Realising your card is missing can be stressful, whether it’s been misplaced or stolen. The important thing to know is that help is available and there are clear steps you can take to stay protected. Below, we’ve outlined what to do and how to manage the situation.
Managing a lost or stolen Visa card
Stop your card by locking or cancelling your card
Regardless of whether you bank online with us or not, locking your card should be your first step. This stops any further purchases while your card is missing until it’s unlocked or replaced.
To find out how to place a temporary lock on your Visa card, click here.
Review the transactions on your statement
After you’ve reported your card as lost or stolen, it’s a good idea to review your transactions. If you spot charges that appear fraudulent or unfamiliar, it is important to contact us as soon as possible so we can help you dispute these.
Update your regular payments
If you’ve been issued another card, do make sure that you update any regular bill payments you might have set up. Some examples include your phone, gas, and electricity bill, and subscription and streaming services.
Here’s how to place a temporary lock on your card if you think your Visa card has been lost or stolen. It helps ensure no further purchases can be made on your card until the card is unlocked, or a new one is ordered.
If you’re all set up with our app:
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Just log in to the app, tap ‘Services’, then tap ‘Card management’.
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Touch the drop-down menu next to the account in question
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Then tap ‘Temporarily lock card’.
If you’re not set up with our app:
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Please call 13 13 86. Our contact centre hours are Mon-Fri 8:00am to 6:00pm, and Sat 8:00am to 1pm, OR
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You can drop into your nearest branch.
Alternatively, you can visit Visa Australia’s lost your card website.
It’s then still a good idea to get in touch with us to order a replacement card, which you can do via your method of choice.
If your card is looking a little worse for wear you can request a replacement card using the mobile app or online banking.
- Select ‘Manage’ > ‘Cards’.
- Then select the the card you’d like to replace.
- Select ‘Order a new card’ then 'Damaged card’ and follow the prompts.
If you're not registered for online banking, you can call our Contact Centre on 13 13 86 (Monday to Friday 8:00am – 6:00pm and Saturday 8:00am – 1:00pm)
Alternatively, drop into your nearest branch
If you’ve found a card which you had previously reported as lost, firstly – that’s great luck!
In terms of your next steps, it’s as easy as letting us know via your method of choice that your card is back in safe hands
- If you have used our online banking to lock your card, you can simply log back into the app and unlock the card and continue to use it.
- If you have reported the card lost via another method (over the phone, or branch) simply give us a call on 13 13 86 to report it found
If there is any concern that your card details may have been compromised during the time it was lost, we strongly suggest leaving the stop in place and arranging for a new card to be posted to you.
If you’ve already ordered a new card after reporting one lost, you will need to wait until your new card arrives.
Ways to keep your Visa card safe
You might be reading this as a precaution or because you’re not quite sure where your Visa card is right now. Either way, the tips below can help you avoid the stress of a lost or stolen card in the future.
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Only carry the cards you need. You can’t lose what you don’t have on you.
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Keep your card in one consistent place. Whether it’s a wallet, purse or phone wallet, sticking to a routine makes it easier to notice quickly if something’s missing.
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Securely dispose of old cards. Cut up expired or cancelled credit cards before throwing them away, including cutting through the card number.
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Use a digital wallet where possible. If your smartphone has biometric security (like fingerprint or face recognition), storing your card in Apple Pay or Google Pay™ can reduce the need to carry a physical card. Phones are often easier to track, especially if you’ve enabled a “find my phone” feature.
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Check your statements regularly. Review your transactions and flag anything you don’t recognise.
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Be cautious with your card details. Never share your credit card information over the phone unless you’ve made the call yourself.