Keeping your contact information accurate is a standard part of maintaining your banking relationship. Whether you have recently moved or need to update your mailing address for physical correspondence, Westpac provides several channels to reflect these changes in your profile. Ensuring the bank holds your current address is important for security reasons, particularly for the delivery of new bank cards and important notices.
Most account holders find they can complete this update through digital platforms without needing to visit a branch. Once the change is processed in the system, it typically applies across your eligible accounts, though you may need to confirm specific settings if you hold specialized products or joint accounts.
Key account details
| Category | Details |
|---|---|
| Access Methods | Westpac App, Online Banking, In-branch, Phone |
| Processing Time | Changes typically update in the system within one business day |
| Eligibility | Primary account holders with registered online access |
| Key Requirements | Access to security codes (SMS or token), valid proof of identity if in-branch |
Update in the Westpac App
A customer can update his address, email, and phone number, for this he should:
- Log in to the mobile banking app.
- Click on Profile.
- Press on Settings.
- Tap Contact details.
- Enter the SMS code (if prompted) and authorise.
- Edit your details: tap Add address or Mobile.
- Fill in or change the data and tap Save.
You can also update your details from the Smart Search bar: type “Update contact details”, open the result, then review and save your address, email or phone.
Update in Online Banking (desktop)
- Sign in to Online Banking.
- Go to Services > Preferences > Personal details.
- Select Personal and Contact Details.
- Enter the SMS code sent to your registered mobile and select Authorise.
- Edit, add or delete your address, phone number or email, then Save.
Tips and alternatives
- If you’ve recently moved or changed number, update your details promptly to keep accounts secure and receive important notices.
- Some changes (e.g., name updates) may require extra verification; if needed, contact Westpac for assistance.
- You can also start via Smart Search in the app or use in-app chat/phone support if you need help.
Troubleshooting common issues
MFA or login issues
If you cannot receive the security code required to save your new address, your registered mobile number may be outdated. Try checking your profile settings to ensure your phone number is correct. If you cannot access the settings to change the number, call the customer service line to perform a manual update of your contact details.
Browser or app errors
Technical timeouts can occur if the banking session remains idle for too long or if the browser cache is corrupted. Clear your browser cookies or force-close the app to refresh your session. If the error continues, switching to a different device—such as moving from the mobile app to a desktop browser—often resolves the issue.
Locked account or ID access issues
Multiple failed login attempts can trigger a security lock on your account to prevent unauthorized access. If you are locked out, avoid repeated attempts, as this extends the restriction. You must contact the bank's support team to verify your identity and have the access lock removed.
Pro-Tip: Before updating your address, gather a recent utility bill or rental agreement that shows the new address. If the digital system prompts for additional verification or if you are forced to visit a branch, having this documentation ready will prevent unnecessary delays.
Frequently Asked Questions
Q: Why does my joint account not show the new address after I updated my profile?
In many cases, joint accounts have separate profiles for each account holder. While you have updated your individual contact profile, the other account holder may need to log in to their own banking portal to update their details separately. This ensures each person’s preferences and notifications remain aligned with their own contact information. Check with your co-account holder to see if they need to submit an update on their end.
Q: Can I update my address if I am currently overseas?
You can generally update your address through online banking while overseas, provided you have access to your registered mobile number for MFA codes. However, if your overseas move involves a permanent relocation, you may need to speak with a banker regarding potential changes to your account eligibility or tax residency status. Check your profile settings while logged in; if the option is unavailable, call the international support line to discuss your specific situation.
