Frequently asked questions

To help make things easy, we’ve answered some common questions you might have about Westpac One®. If you don’t find the answer you’re looking for here, have a look at our How to guides

Getting started with Westpac One

Getting started with Westpac One

How do I log in to Westpac One online banking?

Use the same Customer ID and password you used for Original Online Banking. If you’re new to online banking, you can register by calling us on 0800 400 600 (7am to 11pm, 7 days a week) or pop into any Westpac branch.

We’ll never ask you for your password, so don’t share this with anyone, even us.

Are Westpac One and my bank accounts secure?

Yes. With both Westpac One and Original Online Banking, you have the protection of our world-class security system Online Guardian monitoring your session and protecting you from fraud. We’re so confident in our security that we continue to provide our Online Banking Guarantee. See more.

Does Westpac One replace Business Online (BOL), Corporate Online (COL) and Deskbank?

No, Westpac One will replace Original Online Banking only. Our other internet banking systems can be accessed, as normal, through the drop down menu on the Westpac homepage.

Getting started with the Westpac One smartphone app

Getting started with the Westpac One smartphone app

What kind of smartphone will the Westpac One smartphone app run on?

We have both an iPhone and an Android app. Apple devices will need to have iOS 7 and above installed, and Android phones need to be running on Android OS 4.1 or above.

How do I get the app?

Head to the App Store if you have an iPhone, or the Google Play Store if you have an Android phone. Search for Westpac One and download the app from there.

Will there be a Windows app? 

We are not currently planning a Windows app yet.

How do I set up the 5-digit PIN login for the smartphone app?

You can set up your PIN at the same time as setting up Quick Access on your app. Just toggle ‘On’ for PIN access in your Quick Access settings and set up your PIN. See how to set up Quick Access in our ‘How-to’ for smartphones.

How do I set up Touch ID for the smartphone app?

Touch ID is available on compatible phones – 5S, 6, 6+, 6S, 6S+, 7 and 7+. See how to set up Quick Access in our ‘How-to’ for smartphones.

How do I see my balances without having to log in?

You’ll need to have set up Quick Balance on your smartphone app. We’ve put together a handy ‘How-To’ that shows you how to set up your phone for Quick Balance.

How do I set up the ability to transfer money without having to log in?

You’ll need to have set up Quick Balance on your smartphone app before you can do Quick Transfers. See how to set up Quick Balance in our ‘How-to’ for smartphones.

What information can be accessed via my Apple Watch?

The Quick Access features of Westpac One are available on your Apple Watch including Quick Balance and Quick Transfers. These are also available on the Westpac One smartphone app.

For more information on how these work check out the how to guides for Quick Balance, Quick Transfers and Spending Meter.

How do I set up my Quick Access features on my iPhone/Apple Watch?

To get started you need to ensure that you have set up Quick Access on your iPhone by selecting the “Quick Access” tab and following the steps. For more information on how this works please see our How-to guide.

To set up Quick Access on your Apple Watch you'll need to pair your Apple Watch with your iPhone. Please note, to pair your Apple Watch with your iPhone

  • your iPhone needs to be an iPhone 5 or above with iOS 8.2 or above
  • you'll need the latest version of the Westpac One App installed on your iPhone.

Once you've completed the steps above the Westpac One App will automatically appear on your Apple Watch.

How secure is it?

Quick Access on your Apple Watch only allows transfers between your own pre-selected accounts. Other than transferring between those accounts and viewing balances, no other information (e.g. account numbers) is displayed.

For more information on the online security that we provide see our Safety and Security online section.

Is there a special Westpac One App specifically for Apple Watch?

No, there is one standard app that you download which will work on your paired Apple Watch and iPhone, as long as you have a compatible iPhone, Apple Watch and the latest version of Westpac One.

You can find out more about the Westpac One App here.

Using Westpac One

Using Westpac One

How do I set up an automatic payment in Westpac One?

In Westpac One all your payments – including automatic, bill and  payments to the IRD – can be made from the one place. Just click on the calendar icon and select the automatic payment frequency from the date field. To see how it’s done, hop over to the ‘How-to’ guides.

How do I make a payment to the IRD in Westpac One?

In Westpac One all your payments – including tax payments – can be made from the one place. And we’ve already added Inland Revenue (Pay tax) to your list of saved payees. Hop over to the ‘How-to’ guides and we’ll show you how to set up a  payment to the IRD there. Please note, automatic payments to the IRD aren't available. 

How do I make an overseas (international) payment in Westpac One?

At the moment you can only make overseas payments to Australia (in Australian dollars) and the United States of America (in US dollars), but we’ll be adding more countries and currency options in the future. In the meantime, if you’d like to pay someone in another country please log in to Original Online Banking. Find out how to pay someone in Australia or the USA in our ‘How-to’ guides.

Can I make multiple payments to saved payees?

Yes, select 'Payees' when making a payment and switch the 'Pay Multiple Payees' button to 'On'. To find out more, please see our how-to guide for 'Pay multiple payees'.

When making multiple payments to saved payees, how many people/companies can I pay at once?

You can pay up to 25 people at once. See our how-to guide for 'Pay multiple payees' for more information.

Can I edit or amend an Automatic Payment in Westpac One?

You can amend an Automatic Payment  in Westpac One using any browser (PC, Mac, Android, iPhone) or the Westpac One App on an Android device.  Functionality will be added to edit and amend Automatic Payments in iOS apps in mid January 2016.

How do I change my password in Westpac One?

Go to ‘Profile’ (top right) then ‘Security settings’.

Can I change my address in Westpac One?

Yes, after you’re logged in to Westpac One, you can request to change your address under Profile (top right of the screen) then selecting Contact Details . Find out more about how to change your address in our ‘How to’ guides.

Can I open a bank account or term deposit in a joint name using Westpac One?

At the moment you can’t – but you can apply for a personal or home loan in a joint name. In the meantime, if you’d like to open a joint account or term deposit please log in to Original Online Banking. 

Can I stop paper-based statements in Westpac One?

Yes, in the profile section. 

Where can I view my statements or tax certificates? 

You can download your statements in Westpac One by selecting your account, then clicking 'Download statements'.

If you need a tax certificate, for now you’ll need to give us a call on 0800 400 600, although downloading a tax certificate online will be coming in the future.

Will Salary Splitter be available in Westpac One?

Yes, in the future. 

Can I view foreign currency accounts?

Not yet, although we’ll be bringing it to Westpac One in the future. 

What browsers does Westpac One Support?
  • Microsoft Internet Explorer 10 and upwards
  • Firefox 32 and upwards
  • Google Chrome 37 and upwards
  • Safari 6 and upwards
Can I block and unblock my credit or debit card at anytime of the day?

Yes you can. There is no convenient time to lose your card, so this service is available anytime. For any questions about blocking or organising a replacement card, or to permanently block your card, please contact our Cards team on 0800 888 111.

Feedback

How do I give my feedback?

We’d love to hear from you and we’ve made it easy for you to tell us what you think. At the top right of Westpac One screen you’ll see a Feedback link. Just click on that and fill in the form.

If you’re viewing Westpac One on your mobile, you can access Feedback from the action menu – which is the "..." icon at the top right of every screen.