Lost or stolen cards

If your card is lost or stolen you'll need to get in touch with us as soon as possible.

Report your lost or stolen card in internet banking

You can report your card as being lost or stolen in internet banking or the Mobile App by following the steps below, which will immediately cancel your card. You can then reorder a replacement card straight away and add it to your digital wallet, so you can continue to access your account. Your physical card will arrive in the mail within 7-10 days.

Report your card as lost or stolen to us

If you'd prefer to speak to someone, you can call us or visit your nearest branch to report your card as lost or stolen. We can then cancel your card immediately. Once your card is cancelled, we'll need to order you a replacement card. 

To order your replacement card you'll need to call us or visit your local branch during business hours (particularly if you report your card outside of business hours by calling the after hours line). It's important to note that we don't automatically replace your card without hearing from you, as we need to follow a few security checks and confirm your postal address.

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If your card is lost or stolen within Australia

Cancel your card online

You can report your card as lost or stolen 24 hours a day, seven days a week, via Internet Banking or the Mobile Banking App.

  • Mobile Banking App

Login to the Mobile App and go to 'Card management' in the left-hand menu. Click on the card you wish to cancel, select 'Lost or stolen' and follow the prompts to cancel your card.

  • Internet Banking

Visit Internet Banking and login, go to 'Services > Card management' in the top menu banner and follow the prompts to cancel your card.

  • How to order your replacement card

If you've reported your card as lost or stolen in Internet Banking or the Mobile App, you'll be able to order a replacement card immediately, and will be able to add your new replacement card to your digital wallet to start using straight away.

Your new physical card will arrive within 10 working days. Your card will be active and ready to use.

Report your card as lost or stolen in person

You can report your card as lost or stolen by visiting your nearest branch during business hours. Your Personal Banking Consultant at the same time can confirm your postal address and order you a replacement card.

Find your nearest branch and check their trading hours

Report your card as lost or stolen over the phone

You can call our Contact Centre on 1800 075 078 to report your card as lost or stolen. Our Contact Centre at the same time can confirm your postal address and order you a replacement card.

Our Contact Centre are open from 8:00am - 5:30pm (Monday, Tuesday, Wednesday and Friday), 9:00am - 5:00pm (Thursday), and 8:30am - 2:30pm (Saturday).

Outside of business hours, please call 1800 648 027 or +61 8299 9101 (overseas).

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If your card is lost or stolen when you're overseas

You'll need to call our third party card and banking security service who assists us with monitoring your card's transactions and status 24 hours a day, seven days a week. You can call them on +612 8299 9101.

If we need to arrange a replacement card while you're overseas you'll need to call our Contact Centre on +61 7 4412 3526 during our business hours to arrange this for you.

Our Contact Centre are open from 8:00am - 5:30pm (Monday, Tuesday, Wednesday and Friday), 9:00am - 5:00pm (Thursday), and 8:30am - 2:30pm (Saturday).

We monitor your card 24 hours a day, seven days a week for suspicious activity

We care about your card/s security. We monitor your transactions to protect you against fraud on your account. If your card is used in an unexpected location, we may put a temporary block on access to your account until we can contact you to confirm the transaction is deliberate. Please follow the steps above if you think your card has been lost or stolen. To unblock your card, please call our Contact Centre on 1800 075 078 or visit your local branch during business hours.

If you've misplaced your card

If you're not sure that your card is lost or stolen yet, you can place a temporary block on your card while you look for it. Login to internet banking or the Mobile App, go to Card Management and select the button for "Block". Your physical card won't be able to be used while it has been blocked. You will still be able to use your digital wallet.

Once you find the card, you can unblock it and use as normal. If you don't find your card, follow the steps above to report your card as lost or stolen.

Cancelling a card

We’re sorry you are thinking about leaving!

Please note: If you would just like to cancel your card and keep your credit card facility account open, then please follow the lost or stolen card steps or "order a replacement card" steps outlined.

Otherwise following the steps below will close your credit card facility. By proceeding you are canceling your credit limit and card.

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Cancel your Visa Credit Facility and Card

Mobile Banking App

Login to the app, go to 'Card management' in the left-hand side menu, click on the card you wish to cancel, select ‘Cancel Visa Credit Card’ and follow the prompts to close your credit card facility.


Internet Banking

Visit Internet Banking and login, go to 'Services > Card management' in the top menu banner and select, select ‘Cancel Visa Credit Facility and Card’. This action cannot be undone. Please allow 3 business days for your cancellation request to be processed.


How to order your replacement card

If you just looking for a replacement card, you'll need to contact us via phone on 1800 075 078 or visit your local branch during business hours to arrange a replacement card.


Your new card will arrive within 10 working days. Once your new card arrives, you and any additional cardholders will need to activate it the new card and establish a new PIN. This can be completed via Internet Banking or the Mobile Banking App.


Cancel your Visa credit facility and card

You can cancel your Visa credit facility and card by visiting your nearest branch during business hours. If it’s only a replacement card you are requesting, our friendly team will confirm your postal address and order a replacement card.

Cancel your Visa credit facility and card over the phone

You can call our Contact Centre on 1800 075 078 to cancel your Visa credit facility and card. If it’s only a replacement card you are requesting, our friendly team will confirm your postal address and order your replacement card.

Our Contact Centre is open from 8:00am - 5:30pm (Monday, Tuesday, Wednesday and Friday), 9:00am - 5:00pm (Thursday), and 8:30am - 2:30pm (Saturday).