Lock your card
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 app:
- Tap the 'Cards' tab in the main screen
- Choose the card you want to lock
- Turn on 'Temporary lock'.
Locking your card in online banking:
- Click 'Self service' > 'Manage my cards'
- Choose the card you want to lock
- Click 'lock card' (to unlock your card, click 'unlock card' – you'll then need to enter an SMS code to finish).
Lost and damaged cards
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.
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.