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).
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