FAQs

Online Banking security (39)

• 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.

• 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 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 if my tablet is lost or stolen?

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

• 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.

• 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.

• 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.

• 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.

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

  Trust your instinct. If it doesn't look quite right, err on the side of caution and assume it's not right.

• 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 Tablet Banking when I close the app?

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

• How do I disable 4 digit Passcode sign in, or use a password or fingerprint instead?

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

• How do I get my Online Banking password?

  How do I get my Online Banking password?

• 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 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 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 security devices are available in Online Banking?

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

• Where is the 4 digit passcode stored?

  Westpac does not hold or store the 4 digit passcode.

• Personal customer – how to activate a token

  The user needs to sign in to Westpac Live and complete the following steps...