What should you do when you realise your card has been lost or stolen?

Notify us immediately by calling our Lost Cards Hotline (24 hours a day, 7 days a week). We will place a stop on your lost or stolen card and upon confirming with you, will order you a new card.

If you have misplaced your card, you can easily lock it by using our SmartBanking app. From the app ‘Home’ screen, tap the Cards icon in the bottom right hand corner of the screen, you can 'lock' your card in the Cards screen. 

You can unlock the card if you find it or stop the card and order a new one if it doesn’t turn up - all via the SmartBanking app!

How long does it take to receive a new card?

You will receive your new card within 4 to 10 business days (within Australia) which will have a new card number.

What should I do when I receive my new card?

  • Sign the back of your new card.
  • Activate your card via internet banking or our SmartBanking app, calling 1300 306 716 or visiting your local Retail Store.
  • Notify any merchants who may bill your card and advise them of your new card number (see note below).
  • Add your card to your digital wallet

What happens to my digital wallet? (Apple Pay or Google Pay)?

If your physical card is locked, your digital card will be locked too. You will need to update your digital wallet once you receive your new card. Learn more about digital wallets here.

What happens if my card is used fraudulently?

Provided you have notified us within a reasonable time from when your card is lost or stolen, and you have not otherwise contributed to the loss, you will not be liable for any fraudulent transactions on the card.

Important note:
Direct debits (periodic payments)

If you have any direct debits set up on your Bank of us Visa debit or credit card (ie: health insurance, gym membership, phone bills or electricity), you'll need to contact the merchant who bills your card and update them with your new card details.