Lost or Stolen Card

Follow these simple steps to report your card as lost or stolen and request a new one.
Temporarily Lock Card Permanently Cancel Card

Keep in mind

  • If you’ve lost your card and there’s a chance you’ll find it, a temporary lock keeps your card secure while you look for it and saves the hassle of cancelling your card.
  • However, if you have permanently lost your card, you and any other cardholder must report your card as lost or stolen through Westpac App or Online Banking.
  • Cards held by other cardholders will be cancelled too.
  • Use your Digital Card right away while you wait for your new card to arrive.

How to report your card as lost or stolen

In the Westpac App

  • Log on to the Westpac app
  • Search lost or stolen in the Smart Search bar and tap Report lost or stolen
  • Choose the right card
  • Confirm your address is correct and follow prompts to cancel your card and request a new one.

In Online Banking

  • Log on to Online Banking then go to Service > Services 
  • Under Card services select Report lost or stolen cards
  • Find the right card then click Continue
  • Confirm your address is correct and follow prompts to cancel your card and request a new one.

What happens next?

Use your Digital Card

Your current card including any linked cards (such as a PartPay or Additional Card) will be cancelled and we’ll provide a new Digital Card for you to use right away while you wait for a new card to arrive.

Digital card

Allow 10 working days for your card to arrive

If you are in Australia, your new card will arrive within 10 working days. Your new card will be sent to your chosen address. If there are any other card holders, we’ll send their cards to their chosen address as well.

We’ll email your Australia Post tracking details as soon as your new card is on the way. Card tracking is only available for personal credit cards and delivery to an Australian address (including PO Box).

Update your recurring payments

Since your card number will have changed, you'll need to update any merchants taking recurring payments from your card. We recommend contacting each merchant and checking with them.


 

Activate your card

Once you receive your new card,  activate it via the  Westpac App


 

Activate card

How to identify if a transaction is fraud, a scam or dispute?

Learn if your transaction is a fraud, dispute or scam

You can learn if your transactions appearing on your card is a fraud, scams or dispute by heading to our security hub.

How to report frauds, scams and disputes

Know how to report suspicious behaviour, unusual activity, security threats and see how our partner websites can help you stay in the know.

Other ways to access your funds

If you need immediate access to your funds while waiting for your card to arrive, there are options available to you:

Use your Digital Card

It's a digital version of your card, but instantly available 24/7 in the Westpac App. You can use your digital card to access your money as you're waiting for your new card to arrive. 

Digital card

Pay with your phone

To shop online or instore with your phone, add your Digital Card to your mobile wallet

Permanently Block Card

Frequently Asked Questions

If you are in Australia, your new card will arrive within 10 working days.

We’ll send you a push notification via your Westpac App when your new card is on the way. If you haven’t already, enable push notifications in your Westpac App by going to profile -> settings -> notifications and marketing -> then follow instructions.

In the meantime, you can use your Digital Card2 or mobile wallet to shop online and pay bills.

Need help?

Get instant help from our virtual assistant 24/7

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Download the Westpac App

Securely access your accounts with features and services to make banking on the go easier, safer and more convenient.

Enable push notifications

Get helpful reminders like credit card repayment, credit card dispatched and security notifications when there are changes to your accounts.

Activate push
Things you should know

Cards to which a temporary lock can be applied will be listed when you sign in to Mobile Banking or Online Banking and visit Lock a card temporarily under Cards services.


Debit Mastercard®: Westpac Choice Youth account, the eligible card age is 8. For any other transaction account, the eligible card age is 14. You must have an Australian residential address.

 

2. The Digital Card is only available on the Westpac Mobile Banking app and supported with the latest version of Westpac Mobile Banking. The terms and conditions applicable to your product also apply to the use of your digital card. Online Banking Terms & Conditions also apply. You may not always be able to access your digital card.


The iPhone and Android Mobile Banking applications are only available for use by Westpac Australia customers.


Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.


Android, Google Play and the Google Play logo are trademarks of Google LLC.

 

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.