Updating your card security
Updating your personal identification number (PIN) is a standard measure to maintain the security of your debit or credit card. Whether you have forgotten your existing PIN or simply prefer to choose a new one that is more memorable, Westpac provides several digital and physical methods to complete the change.
Most customers find that the mobile app or online banking portal provides the most convenient route, as these platforms allow you to manage your card settings without needing to visit a branch. However, if you are currently using your card and have your old PIN, using an ATM is also a reliable option for making a change.
Account access at a glance
| Category | Details |
|---|---|
| Access methods | Westpac Mobile App, Online Banking, ATM |
| Processing time | Changes are typically active immediately |
| Eligibility | Existing cardholders with access to banking services |
| Key requirements | Active Westpac card and login credentials |
To change your card PIN online, a customer of Westpac Bank should:
- For mobiles: select Set or change card PIN
- In Internet banking: choose Service - Services - Card services, press Set or change PIN
- For tablets: click Self-service - Account Services; press Set or change PIN
Troubleshooting common issues
If you encounter difficulties during the process, these steps can help you navigate common obstacles.
- MFA or Login issues: If you cannot log in to your banking to access the PIN change feature, check your internet connection or try resetting your password via the login screen. If you remain locked out, call the telephone banking line to verify your identity and have your access restored.
- Browser or App errors: If the screen hangs or shows a generic error after entering your new PIN, try clearing your browser cache or updating your mobile app to the latest version. If the issue persists, wait for a short period before trying again, as technical outages are occasionally temporary.
- Locked account or access: If your card or app access is locked due to incorrect PIN attempts, the security system has restricted your access to prevent potential fraud. Do not attempt further entries. Contact Westpac support immediately to discuss lifting the security block on your card.
Pro-Tip: Before you change your PIN, ensure you have your new number ready so you are not left guessing or using common patterns like "1234" or repeating digits. These patterns are flagged by security systems and are easily guessed by others. Choosing a unique, non-obvious sequence improves the safety of your card usage.
Frequently Asked Questions
What should I do if I have forgotten my current PIN entirely?
If you have forgotten your PIN, you generally cannot change it to a new one through the standard "change" function, as that usually requires you to verify the old one first. In this scenario, you will typically need to order a new card or reset your PIN through the "Forgot PIN" option in your banking app, which may trigger a mail-out of a new PIN or a prompt to visit a branch for verification. Your next step is to select the "Forgot PIN" option in the card management section of the app to see the available recovery path for your specific card type.
Can I change my PIN at any ATM?
You can typically change your PIN at most Westpac Group ATMs, provided you know your current PIN. However, if you are at a third-party ATM (non-Westpac), the function to change a PIN may not be supported. If you attempt this at a non-supported ATM and it fails, do not continue to guess, as this may lock your card. Your next step is to locate a Westpac-branded ATM or use the mobile app method to avoid card locking issues.
