Cards help

My card has been lost or stolen. What do I do?

If you’ve lost your card but don’t want to cancel it permanently (in case you find it again) you can place a temporary lock on the card through online banking or the Bankwest App.

To lock your card through online banking, simply log in, and select ‘Manage my cards’ from the self-service menu on the left-hand side. Select the card you want to manage, and select ‘Lock card’ under the ‘temporary card lock’ section.

To lock your card in the Bankwest App, select your debit or credit card account, select the ‘Manage’ tab to view your account details and enable the ‘temporary card lock’.

If you’re certain the card is lost or has been stolen, after you’ve locked your card call us immediately on 13 17 19 if you're in Australia, or +61 8 9449 2840 if you're overseas, to have it cancelled and arrange a replacement. Don’t worry if you’re overseas, we have a handy table of international numbers below.

Once you’ve reported your card, please allow 5-10 working days for your new card to arrive. If you find your old card after you’ve had it cancelled, please note it can’t be reactivated, so please destroy it.

 

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Emergency assistance numbers 

Country  To call Mastercard®  To call Visa 
USA  1 800 627 8372 1 866 765 9644
Canada 1 800 307 7309 1 866 639 1911
France 0 800 90 1387 0 800 639 1911
Germany 0800 819 1040 0800 182 2891
Hong Kong 800 966 677 800 900 782
Indonesia 001 803 1 887 0623 001 803 44 1600
Japan 00531 11 3886 00531 44 0022
Malaysia 1 800 804594 1 800 802997
New Zealand 0800 44 9140 0508 600300
Singapore 800 1100 113 800 4481 250
Taiwan 00801 10 3400 00801 444 123
Thailand 001 800 11 887 0663 001 800 441 3485
United Kingdom 0800 96 4767 0800 16 95189
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Things you should know 

Mastercard, World Mastercard and the Mastercard brand mark are registered trademarks, and the circles design and tap & go are trademarks of Mastercard International Incorporated.

Need more help?

If you still need help you can speak to someone from the team.