Technical Online Banking FAQs

Information about login and connection issues, why pop-ups don’t work, what ‘site certificate’ messages are and more.   Register for Online Banking
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1: Why can’t I access Online Banking from my computer?
To access Online Banking, you will need to use a 128-bit compatible internet browser.
2: Why is the system response so slow?
We constantly test our response time and do everything possible to deliver consistently fast performance.
Online Banking
	pages should take an average of no more than 7 seconds to load
	responses may sometimes be slower due to complex functions related to your banking records.
Factors that can affect your response time include
	your modem speed
	general network loading
	time of the day
	quality of your phone line.
If slow speed is a constant problem you
	may be able to reconfigure some settings in your browser to improve things
	can empty temporary internet files saved on your computer from sites you’ve visited.
3: What do I do if Online Banking crashes while I'm doing my banking?
If your computer crashes while you are logged on
	your Online Banking session will automatically end
	the last transaction you made before it crashed should have gone through
	check your account balances and transaction lists to confirm when you next login.

This message will display when there is an unforeseen interruption to the online service.
If you were making a payment or transfer when you see the message
	check your balances and transactions before repeating the transaction.
If routine maintenance is being carried out
	we will advise you via a message on either the login page or the Welcome/Account balances page.

To access Online Banking, you will need to use a 128-bit compatible internet browser.
For PC users we support these browsers
	Microsoft® Internet Explorer 6
	Microsoft® Internet Explorer 7
	Microsoft® Internet Explorer 8
	Firefox 3
For MAC users we support these browsers
	Safari 3
If you don’t have one of these supported browser versions
	you can download them for free from the Internet
	you will need to choose the correct 128-bit strong encryption version for your operating platform
>	download Internet Explorer
>	download Firefox
>	download Safari
If you use an unsupported browser for your Online Banking, and experience any problems, we may not be able to offer you any technical assistance.
>	More about browser settings

Cookies are messages that a Web server sends to your browser to store so it can be read back later from that browser. We use two types of cookies on our website.
Session cookies
	are an integral part of the identification process for our Online Banking service
	are sent to your browser from the Westpac webserver each time you login to Westpac Online Banking
	offer increased security when logging in and providing you with confidential account information
	allow the server to authenticate online transactions and viewing of secure Online Banking screens
	will only be present on your browser while you are logged in to Online Banking
	are no longer valid when you log out of Online Banking and are discarded when you close your browser.
Persistent cookies
	are used to identify and provide personalised features such as which page you'd like to see when you login to the Westpac site
	are part of our website measurement software
	will remain on your computer’s hard drive until you remove them.

	we use Google Analytics to anonymously aggregate our website statistics
	statistics include number of page views and unique visitors, time spent on our site, when visitors browse, and common website entry and exit points
	we don’t use this software on our Online Banking login screen or any other secure Online Banking screens.
>	For more information on site tracking, see our privacy statement

You may have some software loaded on your computer that prevents things from 'popping up' on your screen e.g. online banner advertisements or new browser windows.
This software may also prevent the Online Banking calendar tool from working. However, you will still be able to load dates using the date blocks.
To enable the calendar to be seen
	refer to product support information on the pop-up stopper software
	there may be an override facility that can allow you to still use the calendar.

Secure online transactions are based on websites identifying themselves with digital IDs, or ‘certificates’.
Ensuring certificates are valid
	these certificates should be issued by an established and recognised certificate authority (CA), such as VeriSign Inc
	the CA must have its own ID, called a ‘CA certificate’
	correctly installed browsers should contain a copy of each commonly recognised CA certificate.
Westpac’s valid site certificate
	is issued under VeriSign’s Class 3 Primary CA certificate.
Checking our certificate validity
	our certificate is compared to the equivalent in your browser whenever you go to our login page
	this process is invisible and you will only know about it if there is a problem.
If there is a problem with our certificate validity
	you may receive a message similar to ‘the certificate issuer for this site is not recognised, not trusted or unknown’
	on Internet Explorer, you may get a ‘Page cannot be displayed’ screen.

Question still not answered? Contact us

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.