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My card is lost, stolen or damaged. What do I do?

Report it to us in the Bankwest App

If your card is damaged, or if you’re certain it’s been lost or stolen, you can report it to us in the Bankwest App.

  1. Tap on ‘Cards’ from the bottom menu
  2. Choose the card you want to report
  3. Tap ‘Lost, stolen or damaged card’ and choose the option that relates to you
  4. Follow the prompts – we’ll cancel your card and arrange a replacement.

If you have a Bankwest card the digital card will be available via the app at the start of the next business day. Link it to a digital wallet, and you can tap and go with your smartphone. Please allow 5-10 business days for your plastic card to arrive in the mail.

For lost or stolen cards that are reported in the Bankwest app, we will remove any card connections created in the last 14 days.

If you're overseas

If your Bankwest Mastercard® is lost or stolen overseas you can place a temporary lock on it in online banking or in the app and then call us on +61 8 9449 2840 to arrange an emergency replacement if required. We'll work with you to ensure your funds are safe.

If your digital card was set up in the Bankwest App and had Face ID or PIN access enabled before you left for overseas, you will be able to access your new card details the next business day​.

If you have a standard eftpos card, you're unable to use it while overseas. If you lose it while overseas, keep in mind replacements for these cards can only be issued in Australia.

Bankwest App showing the 'Lost, stolen or damaged card' button highlighted within the Manage Card options

Want to lock your card without reporting it?

If you've lost your card but don't want to cancel it permanently (in case you find it again), you can lock it temporarily through the app or online banking. Here's how.

Lock your card in the app

  1. Tap on ‘Cards’ from the bottom menu
  2. Choose the card you want to lock
  3. Turn on 'Temporary lock'.

Don’t have the app?

Lock your card in online banking

  1. Click 'Self service' > 'Manage my cards'
  2. Choose the card you want to lock
  3. Turn on the ‘Temporary lock’ toggle and follow the prompts. To unlock your card, just turn the toggle off – you’ll then need to enter your SMS code to finish.

Handy things to keep in mind

  • Once your new card has been issued and you're waiting for it to arrive in the mail, you can still access your digital card​ by logging in to the app
  • Unfortunately if you find your old card after you've cancelled it, you won't be able to reactivate it so it’s best to destroy it (it's a good idea to destroy damaged cards, too)
  • If your card was added to Apple Pay or Google Pay™, we'll update them with your new card details as soon as it's issued – this means you can start using your card straight away in cases where a physical card isn't needed (like online shopping or where Apple Pay and Google Pay are accepted).
  • For lost or stolen cards, card connections created in the past 14 days will be deleted automatically. You might need to contact merchants to provide your updated card details.

Related questions

Didn't find what you were looking for? Check out some other common questions below.

What happens if I lose my card while travelling?

What’s a credit limit and how do I change it?

My card is due to expire. Do I need to order a new one?

View our help page for more common FAQs

Need more help?

You can message us in the Bankwest App or online banking, or call us – we're here 24/7.

Call 13 17 19

Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.

Bankwest Apple Pay Terms of Use apply. Apple, the Apple logo, Apple Pay, Apple Watch, Face ID, IPad, iPhone, iTunes, Safari, and Touch ID are trademarks of Apple Inc. App Store is a service mark of Apple Inc.

Terms of Use apply to the use of Google Pay. Google Pay, Google Play and the Google Play logo are trademarks of Google LLC.