FAQs

Can I cancel or dispute a pending transaction?

We're unable to cancel or dispute a pending transaction. If you don't recognise the transaction and suspect it's fraud:

• Temporarily lock your account or cards using SafeBlock to stop further transactions
• Report the transaction as fraud. Select the transaction in the Westpac App or Online Banking, then select Report this transaction.

If you recognise the merchant but there was a problem with the transaction, goods or service:

• Contact the merchant directly to see if you can reverse the pending transaction
• If you aren't happy with the merchant's response, wait for the transaction to finish processing. This usually takes up to 5 business days, but in some cases may take longer
• Once the transaction is no longer pending, select Report this transaction.

If you think you were misled into making a transaction:

• Wait for it to finish processing. This usually takes up to 5 business days, but in some cases may take longer
• Once the transaction is no longer pending, select Report this transaction.

If you need further assistance, please contact us.