Westpac Online Guardian
Online Guardian was designed with you in mind. At the heart of Online Guardian is a unique analytical engine developed specifically to make your online banking experience safer, with minimal disruption to your day-to-day activities.
The Westpac Online Guardian fraud detection system:
- continually monitors Online Banking for unusual activity
- identifies suspicious transactions, and passes details of suspicious transactions to the Online Trust and Security Team for further analysis
- where required, it'll prompt you to further authenticate your identity through the Online Guardian Challenge Service.
What changes will you see in Online Banking?
The enhancements to Online Guardian mean you’ll see your activities being assessed by Online Guardian as they’re occurring.
When you login, you'll see the Online Guardian login spinner
This will consider your Online Banking history and whether a challenge is required.
You'll also see the spinner assessing a transaction you're making
All payments will be assessed by Online Guardian but the challenges will be rare.
When further authentication is required
You may be asked to answer one of your Online Guardian challenge questions
or be asked for a verification code, which will be sent to your registered mobile phone
You will have already set up your Online Guardian questions and answers and may have registered your mobile phone. These are found under 'Security preferences' on the left-hand navigation panel in Online Banking. You will need to correctly pass a challenge if you want to view or edit any of this information.
If you don't recall the answers, or have locked yourself out - don't panic this can be resolved by calling us on 0800 400 600 or from overseas +64 9 912 8000 (7 days, 7am – 11pm EST).
The Online Guardian Challenge Service enables you to register your overseas mobile number, so you can receive the one time verification txts (when required) and reset your password from anywhere 24/7.
Register an overseas mobile number for Online Guardian.
To register an overseas mobile number, you’ll first need to contact our call centre on 0800 400 600 or +64 9 912 8000 if you're already overseas. Our call centre is available 7 days a week, 7am – 11pm EST.
Once you’ve registered your overseas mobile number you’ll be able to select it as the number to use for Online Guardian within the 'Security preferences' section of Online Banking, however you'll need to correctly pass a challenge before you can access 'Security preferences'. You won’t be able to enter an overseas number directly into Online Banking.
If you have a NZ mobile and an overseas mobile
Once you’ve registered your overseas mobile phone number, you can switch between that and your NZ mobile number.
To switch, select 'Security preferences' on the left-hand navigation bar once you’re logged into Online Banking, correctly pass a challenge, then select 'Change my mobile phone number' and switch your mobile phone number.
What you can do if you don’t have a mobile or can’t receive a txt message while overseas
Online Guardian uses a number of different factors to determine which transactions require further authentication. These challenges will be rare and will differ from customer to customer.
If you perform a transaction that requires a one time verification txt, you can contact our call centre on +64 9 912 8000 (open 7 days, 7am – 11pm EST).
The call centre will pre-authorise the payee by pre-loading them as a payee on your Online Banking. This payee can be deleted after a payment is made.
The benefits of Online Guardian are applied to all Online Banking IDs. This includes our Business customers using Commercial IDs, ie. IDs that may be shared across different users in your business.
You or your staff may be presented with a challenge question or require a verification txt if a transaction is flagged as being unusual. This is a good thing, of course, as you’ll know that Online Guardian is keeping an eye out for anything out of the ordinary – like when you make payments to people you don’t usually pay.
What do you need to do
- You’ve likely already selected three challenge questions to register for the Online Guardian Challenge Service. Your challenge questions and answers can be reviewed at any time by checking 'Security preferences' and correctly pass a challenge while in Online Banking.
Remember the answers can be anything you choose; they don't have to be factual. Try to ensure you use answers that can be easily remembered by the various members of your team who are authorised to access your business’ Online Banking.
- Only one mobile number can be registered against an ID. Registering a mobile number that is accessible by the people most likely to be using the Online Banking is important, even though challenges that require a one time verification code will be rare. The person using Online Banking may need to call the person with the mobile to retrieve the code, or perform the transaction again when the mobile phone is accessible.
- Business customers using Online Banking can also benefit from the password reset process so that you or your staff have the ability to reset your Commercial ID Online Banking password without having to call us or come into a Westpac branch.
Note: Although we strongly recommend registering a mobile number, it isn’t a mandatory requirement for using Online Banking. The alternative for verifying certain transactions when required is to contact our call centre on 0800 400 600 or +64 9 912 8000 (available 7 days a week between 7am – 11pm EST).
You should find that the Online Guardian challenge service is very unobtrusive, however if Online Guardian is causing problems for you in making your Business payments you may find that our Business specific solution – Business Online Banking - may be better suited to your needs.
The registering of a mobile phone for Online Guardian is important so:
- you can receive a one time verification code by txt to your mobile phone for certain transactions.
- you can reset your password if for any reason you have forgotten it or been locked out of Online Banking.
If you haven't registered your mobile phone
You can register your mobile phone by selecting 'Security preferences' from the left-hand navigation panel in Online Banking, correctly passing a challenge and following the prompts to register or amend a mobile phone number.
If you don’t have a mobile phone or can’t receive a txt message
Online Guardian uses a number of different factors to determine which transactions require further authentication. These challenges will be rare and will differ from customer to customer. Some customers due to the way they bank may never be challenged.
If you perform a transaction that requires a one time verification txt, you can contact our call centre to pre-authorise the payee by pre-loading them as a payee on your Online Banking. This payee can be deleted after a payment is made.
Our call centre is available on 0800 400 600 or +64 9 912 8000 if you’re overseas. Our call centre is available 7 days a week, 7am – 11pm EST.