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® online banking. Card Blocker allows you to temporarily block and unblock your card instantly if it's been lost. When you find your card, you can simply unblock it.

Learn how to block your card.

Reporting your card lost or stolen

Contact us immediately using the details below if your debit or credit card has been lost, stolen or your PIN has been disclosed. We'll issue you with a replacement card so that your old card will no longer work. There is no fee for replacement credit cards, but a $10 fee applies for replacement EFTPOS and debit cards. Courier costs in New Zealand and overseas may also apply.

You can temporarily block your debit card in Westpac One® online banking. If you find your card, you can easily unblock it in Westpac One too. Here’s how.

  1. Log in to Westpac One.
  2. Scroll to the bottom of the accounts screen and select 'Manage my Cards'. 
  3. Select the card you would like to block.
  4. Switch the toggle on the right to 'On' to temporarily block or to 'Off' to unblock this card. 

Otherwise, you can cancel your debit card and order a replacement. Here’s how. 

  1. Log in to Westpac One.
  2. Scroll to the bottom of the accounts screen and select 'Manage my Cards'.
  3. Select the card you would like to cancel.
  4. Select 'Lost or stolen card'.
  5. Click if your card was 'Lost' or 'Stolen'.
  6. Click 'Cancel and replace'.
  7. Click 'Confirm'.
In New Zealand:
  • Call 0800 888 111 (24 hours a day, 7 days a week). If you are calling us after 8pm NZ time, press '1'.
  • Visit your nearest Westpac branch.
From overseas:
  • Call +64 9 914 8026 (24 hours a day). If you are calling us after 8pm NZ time, press '1'
  • Visit any branch displaying the Mastercard® and Cirrus acceptance marks as shown on your card.
Worldwide emergency assistance:

Get medical, legal, travel or New Zealand diplomatic services around the world (international toll charges will apply).

Mastercard Global Service™: +1 636 722 7111 - international toll charges will apply.  
Note: These services do not replace the need for travel insurance. 

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.