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Card troubleshooting

Learn about lost, misplaced and blocked cards – and find out what you can do about dodgy or broken transactions.

What’s on this page

How to report a lost card

If your card is lost or stolen, please report it immediately to minimise the risk of unauthorised use.

To report it and order a replacement:

  • use the app or internet banking (go to ‘Cards’)
  • call us on 132 888 from within Australia or +61 3 9854 4666 from overseas. If you’re calling outside of business hours, listen to the message for directions.

Replacement cards

When you order a replacement card, you receive a digital version of your new card immediately.
Your physical card will arrive via mail within 5-7 days.

To start spending straight away

  • Add it to Apple Pay, Samsung Pay or Google Pay
  • You can also make online purchases with your card number

Temporary lock for misplaced cards

If you've just misplaced your card and you’re confident it will turn up, you can lock it via the app or internet banking.

If you lock your card, you can still use Apple Pay, Samsung Pay or Google Pay, unless you decide to turn that off too.
When you find your card, simply head back to the app or internet banking to unlock it.

Blocked cards

If you enter your PIN incorrectly a number of times at an ATM or EFTPOS, your card can get blocked.

In some cases, you may be able to use your signature as proof the card is yours.
If your card has been blocked because you entered an incorrect PIN, the system will reset at midnight and you can try again the next day.
If you continue to have problems with your PIN, we can help. Call us to order a new card and PIN.

Disputing a card transaction

Lost and stolen cards

If your card has been stolen and used by someone else, we may be able to dispute the transactions for you through the Visa network.
You may need to complete a police report.

Incorrect amount charged

If you have given your card details to a business, and believe you have been incorrectly charged, try resolving the matter with the business first.
Keep a record of your communication with them – if you can’t resolve it directly, we may be able to help.

Don’t recognise the charge

Some transactions on your statement can look unfamiliar. Before you dispute, it’s important to clear it up as best you can.

  • Was the purchase made by another family member or cardholder?
  • Does the business have a different trading name?
  • Was the transaction in foreign currency, and converted into Australian dollars?
    Tips for identifying a transaction.

How to dispute a transaction

Please share the details with us so we can get moving – date, amount, business name.

Send us a secure internet banking message or call us.