Getting help overseas

Reporting a lost or stolen card

Online Banking (for Altitude Business Card customers):

• Sign in to Westpac Online Banking
• Select Services from the Services & preferences menu
• Select Report lost or stolen cards from the Urgent services menu

By phone (for all business card customers):

• First, contact the Telstra Australia Direct® Reverse Charge access number for the country you're in to book a reverse charge call
• Then request the call be placed to +61 2 9155 7700 (24 hours a day, 7 days a week). Please note that calls made from mobile phones or hotel rooms may attract additional charges not covered by the reverse charge service
• You can also report a card lost or stolen via Online or Mobile Banking

Emergency card replacement and cash service

If your card is lost or stolen, take advantage of our Emergency Card Replacement service, where a temporary replacement card can usually be provided within 2 business days.

By advising us that your credit card is missing may protect you from liability for any subsequent misuse of your card.

You also have access to an emergency cash advance - subject to your available credit limit and your account being in good standing.

Mastercard^® and Visa may be able to help you with a temporary emergency replacement cards and Emergency cash advances. 

To access these emergency services through Mastercard, visit mastercard.com, select your country and click on 'Emergency Services'. If your card is Visa, visit visa.com, select your country and go to 'Visa Global Customer Assistance'. 

You will be asked for the details listed on your Westpac records, such as your:

• Name
• Address in Australia
• Phone number in Australia
• If you can't reach Mastercard or Visa, contact Westpac on a reverse charge call, by calling the Telstra Australia Direct® Reverse Charge access number for the country you're in to book a reverse charge call to +61 2 9155 7700 (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.

2 tips about an emergency replacement card:

• In most cases, Mastercard and Visa can issue you with a replacement card within 24 - 48 hours, although this depends on your location
• An emergency card can be used to make manual and swiping transactions at overseas merchants or a cash advance at an overseas bank, but can't be used to withdraw cash from an ATM. 

2 tips about an emergency cash advance:

• Emergency cash can be debited from your card within 24 - 48 hours
• The maximum amount is US$5,000 a day, as long as you stay within your credit limit and your credit card account is in good standing.