Confirmation of Payee is a digital security service designed to help you verify that the account details you enter match the name of the person or business you intend to pay. When you add a new payee or update existing payment details in digital banking, the system automatically runs a real-time check to compare the account name, BSB, and account number against the records held by the receiving bank.
This service provides an additional layer of protection to help you avoid "payment redirection" scams, where fraudsters attempt to trick you into sending money to an account they control. While the technology is a strong safeguard, it is meant to assist your own due diligence, not replace it. You should always ensure you trust the payee before authorizing any transaction.
| Category | Details |
|---|---|
| Methods | Westpac App, Online Banking (where available) |
| Processing Time | Real-time (occurs instantly when you select 'Check details') |
| Eligibility | Personal and business customers using digital banking platforms |
| Key Requirements | Accurate payee name, BSB, and account number |
Steps to Use Confirmation of Payee
1. Add or edit a payee: Log into your digital banking and navigate to the 'Pay & Transfer' section to add a new person or business, or edit an existing payee’s details.
2. Enter payment information: Input the legal name of the recipient, followed by their BSB and account number exactly as provided.
3. Select 'Check details': Before saving, you will see a 'Check details' button. Tap this to initiate the automated name-matching verification against the receiving bank’s records.
4. Review the result: The system will return one of several statuses, such as 'Match', 'Partial match', or 'Not a match'. This provides an immediate indicator of whether the details are correct.
5. Proceed with caution: If the result is 'Not a match' or 'Partial match', do not proceed unless you have verified the details directly with the payee via a trusted, known phone number.
Troubleshooting Common Access Issues
MFA or Login Issues
Cause: If you cannot access digital banking to initiate a payment, ensure your mobile device's date and time settings are set to 'Automatic' to prevent security code errors.
Fix: Restart your device and check that your Westpac Protect SMS code is being received; if not, call 132 032 to verify your contact information.
Fallback: If you cannot resolve authentication issues, visit your nearest branch, where staff can confirm your identity and assist with your payment needs.
Browser or App Errors
Cause: An outdated version of the Westpac mobile app or a cached web browser session can cause the 'Check details' feature to fail or hang indefinitely.
Fix: Update your app via the App Store or Google Play, or clear your browser's cookies and cache before trying the request again.
Fallback: Use an alternative web browser (e.g., Chrome, Safari, or Edge) on a different device to rule out local software conflicts.
Locked Account or ID Access Issues
Cause: Entering an incorrect password repeatedly while trying to access payment features will trigger a temporary security lockout of your digital profile.
Fix: Wait for the standard security lockout period to expire (usually a few hours) before attempting to log in again with the correct credentials.
Fallback: If the situation is urgent, contact the bank's support line so a representative can verify your identity and assist in restoring your digital access.
Pro-Tip: Even if the bank returns a 'Match' result, always treat unexpected requests to change payment details with suspicion. If a regular payee sends you an email claiming they have changed their bank account number, always call them on a number you have used previously—not a number found in the email—to verify the change before you update your payee details.
Frequently Asked Questions
What should I do if I get a 'Partial match' result?
A 'Partial match' means the name you entered is similar to, but not exactly the same as, the name registered to that bank account. This often happens due to simple typos, the use of a nickname instead of a legal name, or a shortened business name. Your next step should be to go back and check your information against the official invoice or request. Do not just save the details unless you are 100% certain that the person you are paying is using a shorter version of their name.
What does 'Not a match' mean?
'Not a match' means the name you entered does not match the account holder registered at the receiving bank. This is a significant warning sign. While it can occur if a business uses a different trading name than their legal entity name, it is also a hallmark of scam attempts where a fraudster provides a fake account name for a legitimate-looking number. To stay safe, stop the payment immediately and contact the payee using a trusted contact method (such as their verified website or a known phone number) to confirm their correct account details.
