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General Online Banking FAQs
> 3: How much does Online Banking cost?
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| It’s free to join Online Banking. |
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| It’s also free to |
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view your balances |
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see your transactions |
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download your transaction information |
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set up details of people you wish to pay online. |
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| With Online Banking |
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you’ll only pay the standard electronic transaction fee for your account whenever you make a transfer or payment |
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it’s cheaper to set up or amend an automatic payment online than at a branch or over the phone. |
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more information on your electronic transaction fees |
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> 4: I have my Customer ID and password – now how do I login?
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| Please use the secure login page to access your personal Online Banking information |
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Online Banking login |
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> 5: I’ve forgotten my Customer ID or password – what do I do?
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| If you’re a Phone Banking customer |
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| If you have not used Online Banking for at least 3 months, you can |
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use your Phone Banking Customer ID and password to login to Online Banking |
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change your Customer ID and password once you’ve accessed Online Banking |
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Online Banking login |
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| If you have used Online Banking within the last 3 months |
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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) |
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phone 0800 400 600
(7am to 11pm, 7 days a week) |
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from overseas call +64 9 912 8000
(international toll charges apply) |
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> 6: How do I personalise my Customer ID?
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| Here’s how to change your customer ID to something that’s easier for you to remember |
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login to Online Banking |
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click on ‘Security preferences’ in the left hand navigation bar |
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click on ‘Personalise your Customer ID’ in the left hand navigation bar |
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type in your preferred customer ID and follow the steps shown
(ID guidelines are outlined on the Customer ID selection screen in Online Banking) |
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> 7: How do I change my password?
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| Once you’ve logged on to Online Banking, you can change your password by clicking on ‘Security preferences’ in the left hand navigation bar. Then select ‘Change Password’. |
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Online Banking login |
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> 8: I can see Charges/Suspend Charges on my transactions list. What does that mean?
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| When you see ‘Charges/Suspend Charges’ |
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it means monthly account transaction fees will be processed to your account on that day |
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you will see more detailed information about the fee transaction the next business day. |
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> 9: Why do I have a message saying that mail sent to me has been returned?
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| 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. |
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call us on 0800 400 600
(7am to 11pm, 7 days a week) |
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from overseas call +64 9 912 8000
(international toll charges apply) |
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we may ask you some questions to help identify you |
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we'll check and correct address details for all your accounts. |
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| If we are unable to identify you over the phone |
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we won’t be able to update your address details over the phone |
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you’ll need to visit your nearest branch or write to us. |
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| We currently don’t accept change of address requests via email. |
> 10: Can I update my address in Online Banking?
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| At this stage you are unable to update your address details through Online Banking. |
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| To update your address details |
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call us on 0800 400 600
(7am to 11pm, 7 days a week) |
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from overseas call +64 9 912 8000
(international toll charges apply) |
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we may ask you some questions to help identify you |
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we'll check and correct address details for all your accounts. |
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| If we are unable to identify you over the phone |
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we won’t be able to update your address details over the phone |
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you’ll need to visit your nearest branch or write to us. |
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| We currently don’t accept change of address requests via email. |
> 11: What accounts can I access online?
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| With Online Banking you can view any of these Westpac accounts |
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everyday transaction accounts—business and personal |
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savings accounts and term investments |
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personal credit card accounts |
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loan accounts e.g. Choices home loan, personal loans, business loans |
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Westpac KiwiSaver Scheme accounts. |
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| You can choose to access |
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up to 9 bank accounts |
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2 credit card accounts |
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1 Westpac KiwiSaver Scheme account. |
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| To add or change accounts you can view online |
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call us on 0800 400 600
(7am to 11pm, 7 days a week) |
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from overseas call +64 9 912 8000
(international toll charges apply) |
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> 12: Can I have the same Online Banking ID for both my business and personal accounts?
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| You can use one ID for business and personal accounts |
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only if your business accounts require only one person to authorise a transaction—i.e. one person signs cheques. |
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> 13: Why can't I see nicknames on my transaction lists or statements?
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| You can give your accounts and bill payees online nicknames for easier identification and selection. |
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| These nicknames |
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are private and are 'attached' to your Customer ID for online use only |
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will not appear on any other banking information such as bank statements |
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will not appear on your transaction list. |
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> 14: Can I access my personal accounts through Online Banking from overseas?
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| 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 |
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call us on + 64 9 912 8000
(7am to 11pm New Zealand time, 7 days a week. International toll charges will apply.) |
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we’ll need to identify you before we can give you a Customer ID and your initial Online Banking password |
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we may also need to ask you some security questions. |
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> 15: Can I access accounts through Online Banking that need more than one person to operate?
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| Yes, but you will not be able to transact on these accounts in Online Banking. |
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You must have an account that requires only person to operate. |
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| If your account is operated by joint or multiple people |
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you’ll need to change the signing authority to allow individual access on the account |
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download and complete the ‘Making changes to accounts’ form. (PDF 37 kB) |
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| File won't open? You'll need Adobe Reader. |
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| Don’t want to change your business account signing arrangement? |
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check out Business Online Banking |
> 16: Who can I open an account online for?
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| If you are registered for Westpac Online Banking, you can open these accounts online: |
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A personal account for yourself |
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A sole trader account, if you already have at least one business account with Westpac |
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A joint account with one or two other people where you already have an account with the same joint ownership and you have authority to operate the account. In this case, the account will be restricted (i.e. you can transfer money in, but you can't take money out) until the other account owners have authorised the account. |
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| Account authorisation by the remaining joint account owners can be done in a number of ways: |
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Through Online Banking. When each account owner logs in to online banking, they will be able to follow the on-screen steps to authorise the joint account and see any other outstanding actions required to remove the account from its restricted state. |
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By visiting your local Westpac branch. |
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Call 0800 400 600 (7am to 11pm, 7 days a week) and we'll do it over the phone for you. |
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| If the account is restricted because there are outstanding identification conditions to be met, the account holder or account holders which are required to provide identification will need to visit a Westpac branch and present appropriate identification. |
> 17: What is a restricted account?
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| While an account is in a restricted state, deposits can be accepted, however no other actions are permitted until the actions required to fully activate the account have been completed. |
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| A new transaction, savings or term deposit account that has been opened via Online Banking may be restricted where one or more of the following outstanding actions are required to make it fully active: |
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Account authorisation required by remaining account holders (joint-accounts only) |
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Identification is required |
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| Account authorisation by the remaining joint account owners can be done in a number of ways: |
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Through Online Banking. When each account owner logs in to Online Banking, they will be able to follow the on-screen steps to authorise the joint account and see any other outstanding actions required to remove the account from its restricted state. |
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By visiting your local Westpac branch. |
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Call 0800 400 600 (7am to 11pm, 7 days a week) and we'll do it over the phone for you. |
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| If the account is restricted because there are outstanding identification conditions to be met, the account holder or account holders which are required to provide identification will need to visit a Westpac branch and present appropriate identification. |
> 18: What happens to any deposits if actions on a restricted account are not completed and the account is closed?
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| If there are funds available in an individual restricted account when it is closed, we can transfer the balance to another suitable account you own before closing the account. If there is no suitable account available, we may send the balance as a cheque made out to you. To do this, we may have to ask for identification first, but we’ll warn you in writing 30 days before this happens. |
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| If it is a joint account then any balance can only be transferred to a suitable joint account with the same ownership. If the balance needs to be paid by cheque, it will be made out to all the owners. If the owners haven’t provided suitable identification, they’ll need to do this before we can send it out. |
> 19: What happens if I forget to log off?
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| Never leave your computer unattended when you are logged into Online Banking. |
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| When you log off correctly |
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you are letting us know you have finished |
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you won’t be able to restart Online Banking without re-entering your ID and password. |
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| If you forget to log off correctly |
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you will automatically be timed-out after 10 minutes of no activity. |
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| Closing your browser without logging off will also terminate your Online Banking session. |
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| Question still not answered? Contact us |
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| *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. |
The information on this page is presented subject to our legal page and any other terms and conditions that Westpac may impose from time to time. It is subject to change without notification.
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Copyright©2011 Westpac New Zealand Limited |
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