What to do if your card is lost or stolen
Manage your cards in Online Banking or in the Westpac App.
How do I report a lost or stolen Westpac business credit or debit card?
If there is a chance you’ll find your card, you can temporarily lock your card online for 15 days while you look for it.
Check which app you have:
New Westpac App
- Tap Cards from the bottom menu
- Under Security, tap Report lost or stolen
- Select the Card and the Reason then select Continue
- Tap Report lost card or Report Stolen Card to confirm.
Classic Westpac App
- Select Self serve from the bottom menu
- Under Card services select Report lost or stolen
- Select the Card and Reason then select Continue
- Tap Report lost card or Report Stolen Card to confirm.
What if I’m not registered for personal online banking?
You can call us to report your card lost or stolen (24 hours a day, 7 days a week):
- Altitude Business: 132 142; or if outside Australia +61 2 9155 7700
- Business Choice and Business Debit: 1300 650 107; or if outside Australia +61 2 9155 7700
You can also report the loss at any Westpac branch.
How long will it take to get another card?
We will mail a replacement card to you or send the card to a branch for you to collect. This will take 4 working days in metro areas and 6 working days in regional areas. Once you receive your new card, you will need to transfer any recurring payments to your new card details as the numbers will have changed.
Cards sent to an overseas address may take longer than 4-6 working days to arrive. If you would like your card sooner, you can call us to arrange a courier, but you may be charged an additional fee.
Westpac Fraud Money Back Guarantee
If any unauthorised transactions occur on your cards, Westpac Fraud Money Back Guarantee ensures you'll be reimbursed in full provided you've:
- Not contributed to the loss (and complied with the card's conditions of use)
- Contacted Westpac promptly.
What should I do if my wallet is lost or stolen?
A lost or stolen wallet can mean losing not only credit cards, but also a driver's licence. Some tips to consider should this happen include:
- Check the Lost Wallet Checklist (PDF 90KB) for a list of other Australia-wide financial institutions and their contact details for reporting lost cards
- Report the loss or theft to police (call 000 or Police Help line 131 444)
- Contacting your insurance company, locksmith, or mobile network provider (if keys or phone go missing too)