My card is lost, stolen or damaged. 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 in the Bankwest App, tap on your account, then go to the ‘Manage’ tab and turn on ‘temporary card lock’.

To lock your card through online banking, go to ‘Manage my cards’ in the ‘Self service’ menu. Choose the card you want to manage and then ‘Lock card’ under the ‘temporary card lock’ section.

If you’re certain the card is lost or has been stolen, or if it’s been damaged, go to ‘Ask us’ in the app to send us a message. You can also call us on 13 17 19 if you’re in Australia, or +61 8 9449 2840 if you’re overseas. We’ll cancel it and arrange a replacement. If you’re overseas and you need a new card urgently, don’t worry – you can still message us in the app, otherwise, we have a handy table of international numbers below.

Once you’ve let us know that you need a new 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. It’s still a good idea to destroy a damaged card, too.

Once your new card has been issued and before your physical card arrives in the mail, you can log into the Bankwest App to access your digital card.

If your card was added to Apple Pay or Google Pay™, we’ll update these with your new card details as soon as we issue it.

This means you can start using your new card straight away in cases where a physical card isn’t needed (like online shopping or where Apple Pay or Google Pay are accepted).

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

Emergency assistance numbers 

Swipe
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
Swipe

Need more help?

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