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Westpac Added Online Security - FAQs

Mastercard Identity Check and Visa Secure services are an additional layer of security used by participating online retailers to validate your transaction, ensuring you are the cardholder making the online transaction. Westpac helps Mastercard and Visa provide you this layer of security free of charge through Westpac’s Added Online Security service.

From time to time you may be required to enter a 'One Time Password' when making an online transaction with a participating online retailer. This is to ensure you are the legitimate cardholder making the transaction.

During these transactions, a screen will pop-up requesting you to enter a 'One Time Password'. You will have a choice to send the 'One Time Password' to the mobile number or email address you have previously provided us. Simply follow the prompts on the screen and enter the 'One Time Password' that has been sent to your nominated mobile number or email address.

You must ensure your details are up to date. You can update your details in Online Banking¹, by contacting Westpac using the number on the back of your card, or by visiting your nearest branch.

Note: You may not be able to complete your transaction online if your details are not up to date.

A 'One Time Password' is an extra layer of security that sends a unique password, that can only be used once, to your nominated mobile number or email address to verify your online transaction.

These services are included with your Mastercard or Visa card to enhance your online security, protecting you and the online retailer. At Westpac we want to help you so we provide the service free of charge through Westpac’s Added Online Security service.

We use the mobile number or email address you have previously provided to us. If your mobile number or email address details are not correct, you may not be able to complete your online transaction. To avoid problems with the service, please ensure you update your details whenever they change by:

  • Logging into Online Banking
  • Calling us on the number provided at the back of your card, or
  • Visiting your nearest branch.

Your online transaction may time out while you update your details. If this happens, you may need to refresh your screen or close the window and restart the checkout process again.

Part of the mobile number or email address is masked for your added security. You should be able to identify your mobile number or email address by verifying the few visible characters.

All valid Westpac issued Mastercard and Visa (credit and debit) cards are automatically eligible for the service.

All valid Westpac issued Mastercard and Visa (credit and debit) cards are automatically eligible for the service.

Yes, this service is available to all cardholders for an account who have provided us a mobile number or email address.

Westpac helps provide you these services to enhance your online security by minimising the risk of fraudulent transactions. Some participating online retailers may require you to authenticate a transaction using the service before they will accept your card to complete your online transaction.

If you do not want to use the services, then unfortunately your transaction will be declined, and you will not be able to complete the purchase.

Yes, if you suspect fraudulent use of your card, you should contact Westpac immediately.

No. Not all merchants are registered for these services. If a merchant is not registered, you will not be asked to enter a ‘One Time Password’ to complete your online transaction

You do not need to register for this service. All valid Westpac issued Mastercard and Visa (credit and debit) cards are automatically eligible for this service.

Westpac safeguards your personal information and does not provide your mobile phone or email details to the retailer. For more information about our Privacy Policy, please visit westpac.com.au

Currently only mobile numbers and email addresses are supported to receive the 'One Time Password'.

To avoid the risk of unauthorised transactions being made by using a 'One Time Password' sent to your stolen mobile, please ensure you promptly update your mobile phone number held with us.

You can update your details by:

  • logging in and using Online Banking¹,
  • contacting Westpac by calling the number on the back of your card, or
  • visiting your nearest branch.

        

 


More information?

If you would like to learn more about our Payment Authentication, read the Westpac Added Online Security Terms and Conditions (PDF 1MB) or please call 132 032, 24 hours a day, 7 days a week or +61 2 9155 7700 from overseas.

Find out how to update your details.

Things you should know

1 You must be registered for Online Banking before you can use Online Banking to update your details.

Before registering for or using Online Banking please read the Westpac Online Banking Terms and Conditions (PDF 1MB) at westpac.com.au

Mastercard® is a registered trademark, and Mastercard ID Check is a trademark of Mastercard International Incorporated.

© 2019 Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.