Help Cards how-to guides.

What if I find a payment that’s suspicious or I don’t recognise?

If there’s a card or bank payment that doesn’t seem right, check your digital banking for more detail first, change your password immediately, then follow this guide. 

Check the transaction.

Check when and where the transaction happened, who was paid, and what type of payment it was in Westpac One® digital banking.

Select the transaction from your Timeline or the account and we’ll show the type of transaction and, for card transactions, things like the payee’s phone number, website or location on a map.

For a step by step guide go to How to check, search and filter transactions in digital banking.

If you suspect fraud.

If you suspect the transaction could be credit card fraud, call us on 0800 888 111, 24 hours, 7 days a week, or from overseas call +64 9 912 8000 (international toll charges apply). After 8pm on weekdays and 5pm on weekends we can only help with emergency card, cash requests or card fraud.

Contact the merchant within 30 days.

If you’d like to dispute the transaction, first contact the merchant, then contact us within 30 days of the date of the statement. Check How to dispute a credit or debit Mastercard® transaction.

Things you should know.

Some transaction details are provided by our third-party service provider and may not show the exact location where the transaction occurred.  Westpac cannot guarantee the accuracy or completeness of these details.

Conditions of Use for the applicable card apply.  Rates, transaction and services fees apply.