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Westpac Added Online Security - FAQs

When shopping with participating online retailers, Verified by Visa and Mastercard® SecureCode™ services work with Westpac to validate your transaction using a 'One Time Password' to ensure that it is really you making the purchase. This additional layer of security is provided to you free of charge through Westpac's Added Online Security service.

To use these services:

1. You will need to ensure your mobile number and /or email address details on our system are up to date so we can send you a 'One Time Password'. You can update your details by:

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

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

2. Continue to transact the way you have been doing for online transactions. Some transactions may be "challenged", i.e. have an additional step and display a screen requesting you to enter a 'One Time Password'. Follow the prompts on the screen and enter the 'One Time Password' sent to your preferred mobile number or email address you have provided us.

A 'One Time Password' is a unique password that you can use for one transaction only. It is an additional layer of security that enables you to perform online transactions securely. When you shop with participating online retailers you may be requested to enter the 'One Time Password', which will be sent to the mobile number or email address you have provided us.

Westpac values your online security and has implemented these services to provide you with enhanced security.

You may not be able to shop online if your mobile number and/or email address on our systems are not up to date. To avoid delays, 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.

All valid Westpac issued Mastercard (credit and debit cards) and Westpac issued Visa (credit and debit cards) are included in the service.

All of your Westpac credit and debit cards are able to use this service.

Yes, this service is available to all cardholders with a mobile number or email address on file.

Westpac greatly values your online security, and as such has implemented these services to provide you with enhanced security in order to minimise the risk of fraudulent transactions. If you choose not to participate in the service while shopping at participating online retailers, you may not be able to proceed with your transaction.

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 transaction.

You will not need to register your replacement card as this service will automatically be applied.

Westpac safeguards your personal information and does not provide your details to the retailer. To keep your information secure, we safeguard our systems using firewalls and secured transmission using the encryption technology such as Secure Socket Layer (SSL) when sending information between you and the bank.

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

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

To avoid the risk of unauthorised transactions made by receiving a 'One Time Password' on this mobile, please ensure you remove and update your mobile phone number held with us. You can update your details by:

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

This information does not take into account your personal objectives, financial situation or needs and so you should consider its appropriateness having regard to these factors before acting on it.

Before using Westpac Online, Mobile and Tablet Banking, you should read the Westpac Online Banking Terms and Conditions (PDF 1MB) or on request by phone or in branch.

Any tax related information we provide should be used as a guide only. We recommend that you seek independent professional legal and tax advice about your specific circumstances.

© 2016 Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit license 233714.

© BT Financial Group - A Division of Westpac Banking Corporation.