What do I do if my card is lost or stolen?
If you've lost your card or think it has been stolen, you can report it through Internet Banking under Card Management in the menu (you’ll find this under Services in Internet Banking). Complete the prompts, and choose if you’d like to replace your card. You’ll be able to access your new card using your digital wallet straight away, and your new physical card will arrive within 7-10 days. This feature to reorder a new card will soon be available in the App.
You can report your card as lost or stolen in the Mobile App under Card Management. You will need to contact us on 1800 075 078 to order a replacement card.
Alternatively, you can contact us to report your card as lost or stolen. Please call your nearest branch or our contact centre on 1800 075 078 during business hours. If you need to report your card lost or stolen outside business hours, please phone the Visa lost or stolen cards hotline on 1800 648 027 or (02) 8299 9101.
If your card is lost or stolen when you're overseas, please phone +612 8299 9101.
Please note that you will need to update your card control settings for your new card if you have customised your card controls in internet banking or the Mobile App.
I’ve misplaced my card, can I lock it until I find it again?
If you’ve misplaced your card but you’re not sure it’s completely lost, you can temporarily block your card using card controls in internet banking or the Mobile App. Once you locate it, you can unblock your card and it will be ready to use again.
Go to Card Management, select the icon for “Block” and confirm your temporary block.
While your card is temporarily blocked, you’ll still be able to use your digital wallet and any direct debits to your card number will still be processed to avoid any inconvenience to you.
If you have lost your card completely, you can report it lost and order a new card.
How do I activate my new card?
If you have ordered a card through Internet Banking or our Mobile App, your new card will arrive active and ready to use.
If you have ordered a new card in branch or when speaking with our Contact Centre, you will need to call 1800 075 078 to activate your card.
Can I block overseas transactions?
You can choose to block all types of international transactions, such as ATM withdrawals, Tap and Go (payWave) and in-store purchases using Card Controls in internet banking and the Mobile App.
If you’re travelling overseas, don’t forget to turn these back on if you plan on using your card for purchases or withdrawals during your travels.
You can also block international online purchases, to help protect you from fraud.
You can change these preferences any time with Card Controls. The changes will be effective almost immediately.
Can I turn off payWave?
We know not everyone likes the payWave feature, so you can switch it off using card controls.
Access card controls by logging into to internet banking or the Mobile App and going to Card Management > Card Controls.
Turn the toggles for Tap and Go to the off position.
You will need to insert your card to make payments using your card when payWave has been disabled in Card Controls.
How do I pay in apps and on the web?
Online merchants may offer different payment options.
You can input your card details into their secure portal to make a payment using your credit card or debit card. Don’t have your card on you? You can now access your card details securely under Card Management in Internet Banking and the Mobile App.
If you have linked your card to a digital wallet
If your online retailer offers Google Pay, select that option at checkout and follow the prompts to pay from your Google Pay app or linked card.
For Apple Pay, select that option at the checkout and complete the steps to pay via Apple Pay using your linked card.
Always make sure you’re buying from a reputable and trustworthy merchant.
Can I block online purchases from my card?
You can block both Australian and International online purchases using Card Controls in internet banking and the Mobile App.
This can be a useful tool to make sure your kids aren’t inadvertently spending funds on games, and blocking international online transactions can also be a useful tool to protect you from fraud.
Access card controls by logging into to Internet Banking or the Mobile App and going to Card Management > Card Controls.
How to find my transactions in Google Pay?
When you use Google Pay, the app keeps a record of transactions you can view later.
Just tap Menu 
> Activity.
View more details about Google Pay.
How do I view my card details in the app or internet banking?
If you want to do some online shopping but don’t have your card handy, you can view your card details securely through internet banking or the Mobile App.
Go to Card management, select the card you need and tap the icon for Card Details. Follow the prompts to display your card number, expiry data and CCV to complete your transaction.
Ensure you only access your card details when you are in a secure location.
Can I add my card to Samsung Pay?
How do I use card controls?
Login to internet banking or the Mobile App and go to Card management > Card Controls, and pick which card you’d like to manage.
If you’ve lost your card and want to place a temporary block:
- Click on the “block” button on your screen, and confirm you want to place a temporary lock. If you find your card later, you can unblock it in the same way.
If you’d like to report your card as lost or stolen:
- Click on the button for Lost or Stolen and follow the steps to report your card and reorder a new one. Please note that you will need to update your card control settings for your new physical card when it arrives if you have previous customised your card controls.
What are card controls?
Card controls are a feature available in internet banking or the Mobile App, giving you extra security on your credit and debit cards, by blocking certain types of card transactions.
You can block transactions in Australia and overseas:
- Tap and Go (Visa payWave)
- In-store purchases
- Online purchases
- ATM withdrawals
- Digital wallet purchases.
You can access card controls by logging into to internet banking or the Mobile App and going to Card Management > Card Controls.
How do I cancel my card online?
If you want to cancel your card and credit facility (i.e. close your credit card account), please follow these steps.
If you would like to cancel your card only, due to being lost or stolen, you can contact us via phone on 1800 075 078 or visit your local branch during business hours to report your card and arrange a replacement card.
You can also report your card as lost or stolen in internet banking or the Mobile App by going to Card Management and following the prompts. You can choose to order a replacement card and add it to your digital wallet straight away to continue using your account.
If you think you may have just misplaced your card, find out how to temporarily block your card.
Can I replace my current card with another card design?
Absolutely, pop into your local branch and they will arrange a replacement card for you, or phone our contact centre on 1800 075 078.
What is Verified by Visa?
If you're shopping online, you may come across Verified by Visa at certain merchants. Verified by Visa authenticates your identity at the point of the transaction, and is designed to make online shopping safer.
It guarantees to both the buyer and seller that it's a genuine transaction. All Visa cards are able to use the Verified by Visa service.