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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

  • A temporary lock keeps your card secure while you look for it. This saves the hassle of cancelling your card when there's a chance you'll find it.
  • If you've permanently lost your card, you and any other cardholder must report your card as lost or stolen. This can be done through Westpac App or Online Banking.
  • Your current card and any linked cards (such as PartPay, or Additional Card) will be cancelled. We’ll provide a new Digital Card for you to use while you wait for your new card to arrive.
  • If you’re in Australia, your new card will arrive within 10 business days. If there are any other card holders, we’ll send their cards to their chosen address.

How to report your card as lost or stolen

In the Westpac App

Make sure you update to the latest version of the app. 

    • Search lost or stolen and tap Report lost or stolen
    • Select the right card
    • Confirm your address is correct, then follow the instructions to cancel your card and request a new one.

    In Online Banking

    • Go to Service > Services 
    • Under Card services select Report lost or stolen cards
    • Select the right card then Continue
    • Confirm your address is correct, then follow the instructions to cancel your card and request a new one.

    What happens next?

    Activate your card

    When your new card arrives, you can activate it in the Westpac App or Online Banking.


     

    Activate card

    Update your recurring payments

    Since your card number will have changed, you'll need to contact any merchants taking recurring payments from your card so you can update your card details.


     

    Other useful resources

    Security hub

    We provide tips and information to help protect your account from scammers and fraudulent activities.

    • Learn how we’re protecting you 24/7
    • Explore different scam tactics and how to avoid them
    Explore the security hub

    Report suspicious behaviour

    If you don’t recognise a transaction, let us know so we can provide support.

    • You can report unknown transactions directly from the Westpac App
    • Learn the different between a dispute, fraud and scam
    Get in touch

    Scam specialist

    If you’ve been the target of a scam, report it to us. Once you receive a case reference number, you can request an update on the investigation from our scam specialist.


     

    Speak with a scam specialist

    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

    How long will it take for my new card to arrive?

    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 Card1 or mobile wallet to shop online and pay bills.

    A lost or stolen wallet can mean more than just lost credit cards. There’s your driver’s licence, mobile phone, car or house keys to consider:

    • Report the loss or theft to police on 000 or the Police Help Line 131 444 
    • Contact your insurance company, locksmith and mobile network provider (where applicable)

    Learn how to report fraudulent transactions, alert us of unusual activities or dispute a transaction.

    You can update your address, mobile phone number or email address in the Westpac App or Online Banking. Find out how

    You can place a 15-day lock on your personal credit or Mastercard® debit card. This way, you can continue to look for your card.

     

    Temporarily Lock Card

    Card delivery tracking is only available for lost, stolen or damaged personal credit cards with delivery to an Australian address (including PO Box). To obtain your delivery tracking number you must

    Delivery tracking is offered via Australia Post.

    We will send your Australia Post tracking number to your registered email address (and via Secure Message in the Westpac App and Online Banking) as soon as your replacement card is on its way.

    To track your delivery and get an expected delivery date, go to the Track an item section on the Australia Post website and enter your tracking number.

    Please allow 24-48 hours for tracking details to be activated. Once your card has been dispatched with Australia Post and a tracking number issued, all delivery enquiries should be directed to Australia Post

    If you have not received your delivery tracking details, please check

    • You have a valid email address registered with Westpac
    • You have selected an Australian card delivery address

    Card delivery tracking details can also be obtained via Secure Message in the Westpac App and Online Banking.

    Delivery of your new card is completed by Australia Post. Once your card has been dispatched with Australia Post and a tracking number issued, all delivery enquiries should be directed to Australia Post. Westpac is unable to provide any additional information other than what can be found using the Track an item section on the Australia Post website.

    Need help?

    Get instant help from our virtual assistant 24/7

    Chat with us

    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.

    1. 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.

    iPhone, iPad, iPod touch and Apple Watch 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.