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Find out how to report a lost or stolen card or ways to order replacement cards if yours is damaged or due to expire.
If you are the primary credit card holder, please call 1300 796 844 and follow the prompts to activate your credit card. You will be asked to enter your full 16 digit card number and date of birth in the DDMMYYYY format.
To activate your Debit MasterCard, please call 1300 654 918 and follow the prompts. You will be asked to enter your full 16 digit card number and your date of birth in the DDMMYYYY format.
To report a card that has been lost or stolen please call us at as soon as possible on 13 17 19 or pop into your nearest store.
If you are unsure about the location of your card but don’t want to have it cancelled permanently, please call 13 17 19 and ask us to place a temporary hold on your card while you continue looking.
Once you are certain the card is lost, simply call us back and have the card cancelled permanently, or if you find the card, call us to have the temporary hold removed.
| Credit cards | Once it’s been reported lost or stolen, we will reorder you a new credit card and PIN. For credit cards, the card will arrive first. Please allow three to five working days for it to arrive. Your PIN will arrive next - three to five working days after your card. We send them at different times for security reasons. |
| Debit cards | If it’s a debit card you have reported lost or stolen, we will order you a new card and PIN. For debit cards, PINs arrive first and it’ll be three to four working days for that to arrive. The new card will arrive two to four working days after this. We send the PIN and card at different times for security reasons. If you do not receive your card or PIN within these timeframes please let us know by visiting your local store or calling us on 13 17 19 |
Unfortunately not, as once you card has been reported lost or stolen it cannot be reactivated. This is because we cancel the card and reissue a new one right away.
SMS code is our strongest level of security as it requires you to have "something you know" (your SMS code)" plus "something you have" (your mobile phone) to complete certain transactions. This makes it harder for somebody else to try and make any payments using your account details.
If you shop online using your Bankwest debit or credit card, then you’ll get extra security with SMS code at sites that display the MasterCard SecureCode or Verified by Visa logos. You’ll only need to enter an SMS code for purchases above a certain dollar amount.
If an SMS code is required, then you’ll next see the screen below once you have entered your credit card details. All you need to do is click SMS me now and we’ll send an SMS code via text to your mobile. Grab the 6 digit code in the text and retype this in the enter SMS code box and click submit.
As long as we have your Australian mobile number, then you will be automatically registered for SMS code as soon as you activate a new MasterCard debit or credit card. You’ll receive a welcome text message to confirm you are registered.
If you’re an existing card customer and we have a valid, Australian mobile on record then you don’t need to lift a finger. We’ll automatically register you for SMS code so you can access better security when you shop online.
To update your mobile number, please call us on
13 17 19
If you are not receiving your SMS code, please check that your mobile phone is switched on, that your SMS inbox is not full and that you have reception. Check with your mobile provider if there's an issue with your mobile phone.
If you continue to experience difficulties please call us on
13 17 19
to complete your purchase.
Yes. If you’re not registered for SMS code then your online shopping experience will not change and you will still be protected by our No Loss Security Guarantee
If a stronger, identity check is required, then everyone will see the screen below once the credit card details have been entered. They just need to select their name from the cardholder list and click next.
If we have an Australian mobile number recorded for any cardholder then they will be automatically registered for SMS code. They will be asked to enter an SMS code on the next screen. If they aren’t registered for SMS code then they will still be able to complete their purchase.
If you're registered for SMS code and having trouble receiving SMS codes, then please contact us on 13 17 19 to discuss your options. We'll ensure you can continue to shop online without any hiccups.
If you don't have roaming enabled or if you don't plan on taking your mobile with you, please call us on 13 17 19 prior to departing to make temporary arrangements whilst overseas.
If you're being prompted to enter an SMS code but you don't have your mobile phone handy, please call us on 13 17 19 to help with your online purchase.
We will reissue your PIN in a sealed envelope, so please call us on 13 17 19 to arrange it.
For security reasons, we do not keep a record of your PIN on our system so we therefore can't tell you what your PIN is over the phone.
Yes, you can change your PIN at selected Bankwest ATMs. Not all ATMS have this functionality but you can check which ones do by searching for a nearby ATM and looking for the phrase Self Select PIN once the ATM locations have been displayed.
Debit cards and credit cards displaying the MasterCard® logo can be used overseas. Cards which do not display the MasterCard® logo are for use within Australia only.
| Credit cards | Our range of credit cards can be used in over 33 million locations worldwide (wherever you see the MasterCard® logo) providing you with a hassle-free way for making purchases and accessing money when travelling overseas. Plus, with any Bankwest Platinum MasterCard we will waive your foreign exchange fees giving you dollars back in your pocket to spend on your holiday! Using your PIN, you can also use your card to make cash withdrawals of up to $1,000 per day ($1,500 per day for Platinum cardholders) from any ATM in Australia, and over 1 million ATMs worldwide that display the MasterCard® logo. All cash will be in the local currency. Just remember, cash advances may attract a higher interest rate than purchases. |
| Debit MasterCards | Our range of Debit MasterCards can be used in over 33 million locations worldwide (wherever you see the MasterCard® logo) creating an easy and hassle-free way for making payments and accessing money when travelling overseas. You do have ATM access to the cash in your everyday transaction account with a Debit MasterCard while overseas. To make a cash withdrawal from your everyday transaction account while overseas, simply enter your PIN and select ‘credit’ when prompted. You can make cash withdrawals of up to $1,000 per day at over 1 million ATMs worldwide that display the MasterCard logo. All cash will be in the local currency. Cash withdrawals overseas may incur fees and charges More information is available on the Debit MasterCard access page. |
| Credit Cards | Overseas transactions do incur additional charges. For more information on what fees will apply simply
select your credit card
and select the Rates & Fees tab. Please note the foreign exchange fee is waived for Platinum credit cardholders. |
| Debit cards | You will be charged an Overseas ATM Access Fee of $5.00 and Foreign Transaction Fee 2.95% of the transaction amount for each transaction occurring outside Australia. (whether in foreign currency or Australian dollars) |
If you lose your MasterCard® overseas you can contact MasterCard® International by dialling the international dialling code relevant to the country in which you are currently located, plus +1 636 722 7111. MasterCard will work with us to ensure you have access to a replacement card or cash for the rest of your trip.
On some occasions devices that you swipe or insert your card into may have a fault at their end or simply may not read your card. If you continue to experience problems, please visit your local store or call us on 13 17 19 so that we can arrange to have a replacement card ordered for you.
If your card is damaged you can order a replacement card by visiting your local store or calling us on 13 17 19
The timeframe for reissuing an expiring card will depend on the type of card you have.
If you have a Debit MasterCard® or a regular debit card your new card will be issued 30 days before your old one expires.
If you have a credit card and it’s due to expire, your new one will be issued during the last week of the month before your old card expires. For example, if your card expires in March 2012 (03/12) then your new card will be issued during the last week of February.
We can organise a new card for you before you leave. Please visit your local store or call us on 13 17 19 . If you know your card is due to expire around the same time as you plan on travelling, we will need to issue you a new card prior to the expiry date to ensure you have access to your funds whilst overseas.
| Credit cards | Yes, the expiry date of your new card will need to be updated with any direct debit authority that you have arranged to ensure future transactions are processed successfully. |
| Debit MasterCards® | Yes, Debit MasterCards operate just like credit cards when it comes to expiry dates. |
| Debit cards | No, debit cards (without the MasterCard® logo on them) are different and you don’t need to notify anyone when your card expires. This is because when you set up regular payments from this card you would have given your BSB and account number, not the card number to debit from. The card numbers on these cards are not your account number. |
We're committed to ensuring that you know exactly what our fees are, why we charge them and how they can be minimised or even avoided.
Find out more about ways to avoid bank & ATM fees.
For security reasons, Bankwest can only send cards to a residential address. Please ensure that you provide us with a residential address at application.
We recommend you check your receipts and any direct debit agreements and ask your Additional Cardholder(s) if the transaction is theirs. If you still haven't identified the transaction, you should complete the Transaction Dispute Form and return by:
When you make a purchase the funds are reserved on your account as 'Authorisation only'. The merchant then submits a claim for the funds and once this has been received, the merchants name will appear next to the transaction.
MasterCard has introduced a program called Quick Payment Service (QPS) which eliminates the need for cardholders to sign or enter a PIN when making a transaction of $35 or less at participating merchants.
These transactions are processed through the secure Bankwest and MasterCard MasterCard networks and with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.
A chip credit card has an embedded security microchip. Your card has all the same benefits as a magnetic stripe credit card but with one major difference. The secure chip provides greater security because it is more difficult to fraudulently copy the details of your card.
However, there are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe.
Chip credit cards are embedded with a microchip. This enhances the security of credit card transactions and helps protect your credit card from fraudulent usage. The chip contains security data and software that ensures every transaction you make is extensively authenticated.
In Australia, payment terminals are being progressively upgraded to support chip processing. As more retailers update their terminals to the new chip terminals, there will be slight changes to the way the process works.
At a chip terminal:
Follow the prompts on the terminal and the merchant will guide you through this process
At a magnetic stripe terminal:
Within Australia you can choose to use a PIN or sign when verifying your transactions.
If you are travelling overseas, we strongly recommend that you have a PIN on your credit card. Many countries have recently migrated to chip and PIN technology, which means that merchants in those countries may not process your transaction if you do not have a PIN.
If you do not already have a PIN on your card please call us on 13 17 19 or visit your local Bankwest store.
Generally, you will use your chip credit card in exactly the same way as your current card.
However, in some countries in Europe, you may be asked to key in your PIN instead of signing to authorise your purchase. For this reason, we recommend that you always know your PIN when travelling overseas.
Many countries have recently migrated to chip and PIN technology. You can still use your card wherever Visa and MasterCard are accepted and most countries will require that you sign for verification of the transaction, as you normally do in Australia.
However merchants in some countries may not process your transaction unless you use your PIN. This is why we strongly recommend you have a PIN on your chip credit card. If you do not already have a PIN on your card, please call us on 13 17 19 or visit any Bankwest store.
MasterCard PayPass, the fast way to pay, is a new contactless payment system. It lets you Tap & Go™, so there's no need for a signature or PIN when you make purchases of $100 or less at participating merchants. All you do is 'tap' your card on the PayPass reader, wait for the green light and then 'go'.
Is PayPass secure?
Completely. Thanks to its secure encryption technology, PayPass is as safe as your usual card. Every transaction is processed through the secure Bankwest and MasterCard networks. And because your card never leaves your hand when you make a payment, you're always in control.
Remember, if your wallet is lost or stolen your cash is gone, however if your MasterCard PayPass card is lost or stolen, with MasterCard's Zero Liability protection you are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.
Which Bankwest cards have PayPass?
Bankwest is progressively introducing PayPass on our MasterCard credit card range from March 2011. All new, replacement and reissued MasterCard credit cards will have PayPass.
How do I know if my MasterCard has PayPass?
If your Bankwest card has PayPass you will see the PayPass logo just above the account number on the right hand side of your card.
What are the benefits?
Where can I use PayPass?
Anywhere you see the PayPass Logo. There are thousands of locations around the world now offering PayPass. These include fast-food restaurants, petrol stations, convenience stores, pharmacies, movie theatres and more.
How far from the PayPass reader should I hold the card?
Your MasterCard PayPass credit card should touch the reader to ensure that it works correctly.
How do I know when a payment has been made?
The lights on the reader will turn green and the reader will display a message confirming your transaction has been successful.
Can I still use the magnetic strip or chip on my PayPass card?
Yes. If the merchant doesn't have a PayPass reader or if you choose not to use it you can still insert or swipe your card and sign or enter your PIN.
Can I tap any MasterCard card to perform a PayPass transaction?
Only MasterCard credit cards with the PayPass logo on them can be used to perform a PayPass transaction. If PayPass is not available on your card, you can still swipe or insert your card and choose to sign or enter your PIN.
How do I know that my transaction is secure?
MasterCard PayPass is as safe as your usual card.
And MasterCard's Zero Liability protection means cardholders are covered from the costs of unauthorised transactions as long as you do everything you can to protect yourself from fraud.
How do I know if a retailer accepts PayPass
Any retailer that displays the PayPass Logo can accept contactless payments.
What if my card doesn't work?
Can I accidentally be charged for a PayPass transaction just by walking past a PayPass reader?
No. Your MasterCard PayPass has to touch the reader to work.
Will I receive a receipt for PayPass purchases?
Yes, merchant receipts are available upon request, just like any purchase.
Can I be charged twice if my card has been tapped more than once?
No, Even if you tap more than once, you'll never be billed twice for the same purchase.
Are there any fees for using PayPass?
While standard credit card fees will apply, you won't be charged any additional fees for a PayPass transaction.
Does a PayPass enabled card need to be treated in any special way?
General care should be taken with your PayPass enabled card as with any credit card. If your card is damaged and stops working please contact Bankwest on 13 17 19 to organise a replacement.
Can I disable/turn off the PayPass option?
PayPass is a permanent feature of your MasterCard credit card and can not be turned off. You can choose not to complete a PayPass transaction you can still swipe or insert your card.
Can I use my card at retailers that accept MasterCard but don't have PayPass terminals?
Yes, however you will need to swipe or insert your card depending on the capabilities of the terminal.
Can I insert or swipe my PayPass card for transactions under $100?
Yes, you can still swipe or insert your card and choose to sign or enter a PIN if you don't wish to use PayPass.
Can I use PayPass overseas?
You can use your credit card with PayPass anywhere MasterCard PayPass is accepted. Thousands of locations worldwide now offer PayPass. Customers can still choose to either swipe or insert your card and choose to sign or enter your PIN for overseas transactions.
What happens if I have another contactless card near my Bankwest PayPass MasterCard?
You can keep other contactless cards near your Bankwest PayPass Mastercard without any disruption to the functionality. You will need to remove the card to perform a transaction and touch the PayPass reader.
However, if you have Transperth's SmartRider card you will need to keep it separate from your PayPass card when using it. Transperth's contactless payment system will not be able to detect which plastic to use due to both cards having an antenna. Your Bankwest PayPass MasterCard will not be debited for any Transperth fare.
MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.
© 2013 Copyright Bankwest, a division of Commonwealth Bank of Australia (Bankwest) ABN 48 123 123 124 AFSL / Australian credit licence 234945. All rights reserved.To use this Website, you are required to read the Financial Services Guide (which you agree to be provided by accessing the link). Bankwest is a division of Commonwealth Bank of Australia, which is the product issuer unless otherwise stated. Rates stated are subject to change without notice. Any advice given does not take into account your objectives, financial situation or needs so please consider whether it is appropriate for you. For deposit and payment products, please ensure you read and consider the Product Disclosure Statement (which you agree to be provided through this link) before making any decision about the product(s). For lending products, lending criteria and fees and charges apply. Terms and conditions apply and are available on request.
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