FAQs

Online Banking security (38)

• What security devices are available in Online Banking?

  Online Banking offers the following security devices for additional safeguard against fraud

• I don't remember my Customer ID, where can I find it?

  Your Customer ID, also referred to as Customer number can be found towards...

• Can I view or change my Daily Payment Limit using Online Banking?

  You can view your set Daily Payment Limit and available Daily Payment Limit each time you make a payment.

• Can I use the same 4 digit passcode that I use to access the Mobile Banking app on my iPhone or Android phone?

  The passcode you use is specific to the device.

• Can more than one person's fingerprint be registered to a device?

  Yes. Westpac does not collect your fingerprint details.

• Do I get signed out of Tablet Banking when I close the app?

  No, signing out is not automatic when you close the app.

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

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

• How does Westpac know that it is my fingerprint?

  Westpac does not collect your fingerprint details.

• How do I change my mobile number?

  Call 1300 655 505 (8am-8pm, 7 days a week) from anywhere in Australia, or...

• How do I change my password?

  It is recommended that you change your Online Banking password regularly. If you...

• How do I get my Online Banking password?

  How do I get my Online Banking password?

• How do I know I'm on the real Westpac website?

  How do I know I'm on the real Westpac website?

• How do I protect myself from Online Banking fraud?

  How do I protect myself from Online Banking fraud?

• How do I register for Westpac SMS Protect?

  You can register for Westpac Protect™ SMS Code using Online Banking, Mobile Banking or Tablet Banking.

• 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 long can I stay signed in to Westpac Online Banking?

  For your security, Westpac Online Banking sessions have a time limit of 4 hours.

• I am unable to sign in with my current password, what can I do?

  If you are registered for Westpac Protect™ SMS Code, click on 'Forgotten your password' link...

• I received an SMS code from Westpac, but I didn't make a transaction.

  I received an SMS code from Westpac, but I didn't make a transaction.

• Is 4 digit passcode sign in secure?

  4 digit passcode is backed by Westpac's security guarantee.

• Is Fingerprint sign in more secure than 4 digit passcode sign in?

  Fingerprint sign in has the same high level security as all authentication methods for Online, Mobile and iPad Banking.

• Is Fingerprint sign in secure?

  You will be backed by our security guarantee.

• Is the Westpac Banking for iPad or Windows 8 secure?

  With Westpac Tablet Banking you are protected with the same high level security as our Online Banking.

• My Westpac Protect SMS code looks different to what I expected.

  My Westpac Protect SMS code looks different to what I expected.

• What do I do if I have forgotten my password?

  It is recommended that you change your Online Banking password regularly. If you...

• What happens if I enter my 4 digit passcode incorrectly more than 3 times?

  If you enter your 4 digit passcode incorrectly more than 3 times you will be locked out of Online Banking.

• What happens when I buy a new iPad?

  You will need to set up 4 digit passcode again.

• What if my tablet is lost or stolen?

  If your tablet is lost or stolen please call us immediately on 1300 655 605.

• What if the tablet app is not accepting my 4 digit passcode after registering, what do I do?

  If the 4 digit passcode does not work, you can revert to using your 8 digit customer ID and password to sign in.

• What tablet devices is 4 digit passcode available on?

  4 digit passcode is available for iPads with iOS 7 and above.

• When the Westpac Banking for iPad app is updated, will I need to reset my 4 digit passcode?

  Your iPad should remember your details after an automatic app update.

• Where is the 4 digit passcode stored?

  Westpac does not hold or store the 4 digit passcode.

• Will I still have Westpac Protect™ SMS Code for Tablet Banking?

  Yes, when paying a new payee or making a first time payment to a BPAY biller you will be prompted to use an SMS code.

• A page in Westpac Online Banking doesn’t look right, looks or behaves strangely, or has additional unfamiliar fields.

  A page in Westpac Online Banking doesn’t look right, looks or behaves strangely, or has additional unfamiliar fields.

• Can I report a lost or stolen card from Online Banking?

  Go to the Services and preferences menu and select Services expanding the ‘Report lost or stolen cards’ section.

• Do I get signed out of Online Banking automatically when I close the browser?

  It is important to sign out of Westpac Online Banking once you have finished banking by clicking the ‘Sign out’ button.

• How do I disable 4 digit Passcode sign in?

  Within the Westpac Banking for iPad app, tap ‘Sign in to banking’ and then tap ‘Clear your saved details’.

• If I am going overseas, will I be protected?

  Yes. Notify us before you travel to help us protect you from fraud when you’re overseas using Tablet Banking.

• What happens if I don’t want to set up 4 digit passcode immediately after downloading the new app? Can I set it up later?

  Yes 4 digit passcode can be set up or cleared at any time.