What do I do if my Visa card is lost or stolen?

Jasmine Shillington Updated by Jasmine Shillington

You can report your Visa card lost or stolen several ways:

Within Digital Banking

You can place a temporary block on your card to stop transactions and/or organise a replacement card within the Mobile Banking App.

From the 'Accounts' tab, select 'Cards' and 'Manage'. You have the choice to:

  • 'Block card' - you can block all transactions so they will be declined (including regular payments) or those from selected payment channels including; in-store, ATM withdrawals, Visa payWave contactless payments, digital card transactions and online purchases. 
  • 'Replace card' - you will need to confirm if the card is Lost / Stolen or just Damaged as this will determine if you receive a new card with a new card number or one with the existing card number but an updated expiry date. Your Digital Wallet replacement card should be available to reload via our Mobile Banking App within 3 hours.

Remember: Ordering replacement card will cause all transactions attempted on the card to be declined, including any recurring payments. So it's important you update your bank details with any businesses you have regular payments with such as your gym membership, car insurance, streaming services and mobile app subscriptions.

By Calling

If you lose or your Visa card is stolen (or to report unauthorised use of your Visa card), please call us on 1300 13 23 28 (Monday to Friday, 8am - 6pm and Saturdays 9am - 12pm, Sydney time). We can block your card and order a replacement.

Outside of our business hours, you can call to block your card using the following hotline which is available 24/7:

1800 648 027 (from Australia)

+61 2 8299 9101 (from Overseas)

If you’re overseas, you can also call the Visa International Hotline specific to the country you’re in.

Please note, a replacement card will not automatically be ordered for you when you call this hotline. You will need to call us during business hours to organise the replacement card. 

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