FAQs

Mobile Wallets (84)

• What happens if my Android Device is lost or stolen?

  Log onto Android Device Manager and place a lock on your device...

• Are mobile payments from my mobile secure?

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

• Are the Google Pay spending limits and PIN the same as the plastic card?

  Yes, the transaction limits that apply to Google Pay are the same as your plastic...

• Are there any fees or charges for adding my card to Google Pay?

  There is no fee charged by Westpac to add your card to Google Pay. When adding your card Google will preauthorise a small amount...

• Are the Samsung Pay transaction limits and PIN the same as the plastic Card?

  Yes, the transaction limits that apply to Samsung Pay are the same as your...

• 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 Cardless Cash to get cash to others?

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

• Can I use Google Pay as backup when I lose my card?

  No, if you have reported your plastic card lost or stolen...

• 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...

• Can I use Samsung Pay as backup when I lose my Card?

  No, you will be unable to use Samsung Pay if your plastic Card is closed or placed on hold.

• Do I need an internet connection to make payments through Google Pay?

  A valid Token Key is required to make an Google Pay payment. Google Pay requires an internet connection to download...

• Do I need an internet connection to make payments through Samsung Pay?

  A valid Token Key is required to make a Samsung Pay...

• 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 can I set up Samsung Pay on my Samsung Gear device?

  To set-up Samsung Pay on your Samsung Gear device...

• How does Cardless Cash work?

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

• 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...

• How do I remove my Westpac card from my Samsung Gear device?

  To remove your Westpac card from your Samsung Gear...

• How do I remove or suspend a card?

  To remove a card in Google Pay...

• How do I remove or suspend a card or what should I do if I want to sell my phone?

  To remove a card in Samsung Pay, go to the Samsung Pay App on your phone,...

• 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 I use Samsung Pay on my Samsung Gear watch?

  To set-up Samsung Pay on your Samsung Gear watch:...

• How do mobile payments using my mobile work?

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

• How much can I withdraw without a card?

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

• How secure is a Google Pay transaction?

  Transactions using Google Pay are secure as Google keeps all payment information on secure servers...

• How secure is Samsung Pay?

  You can feel secure in the knowledge that...

• How will my personal information be shared with Google?

  As per Westpac’s Google Pay T&Cs and privacy policy, the data we share with Google...

• How will my personal information be shared with Samsung?

  As per Westpac Samsung Pay T&Cs, your personal information will be shared with Samsung and its...

• I've deleted the Google Pay app but can still make purchases. Why?

  Westpac requires you to retain the Google Pay app on your...

• I can see my card in Google Pay but my transaction is declining. Why?

  If your card in Google Pay is not working, check if you have received a message...

• I can see my Card in Samsung Pay but my transaction is declined. Why?

  If your Samsung Pay transaction is declined, check if the message ‘Verification Needed’...

• 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 Cardless Cash secure?

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

• 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...

• My card details have been removed from the Google Pay app. Why?

  Your card details removed from Google Pay may be due to one of the following reasons...

• My plastic card has expired. Do I need to re-enrol?

  No, you do not need to re-enrol your card in Google Pay when your plastic card has expired as the new expiry date is automatically...

• My purchase isn’t being processed using Google Pay, why?

  Ensure NFC is switched on in your device settings and that Google Pay is selected as your default mobile payment service...

• What cards are eligible for Samsung Pay?

  The following Mastercard® products are eligible for Samsung Pay...

• 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 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 happens if my Samsung phone is lost or stolen?

  There are 4 main options if your Samsung Phone is lost or stolen...

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

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

• What if I get a new phone?

  If you get a new phone you will be required to add each...

• 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 if I want to sell my phone and get a new phone?

  If you get a new phone you will be required to add each card to Google Pay using the normal enrolment process...

• What is a Digital Card Number and how is it different from my Card Account Number?

  When you add cards to Samsung Pay, a Digital Card Number is created in place of your Card Account...

• What is a virtual account number and how is it different from my Card account number?

  All payment cards stored in Google Pay are assigned a virtual account number...

• What is Cardless Cash?

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

• What is Google Pay and how does it work?

  Google Pay is a free third party app that will allow Westpac customers with an eligible Mastercard®...

• What is required to successfully add a card to Google Pay?

  To successfully add a card to Google Pay you will need to ensure that you have...

• What is required to successfully add a Card to Samsung Pay?

  To successfully add a Card to Samsung Pay you’ll need to make sure you...

• What is Samsung Pay?

  Samsung Pay is a secure and easy-to-use mobile payment service that’s accepted at all contactless terminals.

• 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...

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

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

• Where can I find out more information about Google Pay?

  Further information on Google Pay can be found at...

• Where can I find out more information about Samsung Pay?

  Further information on Samsung Pay can be found at the following Samsung...

• Where can I make purchases using my mobile?

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

• Which cards are eligible to be added to Google Pay?

  The following Mastercard® products are eligible for Google Pay...

• Which cards can I use to make purchases with my mobile?

  All Westpac personal Visa, Mastercard® and American Express® credit cards, Debit Mastercard...

• Which phones can I use Google Pay with?

  Compatible Android phones with Near Field Communications (NFC) technology. For ineligible or incompatible...

• Which phones can I use Samsung Pay with?

  Compatible Samsung phones include Samsung ...

• Which smartphones are supported?

  Find out more details...

• Who is eligible for Cardless Cash?

  To use Cardless Cash you need to...

• Why does the card details on the merchant’s receipt not match my plastic card number?

  The card details shown on the receipt provided by a merchant will contain the last four digits of your Virtual rather than your plastic...

• Why do I need to complete verification when adding my card to Google Pay?

  When you add a card to Google Pay, you are required to verify your card to help protect your account...

• Why do I need to verify my Card when adding it to Samsung Pay?

  When you add a Card to Samsung Pay, you are required to verify it to help protect your...

• 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...

• Why have we removed Westpac Tap & Pay?

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

• 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...

• I’ve received a reissued or replacement Westpac card; do I need to update my card information in Google Pay?

  You do not need to re-enrol when your plastic card has expired as the new expiry date is automatically updated...

• My plastic Card has expired. Do I need to re-enrol?

  No, you do not need to re-enrol when your plastic card has expired...