Securing your account
If you misplace your card or notice suspicious activity, taking action to secure your account is the first step. Westpac provides digital tools that allow you to act immediately, rather than waiting to speak with a representative. Depending on your situation, you may be able to lock the card temporarily if you believe you have simply misplaced it, or cancel it entirely if you are certain it is lost or stolen.
When you block a card, the system prevents any further transactions, including those from mobile wallets like Apple Pay or Google Pay. It is important to remember that blocking or cancelling a card changes your access, so you will need to update any recurring payments or saved card details once you receive your replacement.
Key information
| Category | Details |
|---|---|
| Access methods | Westpac Mobile App, Online Banking, Phone Banking |
| Processing time | The block is applied to the system immediately |
| Eligibility | Any primary or secondary cardholder |
| Key requirements | Device access or valid identification for phone verification |
How to Lock (or Unlock) Your Westpac Card Temporarily
Via the Westpac Mobile App
- Open the app, go to the Cards section.
- Select the card you want to lock.
- Tap “Lock card temporarily.”
- If unlocked earlier, tap the same button to unlock it.
Via Online Banking (Desktop)
- Log in to Online Banking.
- Navigate to Service › Card Services › Lock a card temporarily.
- Select the card to lock.
- Confirm to lock; to unlock, follow same steps but choose unlock.
Other Ways to Block Your Card
- Call Westpac: use the business cards support line (e.g. Altitude Business: 132 142 or Business Choice: 1300 650 107).
- Visit your nearest Westpac branch and request a temporary lock.
Troubleshooting common issues
If you have trouble securing your card, here are common issues and how to navigate them.
- MFA or Login issues: If you cannot log in because you have forgotten your password or your secure token isn't working, do not delay. Switch immediately to the phone support method, as this allows you to block the card without needing digital access.
- App errors: If the app displays a connection error while trying to lock the card, try switching to a web browser to log in to online banking. If the system is still unavailable, call the emergency card services number listed on the Westpac website.
- Locked account access: If your account has been locked due to security flags or failed login attempts, you may not be able to block the card digitally. In this situation, the bank’s internal security system has already restricted access. Call the telephone support line to verify your identity and have the agent block the card for you.
Pro-Tip: Before you permanently cancel a card you’ve misplaced, check your home or car—if you think you’ve just left it in a coat pocket, use the "Temporarily Lock" feature in the app. This blocks the card while you search for it. If you find it, you can simply "unlock" it in the app without the inconvenience of waiting for a new card to arrive in the mail.
Frequently Asked Questions
What is the difference between locking and cancelling my card?
A "temporary lock" is designed for when you have misplaced your card but think you might find it again; the bank's system puts a hold on transactions, but the card account remains open. "Cancelling" a card is a permanent action, meaning the card is destroyed in the system and a new one must be issued. If you lock your card and don't find it after a few days, your next step is to log back in and change that lock to a permanent cancellation to protect your account from fraud.
Do pre-authorised payments continue if I block my card?
When you block or cancel your card, new transactions are prevented, but some types of pre-authorised payments—such as ongoing subscriptions or utility bills you have previously approved—may still be processed by the merchant. This happens because those merchants have a standing agreement with the bank. If you are blocking your card due to fraud, you should also contact the merchant directly to cancel any subscriptions, and call the bank to confirm if any specific recurring payments need to be manually stopped.
Can I still access my money if I block my card?
If you block your physical card, you can generally still access your funds by transferring money between your accounts using online banking or the mobile app, or by withdrawing cash using cardless cash features if your account supports it. However, you will not be able to use the blocked card for point-of-sale or online purchases. Your next step is to check if cardless cash is available on your app dashboard if you need immediate access to funds before your new card arrives.
