Frequently Asked Questions

Misplaced Card - Temporary Lock

If you have misplaced your card, you can apply a temporary lock while you look for it. 

1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
2. Select the card you would like to apply the lock to.
3. Select 'Lock card’ and follow the prompts.
4. To unlock the card once you have found it, select the card that has been locked and tap the button to Unlock the card.

Note: This lock can only applies to the card selected. Any additional cards on your account will not be locked.

Lost or Stolen Card

If your card has been lost or stolen, you can permanently cancel your card and order a new one.

1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
2. Select the card you would like to cancel.
3. Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.
4. A confirmation screen will appear. Select 'OK'.
5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

Once you report your card as lost or stolen, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet^*, online store^* or subscription service^* which is linked to your card credentials, you will still be able to make transactions and your card details will automatically be updated when you activate your new card. 

^*To cancel these contact us on 13 14 22

Damaged Card

If you have a damaged card, you can order a replacement by:

1. Select ‘Manage Cards’ from the home page of your Mobile Banking App.
2. Select the card you would like to replace.
3. Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card.
4. A confirmation screen will appear. Select 'OK'.
5. Your card will be cancelled immediately and a new card will be ordered for you and sent within 7-10 working days.

Once you report your card as damaged, you will no longer be able to use your physical card.  If your card has been loaded onto a digital wallet^*, online store^* or subscription service^* which is linked to your card credentials, you will still be able to make transactions and your card details will automatically be updated when you activate your new card.

^*To cancel these contact us on 13 14 22

Alternatively, call 

Australia: 1800 076 037
Overseas: +61 7 4694 9139