Lost or Stolen Card
Follow these simple steps to report your card as lost or stolen and request a new one.
Keep in mind
- If you’ve lost your card and there’s a chance you’ll find it, a temporary lock keeps your card secure while you look for it and saves the hassle of cancelling your card.
- However, if you have permanently lost your card, you and any other cardholder must report your card as lost or stolen through Westpac App or Online Banking.
- Cards held by other cardholders will be cancelled too.
- Use your Digital Card right away while you wait for your new card to arrive.
How to report your card as lost or stolen
In the Westpac App
- Log on to the Westpac app
- Search lost or stolen in the Smart Search bar and tap Report lost or stolen
- Choose the right card
- Confirm your address is correct and follow prompts to cancel your card and request a new one.
In Online Banking
- Log on to Online Banking then go to Service > Services
- Under Card services select Report lost or stolen cards
- Find the right card then click Continue
- Confirm your address is correct and follow prompts to cancel your card and request a new one.
What happens next?
How to identify if a transaction is fraud, a scam or dispute?
Learn if your transaction is a fraud, dispute or scam
You can learn if your transactions appearing on your card is a fraud, scams or dispute by heading to our security hub.
How to report frauds, scams and disputes
Know how to report suspicious behaviour, unusual activity, security threats and see how our partner websites can help you stay in the know.
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:
Frequently Asked Questions
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 Card2 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:
Learn how to report fraudulent transactions, alert us of suspicious 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.
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
- Have a valid email address registered with Westpac, or
- Be registered for Westpac Online Banking.
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.
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.
2. 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.