General Online Banking FAQs

Frequently asked questions about Online Banking in general, including how to get started and which accounts you can access.   Register for Online Banking
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1: What do I need to start using Online Banking?
To start using Online Banking, you’ll need
	a Westpac account
	a Westpac Customer ID and Online Banking password
	access to a PC with a Pentium processor running Microsoft Windows XP, Windows 2000 or higher, or access to an Apple Macintosh running OS 9.0 or higher*
	internet access with a 128-bit compatible browser with required browser settings
	an internet connection speed of 56kbps or higher.
>	more information on supported browsers and required browser settings
2: Can I use Online Banking if I’m a business customer?
You can use Online Banking if you have a single signing authority i.e. you can sign business account cheques individually.
To do this you need to:
	download and complete the making changes to accounts form (PDF 37kb) File won’t open ? You’ll need Adobe Reader.
	return the form to any Westpac branch
	you will need written authorization form all account signatories for you or other people to access your business accounts and make payments individually.
Or, if you don’t want to change your business signing agreement, check out Business Online Banking.

It’s free to join Online Banking.
It’s also free to
	view your balances
	see your transactions
	download your transaction information
	set up details of people you wish to pay online.
With Online Banking
	you’ll only pay the standard electronic transaction fee for your account whenever you make a transfer or payment
	it’s cheaper to set up or amend an automatic payment online than at a branch or over the phone.
>	more information on your electronic transaction fees

Please use the secure login page to access your personal Online Banking information
>	Online Banking login

If you’re a Phone Banking customer
If you have not used Online Banking for at least 3 months, you can
	use your Phone Banking Customer ID and password to login to Online Banking
	change your Customer ID and password once you’ve accessed Online Banking
>	Online Banking login
If you have used Online Banking within the last 3 months
	we can provide your Customer ID or reset your password over the phone (we will need to ask you a few questions to confirm your identity)
	phone 0800 400 600 (7am to 11pm, 7 days a week)
	from overseas call +64 9 912 8000 (international toll charges apply)

Here’s how to change your customer ID to something that’s easier for you to remember
	login to Online Banking
	click on ‘Personalise your Customer ID’ in the left hand navigation bar
	type in your preferred customer ID and follow the steps shown (ID guidelines are outlined on the Customer ID selection screen in Online Banking)

Once you’ve logged on to Online Banking, you can change your password by clicking on ‘Change Password’ in the left hand navigation bar.
>	Online Banking login

When you see ‘Charges/Suspend Charges’
	it means monthly account transaction fees will be processed to your account on that day
	you will see more detailed information about the fee transaction the next business day.

If you see this message it means mail has been returned to the bank for any of your accounts and the address details that we hold for you will need to be checked.
If you see this message:
	call us on 0800 400 600 (7am to 11pm, 7 days a week)
	from overseas call +64 9 912 8000 (international toll charges apply)
	we may ask you some questions to help identify you
	we'll check and correct address details for all your accounts.
If we are unable to identify you over the phone
	we won’t be able to update your address details over the phone
	you’ll need to visit your nearest branch or write to us.
We currently don’t accept change of address requests via email.

At this stage you are unable to update your address details through Online Banking.
To update your address details
	call us on 0800 400 600 (7am to 11pm, 7 days a week)
	from overseas call +64 9 912 8000 (international toll charges apply)
	we may ask you some questions to help identify you
	we'll check and correct address details for all your accounts.
If we are unable to identify you over the phone
	we won’t be able to update your address details over the phone
	you’ll need to visit your nearest branch or write to us.
We currently don’t accept change of address requests via email.

With Online Banking you can view any of these Westpac accounts
	everyday transaction accounts—business and personal
	savings accounts and term investments
	personal credit card accounts
	loan accounts e.g. Choices home loan, personal loans, business loans
	Westpac KiwiSaver Scheme accounts.
You can choose to access
	up to 9 bank accounts
	2 credit card accounts
	1 Westpac KiwiSaver Scheme account.
To add or change accounts you can view online
	call us on 0800 400 600 (7am to 11pm, 7 days a week)
	from overseas call +64 9 912 8000 (international toll charges apply)

You can use one ID for business and personal accounts
	only if your business accounts require only one person to authorise a transaction—i.e. one person signs cheques.

You can give your accounts and bill payees online nicknames for easier identification and selection.
These nicknames
	are private and are 'attached' to your Customer ID for online use only
	will not appear on any other banking information such as bank statements
	will not appear on your transaction list.

For accounts that need only you to operate, you can access Online Banking from anywhere with a secure internet connection. If you have any problems
	call us on + 64 9 912 8000 (7am to 11pm New Zealand time, 7 days a week. International toll charges will apply.)
	we’ll need to identify you before we can give you a Customer ID and your initial Online Banking password
	we may also need to ask you some security questions.

Yes, but you will not be able to transact on these accounts in Online Banking.
	You must have an account that requires only person to operate.
If your account is operated by joint or multiple people
	you’ll need to change the signing authority to allow individual access on the account
	download and complete the ‘Making changes to accounts’ form. (PDF 37 kB)
File won't open? You'll need Adobe Reader.
Don’t want to change your business account signing arrangement?
>	check out Business Online Banking

Never leave your computer unattended when you are logged into Online Banking.
When you log off correctly
	you are letting us know you have finished
	you won’t be able to restart Online Banking without re-entering your ID and password.
If you forget to log off correctly
	you will automatically be timed-out after 10 minutes of no activity.
Closing your browser without logging off will also terminate your Online Banking session.

Question still not answered? Contact us

*Earlier OS versions such as Windows 98 may work, however, if you experience problems, we may not be able to offer any technical assistance. Microsoft and Microsoft Internet Explorer are registered trademarks or tradeworks of Microsoft Corporation in the United States and for other countries. None of the vendors listed are specifically endorsed or recommended by Westpac. The vendors are for information purposes only and in no case does Westpac accept liability for acts or omissions of those vendors.