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

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:

  1. Tap the 'Cards' tab in the main screen​
  2. Choose the card you want to lock​
  3. Turn on 'Temporary lock'.

Locking your card in online banking:

  1. Click 'Self service' > 'Manage my cards'​
  2. Choose the card you want to lock​
  3. 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.

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.