FAQs

I set up a PayTo agreement but I can’t see it in Online Banking or the  App?

There may be a few reasons why you haven’t received a PayTo agreement to authorise in Online Banking:
 

• We have applied payment limits or restrictions to the business or merchant
  • Some businesses or merchants may have transaction limits applied and some may be restricted from sending PayTo agreements to Westpac customers altogether
• Your account might not be eligible for PayTo
  • Find the eligible accounts here: Which accounts are eligible for PayTo?
• The PayTo agreement wasn’t actioned within the required timeframe
  • Any PayTo agreements that haven't been actioned (e.g., authorised) within the required timeframe will lapse and disappear from your list of PayTo agreements in Online Banking
• The PayTo agreement was declined by another account owner or Network user, or recalled by the business or merchant
  • PayTo agreements that have been recalled by the business/merchant or declined by you (or declined by someone else with access to your account), will disappear from your list of PayTo agreements.
• You are part of a Business or Personal Network and haven’t been assigned to use the PayTo function
  • Business Network: Administrators of Business Networks will need to switch on the PayTo functionality and assign users to manage PayTo agreements. See instructions: How do Business Networks use PayTo agreements? Then you will need to ask the business or merchant to send the PayTo agreement again.
  • Shared Access (Personal Network): The account holder will need to allocate users to manage PayTo agreements. See below instructions:
    • How do I give PayTo access to those who I have shared my account with?