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Online and Mobile Banking security

Our security guarantee

Taking these simple steps can go a long way to protecting yourself against Internet fraud.
 

Westpac Mobile Banking provides the same high level security as our Online Banking. And our security guarantee means we'll refund your money if your account is compromised due to internet fraud, as long as you comply with our Online Banking Terms and Conditions. This includes keeping your access codes and passwords private.
 

Taking these simple steps can go a long way to protecting yourself against Internet fraud.

Protect your computer

  • Install security software and turn on automatic updates
  • Scan your computer regularly
  • Avoid using public computers or devices as they may have malware that could compromise the security of your online activity.

Protect your mobile

  • Don't fall for SMS phishing - fraudsters can spoof the sender name so they may appear to be from a trusted source. These SMS's often use scare tactics and contain links to fake websites in an attempt to capture your passwords and other sensitive information.

  • Keep your operating system and apps updated - go to iTunes for Apple devices, Samsung or Google play store for Android devices and the Microsoft or Windows Phone Store for Windows devices.

  • Stay clear of unsafe or fake apps - only download apps from official app stores and never from a link within an email or SMS.

  • Protect your device with a security app such as McAfee Multi Access
  • Tighten your mobile service security - call your mobile service provider and ask if they can add a keyword to your account and call them immediately if you notice unexpected or unusual service outages.

  • Use a passcode to protect access to your mobile device and access to your apps - particularly if you have apps linked to your credit card or PayPal.

  • Lost or changed your mobile phone number? Call Telephone Banking on 132 032 in order to update your Westpac Protect™ SMS Code details. We suggest this is one of the first things you do.

  • Do not hack your device - (also known as 'Jailbreaking') as this can leave it open to infection from a virus or Trojan. We recommend you also install security software if available

Protect yourself

  • Westpac Protect™  SMS Code and SecurID® Token provide an extra layer of protection by generating a one-time-password which you use to authorise certain Westpac Live transactions, giving you greater peace of mind when banking online. 
  • Be wary of scams - use caution when receiving a phone call from someone claiming to be from a reputable organisation and consider what they are asking for. Never give them remote access to your computer.  If in doubt, ask for a reference number and call back on a trusted number (i.e. from the phone book) to confirm the call was genuine. Visit Scam Watch for more info.
  • Use caution opening emails - you may receive phishing emails that contain links or malicious attachments that could capture your details or harm your device.  Regularly visit our latest scams page for scams targeting Westpac customers.
  • Register for Stay Smart Online Alert Service a free Government run service to alert you of new online threats as they are identified.
  • Regularly change passwords for everything online - we recommend setting a reminder to change them every couple of months.
  • Always look for the padlock - type in www.westpac.com.au rather than using a favourite, or links received by SMS or Email.
  • Protect your identity - never provide your personal or security details, including customer ID or passwords, in response to any email or SMS, even if it looks legitimate. Visit Protect your financial identity for more information.
  • Regularly check accounts for any suspicious transactions.
  • Securely dispose of sensitive documents - don't simply throw your bank documents, bills etc. in the bin. These should be shredded or destroyed.  
  • Secure your mailbox - use a padlock or PO box and report any missing mail to the relevant provider.
  • Be guarded with your social media accounts - be familiar with your privacy settings and ensure you only share what you want with who you want. Consider hiding things like your date of birth, work information & contact details.

Software protection

Updating your operating system on a regular basis is the first line of defence in keeping your computer secure. Updates (see if they can be automated) help prevent data loss, viruses and other potential risks.Microsoft Windows and Apple Mac OS are the most common operating systems.
 

Get 6 months' free protection for up to 5 devices 
Online security specialist Intel® Security are offering Westpac customers 6 months' free Internet security with McAfee Multi Access  covering you for up to 5 devices. An annual subscription fee applies after the 6 months' trial period, unless you opt out prior.
 

Other security software could also be considered. The links below are provided for convenience and do not represent endorsement by Westpac.

Security software

Recommended browsers

In order to access the new Westpac Online Banking, please make sure you're using the most recent version of your preferred browser. This will ensure the highest level of security and best online experience.

 

Browser Internet Explorer Firefox Chrome Safari
Minimum Version 7 3.5 16 5
Operating System Win8, Win7, Vista Mac, Win8, Win7, Vista Mac, Win8, Win7, Vista Mac


If you're having problems using our site, please call us on 1300 655 505 (8am - 8pm, 7 days a week).

To ensure you have the latest browser update refer to:

Supported devices

View the full list of compatible devices and supported operating systems at westpac.com.au/devices.

Identity theft checklist

Identity theft is on the increase in Australia. It can take many forms, from fraudulent credit card use, to your entire identity being used to open accounts, obtain loans, and conduct other illegal activities.
 

Here are 8 simple strategies to help protect your financial identity:

  • Ensure your mailbox is locked and check it for tampering.
If you'll be away from home for an extended period of time, arrange for mail to be held at your local post office or have a friend collect it
  • Safely dispose of personal and financial information such as account statements, bills and receipts, by tearing or shredding them before throwing them away
  • Sign up to electronic statements, which can be viewed and downloaded when banking online: eStatements are also good for the environment. Switching to eStatements is easy and can be done at any time using Online Banking
  • Check you've received all expected bills and statements, as a missing statement could mean a thief has removed it from your mailbox
  • Register for Westpac Protect™ SMS Code and receive SMS alerts to your mobile to authorise certain Online Banking transactions 
  • If you’re moving house, update your details straight away through Online Banking, or
Call us on 132 032(8am-8pm, 7 days a week) 
  • Do we have your mobile or telephone number? Knowing your current contact details will enable us to contact you quickly if suspicious activity is detected. Either sign in to Online Banking and select ‘Settings’ then ‘Contact Details’, or call us on 132 032
  • Set up a special keyword - it’s like an extra layer of security used during Telephone Banking that makes it harder for a fraudster to assume your identity. Just call 132 032 anytime to activate.

Remember Customer ID

If you tick the ‘Remember Customer ID’ box, your Customer ID will only be retained on the device you’ve used to select this option. We recommend that you don’t select this option on any public or shared devices.
 

If you want to use the ‘Remember Customer ID’ feature, you need to make sure you have enabled cookies in your internet browser.
 

You can deactivate the ‘Remember Customer ID’ feature on a device at any time by deselecting this option from the Westpac Live sign in page.

Things you should know

The iPhone and Android Mobile Banking applications are only available for use by Westpac Australia customers.

Internet connection is needed to access Westpac Mobile Banking app. Normal mobile data charges apply. Accessing ATM, branch or banker locations is available for Australia only. Global Alliance Partner ATMs are available worldwide.

Westpac's security guarantee
To enjoy the benefit of our security guarantee, you need to comply with Westpac's Online Banking Terms and Conditions. Read the detail about your access codes, passwords and SecurID® tokens. Always adhere to manufacturers' software and support to ensure your mobile devices are covered by the latest software and security updates.

Apple, the Apple logo and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Android is a trademark of Google Inc.

Windows is a registered trademark of Microsoft Corporation in the United States and other countries.

SecurID is a registered trademark of EMC Corporation.