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How do I block or cancel and replace a lost, stolen or damaged credit or debit card?

You can temporarily block, cancel, replace or change your card type in Westpac One® digital banking. You’ll need to call or visit us to close your credit card account. 

If you can’t find your debit or credit card.

You can temporarily block it in Westpac One® digital banking to stop others from using it and unblock it again when you find it. 

If your card is lost or stolen.

  1. Cancel your card in digital banking and order a new one. You can also cancel your card by visiting any Westpac branch. We'll permanently block your old card from making transactions. 
    • You should receive your new card in 5 to 10 days.
    • You can still use Apple PayTM or Google PayTM while you wait for your new physical card to arrive.
  2. Call and tell us immediately.
    • 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 +64 9 914 8026 (24 hours a day, 7 days a week).

If your card is damaged.

Cancel your card in digital banking and order a replacement. A fee may apply depending on the type of card. 

In the app:

Temporarily block or unblock your card:

  1. Select Cards from the bottom menu then choose the card you’d like to manage
  2. Select Block card to temporarily block or Unblock card to unblock this card.

Cancel your card and order a replacement: 

  1. Select Cards from the bottom menu and choose the card you’d like to cancel
  2. Select Lost or stolen card or Damaged card
  3. Follow the steps to replace your card 
  4. If your card hasn’t arrived after 10 days call us on 0800 888 111 to check your contact details are correct, and we'll track where your card is. 

In online banking:

Temporarily block or unblock your card:

  1. Select Manage cards from the side menu if you’re on a computer, or Cards from the bottom menu if you’re on your phone
  2. Choose the card you want to manage
  3. Under Block this card temporarily, turn the switch on the right to On to temporarily block or to Off to unblock the card. 

Cancel your card and order a replacement:  

  1. Select Manage cards from the side menu if you’re on a computer, or Cards from the bottom menu if you’re on your phone
  2. Choose the card you want to manage
  3. Select Lost or stolen card or Damaged card
  4. Follow the steps to replace your card
  5. If your card hasn’t arrived after 10 days call us on 0800 888 111 to check your contact details are correct, and we'll track where your card is.

24/7 protection.

If your Westpac credit or debit card is lost or stolen you won't be responsible for any fraudulent transactions as long as you:

  • Notify us as soon as possible
  • Have not acted fraudulently or negligently, and
  • Have complied with the card's Conditions of Use.

Remember:

  • Always keep your card safe and never disclose your PIN to anyone
  • Take all reasonable steps to prevent other people finding out your PIN - don't write it down, keep it with your card or store it in a form that makes it easy to spot as your PIN
  • Pick a PIN that's unique to you and not easily guessed by anyone else
  • Take reasonable care to stop others seeing your PIN when you type it.
  • For full details, check the Liabilities section of the Conditions of Use for your card, or check CardGuard® security.

Replacing expired cards.

Westpac credit cards expire at the end of the month that they’re due to expire.

If you live in New Zealand:

Your credit card will be automatically re-issued free of charge in the month before the expiry month.

If you live overseas:

  • Call +64 9 914 8026 (international toll charges apply) the month before your card expires.

If you need to replace your card early (if you’re traveling overseas call us at least 10 working days before you leave):

  • In New Zealand call us on 0800 888 111  
  • From overseas call us on +64 9 914 8026 (international toll charges apply).

Things you should know.

Apple Pay and Google pay are available to all eligible Westpac debit and credit Mastercard® customers. Excludes Mastercard BusinessCard, Business Prepaid Mastercard, Prepaid and Global Currency cards. Customers also need a compatible Apple or Android device.

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

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

Conditions of Use for the applicable card apply. Rates, transaction and services fees 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 trade marks of Apple Inc., registered in the U.S. and other countries.

Google Pay and Google Wallet are trademarks of Google LLC.