Lost/stolen cards

If you believe your card or PIN record has been lost, stolen or misused, or your PIN has become known to someone else, you should IMMEDIATELY report this. You should also notify us immediately if you suspect any fraudulent or unauthorised transactions on your card account.

Any delay in notifying us may affect your liability for any resulting unauthorised transactions so it is important you let us know as soon as you can.

During business hours (8am-7pm, Monday to Friday, 9am-5pm, Saturday ), contact us:   

  • Within Australia: 13 63 73
  • Overseas: +613 9268 9373.

Outside business hours, contact Visa:   

  • Within Australia: call the 24-hour Visa Emergency Hotline 1800 621 199 (toll free).
  • Overseas: +612 9959 7686 or +1 303 967 1090 (collect call).

The Visa Emergency Overseas toll free phone numbers (PDF) gives you round-the-clock emergency support in over 70 countries worldwide.

If the loss occurred outside business hours and you have contacted Visa, you must also then confirm the loss, theft or misuse of the card with us by telephone during business hours or by priority paid mail as soon as possible.

If you make a report to Visa, you will be given a reference number which you should keep as proof of the date and time of your report. You'll need to advise us as soon as you've made the report so that we can order a new card for you with a new PIN and Visa card number. Please note the new card will take five to seven business days to arrive.

BSB: 704 230

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