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Accessing your email remittances

This page details the steps on how to retrieve your email remittance, including commonly asked questions.

Step 1 - Receiving the remittance email

  1. When you are sent a remittance for a payment you will receive this as a secure download link. The email will look similar to the following example.

Remittance email example with the Westpac brand

  • If you are expecting a payment remittance from your payer and haven't received one, please contact the payer to enquire about your remittance.
  • If you cannot click the Open button in the email, please copy the provided link text into your browser.

Step 2 - Complete the Captcha test

  1. When you click the secure link it will take you to a secure Westpac hosted verification page.
  2. On this page you need to pass the Captcha test and then click 'Send Code' to continue.
  3. An email will then sent to you containing a one-time verification code.

Secure link verification screen example

Step 3 - Obtain one-time verification code

  1. You will receive an email containing the one-time verification code.
  2. This email will look similar to this example:

One-time verification code email example

If you do not receive a one-time verification code email, please perform the following checks:

  1. Wait a short period of time. Emails can take some time to be delivered depending on the sending and receiving gateways.
  2. Check your spam folder.
  3. If you have a dedicated Email Server Manager, check with them whether the email may have been blocked. It will have the subject "Your secure link verification code".

You can resend the code to your email if required by clicking the 'Resend it now' link from the secure browser.

If any of the above issues apply, resending the code will not guarantee that you will receive it.

Step 4 - Entering one-time verification code

  1. On this page you need to enter the one-time verification code that was emailed to you. It is recommended you copy and paste this code directly from the email to prevent entering the one-time verification code incorrectly.
  2. Once you have entered the code you will be taken to the download page.

One-time verification code entry screen example

Note

  • If you enter the one-time verification code incorrectly 10 or more times you may be temporarily blocked.
  • If you are temporarily blocked, please wait 2 hours for the block to be lifted and then proceed to click the email link contained in the original remittance email again.

Step 5 - Downloading the remittance

  1. Once the download has loaded, it should download in your browser automatically.
  2. If the download doesn't start or you wish to download it again, click the filename link on the page.
  3. It is recommended that you download, print and/or save the remittance in a folder that you can access again in the future. The link contained in the remittance email expires after 90 days from the date the remittance email was issued.

Remittance download screen example

Note: If you cannot find the downloaded file, please check your downloads folder.

Frequently asked questions

Q. Why did I not receive an email with a secure link for my payment?

A: There may be different reasons for why you have not received a remittance from your payer. For example: your payer has sent the remittance to a different email address or your payer has not processed the payment. If you are expecting a payment remittance from your payer and haven't received one, please contact the payer to enquire about your remittance.

Q. I successfully completed the Captcha challenge but why I haven't I received my one-time verification code?

A: If you do not receive a one-time verification code email, please perform the following checks:

  1. Wait a short period of time. Emails can take some time to be delivered depending on the sending and receiving gateways.
  2. Check your spam folder.
  3. If you have a dedicated Email Server Manager, check with them whether the email may have been blocked. It will have the subject "Your secure link verification code".

You can resend the code to your email if required by clicking the 'Resend it now' link from the secure browser.

If any of the above issues apply, resending the code will not guarantee that you will receive it.

Q. What do I do if I want these emails to go to a different email address?

A. If you wish to have the secure link emails delivered to a different address please contact your payer and ask them to change which address will receive remittance notifications.

Q. How can I get someone else to download this on my behalf?

A. As a recipient of the remittance email, you cannot forward the email to someone else as the secure link is tied to your email. If you wish for the remittance email to be sent to someone else, please notify your payer to update the email address for the recipient of the remittance.

Q. My secure link has expired, how do I get a new link?

A. Once the secure link expires, you will need to contact your payer to have the remittance reissued. It is recommended that you download, print, or save the remittance in a folder that you can access again in the future.

Q. I cannot click the open button in the email, how can I access my remittance?

A. There is a plain-text version of the link below the button, that you can copy and paste into your browser.

Q. I entered the one-time verification code incorrectly too many times and have been blocked. What do I do?

A. If you see the following screen it means that you have been temporarily blocked.

Please wait 2 hours for the block to be lifted automatically and then proceed to click the secure link contained in the email remittance again.

Copying and pasting the code directly from the email can help to prevent incorrectly entering the code.

An example of the blocked page you may see.

Disclaimer

The information contained in this publication is provided for learning purposes only and is subject to change. Revisions may be issued from time to time that encompass changes or additions to this module.

This is a guide only and it is not comprehensive. It does not impinge on or overrule any formal arrangement you may enter into with the Bank. The Bank and its officers shall not have any liability for any losses of any kind incurred in connection with any action, inaction or decision taken in reliance on the information herein or for any inaccuracies, errors or omissions. In this publication references to the "Bank" are to Westpac Banking Corporation ABN 33 007 457 141 and to any of its operating Divisions, including BankSA and St.George.