Why can’t I make a payment or transfer money in digital banking?

You might not be able to pay or transfer money out of a new account in your Westpac One® app or online banking if:

Your ID has expired
When you first joined Westpac, we saved a copy of your ID. If that ID has expired, you’ll need to bring a valid ID to your nearest branch before you can use your new account fully.
You used overseas ID
If you opened your account with overseas ID, we need a certified copy of it every year to meet legal requirements.
Your joint account isn’t fully authorised yet
If it’s a joint account, all account holders need to confirm their details before the account can be used.

You can still deposit money into an account while it’s restricted in this way.

What happens next?

If we don’t have the ID or authorisation:

We'll send a reminder letter to the person who opened the account 30 days after it was created.
Within 60 days, we’ll need to close the account.

If you’re a joint account holder, we’ll let you know you need to authorise the account when you log in to digital banking.
You can authorise the account by visiting your local Westpac branch or calling us on 0800 400 600 weekdays 7am to 8pm and weekends 8am to 5pm.