FAQs

What do I do if my card is lost or stolen?

Please report a lost or stolen card immediately so that we can stop all transactions on your account.

Place a temporary block on your card

If you'd like more time to search for your card, call 1300 651 089 and we can place a temporary block on your cards for 15 days. If you don’t cancel within the 15 days, the temporary block will be removed.

 

How to cancel a lost or stolen card

  • Online Banking:
    1. Sign in to Westpac Online Banking
    2. Select Services from the Services & preferences menu
    3. Select Report lost or stolen cards from the Urgent services options
  • Mobile Banking
    1. Sign in to Westpac Mobile Banking
    2. Go to the Menu and select Security
    3. Select Report lost/stolen card
  • Australia -  Call us 1300 651 089 (24 hours a day, 7 days a week). For Black cards please call 1300 651 999.
  • Overseas - Call the Telstra Australia Direct® Reverse Charge access number for the country you’re in to book a reverse charge call to +61 2 9293 9270 (24 hours a day, 7 days a week). Please note that calls made from mobile phones, public telephones or hotel rooms may attract additional charges, not covered by the reverse charge service.
  • 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 it 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. A courier cost of $40 will be charged to your card for overseas delivery.

Westpac Fraud Money Back Guarantee

Should 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 to do if your wallet is lost or stolen

A lost or stolen wallet or handbag can mean losing not only credit cards, but a driver's licence, mobile phone, plus car or house keys. Some tips to consider should this happen include:

  • Check the Lost Wallet Checklist (PDF 54kb) for a list of other Australia-wide financial institutions and their contact details for reporting lost cards
  • Reporting 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)
  • Access cash without your debit card at any Westpac ATM. Just call 132 032 and ask for Emergency Cash.

Accessing money overseas

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Branch opening hours

All branches are open:

  • 9.30am - 4pm, Mon-Thurs
  • 9.30-5pm, Fridays

Some branches now open weekends.

Find your nearest branch details and ATM locations.

 

Contact us

  • Technical issues or site access:
    Call 1300 655 505
    (8am - 8pm, 7 days a week)
  • Help with accounts and daily banking needs:
    Call 132 032
    (8am - 8pm, 7 days a week)
  • Help with business banking needs:
    Call 132 142
    (8am - 8pm, 7 days a week)