolen?

  Call 132 032 and say 'Cardless Cash' when prompted to ...

• Which smartphones are supported?

  Find out more details...

• Are mobile payments from my mobile secure?

  Security is a priority for Westpac and there are a number of security measures to ensure paying...

• Can I add my cards to more than 1 device?

  Yes, you can download the Westpac Banking app and add your cards...

• Can I change my PIN?

  Currently, if you change your physical card PIN, we are unable to synchronise the PIN change to...

• Can I make a contactless transaction if I am on a call or browsing the Internet?

  Yes, depending on your selected settings, you can make a mobile payment while you are...

• Can I make a mobile payment if my mobile is asleep?

  If your mobile is running the Android operating system version 4.3, you may be able to...

• Can I still make mobile payments with the NFC functionality switched off?

  No, you will not be able to make mobile payments if your mobile has NFC functionality turned off...

• Can I still make split payments using my mobile?

  Yes, you can use your card on your mobile to make a split payment exactly as...

• Can I switch off the NFC functionality on my mobile?

  Yes. In device settings you have the option to turn...

• Can I use my mobile to process a refund?

  Yes, you can use your card on your mobile to process a refund exactly as you would...

• Do I need internet data on my mobile to make payments?

  No. NFC technology doesn't require network connectivity to operate, so you don't need to...

• How do I arrange for Mobile Payments to be blocked if my phone becomes lost or stolen?

  If you lose your mobile or suspect it has been lost or stolen, contact Westpac Card Services on...

• How do I cancel the mobile payments feature?

  If you wish to have cards on your mobile disabled and removed from your mobile...

• How do I know if my mobile payment has been successful?

  Check the merchant's terminal for confirmation that your mobile...

• How do I make a contactless transaction using my mobile?

  Depending on your preferred settings, the 'Pay' feature within the app offers 3 options for making a payment...

• What happens to my cards if I delete the app?

  If you accidentally delete the Westpac Mobile Banking app the cards downloaded to your...

• How do I set up mobile payments on my mobile?

  On your Westpac mobile banking app, swipe right from the home screen, choose ‘Tap & Pay’ and follow the screen...

• How do mobile payments using my mobile work?

  Mobile payments works using NFC (Near Field Communication) technology: a fast and...

• If my mobile runs out of battery, or I have it turned off, can I still use it to make a contactless transaction?

  No, to process a mobile payment your mobile must be switched on...

• Is there a limit on the value of purchases I can make using my mobile?

  There is no maximum transaction amount for purchases made using your mobile. You can use...

• What happens if I suspect fraud or want to dispute a transaction on credit or debit cards?

  You should report suspected fraud following standard Westpac procedures. Please refer...

• What if I have 2 banking apps? Can I choose the one I want to use for the transaction?

  When setting up the mobile payment feature of your Westpac Mobile Banking App, your mobile will ask...

• What is the 'Pay' button in the Westpac Mobile Banking app?

  The 'Pay' feature lets you use your mobile to make contactless purchases at...

• What is the screen that slides out when making a payment?

  This screen confirms the amount and the card used to make the payment. It is not a...

• What is the widget and how does it work?

  A widget is a shortcut button designed to let you see certain app information on your...

• Where can I make purchases using my mobile?

  You can make purchases using your mobile at any merchant in Australia and...

• Why don't mobile payments on my mobile work at some terminals?

  Occasionally, you may find that you can't make a mobile payment at certain types of merchant terminals. This is due to...

• Why hasn't my mobile payment gone through?

  There might be several reasons your mobile payment hasn't worked. Please contact...

• Will I still be able to make payments if there is no mobile network reception?

  As NFC technology does not require network connectivity to operate, you don't need mobile reception to make...

• Will mobile payments work if I have a case on my mobile?

  Some mobile cases such as those with metal parts may interfere with your mobile's...

• Will service outages to the Westpac Mobile Banking app affect my ability to make a contactless payment with my mobile?

  If you are using the Pay Fast or Open app setting, you will still be able to make mobile payments during...

• How secure is Pay to Mobile?

  Pay to Mobile is secure and incorporates multiple controls including...

• What accounts can Pay to Mobile payments recipients collect payment into?

  Pay to Mobile recipients collecting payments via the Payment Collection Page...

• What payment limits apply to Pay to Mobile payments?

  Pay to Mobile payments are included within your Daily Payment Limit...

• Why do I need to give you access to my contacts list to use Pay to Mobile?

  Pay to Mobile allows you to make Payments to others by using a payee's Australian mobile phone number...

• Can I activate my card on mobile if I don’t have the app?

  Yes, you can still activate your card on mobile by following the steps below. You won’t be...

• Can I activate my card on mobile without using my camera?

  Yes, you can activate your card on mobile by following the steps below...

• What happens if my camera doesn’t capture my card details?

  You can use your keyboard to enter your card details to activate securely....

• Is it secure?

  Activating your card via mobile is safe and secure – just like activating a card online. Your camera...

• What about additional cardholders?

  The primary cardholder (the person who opened the account) must activate their card...

• What cards can I activate using Westpac Mobile Banking?

  You can activate a Westpac credit card or debit card for Personal customers...

• What else do I need to know?

  You’ll also need to...

• What is Hey You?

  The Hey You app conveniently lets you order ahead and pay for your order on your mobile...

• What is the offer?

  We would like customers to experience Hey You by giving a $5 Hey You credit to use at..

• How long does the $5 Hey You credit offer run for?

  This $5 Hey You credit offer is available from 17 September 2015 to 30 June 2017 unless...

• Where can I find the $5 Hey You credit offer T&Cs?

  For all T&Cs relating to the $5 Hey You credit offer, visit...

• Can I get more than one credit?

  Only one credit is available per eligible credit card, Visa Debit card or Debit...

• Can I get the $5 Hey You credit offer if I already have the Hey You app v3.0.1 (or above) on my mobile?

  Yes, you can get the credit offer. To access the $5 credit...

• Can I get the balance of the $5 Hey You credit refunded from my Hey You account?

  The $5 Hey You credit is not transferable, exchangeable or redeemable for cash...

• Do the Westpac Group and Hey You share any customer details?

  The Westpac Group and Hey You do not share any customer details...

• How can I get the $5 Hey You credit offer if I don't have the Hey You app installed on my mobile?

  To access the $5 credit...

• I received a response that my card has already been used for this $5 Hey You credit offer. What do I do

  Each eligible card number can only be used once as your payment source in your...

• What do I do if I don't get my credit?

  Please contact Hey You support by calling 1800 220 153 or...

• What if there are no participating Hey You cafes/businesses in your area?

  The list of participating businesses is growing all the time. If you are in an area where there are...

• How do I get the Westpac iPhone or Android Phone app for Mobile Banking?

  Download the free Westpac app from the App Store or Google play...

• If I delete the Windows App from my phone can I download it again?

  No. We recommend you to access your banking via our mobile banking website using your internet browser...

• What are the permissions I’ll see on my phone and why are they requested by the Westpac Android Mobile Banking App?

  When you install the Westpac Mobile Banking App on your Android phone, you’re shown a list of permissions...

• What are the permissions I’ll see on my phone and why are they requested by the Westpac iPhone Mobile Banking App?

  When you install the Westpac Mobile Banking App on your Apple iPhone, you’re prompted with the permissions...

• What does the removal mean for you?

  If you are a Windows mobile or tablet app user you can continue to bank via our mobile banking website...

• Why have we removed Westpac Tap & Pay?

  We have removed Westpac Tap & Pay as more customers are choosing...

• Why is the Windows App being removed from the Windows store?

  At Westpac we are focused on delivering the highest quality services to our customers...

• Will you be updating the app with new services and features?

  No. To stay up-to-date with the newest banking services and functionality we recommend you to access your banking...

• How secure is an Apple Pay transaction?

  Apple uses security features built-in to the...

• How will my personal information be shared with Apple?

  As per Westpac Terms and Conditions, your personal information will be...

• What is Apple Pay, where can I find more information on Apple Pay?

  Apple Pay lets you use your compatible...

• What is cardless cash?

  With cardless cash you can withdraw cash from Westpac ATMs without a card.

• Which devices can I use Apple Pay with?

  Apple Pay is available on iPhone, iPad...

• Which Westpac cards are eligible to be added to Apple Pay?

  The following cards are eligible for Apple Pay.

• Why can’t I sign in to my Mobile Banking?

  If you have set up a 4-digit PIN and/or fingerprint recognition and are unable to sign in, there may be an issue with the Date & Time settings of your mobile device.