Help

Lost or stolen debit & credit cards.

Whether you have lost your card or it's been stolen, we're always on hand to help you.

Blocking your card

You can temporarily block your card in Westpac One® digital banking if it's lost or stolen. When you find your card, you can unblock it.

Learn how to block your card.

Reporting your card lost or stolen

Report your card as lost or stolen immediately if it has been lost or stolen, or if someone else has learned your PIN.
We'll permanently block your old card from making transactions. You should receive your new card in 5 to 10 days and can continue to use Apple Pay1 or Google Pay™2 in the meantime.

To cancel your card in the Westpac One® app and order a replacement:

  1. Select 'Cards' from the bottom tab
  2. Select the card you'd like to cancel
  3. Select ‘Lost and stolen card’
  4. Follow the instructions to complete the card replacement.

In New Zealand

Call 0800 888 111 (24 hours a day, 7 days a week). If you’re calling us after 8pm NZ time, press '1'.

Overseas

Call 09 914 8026 (24 hours a day, 7 days a week).

You can also cancel your card in Westpac One online banking or by visiting any Westpac branch.

Dispute a transaction 

If you have identified a transaction on your credit card online banking or statement and you don't think it should be there, we can help you understand what you need to do next.

Security tips

Find out tips on how to reduce the risk of fraud and keep your credit card safe when shopping online.

Pay with your mobile

Use your smartphone for secure, fast and easy contactless payment, with Apple Pay1 or Google Pay™2

24/7 protection

With CardGuard® you're protected 24/7 from fraudulent activity3. So you can use your card anywhere Mastercard is accepted4, any time, and leave your worries behind.

Things you should know.

1Apple Pay is available to all eligible Westpac debit and credit Mastercard® customers. Excludes Mastercard BusinessCard, Westpac Business Prepaid Mastercard and Global Currency cards. Customers also need a compatible Apple Device.

For a list of compatible Apple Pay devices, see Apple Support. Terms and conditions apply to Apple Pay see Westpac Apple Pay Terms and Conditions for more information.

Conditions of Use for the applicable card also apply.

Mastercard and its brand mark are registered trademarks of Mastercard International Incorporated.

Apple Pay, Apple Watch, Face ID, iPad, iPhone, MacBook Pro, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.

2 Google Pay is available to all eligible Westpac debit and credit Mastercard customers. Customers also need a compatible Android device.

For a list of compatible Google Pay devices, see Google Wallet Help. Terms and conditions apply to Google Pay see Westpac Google Pay Terms and Conditions for more information.

Google Pay and Google Wallet are trademarks of Google LLC.

3 Provided you notify us as soon as possible, have not acted fraudulently or negligently, and have complied with the card's Conditions of Use.

4 Westpac cards cannot be used in the following countries:

  • Cuba
  • Iran
  • North Korea
  • Russia
  • Syria
  • Crimea region of Ukraine
  • Donetsk region of Ukraine
  • Luhansk region of Ukraine.

This list was last updated on the 11 December 2023 and is subject to change. This list of prohibited countries can change at any time.

Eligibility criteria, lending criteria, terms and conditions apply. for the applicable card apply. Conditions of Use for the applicable card apply. Rates, transaction and services fees apply.