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

Report it to us

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.

 

Reporting your card lost, stolen or damaged 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're overseas

If you're overseas and lose your card, follow these steps instead.

If your Mastercard® is lost or stolen while overseas, you'll need to contact Mastercard to arrange emergency cash if needed. Their website has a list of international numbers that you can call from wherever you are in the world. For countries not listed in their directory, you can collect call Mastercard International by using the international dialling code from the country you’re in, plus +1 636 722 7111.

After you've contacted Mastercard, you'll need to message us in the app or call us on +61 8 9449 2840 so we can work with you to ensure your funds are safe.

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.

Where to report lost, stolen or damaged bank card in the Bankwest App

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.

Locking your card in the Bankwest App

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

Locking your card in Bankwest 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.

Keep in mind

  • You should allow 5-10 working days for your new card to arrive​
  • If you find your old card after you've had it cancelled, you won't be able to reactivate it – please destroy it (it's a good idea to destroy damaged cards, too)
  • Once your new card has been issued and you're waiting for it to arrive in the mail, you can log in to the app to access your digital card​
  • 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).​
     

Not what you were looking for? See all cards questions.

Emergency assistance numbers 

Swipe
Country To Call Mastercard®
USA  1 800 627 8372
Canada 1 800 307 7309
France 0 800 90 1387
Germany 0800 819 1040
Hong Kong 800 966 677
Indonesia 001 803 1 887 0623
Japan 00531 11 3886
Malaysia 1 800 804594
New Zealand 0800 44 9140
Singapore 800 1100 113
Taiwan 00801 10 3400
Thailand 001 800 11 887 0663
United Kingdom 0800 96 4767
Swipe

Need more help?

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

Mastercard and the circles design are registered trademarks, and tap & go is a trademark, of Mastercard International Incorporated.

Terms of Use apply to the use of Apple Pay. Apple, the Apple logo, Apple Pay, iPhone and the App Store are trademarks of Apple Inc., registered in the U.S. and other countries.

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