BSB 806 015

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BSB 806 015

Frequently Asked Questions

Card Access

Most popular questions...

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  • How do I activate a card?

    To activate your new card, log in to Internet Banking or the Mobile  App and go to Services > Manage Cards.

    •    Select your card 
    •    Activate your card as prompted
    •    Use Card Controls to allow/block card transaction types as required

    Please see our Internet Banking Guide for more information.

    Alternatively, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

  • How do I report my card lost or stolen?

    You can report your card as lost or stolen and reorder a new card using our digital channels, or by calling us on 13 25 77 during business hours. To report a card as lost or stolen outside of business hours, please call 1800 224 004.

    To do this via Internet Banking or the Mobile App, log in and go to Manage Cards. Select the card you need to report as lost or stolen and follow the prompts to cancel your card and order a new one. Your replacement card details will be available immediately so you can add them to your digital wallet and use this until your new card arrives in the post.

    See our Internet Banking Guide for further information.

  • Do I have to use payWave?

    If you don’t want to use the payWave functionality, you just swipe your card and enter your PIN at the terminal.

  • Do I need to activate my new card?

    This depends on whether the card is a new, renewal or replacement (lost/stolen) card.

    If a renewal card was sent to you automatically as your previous card expired and has the same 16 digit number on the front as your previous card, this will NOT require activation.

    If this card has been sent to you as a replacement because your previous one was reported as lost, stolen or damaged, or you've ordered a brand new card or card type, it will require activation. If you have already activated this card online, you may also wish to unblock Card Controls once the physical card has been received.

    To activate your new card, log in to your Internet Banking or the Mobile App and go to Manage Cards. You can then select your card and follow the prompts to activate it. You can also find Card Controls here should you wish to make any additional changes.

    If you require any further assistance, please contact us on 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

  • How do I get a replacement card?

    Please log in to Internet Banking and send us a secure mail message to order your replacement card. See our Internet Banking Guide for more information. 

    Alternatively, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.
     

  • My current card expires this month - when will I receive a replacement?

    We will automatically send you a replacement card close to the expiration date of your existing card.

    If you haven't received your replacement card within 2 weeks prior to the expiry date, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist.

  • Why is my card locked after I entered the wrong PIN?

    For security reasons, your card will be locked after multiple unsuccessful attempts of the PIN number.

    If you have accidentally locked your card, please call 13 25 77 or visit your local branch and one of our friendly team will be happy to assist

  • Are instant digital cards safe?

    Yes. With the combination of Card Controls blocking transactions, and with your card details secure in digital banking or your digital wallet (including 2FA - Two Factor Authentication security, phone biometrics) the digital card is as secure or potentially even more secure than a physical card.

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