BSB 806 015

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BSB 806 015

Frequently Asked Questions

Card Access

Most popular questions...

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  • Do I need to activate my new card?

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

    Renewal card as my previous card expired

    • Card automatically sent to you to replace an expired card
    •  Same 16 digit number on the front of card as previous card 
    • This will NOT require activation 

    Replacement card as previous card was lost / stolen 

    • New card sent you to after you reported your last card lost or stolen
    • Will have a different number to the previous card
    • You will need to activate this card and/or unblock card controls if you've previously activated online

    I ordered a New card or card type.

    • New card sent to you after order (e.g. VISA debit)
    • Will have a different number to the previous card
    • You will need to activate this card and/or unblock card controls if you've previously activated online. To activate your new card, log in to Internet banking or the Mobile App and go to Manage Cards.

    Select your card 

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

    If you need more help, please call 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.
     

  • 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

  • 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.

  • 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 even more secure than a physical card.

  • How do I report my card lost or stolen?

    You can report your card as lost/stolen and reorder a new card using our digital channels, or by calling us on 13 25 77 during business hours.

    • Log in to Internet Banking or the Mobile App and go to Manage Cards.
    • Select your card 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 to a digital wallet and continue using until your new card arrives in the post.

    See our Internet Banking Guide for further information. 

    If you need more help, please call 13 25 77 (or after hours on 1800 224 004) 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 is locked after I entered the wrong PIN?

    For security reasons, your card will be locked after multiple unsuccessfully 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

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