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What to do if your card is lost or stolen

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


  • Online Banking (for Altitude Business cardholders):
    • Sign in to Westpac Online Banking
    • Select Services from the Services & preferences menu
    • Select Report lost or stolen cards from the Urgent services options
  • Or, you call our Cards Customer Service Call Centre (24 hours a day, 7 days a week):
    • Altitude Business: 132 142
      Or if outside Australia +61 3 6345 1058 (outside Australia)
    • BusinessChoice Rewards and Everyday: 1300 650 107 
      Or if outside Australia +61 2 9293 9270 (outside Australia)
  • Overseas - Call the Telstra Australia Direct® Reverse Charge access number for the country you’re in to book a reverse charge call to outside Autralia numbers above (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) (PDF 57KB) 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.