Need help? Message us 24/7 in online banking or the app

If you need a hand with your banking, or just have a question, you can ask us 24/7– we’re here to chat whenever it’s convenient for you.

Why message us?

If you prefer not to call, you can chat to us online. We’re ready to help and are dedicated to finding you a solution the first time you contact us.

Jump the queue

Fast track security questions and get connected to a team member.

No waiting around

If we can't reply to you straight away, your response will be waiting for you when you log back in.

View chat history

You can access your recent messaging history, so you can keep the info on hand.

Secure and private

You can only chat to us after you've logged in, so your conversation stays between us.

How does it work?

In the Bankwest App

  1. Go to your 'Home' or 'More' screens​
  2. Click 'Contact us'​
  3. Tap 'Message us' to start the conversation

​Enable notifications in the top right-hand corner of the message screen, so you can keep going about your day while we get back to you​.

Using your desktop

  1. Log in to Bankwest Online Banking
  2. Hit 'Message us now' in the top right corner (heads up – you'll find it on any page except for the one you see after you log in)
  3. Send us a message – if you don't get an immediate reply, it'll be waiting for you when you log in next.

Frequently asked questions

Making it work for you

1

Is there anything I can't get help with through messaging?

We'll be able to help you with most of your personal banking enquiries, but there are a couple of things we'll only be able to help you out with over the phone. These include:

  • Refinancing your home loan
  • Updating your mobile number
  • Increasing your credit card limit.

For security reasons, we won't be able to tell you your PAN, but we can tell you where to find it.

2

Why should I message you instead of calling?

Messaging us is more convenient – you won't have to worry about phone queues, so you can still get on with your day if we don't respond instantly. Plus, you can skip the security questions because you've already logged in securely.

3

How do I turn on notifications for messages in the app?

When you've got the chat open, just go to the menu on the top right-hand side and tap 'Turn on push notifications'. We'll also remind you during the conversation.

4

Can I message you over the weekend?

Yes. We're here 24/7, whenever you need us.

5

Why can’t I see the option to message you?

If you're using the app, it might be because you're using an old app version. Make sure you update to the latest version.

If you're using online banking, it might be because you're on the 'Accounts' screen (the first page you see when you log in). You'll need to navigate to another page to find it.

6

Why can't I see my reply?

If you've sent a message and can't see any response, it could be because you're using an old version of the app. Try updating to the latest version and checking again.

All your banking, in your back pocket

Messaging us isn’t the only handy feature in our app. From setting up cardless payments and locking your card to opening new accounts, it makes banking secure and convenient.

Terms of Use apply to the Bankwest App.

Terms of Use apply to the use of Apple Pay. Apple, the Apple logo, Apple Pay, iPhone and the App Store are trademarks of Apple Inc., registered in the U.S. and other countries.

Terms of Use apply to the use of Google Pay. Android, Google Pay, Google Play and the Google Play logo are trademarks of Google LLC.​