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Lost or Stolen Credit Card Procedure

It’s the worst feeling. You pat your pockets, dig in your purse, try to look inconspicuous.

Yep – what you’ve got there is a lost credit card.

So firstly, breathe. You remember how that goes – in through the nose, out through the mouth. Use a paper bag if you feel like you’re hyperventilating.

It happens all the time – more than you know. #hereshow to deal with a lost credit card or stolen credit card.

Lock your card as soon as you can

Regardless of whether you’re currently banking online with us or not, placing a lock on your card is the first step.

This way, no matter whether your card has just slipped behind the couch, or is gone forever, you’re able to ensure no further purchases can be made on your card until the card is unlocked, or a new one is ordered.

To lock your card in Online Banking or our App

You can place a lock on your card immediately, which we recommend.

  • Just log in and tap 'More', then 'Services', then tap 'Card Management' if using the mobile app or ‘Card Management’ from the menu on the left if logging in using a desktop/browser.
  • Touch the drop-down menu next to the account in question, and then tap 'Temporarily lock card'.

It's then still a good idea to get in touch with us, which you can do via your method of choice.

To lock your card if you don’t currently bank with us online

  • Please call 13 13 86 Mon-Fri 8:00am to 6:00pm and Sat 8:00am to 1:00pm, OR
  • Drop into your nearest branch during opening hours
  • Alternatively, you can contact us after hours on 1300 731 144.

Call us, or your card issuer

With your card locked, if you haven’t spoken to us already, it’s a good idea to give us a call or drop into your local branch.

If you have retraced your steps, and aren’t able to locate your card, or you suspect it’s been stolen, we’ll walk you through the next steps involved in cancelling your card and having a new one ordered and sent out to you as soon as possible.

We may also ask you to confirm your last legitimate purchase, so we can help you identify whether any unauthorised transactions may have been made. If you’re able to identify unauthorised transactions, we’ll be able to walk you through raising a dispute for these.

It’s important to remember that reporting a credit card lost or stolen won’t have any impact on your credit score.

However, if you have any scheduled payments set up on the card that you’ve reported lost or stolen, be sure to contact your vendors as soon as possible to let them know your card has been locked.

If you need to order a new card, you can provide these vendors with your new card information as soon as you receive it, so you can keep making timely payments.

Check Your Statement

Just for your peace of mind, it’s a good idea to keep a close watch on your credit card statement after you’ve reported a card lost or stolen.

If you’re able to spot any charges made that appear fraudulent or unfamiliar, contact us as soon as possible so we can help you dispute these.

Ways To Prevent Losing Your Credit Card

You may be reading this pre-emptively, in which case some of these tips may be helpful. If you’re reading this not knowing the current whereabouts of your credit card, some of these tips may be useful for you in future, so you can avoid that sinking feeling.

Here’s how to best avoid having a lost credit card or stolen credit card:

  • Only carry the cards with you that you need. You can’t lose what you don’t have on you.
  • Keep your card in one place, and don’t break routine if possible. Whether it’s your wallet or purse or phone wallet, decide on one place for your card for all those busy times when muscle memory can take over. Relying on routine can help.
  • Cut up your old credit cards before throwing them away, including cutting through the account number to divide it up into pieces.
  • If you have biometric security on your smartphone (fingerprint or face recognition), consider storing your card securely in your Apple Pay or Google Pay™ digital wallet. That way, you won’t need to carry a card at all, and you’re less likely to lose your phone than anything else. What’s more, if you’ve activated a ‘find my phone’ feature, you may be able to locate your phone if it gets lost or stolen.
  • Check your credit card statements regularly, and look for charges that you can’t remember making.
  • Don’t ever share your card information over the phone unless you made the call.

Reporting a Damaged Card

If your card is looking a little worse for wear, you need to get in touch with Greater Bank as soon as possible to organise a replacement.

  • If you are registered for Online Banking, you can arrange a replacement card via the ‘Card Management’ option
  • 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 your card

If you've found your card somewhere handy like at home or in the car and you are confident no one has had the chance to grab your card number, 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 Mobile App 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, in branch or via secure mail within online banking) simply give us a call on 13 13 86 to report it found.

If you’ve already ordered a new card after reporting one lost, you may have to wait until your new card arrives in order to continue making eftpos and ATM transactions.

This article is intended to provide general information of an educational nature only. Information in this article is current as at the date of publication.

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