Westpac Live Quick Reference Guides
How do I conduct a transaction search?
How do I generate an ‘online service fees’ report?
How do I look up a merchant for a transaction?
How do I dispute a transaction?
How do I access a payment receipt?
How do I group accounts?
How do I export detailed transaction history?
How do I export a list of Accounts and Groups?
How do I export a list of Payees?
How do I request access to a Third Party account?
How to use this guide -
Click each link below to access the Quick Reference Guide Glossary of Terms hereAccounts Overview
How do I create a new payee?
How do I make an international payment to a new payee?
How do I make a BPAY payment?
How do I order a bank cheque online?
How do I make a multiple payment?
How do I make a recurring payment?
How do I make a tax payment using Pay Anyone?
How do I make a Same Day (RTGS) payment?
How do I edit payee details?
How do I create a Payee group?
How to create a payment template?
Payments
How do I notify Westpac that I am travelling overseas?
How do I change my daily transaction withdrawal limit?
How do I reset my online banking password?
How do I lock my card temporarily?
How do I report a lost or stolen card?
How do I change my Daily Payment Limit (personal customer)?
Services & Preferences User Administration
How do I add a User to a network?
How do I assign a token to a User or switch security devices?
How do I suspend a User?
How do I remove a User?
How do I order spare tokens?
How do I update the business daily limit?
How do I nominate a business billing account?
How do I set the number of approvers for a payment type?
How do I set the number of approvals for a payee task?
How do I set the number of approvers for an Administration task?
How do I provide a User access to an account/s?
How do I give Users access to a new account?
How do I change a User’s Daily Payment Limit (business network)?
How do I stop a cheque?
Forms
Personal Profile customers - What form, when?
Business Profile customers - What form, when?
Payment File Imports
How do I import payment details (.csv file type)?
How do I import payee details (.csv file type)?
How do I import payment details (.aba/Pay Anyone file type)?
Click the ‘Home’ Icon to bring you back to this menu page NOTE: These instructions do not include prompts for use of a Security device when completing payments or Administration tasks
Glossary of Terms used
Administrator
Is an authorised User that has
been nominated by the individual or business owners to access User administration to complete administration tasks for a Network.
Daily Payment Limit Business Daily Limit
The maximum amount you can pay per day across all accounts accessible through online banking – payment types included in Daily Payment Limits available in Help Centre The maximum daily aggregate payment amount that may be transacted on all Accounts available in a Business Network by the Users.
Billing Account
An Account nominated for the collection of fees charged for transactions and services initiated through Online Banking.
User
The Account holder, or any other person authorised by the Account holder to operate on an Account through Online Banking, including an Administrator.
Feature
An activity or task that can completed through online banking that can be assigned to a User (for example create a Pay Anyone payment).
Profile
An Online Banking service that can be accessed by a User. You can be registered for your own Online Banking service, and may be added as a User to access a Network in someone else’s Online Banking.
Recurring Payment
A fixed amount payment set up via Westpac Live to repeat at defined time periods. These can have either a set end date or endless
Security Device
The additional security device, or additional authentication steps required to approve certain transactions through Online Banking and includes a Token and Westpac Protect SMS Code.
Senior Approver
A senior approver has over-riding and immediate approval rights for all Accounts and features that they are authorised to access.
Third Party Access Authority
A form on which the Account holder authorises an account to be added to a Network.
Security Code
Is a code generated by a Security device to authorise a transaction or other action through Online Banking; includes Token Code or SMS Code.
Westpac Protect® SMS Code or SMS Code
An authorisation code sent by SMS to your Mobile phone to authorise a transaction or other action through Online Banking.
Token
Is a physical device that generates a new unpredictable Token Code every sixty seconds.
External Accounts
Allows you to view information from a range of external providers or institutions; includes financial institutions and frequent flyer programs.
Account Sharing
Securely share access to your accounts with friends, family or other people you trust with control over what they can see and do. They don’t even have to be a Westpac customer (non-Value access only).
Transfer Funds
Transfer Funds option in Online Banking allows you to transfer funds between the Westpac Accounts that are accessible through your Online Banking profile
Pay Anyone
Pay Anyone is a transfer of funds from an Account to any other account which is not held in the same name(s) or in the same Online Banking profile
Same day – RTGS
You may have the option to make a payment to a Pay Anyone payee using RTGS (real time gross settlement) which is a centralised payment system used in Australia for the same day settlement of Australian dollar transactions.
Payee
An account you wish to make payments to.
Required to be set up with specific payment information depending on the payment method.
Network
An Online Banking service allowing Users to
access Accounts available through someone
else’s Online Banking.
How do I conduct a transaction search?
1. Hover over Overview 2. Click Transaction search
3. Select the account/s to search (can select up to 5 accounts)
4. Enter criteria for the search. For additional search criteria click show search options (e.g. name of transaction, date range, amount)
5. Click Search
6. Search result will appear
• You can search for a transaction across 5 accounts at once
• The default date range is for the last 120 days. You can increase the date range by selecting 'Show search criteria'. Your date range can’t be greater than 13 months.
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How do I reset my online banking password?
1. Go to the Westpac homepage and click ‘sign in’ – top right hand side
2. Click “Reset your password”
3. Enter 8 digit customer ID (what you use to login to online banking) and Date of Birth
4. Click ‘Next’ and follow the prompts
• You can only reset your online banking password immediately online if you have the following;
• Your 8 digit Customer ID
• Date of birth
• Are registered for a security device (either SMS Protect or SecureID Token) – if you don’t have a security device please contact - 1300 655 505 or visit a branch
• If the system cannot reset your password try again otherwise contact the Online Banking Help Centre - 1300 655 505
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How do I generate an online service fees report?
1. Hover over Overview
2. Click Exports and Reports 3. Select Online Service Fees
4. Enter criteria for the search i.e. select account and date range
5. Click Search
6. Search result will appear
• The online service fee report includes a GST component. It can be printed or saved as a PDF or DOC file type.
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How do I look up a merchant for a transaction?
1. Click the transaction ‘Description’
2. Click Look up the merchant’s details and make contact.
3. Select Search Google to look up merchant details on google OR
4. Select Search ABN Lookup to look up the merchant in the Australian Business Register.
• If you do not recognise the transaction and have not been able to resolve the issue with the merchant, you may dispute the transaction.
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How do I dispute a transaction?
1. Select the transaction ‘Description’
2. Click Look up the merchant’s details and make contact
3. Click Dispute this transaction and give a reason from the Tell us what’s wrong drop-down box.
4. You must confirm that you have attempted to make contact with the merchant to resolve the issue by ticking the check box
5. Complete the form and follow the instructions in the blue information boxes. Depending on the reason, you may be required to provide additional information
• If the transaction is fraudulent you must contact the fraud team
• Note: This feature is available to customers who have a personal profile on Westpac Live.
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How do I access a payment receipt?
1. Click Payments – this will take you to Payments List
2. Click Search Payments
3. Enter your search criteria to locate the payment 4. Click Search
5. Click View (next to the payment you require a receipt)
6. Access the payment receipt either printed, save as a PDF or email it as an attachment
• You can print, email or save your payment receipt as a PDF
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How do I group accounts?
1. Click Edit View - Note you need to be in List View not Tile view to see this option 2. Select Manage Account Groups
3. Click With Custom groups
4. Enter group name in Create a new group field 5. Click Create
6. Select the accounts that are under the group created
7. Click Save Changes or Create another Group
• You can create up to 5 groups. Any accounts not allocated to a group will be categorised under the heading of ‘other’
• You need to be in List View – options to change next to Edit View menu – to change views select the icon with the three horizontal bars
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How do I create a Payee group?
1. Hover over Payments
2. Select Payees & BPAY billers 3. Click Manage Groups
4. Select Create new group 5. Enter the group name
6. Select the Payees (multiple payees can be selected by clicking Select Multiple)
7. Click Confirm
• A Payee Group is a way an Administrator can manage the access Users have to Payees
• Can’t see ‘Create Group’ in menu – Ask your Administrator to provide you access. If you are the Administrator, you will need to turn this on – Services &
Preferences > More Features > Permissions &
Approvals > Payments
• If Payees are not grouped all Users that have ‘create payments access
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How to create a payment template?
1. Hover over Payments 2. Select Templates
3. Click Add new template
4. Enter the template name, payment type, from account and Payer name
5. Click Create 6. Select the Payees 7. Click Close
• Payment templates can be created for funds transfer, pay anyone, a combination of funds transfer and pay anyone, BPAY and pay anyone Direct Entry Services.
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How do I notify Westpac I am travelling overseas?
1. Hover over Services & preferences 2. Select Services
3. Select Use my credit card overseas under Card Services
4. Enter travel dates, countries you are travelling to and contact details
5. Click Notify going overseas
• This will apply to all personal Westpac cards. A confirmation message will be sent to you via your message inbox
• Up to 10 countries can be added across a maximum of 5 cards
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How do I change my daily transaction withdrawal limit?
1. Hover over Services & preferences 2. Select Services
3. Select Change my Daily transaction withdrawal limit under Account Services
4. Select your card 5. Select the ATM limit 6. Click Change ATM limit
• This change will apply immediately
• This is only available on Handycards
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How do I change my Personal Profile Daily Payment Limit?
1. Click Services & preferences 2. Select Preferences
3. Select Daily Payment Limit
4. Update limit (you can change your Daily Payment Limit up to $10K. If you want a higher limit you will need to contact the Online Banking Help Desk who can increase the limit depending on if you have SMS Protect or a SecureID Token)
5. Click Update my Daily Payment Limit
• Online Banking Help Desk – 1300 655 505
• Westpac Website > Contact Us > westpac.com.au/contact-us
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How do I report a lost or stolen card?
1. Click Services & preferences 2. Select Services
3. Select Report lost or stolen card under Urgent Services
4. Select the card
5. Select ‘yes’ if you suspect suspicious transactions, otherwise select ‘no’
6. Select if the card was lost or stolen 7. Enter the date
8. Select the delivery address to send your replacement card
9. Click Continue
• If you select ‘yes’ for suspicious transactions, a message to call Westpac will display
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How do I lock my card temporarily?
1. Click Services & preferences 2. Select Lock a card temporarily
3. Select the card you want to lock temporarily and click Lock
4. To unlock the card click Unlock
• When you lock your card it can’t be used for 15 days (unless you unlock it). It will automatically unlock after 15 days.
What should I do after I lock my card?
• If you find your card unlock it online
• If you can’t find your card you can report it lost or stolen
• Let any additional cardholders know they’ll also be locked
• Change direct debits or scheduled payments
• Check for suspicious transactions. If you find any, call 1300 651 089 or +61 2 9293 9270
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How do I set the number of approvals for a payment type?
1. Hover over Services & preferences 2. Select User administration
3. Click More features and select Permissions and approvals
4. Click the circles to set the number of approvals required for the payment type
5. Click Save
6. Approver will see Payments to approve in Approvals Tray > Payments tab
- ‘Approval Progress’ field demonstrates how many approvers required by number of O and
indicates an approver has actioned
- Hover over circles to see ‘submitted by’ and
‘approved by’ user details
• The number of approvers is for online banking only and can be changed by the Administrator at any time. The number of approvers can not be set below the signing authority set up at the branch
• This applies to every account on the network
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How do I set the number of approvals for a payee task?
1. Hover over Services & preferences 2. Select User administration
3. Click More features and select Permissions and approvals
4. Click the check box to change if approval is required for create and maintain payees and then click the circles to set the number of approvals required for these tasks, if applicable.
5. Click Save
6. Approver will see Payments to approve in Approvals Tray > Payments tab
- ‘Approval Progress’ field demonstrates how many approvers required by number of O and indicates an approver has actioned
- Hover over circles to see ‘submitted by’ and ‘approved by’ user details
• The number of approvers is for online banking only and can be changed by the Administrator at any time. The number of approvers can not be set below the signing authority set up at the branch
• This applies to every account on the network
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How do I set the number of approvals for administration tasks?
1. Hover over Services & preferences 2. Select User administration
3. Click More features and select Permissions and approvals
4. Click the circles to set the number of approvals required for Administration tasks
5. Click Save
• You can have up to 4 approvers for Administration tasks, however if you have less than 4 Administrators in the network then the number of circles visible will match that number e.g. 2 Administrators will mean 2 circles are visible and can be selected
• Administration Tasks to approve are in the Administration Tab on the ‘Approvals’ page
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How do I suspend a User?
1. Hover over Services & Preferences 2. Select User Administration
3. Click drop down menu under User status 4. Select Suspend this User
5. Select Reason for suspension 6. Click Suspend
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• You can only suspend a User provided you are the Administrator of the profile
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How to remove a User
1. Hover over Services & Preferences 2. Click User Administration
3. Click drop down menu under user status 4. Select Remove this User
5. Click Remove
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• Removing a User from the network will mean they no longer can access the profile, however any payments approved by the User e.g. recurring or future dated payments will still proceed
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How to assign a token to a User or switch Security Devices
1. Hover over Services & Preferences 2. Click User Administration
3. Click drop down menu under user status 4. Select Assign Token
5. Enter the Token serial number
6. Click Assign token - Go to User step 1.
7. To switch security devices for users you need to go to the Services & Preferences > More Features > Security Devices
> Select option from drop down menu
User needs to log in to their Business Profile;
1. Click Services & Preferences > Preferences > Select Security > Activate Token (or Complete Activation)
• A User can only have one active security device at any one time i.e. either Token or SMS Protect
• If you do not have a spare token you can select the Send a replacement option and have one sent. It may take up to 5 days for the token to reach you
• The token is not active until the user logs in to their own profile to activate device
• Fees may apply for additional security devices – check the Terms & Conditions on our website
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User must complete from here – they must log in to their business profile
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How to order spare tokens
1. Hover over Services & Preferences 2. Click User Administration
3. Click More features 4. Select Security devices 5. Click Order Tokens
6. Enter the number of spare tokens required 7. Click Submit Order
• An Administrator can order up to 5 spare tokens a month. If more tokens are required you will need to contact Online Banking Help Desk – 1300 655 505
• Status of ‘Linked’ indicates the Administrator has linked the device. Status of ‘Active’ means the User has gone in and activated device for use
• Fees may apply for additional and replacement security devices – check the Terms & Conditions on our website
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How do I create a new payee?
1. Hover over Payments
2. Select Payees & BPAY billers
3. Select Create new payee (if you cannot see this you do not have the entitlement turned on)
4. Select the Payment Method – Drop down box will present options that are enabled – Pay Anyone, BPAY, International and Bank Cheque
5. Enter – all payee details – these will vary for each Payment Method - *Payee Group – will only appear if this feature is enabled – from here you can add this payee to specific groups for certain users to access
6. Click Confirm
7. Not an approver – Message bar will appear and Payee will state – Changes Pending
8. Approver must select ‘Approvals’ (top right) > Other tasks and Approve new payee before payment can be created
• If you cannot see the ‘Create new payee’, certain Payment Methods, or ‘Delete payee’ – you don’t have the feature enabled – Speak with your Administrator to enable this
• If you are an ‘Approver’ you can use the Payee immediately
• If you are not an ‘Approver’ - Payee will appear as -
‘Changes Pending’ and cannot be used – until Approved
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Payee – Requires Approval if you are not an Approver8
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How do I make a tax payment using Pay Anyone?
1. Select the Make a payment button from the Overview screen
2. In the Choose existing payee field, select the
‘ATO Tax – Pay Anyone’ payee 3. Select from account
4. Enter a Payer name and description if required 5. Enter payment amount
6. Select the payment date 7. Click Continue
• For tax payments, you’ll need to confirm the EFT code or payment reference number provided to you by the Australian Taxation Office (e.g. in your PAYG Notice of Assessment) before you can process the payment
• Tax payments do not form part of your Daily Payment Limit
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How do I make an international payment to a new payee?
1. Select the Make a payment button from the Overview screen
2. Click Create a new payee
3. Select International as the Payment Method 4. Select the Payee Country
5. Enter the banking details, beneficiary details and payee information
6. Click Confirm
• Depending on the country selected there are different banking details to enter e.g. UK requires an IBAN, Hong Kong
requires SWIFT/BIC code and the US requires ABA Routing
• Once an international payee is created it can be accessed and transacted via Payees & BPAY billers
• Fees apply for International Payments
Note: Limits
• If the payment is being made in Australian Dollars – the limit for each approver is now $1,000,000
• [or] If the approver’s daily payment limit is under $1m, the lower limit will be imposed.
• [or] If the business daily limit of the network is lower than
$1m, the lower limit will be imposed.
• If the payment is being made in Foreign Currency (and involves a foreign currency exchange eg: AUD to USD) – the limit is $100,000 (AUD Equivalent) [PER TRANSACTION]
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How do I make a recurring payment?
1. Select the Make a payment button from the Overview screen
2. Enter the Pay to details (payee name and description (if required))
3. Select the From account
4. Enter a Payer name and description if required 5. Enter payment amount and start date
6. Select recurring payment as the Payment frequency
7. Select the frequency of the payment
8. Select when to end the recurring payment (this can be set as no end date)
9. Click Continue to review and submit the payment
• Recurring payments can be made daily, weekly,
fortnightly, every 3 weeks, monthly, every 2 months and quarterly. End dates can be a specified date, for a number of payments or have no end date
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How do I order a bank cheque online?
1. Select the Make a payment button from the Overview screen
2. Select the Bank Cheque tab, and choose an existing payee or create a new one
3. Enter the From account, description (if required) and Payer details
4. Enter the amount and date for the cheque 5. Enter the details to appear on the cheque
remittance advice - description (mandatory) invoice date & number, and remarks (optional) 6. Select Continue to review and submit the payment
• Bank cheques are sent to the address entered via Australia Post
• You can have these sent to yourself
• A fee of $5 applies – this is less than in branch
• Bank cheques submitted prior to 6pm Sydney time will be posted by 4.30pm the following business day.
• If you are not an Approver – the payee will need to be approved before it can be used
• Payee will appear as - ‘Changes Pending’ – until Approved by Approver
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How do I stop a cheque?
1. Hover over Services & preferences 2. Select Services
3. Click Stop an unpresented cheque 4. Complete the form
5. Click Send request
Note: An Administrator will need to provide access at a network and user level to utilise this feature
• A cheque may not be stopped if it’s been requested to clear on the same day
• A $12 fee will apply
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How do I make a BPAY payment?
1. Select the Make a payment button from the Overview screen
2. Select the BPAY tab, and choose an existing payee or create a new one
3. Enter the From account and description (if required)
4. Enter the amount and date
5. Select Continue to review and submit the payment
• BPAY payments can also be made as a recurring payment, using the payment frequency options
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How do I make a Same Day (RTGS) payment?
1. Select the Make a payment button from the Overview screen
2. Select the Pay Anyone tab, and choose an existing payee or create a new one
3. Tick the ‘Process this as a same day (RTGS) payment. A fee of $20 will apply’ checkbox
4. Select the ‘From account’ and enter a description (if required)
5. Enter the payment amount
6. Click Continue to review and submit the payment
• Payment must be created and fully approved before the 3pm (AEST) cut off time
• If payment attempted after this time then a message will appear advising you the deadline has passed
• If you are in your Personal Profile – you will need to contact Online Banking Help Desk – 1300 655 505 to have this feature activated for it to be available
• If you are in a Business Profile - the Administrator can activate this feature in User Administration > Select User > Update create payment permissions
• Fees apply for Same Day (RTGS) Payments
• You must have an active Security device
• There is a maximum daily limit for Same day – RTGS payments that a User can approve. This limit appears in the Same day – RTGS payments section in the Help centre.
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How do I make a multiple payment?
1. Hover over Payments menu 2. Select Multiple Payments
3. Select the Payment method e.g. Pay anyone 4. Select the account the payment will come from –
enter Your Description 5. Click Create
6. Select the Payees (use Add multiple to select multiple payees at once - you will then be prompted to add Description and Amount for each). Or add one at a time by typing name in Payee field (predictive text will show payees) 7. Select the date of the payment
8. Click Continue
• Multiple payments can be made for Pay anyone, funds transfer, BPAY, International and a combination of Pay Anyone and funds transfer
• You can change the Payer Name by clicking on the box and editing the text – the name needs to be less than 16 characters
• After step 5 your payment will be Saved to the Saved Payments list located in - Payments > Payments List
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How do I update the business daily limit?
1. Hover over Service & preferences 2. Select User administration
3. Click Business Daily Limit 4. Update Daily Limit
5. Scroll down the page and click Save
• The business daily limit can be set at a maximum of
$50 million
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How do I nominate a business billing account?
1. Hover over Service & preferences 2. Select User administration
3. Click More features
4. Select Contact and billing details 5. Select the billing account
6. Scroll down the page and click Save
• You can only have one nominated billing account for a business network
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How do I request access to a Third Party account?
1. Hover over Service & preferences 2. Select User administration
3. Click Accounts
4. Click Add a third party account
5. Complete the details, print the form and submit the form at a branch
• When linking an account to Westpac Live, we consider it a third party account if the business or person that opened Westpac Live is a different legal entity to the legal entity that owns the bank account.
• All account owners will need to sign the form
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How do I export detailed transaction history?
1. Hover over Overview
2. Select Exports and Reports 3. Click Export Transactions 4. Enter the criteria i.e. date range
5. Select the file format (the date format will default based on the file type selected)
6. Click Export
• Transactions can be exported in a variety of file formats i.e. CSV, QBO, OFX, QIF (standard, abbreviated, for Mac, abbreviated for Mac) The file type required will depend on the accounting software package you are using
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How do I export a list of accounts and groups?
1. Hover over Overview
2. Select Exports and Reports 3. Click Export Account Groups 4. Enter the criteria i.e. date range 5. Select the account/s
6. Click Export
• Accounts and groups can be exported as a .csv file only
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How do I export a list of Payees?
1. Hover over Overview
2. Select Exports and Reports 3. Click Export Payees
4. Select the Payee/s 5. Click Export
• Payee information can be exported as a csv file only
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How do I add a new User?
1. Hover over Service & preferences 2. Select User administration
3. Enter your security code e.g. SMS code and click Authorise
4. Click Add User
5. Complete the details for the User and click Continue i.e. Step 1: User Details, Step 2:
Account Access and Step 3: User Permissions 6. Click Add User
• If the User is an existing Westpac customer they will have immediate access to the profile.
• If the User is new to Westpac (and does not need to approve payments and payees) a temporary password is generated for Westpac Live and the User will have immediate view only access.
• If the User is new to Westpac (and they do need to approve payments) a temporary password is generated for Westpac Live and the new User will need to be identified at a Branch. The User will have view only access until then. A letter can be generated from Westpac Live, printed and given to the User to take to a Branch.
• If you would like to nominate this User as an
Administrator there will be an option to ‘Print Form’ after set up
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User Details Account Access User Permissions
