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Lost or stolen cards

If your credit or debit card has been stolen or lost in an unsafe place, then you need to report it immediately via the ANZ App or by calling us. You can also temporarily block your card if you’re confident you’ve misplaced it somewhere safe. Below we’ll show you how to do both, explain the card replacement process and more.

 

Report a lost or stolen card

If your credit or debit card has been stolen, or you’ve lost it in an unsafe place, then you need to report it immediately. 

How to report a lost or stolen card in the ANZ App

To report your card as lost or stolen card;

  1. Open the app and log in
  2. Choose the account 
  3. Tap Manage, then Manage Card. If you can't see the card you'd like to report, swipe left under cards to see other options
  4. Tap on Report Card Lost or Stolen and follow the prompts.

What happens next?

Reporting your card lost or stolen in the ANZ App means it will be cancelled automatically. Your new card will then be sent to you within 5-7 working days, if you're located in Australia.

How to report a lost or stolen card by phone

Call to report your card lost or stolen. We’re available 24/7.

stolen-card

Within Australia:

1800 033 844

From overseas:

+61 3 8699 6955

Want to avoid international call costs? You'll need to contact the local operator in the country you’re in from a landline and request a reverse charge call to the above number.

What happens next?

Once you’ve spoken to one of our team members for lost and stolen cards, they’ll cancel your card and organise for a new card to be sent to you within 5-7 working days, if you're located in Australia.

Temporarily block your card

How to temporarily block your card in the ANZ App

If you’ve misplaced your card, you can block it in the ANZ App while you can take some time to find it. Unblock your card in just a few second when it’s safely back with you:

  1. Open the app and log in
  2. Choose the account or card
  3. Tap Manage, then Manage Card
  4. Tap Temporarily Block Card, then Block Card

Please note that your temporary card block might take up to 15 minutes and will not necessarily cover all transactions. You can unblock it at any time. Just repeat the steps above and tap Unblock Card.

Your new card is in the mail

If you’ve reported your credit or debit card as lost or stolen using the ANZ App or by calling us, then your replacement card is already on its way. If you’re in Australia, you should get your replacement card within 5-7 working days. If you’re overseas, we can courier the card to you at a cost of $50.

Just so you know, your PIN will remain the same.  If you have an eligible card, you can update your card PIN in the ANZ App at any time. If you have an ANZ PAYCARD or ANZ Rewards PAYCARD, your new PIN will arrive within 5-7 working days.

Please notify us immediately if you're concerned your PIN has been disclosed to someone who may have unauthorised access to the new card. To do this, follow the same steps as reporting a lost or stolen card

How to activate your card

 

Getting everything set up again

Cards reported as lost or stolen are automatically cancelled. This means you'll need to reset your regular payments when your new card arrives.  Here’s a handy list of the things you’ll need to do:

Update automatic credit card repayments

If you've replaced a credit card, you’ll need to update any automatic credit card repayments – such as scheduled repayments via Internet Banking or CardPay Direct – to ensure that they redirect to the new card number.

Provide new details for bill payments

If you have any recurring transactions set up – examples might include your phone bill, or subscriptions such as streaming services – then you’ll need to contact the company that charges your card and give them the details of your new card.

Update your digital walletdisclaimer

If you use your phone to make payments when you're on the go, you'll need to make sure your digital wallet has updated.  If you're an existing digital wallet user, it should update automatically. If the new card isn't showing, please refer to instructions for your compatible digital wallet to see how to add it. 

If you’ve set up CardPay Direct (PDF 125kB) your payments will transfer over automatically. If you’ve set up a ‘Pay Credit Card’ via Internet Banking, you’ll need to reset it once the new card is available via Internet Banking.

We've beefed up security

Your ANZ credit or debit card is protected round-the-clock by ANZ Falcon™, which alerts us to any unusual transactions. Security microchips and our ANZ Fraud Money Back Guarantee provide further protection, while Visa Secure has been specifically designed to give you extra protection when shopping online. 

Learn more about your ANZ card security

 

Need more help?

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Your questions answered

You need to notify us immediately if:

  • your card has been lost, stolen or used by someone else
  • a record of your PIN has been lost, stolen or has become known to, or used by, someone else.

Please follow the instructions above to report your card or PIN lost or stolen.

If you're located in Australia, you should receive your card in the post within 5-7 working days. If you’re overseas, we can courier the card to you at a cost of $50. Arrival times will largely depend on where you are in the world in relation to Australia.

If you haven't received your replacement card after seven working days, please contact general enquries on 13 13 14.  If you're overseas and you've given your replacement card ample time to arrive and it hasn't, please call +61 3 9683 9999

No. We don't charge our customers for replacement cards. 

If your credit or debit card has been stolen, or you’ve lost it in an unsafe place, then you need to report it immediately. Failure to report your card immediately as lost or stolen could see you held liable. 

The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Super, Shares and Insurance (if available) are not provided by ANZ but entities which are not banks. ANZ does not guarantee them. This information is general in nature only and does not take into account your personal objectives, financial situation or needs. ANZ recommends that you read the ANZ App Terms and Conditions available here for iOS and here for Android and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.

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