FAQs

If you are acting on behalf of someone under your care:
 

• Assist them in transitioning to the new Westpac Debit Mastercard®.
• Update any payments linked to their Handycard number with the new card details.
• No action is needed for payments set up using their BSB and account number.

When switching from a Handycard, the existing Daily Spend Limit will carry over, but be split evenly between cash withdrawals (e.g., from ATMs), and purchases (in-store, online, or over the phone). 

For example, a daily limit of AUD$200, becomes AUD$100 for cash withdrawals and AUD$100 for purchases. If you are supporting some to manage their account, you can update their Debit Mastercard daily transaction limit (tapping/inserting, online payments) and cash withdrawal limit (ATM, EFTPOS cash out, Bank@Post) in Online Banking or the Westpac App. The new Westpac Debit Mastercard also provides the ability to set gambling blocks. 

The new Westpac Debit Mastercard® will arrive by mail within 30-45 days of the initial notification. Ensure contact details including address, phone number, and email are correct so you can receive any important updates. If the card hasn’t arrived call us on 1300 131 331. 

You’ll receive a series of alerts via email to let you know that the new card is on the way. 

The new Westpac Debit Mastercard® and related communications will be sent to the card mailing address on file. All communications regarding this transition will be sent to this address. A digital card may appear in the Westpac App before the physical card arrives in the mail.

To make sure your new Westpac Debit Mastercard® and relevant communications are sent to the correct address, update your address, phone number, and email by the date specified in the initial email or letter we sent to you.

Ways to update:

1. Log in to Westpac Online Banking 
2. Use the Westpac App
3. Call us on 131 142
4. Contact your usual Westpac representative. 

If the individual under your care already has a Westpac Debit Mastercard®, their Westpac Debit Mastercard® will continue to function as usual. No new card will be issued, and we will send communications about the closure of their Handycard. The default daily limit on the Westpac Debit Mastercard®, may be subject to change. 

If the card is lost and there’s a chance it may be found, a temporary lock keeps the card secure until found. If the card can’t be found or if it’s stolen, then you must report your card as lost or stolen through the Westpac App, Westpac Online Banking or by calling us on 1300 131 331.

In the Westpac App

1. Search lost or stolen in the Smart Search bar and select Report lost or stolen.
2. Select the card.
3. Confirm the address is correct and follow prompts to cancel the card and request a new one.

In Westpac Online Banking

1. Navigate to Service > Services.
2. Under Card services select Report lost or stolen cards.
3. Find the right card then select Continue.
4. Confirm the address is correct and follow prompts to cancel the card and request a new one.

If the individual under your care should not have access to the physical card, update the card mailing contact details. All future communications and the new Westpac Debit Mastercard® will be sent to the registered card mailing address we have on file. You can update the contact details in Westpac Online Banking or in the Westpac App, or by calling us on 1300 131 331, or by reaching out to your established Westpac representative.

You can’t block online purchases specifically, but you can control the overall spending, including online transactions, by setting a Daily Spend Limit.

If you feel the Westpac Debit Mastercard® is not a suitable product for the person you are supporting, you can call us to discuss alternative ways they can access their account.